Processing Workload Report

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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

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