Introduction to Outsourced IT Service Desk Metrics | Definitions, Formulas & Key Correlations
This introductory guide to Outsourced IT Service Desk Metrics includes definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below.
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Price per Inbound Contact is the total annual operating expense of the Service Desk divided by the annual inbound contact volume of the Service Desk.
Price per Minute of Inbound Handle Time is simply the Price per Contact divided by the Average Inbound Contact Handle Time.
Net Level 1 Resolution Rate is the number of incidents resolved in the Service Desk, divided by all incidents that can potentially be resolved at the Service Desk.
Agent Utilization is the average time that an Agent spends handling both inbound and outbound contacts per month, divided by the number of work hours in a given month.
Inbound Contacts per Agent per Month is the average monthly inbound contact volume divided by the average Full Time Equivalent (FTE) Agent headcount.
Outbound Contacts per Agent per Month is the average monthly outbound contact volume divided by the average FTE agent headcount.
Agents as a % of Total Headcount is the Full Time Equivalent agent headcount divided by the total Service Desk headcount.
Average Speed of Answer is the total wait time that callers are in queue, divided by the number of calls handled.
% of Calls Answered in 30 Seconds is the percentage of all incoming calls that are answered by a live Agent within 30 seconds.
Call Abandonment Rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching an Agent, or before completing a process within the IVR.
Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Service Desk experience.
Net First Contact Resolution is the percentage of inbound calls that are resolved on the first interaction with the customer, divided by all calls that are potentially resolvable on first contact.
Call quality is typically measured on a scale of 0 to 100%, and includes such things as agent courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, following the script, etc.
Annual Agent Turnover is the percentage of Agents that leave the Service Desk, for any reason (voluntarily or involuntarily), on an annual basis.
Daily Agent Absenteeism is the average percentage of Agents with an unexcused absence on any given day.
Agent Occupancy is the percentage of time that an Agent is in their seat connected to the ACD, and either engaged in a call or ready to answer a call, divided by the total number of hours at work (excluding break time and lunch time).
Agent Schedule Adherence is a measure of whether agents are in their seats ready to accept calls as scheduled. It measures how well a Service Desk’s agents are “adhering” to the schedule.
New Agent Training Hours is the number of training hours (including classroom, CBT, self-study, shadowing, being coached, and OJT) that a new Agents receives before he/she is allowed to handle customer contacts independently.
Annual Agent Training Hours is the average number of training hours (including classroom, CBT, self-study, shadowing, etc.) that an Agent receives on an annual basis.
Agent tenure is the average number of months that Agents have worked on a particular Service Desk.
Agent Job Satisfaction is the percent of Agents in a Service Desk that are either satisfied or very satisfied with their jobs.
Inbound Contact Handle Time for a live (telephone) contact is the average time that an Agent spends on the contact, including Talk Time, wrap time, and After Call Work Time.
Inbound Contacts as a % of Total Contacts is a measure of inbound contact volume divided by all contact volume, including inbound and outbound contacts from all sources (voice, voice mail, Email, etc.).
The User Self-Service Completion Rate is the percentage of incidents that are resolved by the user without the assistance of a live agent.
You may also be interested in our whitepaper The Seven Most Important Service Desk Metrics.