KPIs in ‘MOF | Information Technology’
Percentage of customer issues that were solved by the first phone call.
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
Listed in: Systems, Database, Network, ITIL Incident management, IT Service Levels, Application, Web Hosting, Telephony, Maintenance, Email, Storage, Backup, ASL Incident management, MOF Incident Management, VRM Process Performance, VRM Support, IT Incident & Problem
Tags: repair, time, duration, device, equipment, incident, solution, resolution, maintenance
Average number of calls / service requests per employee of call center / service desk within measurement period.