We are continuing to refine our KPIs that we measure as a department, with some of those being baseline KPIs such as assigned time, first reply time and full resolution time.
With that being said our team utilized ServiceNow as external facing tool to facilitate communication, as well as navigate internal requests. There are situations where there are internal requests that may be open for longer periods of time supporting work that needs to be completed. What are ways to parse out those requests and/or view those requests separately than those true customer requests where the KPIs can be more clearly visible.
