This is a Help Desk Balanced Scorecard Report, it is one of reports that Balanced Scorecard Designer can generate for Help Desk scorecard. With this software you can also design your own KPIs, Balanced Scorecards and metrics.


Help Desk Balanced Scorecard

Report includes: 1 month(s) 49 day(s), from 05.04.2008 to 24.05.2008

  Name Start value End value Dynamic Contains
Root Help Desk Balanced Scorecard 48,03 % 44,02 % -4,01 %
Service Excellence(32,4%, -18,71%Down)
Program Excellence(47,6%, -4,52%Down)
Performance Excellence(47%, 16,74%Up)
Quantitative Control(73,9%, 14,82%Up)

Graph for Help Desk Balanced Scorecard

Graph for Help Desk Balanced Scorecard

Data for Help Desk Balanced Scorecard

DatesValue
05.04.200848,03
12.04.200865,88
19.04.200849,1
26.04.200844,79
03.05.200848,96
10.05.200846,1
17.05.200860,79
24.05.200844,02

Service Excellence

  Name Start value End value Dynamic Parent Contains
Root Service Excellence 51,06 % 32,35 % -18,71% 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

Graph for Service Excellence

Data for Service Excellence

DatesValueWeight
05.04.200851,064
12.04.200871,574
19.04.200845,864
26.04.200844,234
03.05.200858,484
10.05.200846,544
17.05.200867,874
24.05.200832,354

Customer Satisfaction

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer Satisfaction 91,9 2 -89,9 % Maximize Service Excellence
Description Assessed through surveys of customers via telephone call, email or post.

Graph for Customer Satisfaction

Graph for Customer Satisfaction

Data for Customer Satisfaction

DatesWeightMinMaxValue
05.04.20083010091,9
12.04.20083010029,1
19.04.20083010069,8
26.04.20083010059,7
03.05.20083010038,1
10.05.20083010085,3
17.05.20083010067,9
24.05.2008301002

Response Time

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Response Time 16,177 29,149 + 12,97 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

Graph for Response Time

Data for Response Time

DatesWeightMinMaxValue
05.04.2008273016,177
12.04.200827307,621
19.04.2008273026,941
26.04.2008273029,724
03.05.2008273019,443
10.05.2008273028,988
17.05.2008273011,462
24.05.2008273029,149

The call abandon rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root The call abandon rate 85,38 57,344 -28,04 % Minimize Service Excellence
Description Percentage of abandoned calls.

Graph for The call abandon rate

Graph for The call abandon rate

Data for The call abandon rate

DatesWeightMinMaxValue
05.04.200821410085,38
12.04.200821410021,826
19.04.200821410045,562
26.04.200821410060,354
03.05.200821410040,488
10.05.200821410076,78
17.05.200821410017,44
24.05.200821410057,344

Program Excellence

  Name Start value End value Dynamic Parent Contains
Root Program Excellence 52,15 % 47,63 % -4,52% 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

Graph for Program Excellence

Data for Program Excellence

DatesValueWeight
05.04.200852,153
12.04.2008733
19.04.200863,433
26.04.200841,613
03.05.200838,283
10.05.200829,243
17.05.200863,043
24.05.200847,633

Call Volume

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Call Volume 17,73 16,05 -1,68 % 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

Graph for Call Volume

Data for Call Volume

DatesWeightMinMaxValue
05.04.2008203017,73
12.04.2008203015,84
19.04.2008203012,06
26.04.2008203013,83
03.05.200820304,11
10.05.2008203010,71
17.05.2008203018,06
24.05.2008203016,05

Solution Accuracy

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Solution Accuracy 60,45 53,625 -6,825 % Maximize Program Excellence
Description Assessment of the accuracy of solutions the Help Desk provides customers.

Graph for Solution Accuracy

Graph for Solution Accuracy

Data for Solution Accuracy

DatesWeightMinMaxValue
05.04.2008407560,45
12.04.2008407567,5
19.04.2008407560,225
26.04.2008407539
03.05.2008407530,525
10.05.2008407510,725
17.05.2008407531,725
24.05.2008407553,625

Reliability of Predefined Solutions

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Reliability of Predefined Solutions 17,28 7,74 -9,54 % Maximize Program Excellence
Description Assessment of the reliability and accuracy of the predefined solutions for common problems.

