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Customer service
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KPIs in ‘Customer service’
tagged with
‘resolution’
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Cost per Resolution
Cost per Resolution
Cycle Time, Issue Resolution
Cycle Time, Issue Resolution
% of resolved calls that have not been closed
Calcuation of Resolved calls that have not been closed. This shows the percentage of calls for which user confirmation has not been obtained.
Listed in: ITIL Service Desk, IT Service Desk & Support, Help / Support Desk
Tags: call, resolution, closure
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