MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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PDF Benchmarking Report SAMPLE Excel Benchmarking Data File SAMPLE
Report Number: NOC-NA-IN-0823
Number of data records in report: 34
Number of KPIs in report: 21
Report Production Date: August 2023
Currency Units: US Dollars $
Cost Metrics Monthly Cost per Device Monitored Cost per Ticket
Service Level Metrics Average Ticket Response Time (minutes) Average Ticket Resolution Time (hours) % of Closed Tickets that Meet or Exceed all Service Levels Same Day Resolution
Quality Metrics Ratio of Tickets to Alerts Average Server Availability Average Network Infrastructure Availability Automation Attempts (% of Total Alerts Generated) Auto Close (% of Automation Attempts) Average Monthly Tickets per Monitored Device Average Days of Open Tickets
Workload Metrics Desktops Managed Servers Managed Network Devices Other Devices Total Monitored Devices Average Monthly Alerts Generated Average NOC Tickets per Month Average Number of Open Tickets
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