Discussion of using WHD for metrics or KPI reporting

I posted a couple threads regarding average open times and response rates previously, saw each post received lots of views but no discussion.

Is anyone using the reporting capability of Web Help Desk for reporting metrics of Key Performance Indicators (KPIs), or the fact that there's little to no discussion of WHD with respect to reporting, maybe this tool falls short?

I'd like to start another discussion, via this thread, to go over how anyone uses any aspect of performance reporting with WHD, whether it be with tickets or meeting some metric or KPI. Please let me know if any of you do anything, and if not, why aren't you or where does WHD fall short in this?

I am open to share what I do for reporting if anyone is interested, but need to get the discussion started first. Thanks in advance.

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vexedgenie9113

We are using WHD to track basic metrics, such as the number of each request type opened, average open time, and requests completed by tech. Our company uses these to include in our quarterly All Hands meetings. We have only had WHD in our environment for a few months now. I had utilized this tool in a previous capacity at an old employer.

I am also interested to see how others are using the reporting capability.

garciann

These are some of the metrics we measure with WHD:

Client Satisfaction Rate

Mean Time to Repair (MTTR)

Support Call Resolution Rate

Support Call Response Rate

Some of these metrics are not readily calculatable (or a "canned" report) within WHD, they have to be derived from other metrics.

quiglax

We have been using WHD for 8 or 9 years now. The metrics we track have varied, but currently we regularly track:

- First response time

- Average time to ticket completion for each of our priorities.

- Number of tickets to meet/miss our targets (calculated manually)

- Types of requests of each type

- Client satisfaction from our post ticket surveys

eber123

Good morning,

We use WHD for several years now. Creating some metrics is a mix between reports and queries (reports in WHD could be a bit better). At the moment we have an eye on the following:

Tickets opened and assigned to a specific Tech Group per week (weekly)
Tickets open on a given day to a Tech Group (daily)
Tickets assigned to a technician (daily)
20x highest asset models (quarterly)
20x highest request types (quarterly)
20x highest departments open tickets (quarterly)
Tickets opened by location (half yearly)
Ticket average response time (quarterly)
Request Type = other (half yearly)
Tickets opened for our computer labs (1st and 2nd semester)
Tickets opened by asset (Windows / Macintosh) (annually)
Tickets opened by academic year (annually)

Also we create reports for special occasion e.g. major incidents or phishing.

For operational work I feel that the dashboard gives a good overview if the right queries were created. There are a few things I miss, for example more searches about users / tickets.

Regards,

Eberhard