In Need of Helpdesk Worker Evaluation Metrics

It really depends on what you want to measure on your workers' performance. We have several metrics that we measure that were not a part of the canned reports on Helpdesk.

Things like:
Time to Respond
Time to Fix
Time to Close

Is this the type of stuff you're looking for?
These reports can be made with some careful thinking and SQL skills. You'll want to map out what you want to measure specifically first before you move forward with actually using the reports.

In our environment, one Helpdesk measure is First Call/Contact Resolution percentage (this is for the people sitting @ the helpdesk who take the initial call). Also, looking at whether a worker completed his/her tickets within the SLA (driven by due date calculated by priority and type).

It seems that we are unsure of what we want right now. The canned reports do provide statistics on open, closed, created, etc. but it seems that there may be some inflation of tasks or over "ticketing" to make it appear as if more work is being performed. We were looking for ways to easily decipher between one employees 20 closed incidents vs. another employees 30 closed incidents without having to open each incident to evaluate it manually. The idea of a rating system (for tasks) has been tossed around, but nothing has been established. I thought that I would look to see what others are doing in this regard. As for the SQL, I feel pretty comfortable creating custom reports --- once we have an idea of what to report on.

Thanks!