Friday, October 3, 2008

Contributions to KPI Library

Here are some of my recent contributions to the KPI Library - a site offering free key performance indicators and metrics submitted by the community.  This collection of indicators is used in measuring efficiency, and ultimately, customer satisfaction in incident management center, help desk operation and support ticket system.

Total/Mean Time to Ticket (TTTT/MTTT)

Calculated in seconds, minutes or hours, the total or average time it takes from the reporting of an incident to the generation of the support ticket.

Total/Mean Time to Action (TTTA/MTTA)

Calculated in seconds, minutes or hours, the total or average time it takes from the creation of a support ticket to the first action taken to resolve it.

Total/Mean Time to Escalation (TTTE/MTTE)

Calculated in seconds, minutes or hours, the total or average amount of time the support ticket has been escalated through the support tiers.

Total/Mean Time to Resolution (TTTR/MTTR)

Calculated in seconds, minutes or hours, the total or average time it takes from the creation of a support ticket to the resolution of the ticket or incident.

Total/Mean Time in Queue

Calculated in seconds, minutes or hours, the total or average amount of time the support ticket is not being "actively" worked on.

Total/Mean Time in Postmortem

Calculated in seconds, minutes or hours, the total or average time it takes to perform postmortem review of the support ticket after resolution.

1 comment:

keyperformanceindicators said...

I would like to introduce you some KPIs, I think, may be useful for community.

All Sample KPI

Best rgs
Ngo