This document discusses key performance indicators (KPIs) that can be used to measure the performance of a help desk. It defines help desk agent occupancy as the percentage of time agents spend providing support to customers out of their total working time. Other KPIs mentioned include abandoned call rate, calls offered/answered, average speed to answer, and first-contact resolution. First-contact resolution measures the percentage of issues that agents resolve without having to escalate the issue further. The document recommends analyzing first-contact resolution trends and non-resolving ticket types to identify areas for improving help desk knowledge, processes, or supported technologies.

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Help Desk KPI - IT-Toolkits.org
Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to
understand how well the Help Desk is performing in relation to their strategic goals and objectives.
Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the
Help Desk and provide measurable results if the team is on track or not.
Help Desk Agent occupancy is how much time an agent is actually providing support to your
customers as a percentage of all of the time spent by a Help Desk Agent at work. Tracking phone or
telecom KPIs are a good foundation to start with.
So how do you measure Help Desk Agent occupancy? We your automatic call distributor (ACD) and
reporting server can provide the following;
ACD time – Talking to the Customer
ACW time – After Call work/Wrap Time
Hold time – Placing the Customer on hold
Training time
Break time
Meeting time
Idle time – waiting for a call
Now let’s do the math and the answer will be expressed in a percentage.

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ACD Time + ACW Time + Hold Time / ACD Time + ACW Time+ Hold Time+ Break Time +Training +
Meeting Time + Idle time
What other KPIs do we measure from the Telecom ACD?
Number of abandoned calls – An abandoned call is a call that is ended before any conversation
occurs. So what can lead to a high abandon rate? Often inbound calls are abandoned because the
caller is frustrated with the time on hold.
Calls offered – Calls offered are calls that actually received by your ACD.
Calls answered – Calls answered are calls that are actually received by your agents.
Average Speed to Answer (ASA) Average Speed to Answer is the time between when the call is
queued for the ACD queue and ends when a Help Desk Agent answers the call.
First-Contact Resolution – Help Desk Agent and team First Contact Resolution FCR percentage is a
measurement of how many contacts the agent and team handles while still in first contact with the
customer and compared to the total contacts. There are many ways to measure First Contact
Resolution but it is based on technology available.
If your telecom and ticketing systems are integrated, then you can set a ticket close threshold limit
of wrap up when a support call ends. If the ticket is resolved and closed in that threshold then it is
considered a FCR.
Another way to measure FCR is that a ticket is opened and closed with in a threshold, such as 30
minutes, by the same agent. A disadvantage is you may under measure FCR if the support call
exceeds the time threshold.
You may also prompt an agent to note if the ticket is FCR or not upon closure. Since FCR is a
performance measurement, you must audit the tickets and calls to ensure the agent is coding FCR
properly.
Low FCR percentages can indicate that internal processes such as knowledge management need to
be improved. It can also be impacted by inadequate agent training on the technology supported by
the Help Desk. To solve this perform a query on all non-FCR tickets for a period of time. Sort the
tickets by classification category. Look for trends of ticket types for review. You may find areas to work
with second level support to improve Help Desk knowledge solutions or areas to improve the
technology deployed to the customer.
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