Hi! I just created an account on this site, and this is my first post. Please let me know if there is a more appropriate place to post this question.
I have just started working on my first dashboard, and it looks like there is a dizzying array of options when it comes to the things that can be put on a dashboard. I have some ideas for my dashboard, but I am currently unsure how to do some of the things that I would like to do with the dashboard. Specifically, I would like to report on the following for each tech over a user selected period of time:
- Average TTP (Time to Pickup) - The time between the creation of the ticket and when the ticket is first assigned.
- Average TTC (Time to Contact) - The time between the ticket being assigned, and the first comment being entered on the ticket. I understand that the first comment does not necessarily accurately reflect when the first contact occurred, but if techs get in the habit of making contact and immediately adding a comment like, "Messaged customer" or "Left VM" then it should be reasonably accurate. I want this data to flag when techs are picking up tickets but not contacting the customer for possibly several hours. Of course, this would be an average, so it wouldn't flag specific tickets without some digging, but a tech with a routinely high average TTC is perhaps a tech that is not quickly contacting customers, and that becomes a training opportunity.
- Average CTTR (Customer Time to Resolution) - The time between the creation of the ticket and the time the solution is proposed. I understand that the customer could reject the proposed solution, and that does throw a bit of a wrench in to the works, but this would at least show when the tech thinks the issue is resolved, and most of our proposed solutions are accepted, so it should be reasonably accurate.
- Average 3TR (Tech Time to Resolution) - The time between when the ticket is first assigned and when the tech proposes the solution. I understand that this number would have the same weakness as the CTTR in that the customer could reject the solution. Again, most of our proposed solutions are accepted, and this would measure the time taken by the tech to resolve the problem (Cutting out any time that the ticket sits unassigned).
Basically, I mean for the CTTR to measure how long it takes to resolve an issue from the perspective of the customer, while the 3TR would measure it from the perspective of the tech.
I understand that more experienced techs will work the harder tickets, and therefore probably have long times to resolution, whereas lower level techs might do more account lockouts and password resets, and therefore have shorter times to resolution. That's where a supervisor's knowledge of their staff comes in and can really help in properly interpreting the data.
What fields do I need to pull into the report in order to properly calculate these numbers for each tech?
Thanks for any help that you can provide!
--Tom
