What reports do you use?
We have now been using our SDP in production for 3 months and I am at a standstill on what data I should be looking for to establish baselines. I am trying to get some information about how the software is being used by our users and how well our technicians are responding. There is so much data to dig through I just now quite sure what I should be looking for.
So I wanted to ask other users of the software what types of reports do you use to measure your help desk success and which KPI's do you look for? How do you measure it? Do you have a report that you run weekly/monthly, if so can you share it with me?
I am very curious to see some other best practices within the help desk world.