Workforce Optimization for ITSM indicators

Indicators included with Workforce Optimization for ITSM.

Indicator	Version
WFO Content Pack Trainee Survey Instances	Rome
WFO Content Pack normalized Trainee score	Rome
Trainee Quality Rating	Rome
Average handling time for all incidents	Quebec
% of P5 incidents resolved on first call	Quebec
% of P4 incidents resolved on first call	Quebec
% of P3 incidents resolved on first call	Quebec
% of P2 incidents resolved on first call	Quebec
% of P1 incidents resolved on first call	Quebec
% of incidents resolved on first call	Quebec
Number of Incidents Resolved on First Call Resolution	Quebec
Number of Incidents Resolved on First Call Resolution P5	Quebec
Number of Incidents Resolved on First Call Resolution P4	Quebec
Number of Incidents Resolved on First Call Resolution P3	Quebec
Number of Incidents Resolved on First Call Resolution P2	Quebec
Number of Incidents Resolved on First Call Resolution P1	Quebec
Number of resolved incidents P5	Quebec
Number of resolved incidents P4	Quebec
Number of resolved incidents P3	Quebec
Number of resolved incidents P2	Quebec
Number of resolved incidents P1	Quebec
Average handling time	Quebec
Average handling time for P5 incidents	Quebec
Average handling time for P4 incidents	Quebec
Average handling time for P3 incidents	Quebec
Average handling time for P2 incidents	Quebec
Average handling time for P1 incidents	Quebec
Summed duration of resolved P5 incidents	Quebec
Summed duration of resolved P4 incidents	Quebec
Summed duration of resolved P3 incidents	Quebec
Summed duration of resolved P2 incidents	Quebec
Summed duration of resolved P1 incidents	Quebec
Number of P5 incidents closed	Quebec
Number of P4 incidents closed	Quebec
Number of P3 incidents closed	Quebec
Number of P2 incidents closed	Quebec
Number of P1 incidents closed	Quebec