Tagged metrics
5 articles
Internal Help Desk Satisfaction Surveys That Tell You Something
How to measure satisfaction with an internal help desk without annoying everyone — one question after resolution, a follow-up only on bad scores, response rates, CSAT vs effort vs NPS, and turning answers into changes.
How to Cut First-Response Time in Half on an Internal Desk
First-response time is mostly waiting, not work. A seven-step playbook — one front door, clean routing, a visible queue, triage rotations and honest measurement — to halve it.
Help Desk SLA Tracking: Targets, Timers and Breaches
How to set SLA targets an internal help desk can actually meet, measure first response and resolution correctly, and catch breaches before they happen.
Help Desk Metrics That Matter (and the SQL Behind Them)
Seven help desk metrics that drive decisions — first response, resolution, SLA attainment, backlog age, reopen rate, reassignments and deflection — with definitions, pitfalls and the queries to compute them.
SLA vs OLA vs KPI: What's the Difference?
An SLA is a promise to the people you serve, an OLA is a promise between internal teams that makes the SLA possible, and a KPI is a number you watch to see how you're doing. Examples and pitfalls for each.