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I have a requirement to develop KPIs for service desk based on incident resolve. The requirement description is under below:
1. Incident tickets - (Open => Assigned within 1 hour):
If volume of incident Tickets assigned within 1 Hour is >= 90% - Meet target
If volume of incidentTickets assigned within 1 Hour is <90% but >=80% - Warning
If volume of incidentTickets assigned within 1 Hour is <=80% - Action Needed
2. Less than 10% of Incident Tickets reopened
If volume of reopened Tickets is more than or equal >= 90% - Meet target
If volume of reopened Tickets is more than or equal < 90% - Action needed
What is the best practise for this requirement. And could you give out the step and detail information?
Have you seen the benchmarks application? You can use the same KPIs. You can also find the definition of those KPIs. Know more about benchmarks here: Benchmarks
Benchmarks are on HI customer service portal or in your instance if you are on Jakarta
Thank you for your reply.
Based on your reply, does benchmarks need addtional cost or related plugin must to be actived?
On my own instance and my company's instance, I couldn't active this application
It is free. I hope after hearing its free, you will mark this answer helpful
On your personal instance you cannot, it has to be a production instance. What version are you on? Refer this doc to activate it: Enable Benchmarks