Report

[deepamai]

What is Average Handle Time (AHT) , Average Speed To Answer (ASA) , Abandon Rate, Call to Ticket Ratio ? How to take these reports in service now

[sumeet_n]

Hi Deepa,

1. Average Handle Time (AHT): Total time worked on the ticket. Precisely the time between the events when ticket is in Open state till it is Resolved. Usually reported in Resolution SLAs.

2. Average Speed To Answer(ASA): Time taken by support team to respond to a incident created by user. This is usually calculated in Response SLAs.

3. Abandon Rate: Number of /callstickets rejected out of total number of calls/tickets raised. Usually is calculated by taking a ratio of 'tickets/calls in rejected state' to 'all the tickets'.

4. Call to Ticket Ratio: It is a ratio of number of calls that were converted to actual tickets by service desk.

This is suppose is the general understanding of all the terms you mentioned. It may not be totally correct, and may need tailoring according to your needs.

[deepamai]

Hi Sumeet,

Got the points. If possible mention the tables for Average Speed To Answer(ASA), Abandon Rate, Call to Ticket Ratio

[sumeet_n]

ASA: you can get the information from incident table itself.

Abandon Rate: Combined information from new_call and incident table. Depends on your configurations. You may get the required information from a single table as well if you have set appropriate flags.

Call to ticket ratio: Combined information from new_call and incident table. Depends on your configurations. You may get the required information from a single table as well if you have set appropriate flags.

[deepamai]

Thanks Sumeet