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New metrics ideas can be introduced at any time.  Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.

Metrics Quadrant

Call Center

Repair Center

Software
Distribution

Telephony

Client Satisfaction or
Programmatic Outcomes

Client Satisfaction Overall with
Call Center

Client Satisfaction Overall with
Repair Center

 

Client Satisfaction Overall with
Telephone Help 

Resource Utilization
... of Team Services
(market penetration)
(utilization of the team
by MIT) (client uptake)
(event demographics)

Tickets per Topic
Unique IDs per Cohort

Total service calls by platform?
% that are Warranty

Software Downloads

Total Moves/Adds/Changes
Analog & ISDN orders
VOIP orders

AudioBridge Reservations

% Using NameConnector

Resource Utilization
... of Tools and Resources

Calls Offered
Tickets Created by Method  (% Email / % Voice / Other) 

Repair Center Tickets created

VSLS Tickets

VoIPHelp Tickets Created

Process Performance

Consultant Hours Per Day
Average Wait on Hold
Abandon Rate
1st day Resolution

Average Time to Resolve -- repair turnaround time or total elapsed?
(very different)

 

% VoIPHelp Solved in Tier 1

Finances

 

Revenue

 

 

Definitions and Means of Production

The SD Metrics Definitions and Means of Production page holds a table listing metrics we have in some detail, and identifying measures we'd like to build. 

Five (or more) Quarters of Measures Presentation

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Anchor
SD-metrics
SD-metrics

Service Desk

Office Excel
gridfalse
nameSD metrics.xls
comment
 TURNING OFF THE INDIVIDUAL SECTIONS IDEA in Q4 FY10...
{viewxls:name=SD call center metrics.xls|grid=false}

h4. Repair Center




{viewxls:name=SD repair center metrics.xls|grid=false}

h4. Software Distribution





{viewxls:name=SD software metrics.xls|grid=false}

h4. Telephony




{viewxls:name=SD telephony metrics.xls|grid=false}

h4. Tickets & Demographics

{viewxls:name=SD tickets metrics.xls|grid=false}

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Panel

Team Leaders upload fresh versions of their metrics documents here.

Attachments
uploadtrue
oldtrue

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