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 TIME TO FIRST RESPONSESERVICE DESK TEAM'S QUEUE Display the average time to first response for all requests in a period of time |
Overview
The time to first response is probably the most important metric for customers, because they acknowledge that their request is taking care of. Thus, service desk teams need a mechanism to easily highlight whether they are meeting their organizations' Your teams will spend the majority of their time working out of the queues you set up.
triage and prioritize issues for them. If you want your team to focus on requests that must be completed by next week,
Queues let you quickly view, triage and assign requests as they come in. They also provide high level information on an issue; usually a summary, status and customer name. Queues are normally sorted by a Service Level Agreement or goal for your team's service interactions.
Triage customer requests for your agents with queues
Queues help you organize issues displayed for your team and represent a to-do list based on priority or pending service level agreements (SLAs), so they can act before any breach happens.
This gadget displays the average time to first response for all requests in a period of time. It involves all requests types in your service desk, and highlights the average time for all issues, and also for issues of the highest priority.
If you hover the graph series line, it indicates the average time to first response for all issues for each day..
Queues help you automatically triage issues, organize the way issues appear to your team, and highlight the issues your team should work on first based on your SLAs.
align with the way your teams triage and work on customer requests.
This gadget displays
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Configuration
Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:
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