Contains metrics concerning my work performance while working as a desktop support engineer at a previous position. While I was there, my customer satisfaction scores were consistently the highest.
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Metrics While working as Desktop Support Engineer
1. Month
Call Count Call Duration
August 214 15:07:56
September 181 12:09:47
October 174 13:29:19
November 134 11:44:07
Month Avg Closed Per Day Total Closed (Month)
August 3.83 92
September 5.1 83
October 5.9 130
November 3.5 77
Month Avg Closed Per Day Total Closed (Month)
August 1
September 4.1 65
October 22.1 486
November 8.4 184
Month Avg Opened Per Day Total Opened (Month)
September 0.6 10
October 1 25
November 1.6 36
Month Avg Closed/Open Per Day Total Closed/Open (Month)
August 3.83 92
September 9.8 158
October 38.7 774
November 13.5 297
Inbound
Ticket Closed
WasteQuip
Total Tickets
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ConnectWise
2. Avg Call Duration Call Count Call Duration Avg Call Duration
4:15 124 04:16:18 2:04
4:33 69 1:50:16 1:46
5:08 92 4:51:32 1:35
5:15 67 4:17:13 3:50
Month Avg Time to Accept Avg Time to Resolve (mins)
August 3.82 17.31
September 22.8 17.8
October 7.13 13.16
November 5.8 13.08
Score # Surveys
August 44.3 12
September 42.3 9
October 42.6 15
November 44.6 5
Overall Average 43.1 10.3
Green - You are performing at the standards
Red - You are performing below the standard
Yellow - Lack of opportunity to fully measure (weight coming soon)
Will Higgs' Scorecard 2015
Outbound
Ticket Response & Resolution Time
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Survey Results