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In order to help you determine the best practices for your service desk, we
can provide detailed reporting and trend analyses of efforts and performance.
Reports can be generated based on the following specifications:
- Calls by caller or application
- Calls by day, date or time-of-day
- Calls handled by 1st-tier versus 2nd-tier support personnel
- Calls by location in multiple-office companies
- Call details
In addition to the monthly reports, we also offer the following:
- Quarterly Summary with an overview of all support activities for the previous quarter.
- Unique consulting services that help you compare your data to data from similarly configured firms to help you evaluate system configuration, possible software upgrades, and the effectiveness of internal training programs.
- User surveys that give each caller the opportunity to offer feedback on their experience.
Intelliteach also uses these reports, in conjunction with our internal training program,
to resolve future calls through proactive education.
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