In addition to call handling metrics, I evaluate performance based on Created Tickets, Work Logs, First Call Resolution, Tickets Meeting SLA, Resolved < 30 days (we get a large volume of 'request' tickets), and Updating Tickets within 14 days. This last one is quite a challenge to find without running the search reports every single day, so I currently only capture a snapshot of the end of each month.
We're using a partially-custom built 7.6.04 using the native desktop client. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Darrell Reading Sent: Tuesday, March 26, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** What metrics do you use to evaluate your people? Or are you looking for something more on the system side of data? Are you using Out of the Box BMC applications, or is this custom built? What version of the remedy server are you on, and do you use a web browser, or do you use the native client? Lots of questions here. Darrell Reading Phone 479.204.5739 dere...@wal-mart.com<mailto:dere...@wal-mart.com> Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanner, Lorraine Sent: Tuesday, March 26, 2013 1:51 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** After nearly 2 years of banging my head against a wall trying to decipher data, I've decided to give up and ask the experts. Are there any best practices forums or cheat sheets out there to assist HelpDesk managers better utilize the Remedy system? Lorraine Sanner AOC Support Services Supervisor (602) 452-3223 AOC Support: (602) 452-3900 or (855) 229-3900 NEW! Please share your feedback with us --> Support Center Survey<https://docs.google.com/spreadsheet/viewform?fromEmail=true&formkey=dEVtazN5RlRyWDVOYkdac2M2Z3dzUHc6MQ> _ARSlist: "Where the Answers Are" and have been for 20 years_ This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. *** Walmart Confidential *** _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
