This is a Help Desk Metric Dashboard (Diamond) Report, it is one of reports that Balanced Scorecard Designer can generate for Help Desk KPI. With this software you can also design your own scorecards, KPIs and metrics.

Help Desk Balanced Scorecard

Report includes: 1 day(s), from 28.10.2008 to 28.10.2008

Name

Start value

End value

Dynamic

Contains

Help Desk Balanced Scorecard

46,26 %

0 %

Service Excellence	(42%, 0%)
Program Excellence	(59,6%, 0%)
Performance Excellence	(34,4%, 0%)
Quantitative Control	(47,3%, 0%)

Graph for Help Desk Balanced Scorecard

Data for Help Desk Balanced Scorecard

Dates	Value
28.10.2008	46,26

Service Excellence

Name

Start value

End value

Dynamic

Parent

Contains

Service Excellence

41,96 %

Help Desk Balanced Scorecard

Indicators

Customer Satisfaction

Response Time

The call abandon rate *

Employee Proficiency *

* - Information for this metric is limited in sample report

Graph for Service Excellence

Data for Service Excellence

Dates	Value	Weight
28.10.2008	41,96	4

Customer Satisfaction

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Satisfaction	66,4	66,4	0	%	Maximize	Service Excellence

Description Assessed through surveys of customers via telephone call, email or post.

Graph for Customer Satisfaction

Data for Customer Satisfaction

Dates	Weight	Min	Max	Value
28.10.2008	3	0	100	66,4

Response Time

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Response Time	26,32	26,32	0	Score	Minimize	Service Excellence

Description The average time phone calls are answered; time it takes for a Help Desk agent who is to troubleshoot the service request to contact an authorized caller.
Target description [minutes]

Graph for Response Time

Data for Response Time

Dates	Weight	Min	Max	Value
28.10.2008	2	7	30	26,32

Program Excellence

Name

Start value

End value

Dynamic

Parent

Contains

Program Excellence

59,55 %

Help Desk Balanced Scorecard

Indicators

Call Volume

Solution Accuracy

Reliability of Predefined Solutions *

Tracking Accuracy *

* - Information for this metric is limited in sample report

Graph for Program Excellence

Data for Program Excellence

Dates	Value	Weight
28.10.2008	59,55	3

Call Volume

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Call Volume	1,41	1,41	0	%	Maximize	Program Excellence

Description The number of calls taken by the Help Desk within a certain time period (a day, a month, a year).
Target description [number of calls per day]

Graph for Call Volume

Data for Call Volume

Dates	Weight	Min	Max	Value
28.10.2008	2	0	30	1,41

Solution Accuracy

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Solution Accuracy	67,95	67,95	0	%	Maximize	Program Excellence

Description Assessment of the accuracy of solutions the Help Desk provides customers.

Graph for Solution Accuracy

Data for Solution Accuracy

Dates	Weight	Min	Max	Value
28.10.2008	4	0	75	67,95

Performance Excellence

Name

Start value

End value

Dynamic

Parent

Contains

Performance Excellence

34,41 %

Help Desk Balanced Scorecard

Indicators

First Time Settlement

Resolution Excellence

Resolution Time *

Agent Commitment *

* - Information for this metric is limited in sample report

Graph for Performance Excellence

Data for Performance Excellence

Dates	Value	Weight
28.10.2008	34,41	2

First Time Settlement

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	First Time Settlement	19,825	19,825	0	%	Maximize	Performance Excellence

Description The number or percentage of problems resolved during the first customer call.

Graph for First Time Settlement

Data for First Time Settlement

Dates	Weight	Min	Max	Value
28.10.2008	3	0	65	19,825

Resolution Excellence

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Resolution Excellence	57,96	57,96	0	%	Maximize	Performance Excellence

Description The number of problems resolved versus the number of customer problems issued.

Graph for Resolution Excellence

Data for Resolution Excellence

Dates	Weight	Min	Max	Value
28.10.2008	2	0	90	57,96

Quantitative Control

Name

Start value

End value

Dynamic

Parent

Contains

Quantitative Control

47,31 %

Help Desk Balanced Scorecard

Indicators

Number of calls

Time controller

Opened tickets *

Closed tickets *

* - Information for this metric is limited in sample report

Graph for Quantitative Control

Data for Quantitative Control

Dates	Value	Weight
28.10.2008	47,31	1

Number of calls

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of calls	17,94	17,94	0	Score	Maximize	Quantitative Control

Description The number of calls taken per Help Desk agent per shift.

Graph for Number of calls

Data for Number of calls

Dates	Weight	Min	Max	Value
28.10.2008	3	0	26	17,94

Time controller

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Time controller	51,869	51,869	0	Score	Minimize	Quantitative Control

Description The time spent per call.

Graph for Time controller

Data for Time controller

Dates	Weight	Min	Max	Value
28.10.2008	3	13	60	51,869

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 20.11.2008 17:15:01