Reporting Metrics and Views
The following chart shows some suggested metrics and views that may be helpful for reporting help-desk data. Certainly, not all the metrics and views will apply to any one help-desk organization, but they can give the help-desk manager ideas about the kinds of data that may be useful. The left column lists categories of data that might be collected, and the column headings across the top indicate ways in which that data might then be organized to provide a meaningful view of the information.
| Term | Definition |
| Incidents Offered | Number of support incidents |
| Incidents Handled | Number of support incidents addressed |
| Incidents Abandoned | Number of support incidents not handled because the users terminated the incidents |
| % Abandoned | Incidents Abandoned/Incidents Offered |
| % Incidents Handled in SL | % of incidents handled within the delivery goal for the service level |
| Average Delay | Average wait before an incident is addressed |
| Blockage | Number of calls that received a busy signal |
| Incidents/FTE | Number of incidents per full-time equivalent |
| Total Labor | Total labor expended |
| Average Labor/Incident | Incidents Handled/Total Labor |
| FTE Available | Total full-time equivalents available |
| Service Ratio | Working Time/(Working Time + Ready Time) |
| Working Time | Labor spent working directly with a user on an incident |
| Ready Time | Labor spent while waiting to service an incident |
| # New Issues | Number of new issues arriving |
| # Open Issues | Number of existing open issues |
| # Closed Issues | Number of issues closed |
| Total Issue Labor | Total labor spent on issues (includes incidents) |
| Average Labor/Issue | Total Issue Labor/# Closed Issues |