KPIs in ‘Information Technology’
Average number of calls / service requests per employee of call center / service desk within measurement period.
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
Percentage of closed service requests that have been escalated to management, relative to all closed service requests within measurement period.
Percentage of service requests that were solved by the first-line without assistance of second and/or third-line support relative to all service requests received within the ...