Request resolution time by age tier - A powerful KPI to measure help desk performance

Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency.

As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved at 5pm in the evening, will have a request resolution of 9 hours. While a basic request resolution time graph can give you the number of hours clocked in to resolve the request, a request resolution time by age tier graph (as shown below) helps bring you a different perspective to request resolution rates. Grouping requests into specific time frames or tiers (based on the time taken to resolve the requests) allows for easy analysis of help desk data, and is a lot more convenient than looking at individual request resolution times for each request.

The above bar graph gives you the number of requests resolved within the given age tiers, namely 0-30 hours, 31-45 hours, 46-60 hours and over 60 hours. This graph shows that the number of requests resolved in '0-30 hours' increases steadily from Q1 2017 to Q1 2018 along with an increase in the total number of requests. A helpdesk manager's goal should be to keep the volume of requests in the higher age tiers to a minimum and increase the volume of requests resolved in the lower tiers (such as 0-30 hours).

This report is available by default for out-of-the-box integration of ServiceDesk Plus with Analytics Plus . In case you wish to create this report on your own, just fill your fields as given in the image below.

Please note that this graph was built using sample data and that your results might vary depending on your dataset. The purpose of this graph is to familiarize you with the key metrics that are important to your help desk.

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