Copy of Weekly Metrics for Helpdesk 5/2/14

Owned by
Jason Vance
Last updated: May 07, 2014
2 min read

Service - Week Ending 5/2 


Accessibility

 

Speed of Service

Call abandons % of Calls Presented  min:sec
Calls Presented1571  Average speed of answer0:17
Calls   Abandoned in Queue21213.49% Average time in queue0:38
Calls   Abandoned in Voicemail10

.63%

 Average call duration4:04
Total   Abandoned22214.13%    

 

Self Service

 

 Quality - Week Ending 5/2

 

Call-handling Process

Sufficient scripting and adherence(tick) Shifting focus to continuous improvement

Error and rework rate

 This is the number of issues that were reopened for the same issue for the same group.

 

Resolution

Resolved by Tier 1Resolved by Tier 2

Resolved by Tech

 Efficiency - Week Ending 5/2

 

Contact Handling

 (hh:mm)
Average ticket handle time04:12

Resource Management

Agent Occupancy

 

Staff attrition

(thumbs up) Full Staff, according to contract

Calls offered by hour

Staff levels by hour