Agent Interactions - A trendline showing the volume of tickets updated by the Service Desk per month.
AHT - A trendline of the average handling time of calls taken by the Serivce Desk.
Closed/Resolved - A graph charting the volume of closed (requests) and resolved (incidents) tickets by month.
Closed/Resolved - A trendline charting the change in volume of closed (requests) and resolved (incidents) tickets by month.
Customer Contacts - A graph to show the change in the volume of customer contacts being received each month.
Incidents Opened - A trendline to show the change in volume of incidents being opened by month.
Incidents Opened - A graph to show a breakdown of the contact-types generating incidents.
Non-Phone Contacts - A breakdown of all user contacts that were not calls.
First Contact Resolution - A trend line showing the team's FCR rate against the SLA target.