An IT support professional who responds to incidents escalated from or assigned by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required. DSTs may resolve incidents remotely, at the deskside, or via equipment returns. ...
The average length of time a caller holds before abandoning the call or being helped by an analyst. Also called Average Hold Time . #WorkforceManagement #SupportOperations #Metrics #Staffing
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels
1) Labor turnover is the percentage of employees who leave a company or organization (through resignation, attrition or involuntary separation) during a given period; also, the number of employees hired to fill vacant positions during a given period, usually one year. 2) Financial turnover is...
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. They are typically technical...
A worker who is physically located somewhere other than fellow members of a team or company, but who is able to act as if there were no separation. For example, a support center staff may add virtual workers who are not in the support center, but who answer phones or e-mail as if they were...
Using telecommunications to work from home or other locations instead of at an organization’s office. #Staffing #WorkforceManagement #People #SupportModels #SupportOperations #Scheduling
The person who has frontline responsibility for a group of analysts or other employees. Typical ratios are one supervisor to every ten to fifteen analysts. However, support operations can have one supervisor for every five people, depending upon the complexity of what is being supported and...
The number of support personnel. Optimum is the appropriate number required to deliver on SLA commitments. #Staffing #Scheduling #WorkforceManagement