A help desk administrator needs tools to make sure their help desk is being used properly and providing the necessary level of customer service to the companies/organizations customer base. |
- Monthly stats summary for all CSRs
- How many total tickets for the month for all CSRs
- Total tickets for the month for each CSR
- Number of Unsatisfactory tickets for each CSR
- Number of Outsanding (Good) tickets for each CSR
- Category statistics (How many tickets in each category)
- Summary statistics for the year-to-date
- First Responder statistics (Which techs are responding to tickets more quickly)
- Audit individual CSR stats at any time for any month
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| Click on the menu below to view information about each statistic. |
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