The Complete Guide to Helpdesk Metrics and How to Track Them

LEESBURG, Va. - March 13, 2023 - PRLog -- What are the top helpdesk metrics and best practices?

Helpdesks are the first point of contact for customers, so it is important to have metrics in place that measures the quality of customer service.

Metrics are a way to measure customer service, customer satisfaction and helpdesk performance. There are many different metrics that can be used to measure customer service, customer satisfaction and helpdesk performance. The most common metrics used by companies include:

• Average handle time (AHT)
• Average wait time (AWT)
• Customer satisfaction rating (CSR)
• Customer service index (CSI)
• On hold time (OHT)
• Abandonment rate (%)

Tips for managing your helpdesk

The following is a list of helpful tips for managing your helpdesk.

• Be proactive instead of reactive in solving customer problems with self-service portal.  
• Be proactive about monitoring the helpdesk to make sure it's running smoothly and efficiently using customer service automation tool.  
• Make sure you have an organized and efficient process for handling customer inquiries and requests, from opening a ticket to closing one using ticketing system.  
• Have a clear understanding of what the company's service levels are, how to measure them, and how to ensure they are met consistently.  
• Keep track of your helpdesk metrics on a regular basis by building a knowledge base so that you can identify any potential problems early on and take corrective action with the help of helpdesk software before they become major issues.  

What are the different types of helpdesk metrics?

The helpdesk metrics in ticketing system are used to measure the customer service of a company. They can be categorized into three different types:

• Helpdesk ticket volume: This metric measures the number of tickets submitted by customers within a given period time. It is measured in tickets per hour, tickets per day, or tickets per month.  
• Average handle time: This metric is used to measure how long it takes for an agent to respond to a ticket after it has been submitted by the customer.  
• Customer satisfaction: This metric is used to measure how satisfied customers are with the service they received from an agent on a scale of 1-5 (with 5 being very satisfied).

For more: https://www.yoroflow.com/complete-guide-to-helpdesk-metri...