I am looking for more effective ways of gathering and utilizing metrics for goal setting, process improvement, etc. at our Help Desk. We are currently a Nortel / Microcall (v5.3) shop and use Web Helpdesk (Solarwinds) for request/incident/problem tracking. One big problem that we have, since our incident tracking system isn’t tied to the phone system, is that we have a pretty substantial gap between the calls coming in (or going out) and the number of “tickets” worked on each month at the Help Desk. Because we are unable to gather general Help Desk phone-related metrics, we are unable to then track general Help Desk related KPI’s (Call Abandon Rate, Average Call Duration, Resolution Rate, Agent Utilization, etc.). The best we can do is use metrics based on our “tickets”. One of barriers we face is that our version of Microcall is older (which is related to our phone switch being older), the...
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