Help Desk Software Help Desk Metrics and KPIs 2

Question 1

What does 'cost per ticket' KPI measure in help desk operations?

Accepted Answer

The total support operating cost divided by the number of tickets handled

Answer

The price customers pay per support incident

Answer

The agent's salary per hour

Answer

The licensing cost of the ticketing software

Question 2

What is agent utilization rate in help desk performance tracking?

Accepted Answer

The percentage of time agents spend on billable work versus total available time

Answer

The number of tickets an agent closes per day

Answer

The ratio of agents to customers served

Answer

Agent satisfaction with workload

Question 3

What does 'average handle time' (AHT) measure in help desk operations?

Accepted Answer

The average total time an agent spends on a ticket including work and follow-up

Answer

Time spent waiting in a queue

Answer

Maximum time allowed per ticket

Answer

Time from ticket creation to first escalation

Question 4

What is a Net Promoter Score (NPS) used for in help desk contexts?

Accepted Answer

Gauging how likely customers are to recommend the company's support to others

Answer

Measuring network performance

Answer

Tracking ticket resolution speed

Answer

Evaluating agent technical skills

Question 5

What does escalation rate indicate about a help desk team?

Accepted Answer

The proportion of tickets that first-tier agents cannot resolve and must send to higher support levels

Answer

How busy the team is

Answer

The number of tickets resolved after business hours

Answer

How often customers contact the help desk

Question 6

What is the purpose of a service desk dashboard in real-time monitoring?

Accepted Answer

To give managers and agents live visibility into queue size, SLA status, and team performance

Answer

To display employee schedules

Answer

To generate end-of-month billing reports

Answer

To publish the knowledge base publicly