Average number of calls / service request per handle
Average number of calls / service requests per employee of call center / service desk within measurement period
% of overdue service requests
Number of overdue service requests (ot closed and not solved within the established time frame) relative to the number of open (not closed) service requests.
% of incidents reported more than once by customer
Percentage of incidents reported more than once by customer
% of Service Desk Availabilty
Calculation of the Service Desk Availiability over the Reporting Period.
Costs of operating call center / service desk
Costs of operating a call center / service desk, usually for a specific period such as month or quarter.
