It's imperative for help desks agents to have real-time visibility of the Ticket Queue. Tickets in the queue should have an assigned priority, and account for the ability for agents or customers to escalate the importance of a ticket. This allows agents to align their priorities, and respond to urgent tickets in a timely manner. The ticket queue should also contain information such as the age of the ticket, the responding agent, the type of ticket, and it's current status.
- A high or increasing number of tickets resolved in a short period of time.
- A low or decreasing number of tickets ageing in the queue.
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KPIs & Metrics 101
Everything you need to know about KPIs to start your data driven journey
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Real life business examples of KPIs and how to establish key business metrics