Building performing metrics is as much an art as it is a science. Effective performance metrics give you a holistic picture and enable you to correlate and study the degree of influence one metric has over others. For instance, metrics that describe agent productivity are of little importance unless those metrics are correlated with overall workload.
This e-book outlines six help desk metrics that you shouldn't measure independently along with the right way to measure and interpret them.
Create an effective set of performance metrics that embody strategic goals, objectives, and outcomes in line with your organization's strategy.
Gain a clear understanding of agent and help desk performance, and get clues to drive positive behavior and achieve desired goals and objectives.
Make small, timely, and incremental improvements to performance and deliver continuous service improvement.