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chapter 6 Help Desk

TermDefinition
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
Created by: wizardm4n
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