The Service Desk indicators screen (Indicators entry of the Service Desk menu) measures support activity and quality: times, first contact resolution, SLA complianceā¦ It is restricted to Service Desk managers, Service Desk administrators and Administrators.
Choose the period and scope
By default, the screen covers the last 90 days. Set From and To, and filter if needed by Group, by Category (and subcategories) and by Channel, then Apply. The group used is the ticket's current assigned group.
Read the indicators
The top of the page gives the number of tickets Created and Resolved, then one tile per indicator:
- Mean time to resolve (MTTR) and Mean time to first response, in calendar hours;
- First contact resolution: share of tickets resolved without reopening and with at most one assignment;
- Reopen rate;
- Resolution SLA compliance and Response SLA compliance;
- OLA compliance;
- Supplier SLA compliance and Average supplier delay, for tickets passed to a supplier;
- Recategorized tickets and Manually set priorities, which point to reference data or a priority matrix that needs review.
Each tile is compared with the previous period of the same length: a green arrow marks an improvement, a red arrow a decline. Sample gives the number of tickets the measure is based on: a small sample calls for caution.
Monthly trend plots the month-by-month evolution of the chosen indicator (months are counted in Coordinated Universal Time). The By channel, By priority, By category and By group tables break down tickets created and resolved, MTTR, first contact resolution and SLA compliance.
Export
Export to CSV downloads the same figures, for the period and filters shown, in a file to open in a spreadsheet.
See also
- "Define SLAs and OLAs": the times measured here.
- "Set up the ticket reference data": categories, priorities and priority matrix.