Service Desk Metrics
Service Desk Composite Customer Experience
The Service Desk Composite Customer Experience (CCE) Score measures the amount of positive customer survey responses that were received.
We are graded on a 1 (Extremely Unhelpful) – 7 (Extremely Helpful) scale with a Service Level Objective (SLO) of 85%.
Service Desk Monthly Customer Interactions
Total interactions include phone, email, self-service, direct entry and walk-up interactions.
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.
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.
Service Desk Top Service Offerings
Ticket categorization data shows what kind of tickets the Service Desk receives.
UT Operators Monthly Calls
Calls handled by the campus operator & service desk agents.
In Person Services Metrics
In Person Services Composite Customer Experience
The Composite Customer Experience (CCE) Score measures the amount of positive customer survey responses that were received.
We are graded on a 1 (Extremely Unhelpful) – 7 (Extremely Helpful) scale with a Service Level Objective (SLO) of 85%.
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
TCS Composite Customer Experience
The Composite Customer Experience (CCE) Score measures the amount of positive customer survey responses that were received.
We are graded on a 1 (Extremely Unhelpful) – 7 (Extremely Helpful) scale with a Service Level Objective (SLO) of 85%.