Metrics for Customer Support Services

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%.

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

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 shows the customer’s affiliation to UT that the Service Desk receives.

Method of contact is how the customer contacted the Service Desk for assistance, which includes phone, email, walk-up and self-service.

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

Calls handled by the campus operator & service desk agents.

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%.

Card production is when an ID card is issued, which includes first card, replacement & reissue.

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

Ticket categorization data shows what kind of tickets In Person Services receives

First card issuance for in person and online customers