This report will help you understand the timing and volume of calls so that you can properly plan to have the right amount of resources available.
In this report, you can also see how many different kinds of submit methods (Phone, Email, Web, etc.) are used for any date range and the time of day selected. You can also see the length of time it takes to process and resolve calls. This is a valuable report because the workload of the customer service organization is not adequately represented via your ACD reports since the time to process and resolve calls is not captured.
Download the webinar slides: Metrics For IT Help Desk & Customer Service Organizations