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Greetings! We capture a lot of data in various KPI and business health dashboards:
- Pie: Tickets by Status
- Bar: Tickets by Priority (break-outs-by-type for Critical, Urgent, and High)
- Stacked Bar: Tickets by Location
- Pie: Tickets by Business Unit
- Bar: Average Ticket Age by Business Unit
- Bar: Highest Volume Tickets by Type
- Exploded Pie: Tickets by Priority
- Filled Vertical Bar Heatmap: Time to Closure in Business Days
- Bar: Total Closed Tickets by Business Unit
- Stacked Bar: Total Closed by Location
- Bar: Average Time to Closure by Priority
We also provide these reports for each manager within each business unit so that they have daily snapshots of systemic issues or stagnating tickets. These reports include a unique "tickets assigned to my business unit's request types but being worked by a technician that is not my direct"...managers often lose visibility of those tickets but are still held accountable for them so this helps to illuminate those before they become issues.
I hope this information was helpful!
Thanks for the great info. You don't track 1st call resolution rate?
We don't! It's a very good metric to track (my last employer was a Fortune 50 and that was a primary focus), but we don't operate in a call center (asynchronous support center)...so there's no "first call", if that makes sense!
Thanks, yes it makes total sense. I should have used better terms. We're an internal service desk and we don't take a lot of calls either. I should have said 1st contact resolution. I'd like to know the rate my support analysts are resolving tickets without involving other staff through escalations. If that rate is low, maybe we have some training opportunities that would allow them to close more on their own. I do track that now. Resolved or closed in less than 30 minutes hits the SLA but theres several steps to get it. Just wondered if WHD had an easier way that I haven't found yet.