The goal is always to maintain an optimal level of cost per ticket. Empathy, patience, and positivity perhaps. And, therein lies the problem. Cost per ticket is a key service desk performance metric that helps IT support analyze its efficiency in handling tickets within a given budget. Therefore, IT support must remain efficient, even when IT spending is reduced. “One of the simplest but most powerful metrics is a count of every single interaction your team has had with your customers over a given period. Tracking this over time can give you a 360 degree view of support trends.” - Jeff Gardner, Director of Customer Support, Intercom “Total Conversations helps give you a sense for the entirety of support. 16 years ago In reply to IT support metrics You can email me directly at Nathan.Fisher@vs-hydro.com to ask for more metrics, but I'll throw out some ideas for you. They help CIOs or Heads of IT understand the value of technology and … Information technology metrics are techniques for measuring technology investments, productivity, execution, quality, risk and compliance. Call volume, chat times, response rates, close ratios, and a laundry list of other metrics are easier to record and analyze than ever before, across multiple layers of an organization - agent and team levels. This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. While I agree that support is ultimately about people, metrics are how we measure our performance and inform improvements. IT metrics are quantifiable measurements used by IT leaders to help manage the business of IT. A list of the most common metrics is shown below (see Figure 1). To boost your customer support strategy, take a left and right … But what about metrics? The following are common IT metrics. Figure 1: The 23 most commonly used IT support metrics. The average IT customer support organization tracks more than 20 metrics. The customer support channel can be measured, analyzed and critiqued a million and one different ways.


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