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https://www.atlassian.com/itsm/service-request-management/it-metrics-and-reporting
When deciding which IT metrics to track, you should carefully consider the implications for the IT department and the business. For example, mean time to resolve and percentage of open tickets are certainly helpful metrics for IT teams to track, but relying heavily on these metrics may have undesirable consequences for your team. When your first-level support team is incentivized to close ...
https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
Figure 1: The 23 most commonly used IT support metrics. This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. The vast majority of these metrics, however, are only marginally relevant at best. The eight KPIs that really matter are the following:Author: Jeff Rumburg
https://www.kayako.com/blog/customer-support-metrics/
Mar 03, 2016 · Customer support productivity metrics. Use these metrics to see if any further training is needed to keep your customer support team from repeating the same problems over and over.. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics.. In this section:
https://www.insightsquared.com/blog/customer-service-metrics/
*Bear in mind that some metrics are featured in multiple categories, but with different pivots. (For even more information on customer service metrics, read our FREE eBook: The Right Metrics for Your Customer Service Team.) Rep Activity Metrics. Without looking at the numbers, it’s difficult to know which reps are underperforming.
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