Help Desk Software Help Desk Metrics and KPIs 3

Question 1

What does 'SLA compliance rate' measure?

Accepted Answer

The percentage of tickets resolved within the agreed service level timeframe

Answer

How often agents follow company dress code

Answer

The number of SLAs negotiated per year

Answer

Average customer rating of SLA terms

Question 2

Why is self-service adoption rate an important help desk KPI?

Accepted Answer

It shows how many customers resolve issues via self-service, reducing ticket volume and cost

Answer

It measures how many agents use the internal portal

Answer

It tracks how quickly agents update the knowledge base

Answer

It measures uptime of the self-service portal

Question 3

What does 'time to first response' tell you about customer experience?

Accepted Answer

How quickly a customer receives initial acknowledgment after submitting a ticket

Answer

How long it takes to fully resolve a ticket

Answer

The average number of interactions before resolution

Answer

How long customers wait on hold

Question 4

What is the purpose of trending analysis in help desk reporting?

Accepted Answer

Identifying recurring issues or growing problem areas over time to drive proactive improvements

Answer

Predicting future ticket prices

Answer

Measuring individual agent performance

Answer

Calculating return on IT investment

Question 5

Which metric best reflects customer loyalty and long-term satisfaction with support?

Accepted Answer

Net Promoter Score (NPS)

Answer

Average handle time

Answer

Ticket volume

Answer

Escalation rate

Question 6

What does 'deflection rate' mean in help desk metrics?

Accepted Answer

The percentage of potential tickets avoided through self-service, chatbots, or proactive communication

Answer

The number of tickets assigned to the wrong team

Answer

Agent turnover rate

Answer

The number of tickets closed without a resolution