Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
The average time taken to repair a CI or IT service after a failure. MTTR is measured from when the CI or IT service fails until it is repaired. MTTR does not include the time required to recover or restore. MTTR is sometimes incorrectly used in place of Mean Time to Restore Service. ...
An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
A term increasingly being applied to multichannel-enabled call centers , which are evolved call centers that integrate the Internet and/or internal networks into their operations by expanding the number of contact channels available to customers. Contact centers use chat, email, remote control...
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 value of a metric that should cause an alert to be generated or management action to be taken; for example, “a priority 1 ( major ) incident not solved within four hours,” “more than five errors in an hour,” or “more than ten failed changes in a month.” #ServiceLevel #Metrics #SLA ...
A person who uses IT services on a day-to-day basis. #SupportOperations #CustomerService
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
A measure expressed as a percentage of the total time ( AHT ) spent by an analyst divided by the total time available. For a half-hour, the calculation is (Call Volume × Average Handle Time in Seconds) ÷ (Number of Agents × 1,800 seconds). #PerformanceManagement #WorkforceManagement ...
Passing an incident to a more capable resource after some preliminary handling. See also Warm Transfer and Handshake . #SupportChannels #SupportOperations