Two More Service Desk Performance Reports

Two new reports have been added to make it possible for support organizations to create their own dashboards for tracking the performance of their service desk team.  These new reports can be found in the ‘Reports’ section of the Analytics console.  They are called:

• First Call Resolutions
• Service Desk Only Resolutions

These reports can be added to a service desk dashboard that also includes some of the other standard reports that were already available, like:

• Requests Registered by Service Desk
• Service Desk Customer Satisfaction
• First Call Resolutions by Member
• Service Desk Only Resolutions by Member