Contacts Per Month
Total interactions include phone, email, self-service, direct entry and walk-up interactions.
Inbound Calls Handled
Monthly Inbound calls handled by a Service Desk agent.
First Level Resolution
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at level 1, without having to escalate the ticket to level 2 (desktop/technical support), level 3 (internal IT professionals in applications, networking, the data center, or elsewhere) or vendor support.
Average Speed to Answer
The Average Speed to Answer (In-Queue) measures the amount of time (seconds) that a caller will typically spend in-queue before reaching an agent. The Service Level Objective (SLO) for ASA is 30 seconds.
Abandonment Rate
The Abandonment Rate (ABD) measures the % of calls received by the Service Desk that hung-up before reaching an agent. The Service Level Objective (SLO) for ABD % is 7%.
Composite Customer Experience
The Composite Customer Experience (CCE) Score measures the amount of positive customer survey responses that were received. We are graded on a 1 (Extremely Unhelpful) – 7 (Extremely Helpful) scale with a Service Level Objective (SLO) of 85%.
