Weekly Help-Desk Team Report (Phone)
Support Engineer |
Calls Handled |
Avg Time/ Call (M) |
Calls/FTE Available |
Talk Ratio |
FTE Available |
Hold Time (H) |
Ready Time (H) |
Talk Time (H) |
Available Time (H) |
| Becky | 118 |
13.9 |
21.8 |
83.9 |
5.4 |
5.5 |
5.2 |
21.8 |
32.5 |
| Eric | 123 |
12.3 |
23.8 |
81.4 |
5.2 |
2.8 |
5.8 |
22.4 |
31.0 |
| Sue | 0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
| Barbara | 0 |
0.0 |
0.0 |
0.0 |
0.1 |
0.0 |
0.8 |
0.0 |
0.8 |
| Viggo | 36 |
11.5 |
24.9 |
79.4 |
1.5 |
0.1 |
1.8 |
6.7 |
8.7 |
| Steve | 147 |
8.7 |
28.8 |
69.4 |
5.1 |
1.5 |
9.4 |
19.8 |
30.6 |
| Laura | 62 |
12.7 |
16.7 |
59.0 |
3.7 |
0.2 |
9.1 |
12.9 |
22.2 |
| Kevin | 76 |
10.1 |
14.5 |
40.4 |
5.3 |
0.4 |
18.8 |
12.4 |
31.6 |
| Chris | 68 |
22.3 |
14.5 |
89.5 |
4.7 |
0.1 |
3.0 |
25.2 |
28.2 |
| Ray | 54 |
7.6 |
20.1 |
42.4 |
2.7 |
0.1 |
9.3 |
6.7 |
16.1 |
| Lara | 93 |
7.8 |
28.4 |
61.5 |
3.3 |
0.3 |
7.6 |
11.8 |
19.6 |
| Kirsten | 0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
0.0 |
| Rebecca | 141 |
11.9 |
23.2 |
76.5 |
6.1 |
1.2 |
8.6 |
26.8 |
36.5 |
| Total | 918 |
N/A |
N/A |
N/A |
43.0 |
729.4 |
79.3 |
166.4 |
257.8 |
| Average | 70.6 |
11.9 |
21.7 |
68.3 |
3.9 |
1.22 |
7.2 |
16.6 |
23.4 |
This report could be used by a help-desk manager to monitor phone productivity and labor for a help-desk team. It can be used to monitor each individual’s performance over the week or the performance of the team as a whole. The report is also useful for identifying "flags," which are metrics that appear significantly different from the norm and, therefore, may be worth examining and addressing.
Besides providing team totals and averages, this report breaks down the elements of call time into detail, which may be helpful to a manager. (In this example, the call-time details are provided by the phone switch.) Labor is indicated by Full-Time Equivalent (FTE), by call.
Some metrics that may require definition are:
Hold Time: The number of hours support engineers kept users on hold
Ready Time: The number of hours support engineers waited between calls
Available Time: The total number of hours devoted to phone time
(Hold Time + Ready Time + Talk Time)FTE: The daily phone labor goal (1 FTE equals 6 hours of Available Time)
Talk Time: The number of hours the support engineer actually spent with the users.
When building reports, it should be decided how to handle null (nonexistent) data when computing averages. This report includes null data for Sue, Barbara, and Kirsten. Sue and Kirsten recorded no phone activity at all during this week (they may have been on vacation or in training). Barbara logged on to the phones and was available for a short period (.1 FTE), but took no calls. In building this report, it was decided that averages, except for the Calls Handled column, would exclude null data. This may or may not be appropriate for your specific help-desk reporting needs.