Please see attached a new content pack for Service Desk that includes a series of Crystal Reports that can be modified for use with any version of Service Desk from version 7.5.
Reports included:
• 8.3 Number of Incidents and Requests
• 8.4 Average Time to Respond by Channel
• 8.5 Abandoned Rate
• 8.6 Average Time Taken to Resolve Incidents or Fulfil Service Requests : INCIDENTS
• 8.6 Average Time Taken to Resolve Incidents or Fulfil Service Requests : REQUESTS
• 8.7 First Contact Resolution Rate
• 8.8 First level incident resolution and request fulfilment rate
• 8.9 Reopened Incident and Request Rate
• 8.10 Backlog Management
• 8.11 Percentage of Hierarchic Escalations
• 8.12 Percentage of functional escalations (reassignment)
• 8.13 Average resolution time by priority
• 8.14 - Average Resolution Time Incidents
• 8.14 - Average Resolution Time Requests
• 8.16 - Remote control monitoring measured against goals
• 8.17 - Self-logging monitoring measured against goals
• 8.18 - Self-help monitoring measured against goals
• 8.19 - Knowledge Usage
• 8.21 Monitoring incidents caused by changes measured against goals
• 8.23 Average cost per incident and service request by channel (method received)
• 8.24 Average cost per incident and service request
• 8.25 Event Based Customer Satisfaction Measurement