Help Desk Service Level Agreement Compliance Report



Similar to the Customer Satisfaction Report. You want to be able to slice and dice an SLA compliance report.

This customer service report provides the ability to see SLA compliance from the perspective of Service Groups, Departments, Locations, Regions, Creators, Assignees and Customers. For example, a particularly challenging customer may complain that the Customer Service organization is not providing an adequate level of service. This report will show you exactly how the Customer Service organization performed over time with any specific customer. This report can also help you evaluate the contribution that Assignees and Creators are making to customer satisfaction.


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

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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