Service Desk Metrics
Service Desk Composite Customer Experience
The Service Desk Composite Customer Experience (SDCCE) Score measures the amount of positive customer survey responses that were received.
The Service Level Objective (SLO) for the SDCCE is a positive response rate of 85% or higher. Customer survey responses may range from a 1 (Extremely Unhelpful) to a 7 (Extremely Helpful).
First Level Resolution
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at level 1, without having to escalate the ticket to level 2 (desktop/technical support), level 3 (internal IT professionals in applications, networking, the data center, or elsewhere) or vendor support.
The Service Level Objective (SLO) for first level resolution by the Service Desk is 75% or higher.
Service Desk Monthly Customer Interactions
Total interactions include phone, email, self-service, direct entry and walk-up interactions.
Customer Demographics
Customer demographics shows the customer’s affiliation to UT that the Service Desk receives.
Method of Contact
Method of contact is how the customer contacted the Service Desk for assistance, which includes phone, email, walk-up and self-service.
Email & Online Response
The Service Level Objective (SLO) for Email & Online Response is to respond to 85% of submissions within 4 business hours
Business Hours: Mon – Fri 8 AM - 5 PM
UT Operators Monthly Calls
Calls handled by the campus operator & service desk agents.
Phone Response
The Service Level Objective (SLO) for Phone Response is to answer 75% of calls within 2 minutes
Business Hours: Mon – Fri 8 AM - 5 PM
Service Desk Top Service Offerings
Ticket categorization data shows what kind of tickets the Service Desk receives.
In Person Services Metrics
In-Person Services Composite Customer Experience
The In-Person Services Composite Customer Experience (IPSCCE) Score measures the amount of positive customer survey responses that were received.
The Service Level Objective (SLO) for the IPSCCE is a positive response rate of 85% or higher. Customer survey responses may range from a 1 (Extremely Unhelpful) to a 7 (Extremely Helpful).
ID Card Monthly Production
Card production is when an ID card is issued, which includes first card, replacement & reissue.
In Person Services Monthly Customer Interactions
Total interactions include phone, email, self-service, direct entry and walk-up interactions.
In Person Services Top Service Offerings
Ticket categorization data shows what kind of tickets In Person Services receives
In Person and Online First Card Issuance
First card issuance for in person and online customers
Technical Customer Support Metrics
Technical Customer Support Composite Customer Experience
The Technical Customer Support Composite Customer Experience (TCSCCE) Score measures the amount of positive customer survey responses that were received.
The Service Level Objective (SLO) for the TCSCCE is a positive response rate of 85% or higher. Customer survey responses may range from a 1 (Extremely Unhelpful) to a 7 (Extremely Helpful).