Metrics

Measuring the Performance of Helpdesk/Service Desk Team and Agents - Part 2

This is a follow from the post last week, continuing the topic of Team and Agent metrics.

Quality of Completion - An interesting an often overlooked figure connected with Incident Management. How many tickets are re-opened after closure? Whilst it might be that there are legitimate reasons for re-opening a closed ticket, a high number might suggest issues with quality control (closure before it's really closed).

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