ITSDM by

ITSDM by https://padlet.com/ying_s25/vl3bn79hox1wa79b en-us 2020-12-07 02:37:43 UTC 2021-02-09 12:41:23 UTC hello@padlet.com Group 3 https://padlet.com/ying_s25/vl3bn79hox1wa79b/wish/1181665681 › How many service desk agents are needed for the service desk?

Assumption:

Service level is 90%

Average handling time of 10 mins max

8 mins targeted time per call

Agents needed: 21 Agents

› How to measure the Service Desk performance?

Number of abandon calls

First call resolution

Agent utilization

› How to measure the individual Agent’s performance?

Average handling time

Number of calls answered

Number of tickets closed

First call resolution

Net promoter score

]]> 2021-02-09 12:00:37 UTC https://padlet.com/ying_s25/vl3bn79hox1wa79b/wish/1181665681 Group 1 https://padlet.com/ying_s25/vl3bn79hox1wa79b/wish/1181687034 550 Incoming calls per day
12 hours working hours.
Monday to Friday
Assuming you are a specialist in setting up a service desk and you know that the average time for an experienced service desk agent to complete a call is 10 minutes.
You job is to advise the Company on

How many service desk agents are needed for the service desk ?
550 / 12 = 45- 46 Calls per hour
12 agents x 6 = 72 calls per hour
Assuming 2 agents goes on leave at a time = 10 x 6 = 60 calls per hour.
How to measure the Service Desk performance ?
First call resolution rate - How often can the ticket be solved immediately?
Incident ticket volume - What is the trend of the ticket per hour?
Service availability - How many agents are always available?

How to measure the individual Agent’s performance ?
Customer satisfaction survey - is the agent well mannered? Is he good in handling the issue?

]]> 2021-02-09 12:08:00 UTC https://padlet.com/ying_s25/vl3bn79hox1wa79b/wish/1181687034 Group 2 https://padlet.com/ying_s25/vl3bn79hox1wa79b/wish/1181714166 How many service desk agents are needed for the service desk?
based on the call center helper - Erlang Calculator
recommended max agents = 25 person
Average time per call is 10 minutes
Agreed Service level will be at 85% per day
Average calls to be answered within 15 seconds

How to measure the Service Desk performance?

Number of dropped calls (Speed of calls being answered)
Number of case resolved (The skill level of service desk agents)

How to measure the individual Agent/s performance?
Number of open cases and resolved cases
Feedback from clients during end of call - (customer satisfactory survey)

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