A measure of performance, efficiency, effectiveness or quality, usually based on statistical, historical, or operational data. Metrics are used as a basis for rewards and/or recognition, improving performance, communicating value (alignment to business goals), and measuring continuous...
A structured set of questions used by service desk staff to ensure they ask the correct questions and to help them classify, resolve, and assign incidents . Diagnostic scripts may also be made available to users to help them diagnose and resolve their own incidents. #Methodology ...
The percentage of calls that do not require any further telephone calls to address the customer’s reason for calling. The customer does not need to speak with the service desk or support center again to seek resolution, nor does anyone within the organization need to follow-up. Also referred to...
For phone only: Calls that do not require any further telephone calls to address the customer’s reason for calling. The customer does not need to speak with the service desk or support center again to seek resolution. Also referred to as a “one and done” call; when the individual who takes the...