Metrics for Customer Support Services

Service Desk Metrics

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%.

Contacts Per Month

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.

Top Service Offerings

Ticket categorization data shows what kind of tickets the Service Desk receives.

ID Center Metrics

ID Center 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.

ID Center Monthly Customer Interactions

Total interactions include phone, email, self-service, direct entry and walk-up interactions.

ID Center Top Service Offerings

Ticket categorization data shows what kind of tickets the ID Center receives

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%.