Understanding the impact of assignment time on your ticket resolution time.

Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time.

The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too much time in an unassigned state.

Using the report above, you can see important details such as the number of critical or high priority tickets that take more than 10 hours to be assigned to technicians.

A slight variation of the above report would be the time taken to assign tickets by hour of the day. This report is helpful to understand the ticket assignment behavior during the course of a typical day.

From this report, you can infer that most of the tickets created during the first half of the day, take a little longer to get assigned than those created during the latter half of the day. This could indicate a higher volume of incoming tickets in the morning hours which in-turn causes delay in tickets getting routed to the right technician. The ideal way to combat this is to beef up your help desk team during the busy hours.

The best way to track ticket improvements in assignment time is by using a trend report. A report showing the trend of average assignment time (given below) will indicate progress made over a period of time.

These are some of the out-of-the-box reports offered by Analytics Plus for ManageEngine ServiceDesk Plus. If you'd like to see more such reports, check out our demo site.