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HelpDesk Reporting

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by ehall

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I'm not looking for the best reporting software, but rather which reports are most useful. We run an in house HelpDesk system and I need to generate reports based on our ticketing and SLA. Just wondering what type of reports you find most useful.

4 replies

by sujit1215

For a helpdesk i think the response time to a ticket and breached tickets.Also you can seperate the calls logged under different categories like software or hardware or OS related etc..

by sullyman69

These are a few that I follow up on with the leaders that I manage on a daily basis;

1.Ticket to call ratio
2.ASA - Average Speed of Answer
3.Phone time variance = Timekeeping system total minutes / switch activity
4.Productivity = switch activity(minutes )/Timekeeping system minutes
5.Adherence = % how closely an agent manages to adhere to their schedule
6.Billing yield %
7.Occupancy %

If you ahve any questions about how to calculate any of the above let me know!!

by ehall

Do you mind me asking what HelpDesk software you are running and what you think of it.

I work for a smaller company (about 250 employees) with a variety of needs. We support Real Estate, Broadcasting, a Graphics studio, a church... so it is very diverse. Just looking for ideas, since I belive my director wants to scrap our current HelpDesk in favor of something a bit more robust.

by kathyl

Here are the metrics I use to monitor my staff's performance.

# tickets received per day/week/month/year
Avg. # of calls closed per day/week/month/year.
Avg. # of calls submitted per day/week/month/year.
% of calls resolved within SLA guidelines
# and % of calls resolved within 24 hours
# calls submitted for a specific category (ex. printer issue, outlook issue, phone issue)

I have 3 technicians who support an internal user base of about 200 employees. We are currently using C2 Enterprise for our ticketing system and Business Objects to run reports off of the data in C2.

Hope this helps!
Kathy Lallana
Manager - Desktop Support Services

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