Our team has process owners for incident that are asking for dashboards and reports with new metrics and KPIs. I'm sure some of what they need is already out of box and there should be somewhat standardized metrics for Incident Management. They are specifically focused on Team performance or agent/fulfiller performance for a service desk team. The use case is using reporting for performance reviews. Can someone share an example they may use for a service desk team? Or is there another resource to look at for these standard metrics? It feels like we are trying to recreate something that already exists.
Thank you!
Rebecca
