Help Desk Software Help Desk Metrics and KPIs 1 — Questions and Answers
Question 1: What does CSAT stand for in help desk performance measurement?
- Customer Support Availability Time
- Customer Satisfaction Score (Correct answer)
- Case Status and Tracking
- Centralized Service Analytics Tool
Correct answer: Customer Satisfaction Score
CSAT (Customer Satisfaction Score) measures how satisfied customers are with the support they received, typically collected via post-ticket surveys.
Question 2: What is Mean Time to Resolution (MTTR) in help desk metrics?
- The maximum time allowed before escalation
- The average time taken to fully resolve support tickets (Correct answer)
- The minimum time an agent spends on each ticket
- The median number of tickets per agent
Correct answer: The average time taken to fully resolve support tickets
MTTR calculates the average duration from when a ticket is opened to when it is resolved, indicating overall support efficiency.
Question 3: What does the First Contact Resolution (FCR) rate measure?
- How fast an agent picks up the phone
- The percentage of issues resolved during the first interaction without follow-up (Correct answer)
- The number of tickets escalated on first contact
- Average hold time before first contact
Correct answer: The percentage of issues resolved during the first interaction without follow-up
FCR measures how often support agents resolve an issue completely in the first interaction, reflecting agent competence and knowledge quality.
Question 4: What is ticket volume trend analysis used for in help desk reporting?
- Measuring agent typing speed
- Identifying patterns in support demand to plan staffing and resources (Correct answer)
- Tracking customer billing cycles
- Monitoring network performance
Correct answer: Identifying patterns in support demand to plan staffing and resources
Analyzing ticket volume trends reveals peak periods, recurring issues, and growth patterns that inform staffing, training, and product improvement decisions.
Question 5: What does a high ticket reopen rate typically indicate?
- Agents are closing tickets too quickly without fully resolving issues (Correct answer)
- Customers are opening too many new tickets
- The ticketing system has a software bug
- SLA deadlines are too aggressive
Correct answer: Agents are closing tickets too quickly without fully resolving issues
A high reopen rate suggests tickets were marked resolved before the underlying issue was truly fixed, signaling a quality problem in resolution practices.
Question 6: What is backlog in help desk metrics?
- Archived tickets from previous years
- The number of open tickets that have not yet been resolved or closed (Correct answer)
- The number of tickets resolved per hour
- Tickets awaiting customer feedback
Correct answer: The number of open tickets that have not yet been resolved or closed
Backlog refers to the accumulation of unresolved open tickets, and monitoring it helps managers identify capacity or process problems before they worsen.
Help Desk Software Help Desk Metrics and KPIs 1
What does CSAT stand for in help desk performance measurement?