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- 95% of all Critical* service outages will be resolved within 1-hour, during business hours**
- Unresolved Incidents will age no more than 2 business days
- Service Requests will be scheduled based on customer need and schedule met 100% of the time
- Phone-in incidents will be resolved upon first contact with ITaP 95% of the time, during business hours
- Average call wait time at the Customer Service Center is less than 1 minute
- Average number of calls abandoned *** is less than 1% per day
GOALS
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Metrics for the above goals can be found at https://tableauqa.itap.purdue.edu/#/workbooksviews/1810ITaPMetrics/viewsITaPServiceQuality for team and individual performance.
Finesse Availability can be found at 2019_finesse_availability.xlsx (best viewed when downloaded). *** NOTE - REPORT IS BROKEN AGAIN. LOOKING INTO ALTERNATIVES ***
Customer Satisfaction (CSAT) can be found at https://tableauqa.itap.purdue.edu/#/views/ITaPProcessandOperationsMetrics/SurveyData
* Ticket Type = Incident, Urgency = Work Stopped, Impact = Widespread
** Monday – Friday, 8:00am – 5:00pm
*** Rate calculated for calls that hold longer than 61 seconds