Graph for Reliability of Predefined Solutions

Graph for Reliability of Predefined Solutions

Data for Reliability of Predefined Solutions

DatesWeightMinMaxValue
05.04.2008309017,28
12.04.2008309075,96
19.04.2008309044,82
26.04.2008309023,58
03.05.2008309041,94
10.05.2008309024,93
17.05.2008309074,43
24.05.200830907,74

Performance Excellence

  Name Start value End value Dynamic Parent Contains
Root Performance Excellence 30,27 % 47,01 % + 16,74% 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

Graph for Performance Excellence

Data for Performance Excellence

DatesValueWeight
05.04.200830,272
12.04.200863,052
19.04.2008362
26.04.200853,182
03.05.200851,872
10.05.200864,452
17.05.200850,762
24.05.200847,012

First Time Settlement

  Name Start value End value Dynamic Measure units Optimization method Parent
Root First Time Settlement 24,895 45,5 + 20,6 % Maximize Performance Excellence
Description The number or percentage of problems resolved during the first customer call.

Graph for First Time Settlement

Graph for First Time Settlement

Data for First Time Settlement

DatesWeightMinMaxValue
05.04.2008306524,895
12.04.200830656,24
19.04.2008306527,235
26.04.2008306511,505
03.05.2008306537,765
10.05.2008306529,835
17.05.2008306518,785
24.05.2008306545,5

Resolution Excellence

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Resolution Excellence 56,52 58,77 + 2,25 % Maximize Performance Excellence
Description The number of problems resolved versus the number of customer problems issued.

Graph for Resolution Excellence

Graph for Resolution Excellence

Data for Resolution Excellence

DatesWeightMinMaxValue
05.04.2008209056,52
12.04.2008209060,12
19.04.2008209030,69
26.04.2008209061,92
03.05.2008209054,99
10.05.2008209068,58
17.05.2008209049,95
24.05.2008209058,77

Resolution Time

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Resolution Time 22,624 23,758 + 1,134 Score Minimize Performance Excellence
Description Average time required to identify the right solution to a customer problem.

Graph for Resolution Time

Graph for Resolution Time

Data for Resolution Time

DatesWeightMinMaxValue
05.04.2008372522,624
12.04.200837258,602
19.04.2008372519,258
26.04.2008372510,87
03.05.2008372518,484
10.05.2008372511,176
17.05.2008372513,534
24.05.2008372523,758

Quantitative Control

  Name Start value End value Dynamic Parent Contains
Root Quantitative Control 59,06 % 73,88 % + 14,82% 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

Graph for Quantitative Control

Data for Quantitative Control

DatesValueWeight
05.04.200859,061
12.04.200827,471
19.04.200845,261
26.04.200839,791
03.05.200837,051
10.05.200858,191
17.05.200845,761
24.05.200873,881

Number of calls

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Number of calls 12,636 20,176 + 7,54 Score Maximize Quantitative Control
Description The number of calls taken per Help Desk agent per shift.

Graph for Number of calls

Graph for Number of calls

Data for Number of calls

DatesWeightMinMaxValue
05.04.2008302612,636
12.04.200830268,294
19.04.200830266,37
26.04.2008302615,522
03.05.2008302622,152
10.05.200830265,772
17.05.2008302623,816
24.05.2008302620,176

Time controller

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Time controller 14,974 36,97 + 22 Score Minimize Quantitative Control
Description The time spent per call.

Graph for Time controller

Graph for Time controller

Data for Time controller

DatesWeightMinMaxValue
05.04.20083136014,974
12.04.20083136041,012
19.04.20083136045,101
26.04.20083136054,454
03.05.20083136058,355
10.05.20083136024,985
17.05.20083136044,02
24.05.20083136036,97

Opened tickets

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Opened tickets 82 60,925 -21,08 Score Minimize Quantitative Control
Description The number of tickets opened.
Target description [per week]

Graph for Opened tickets

Graph for Opened tickets

Data for Opened tickets

DatesWeightMinMaxValue
05.04.200825212782
12.04.2008252127120,025
19.04.200825212766,925
26.04.200825212766,55
03.05.2008252127103,525
10.05.200825212773,75
17.05.2008252127126,175
24.05.200825212760,925
Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 28.04.2008 23:51:33

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