Serio Helpdesk - Reporting and Key Performance Indicators
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Reporting with Serio If you are setting up a new Helpdesk, you should think carefully about reporting. We've thought a lot about reports. That's why we include a full suite of ready-made reports for you to use - including standard measures like first-time fix rate, availability, closure rates, SLA performance and more. We also provide guidance on preparing management reports - useful for those attempting this for the first time, or getting started as a helpdesk manager or team leader. For example, there is our metrics white paper (see the link on the right), or our many blog articles. You can also construct your own reports using comprehensive samples and source code we provide. If you are comfortable with SQL-based report writing tools you can write your own totally custom reports. |
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