The following are common IT metrics. “One of the simplest but most powerful metrics is a count of every single interaction your team has had with your customers over a given period. While I agree that support is ultimately about people, metrics are how we measure our performance and inform improvements. And, therein lies the problem. 16 years ago In reply to IT support metrics You can email me directly at Nathan.Fisher@vs-hydro.com to ask for more metrics, but I'll throw out some ideas for you. The average IT customer support organization tracks more than 20 metrics. Cost per ticket is a key service desk performance metric that helps IT support analyze its efficiency in handling tickets within a given budget. A list of the most common metrics is shown below (see Figure 1). The goal is always to maintain an optimal level of cost per ticket.
To boost your customer support strategy, take a left and right … Figure 1: The 23 most commonly used IT support metrics. IT metrics are quantifiable measurements used by IT leaders to help manage the business of IT. Call volume, chat times, response rates, close ratios, and a laundry list of other metrics are easier to record and analyze than ever before, across multiple layers of an organization - agent and team levels. Information technology metrics are techniques for measuring technology investments, productivity, execution, quality, risk and compliance. Therefore, IT support must remain efficient, even when IT spending is reduced. Empathy, patience, and positivity perhaps. The customer support channel can be measured, analyzed and critiqued a million and one different ways.
They help CIOs or Heads of IT understand the value of technology and … This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. Tracking this over time can give you a 360 degree view of support trends.” - Jeff Gardner, Director of Customer Support, Intercom “Total Conversations helps give you a sense for the entirety of support. But what about metrics?