What's your IT service desk's key metric?

@manns One of the metrics we take very seriously is a First Call Resolved metric. This helps us see just how proficient our agents are. It also is a good indicator when we pull the ticket data in conjunction with this to see the types of issues that tend to lead to a successful FCR. We can use this to really gauge the intuitiveness, experience, and expertise of our agents. Add in some customer satisfaction ratings and you get a good picture of what a desired customer experience would look like.

Great topic for discussion!

I’m with you on the need for more discussion in this area :)

The FCR metric is an interesting one, with it needing CSAT or experience-related metrics to ensure that it isn’t being “played,” with the end-user’s time wasted because a FCR target needs to be met. On the plus side, it certainly helps to reduce end-user lost productivity which drives employee experience.

The introduction of AI-enabled capabilities impacts FCR target levels and potentially continued relevance though (because many of the FCR-friendly tickets are actioned by the technology and the humans are left with the more complicated issues and requests). It will be interesting to see this change play out.