Hourly, Daily, Weekly, Monthly Metrics for Help Desk


You have a very busy day. You don't have the time to figure out all the right metrics/KPIs for your organization and then specify and code reports in your call tracking system or wade through the 100's of canned reports searching for the right metrics/KPIs. You also do not have time to "kick" your call tracking system to get this information on a hourly, daily, weekly, monthly or quarterly basis. You need to have the right metrics/KPIs sent to you and your term at the scheduled intervals that you deem appropriate for each leader, supervisor or agent. You need real-time information sent to you at exactly the time that you need it.

You will always need the ability to quickly generate ad hoc reports with little effort.

It is easy to measure the performance of a Wall Street stock trader with profit/loss as measured in dollars. Revenue is the most "pure" metric possible. But, for those of us not trading stocks all day, it is harder to tie performance to revenue generation/impact, but a close as link as possible.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms