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chapter 6 Help Desk
Term | Definition |
---|---|
Abandon Rate Percent | the percentage of abandoned calls compared to the total number of calls received |
Abandoned Call | a call in which the caller hangs up before an analyst answers |
Customer Satisfaction Survey | a series of questions that ask customers to provide their perception of the support services being offered. |
Effectiveness | a measure of how completely and accurately services are delivered |
Efficiency | a measure of time and effort required to deliver services in relation to their cost |
Event-Driven Survey | a customer satisfaction survey that asks customers for feedback on a single, recent service event. |
Exit Poll | a measurement technique that, on the internet, combines questions with yes and and no buttons that customers can use to provide feedback. |
Field | a location in a database that stores a particular piece of data |
First Contact Resolution Rate Percent | a percentage of contacts resolved during a customer's contact compared to the total number of contacts received at the SD for a given period of time. |
Incident data | the details of of an incident or service request |
Incident record | all of the fields that describe a single incident |
incidents resolved within target time percent | percentage of incident resolved within a target resolution time individual performance goals. |
key performance indicator | a key metric used to manage a process |
level one resolution rate percent | the percentage of incidents resolved at level one. |
monitoring | a supervisor/team leader that monitors an analyst's interactions with customers |
page hit | a web page visit |
proactive SD | USES INFORMATION TO ANTICIPATE AND PREVENT INCIDENTS AND PERPARE FOR THE FUTURE |
reactive SD | |
record | |
response time | |
wrap-up time | |
time idle | |
skills inventory matrix | |
service desk goals |