% Resolved Level 1 Capable is a Desktop Support metric. It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service desk. This happens when the service desk dispatches or escalates a ticket to desktop support that could have been resolved by the service desk, or when a user bypasses the service desk altogether, and goes directly to desktop support for a resolution to their problem. Although the metric is tracked at desktop support, it has strong implications for both desktop support and the service desk.Read More
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