ITSC Metrics

The following document displays a set of standard metrics that measure the performance of the IT Service Center. The first 2 sections show graphs that consist of weekly data over a recent 3 month period split into day (7AM - 4PM) and night (4PM - 12AM) shifts. The metrics include:

• Calls Received vs. Calls Answered - Compares the number of phone calls received at the IT Service Center against the number of calls answered. These numbers are used to determine the abandonment rate (see below).
  
• Abandonment Rate - Calculates the percentage of calls to the IT Service Center that were abandoned (caller hung up) before being answered.
  
• Emails Received - Tracks the number of email tickets received at the IT Service Center.
  
• Average Speed to Answer - Calculates the average time it takes for a phone call to be answered by an IT Service Center technician.

The third section compares calls and emails received over the same 3 month period year to year. Additional metrics included in this section are:

• Assignments - The number of tickets that needed to be assigned to another department within ITSD to be resolved.
  
• Resolution Rate - The percentage of calls closed by the IT Service Center without the need to assign them to another department.