Help Desk Software Help Desk Metrics and KPIs

Question 1

What does CSAT stand for in help desk performance measurement?

Accepted Answer

Customer Satisfaction Score

Answer

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?

Accepted Answer

The average time taken to fully resolve support tickets

Answer

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?

Accepted Answer

The percentage of issues resolved during the first interaction without follow-up

Answer

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?

Accepted Answer

Identifying patterns in support demand to plan staffing and resources

Answer

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?

Accepted Answer

Agents are closing tickets too quickly without fully resolving issues

Answer

A high reopen rate suggests tickets were marked resolved before the underlying issue was truly fixed, signaling a quality problem in resolution practices.

Help Desk Software Practice Test

Help Desk Software Practice Test

Help Desk Software Help Desk Metrics and KPIs