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

Cost per ticket divides total help desk expenses by ticket volume to show how efficiently the support operation uses its budget.

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

Utilization rate measures the proportion of an agent's working time spent actively handling tickets versus idle or administrative time.

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

AHT captures the total time an agent invests per ticket — active work, hold time, and after-contact wrap-up — as a measure of efficiency.

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

NPS asks customers how likely they are to recommend the service on a 0–10 scale, providing a high-level loyalty indicator for the support team.

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

A high escalation rate suggests Tier 1 agents may lack sufficient knowledge or tools to resolve issues independently, pointing to training or knowledge base gaps.

Help Desk Software Practice Test

Help Desk Software Practice Test

Help Desk Software Help Desk Metrics and KPIs 2