Report of the week: Average response time by category
What is response time? Response time is the time taken for a technician to respond to a request. It tells you exactly how much time your technicians took to respond to a request. Response time is important because it is a direct measure of customer satisfaction. Lower your response time, the higher the level of customer satisfaction. Response time is also indicative of the efficiency of service teams and their work flow models.
Here's an average response time report created using Analytics Plus:
You can tweak this report to give you the average response time based on priority, site, technician, requester, or SLA. I've chosen category, because it will give me details about the categories that take longest to respond. Using this report, I can also drill down into specific categories and look at the historical trend of how response times have been in the past as compared to the current response times.
Here's a video of explaining the above steps:
Click here to explore more reports for ServiceDesk Plus integrations.