Define key performance indicators and measure your success
- Determine the success determining factors that show you that things are running smoothly, that the workload is well distributed and that the solution times are within the right corridor.
- Configurable target values set the path and serve as reference points for deviations and success. You measure long-term success by comparing predefined targets with the average of the past months.
- The dashboard displays the current KPIs for assessing service desk performance. For example, a complete overview of all tickets in your organization with monthly averages for created, closed and processed tickets. The average resolution time, direct resolution rate and escalation rates for response and resolution times are also included.