SLAs & metrics

Topic 10 · Service Desk Fundamentals

SLAs & metrics

The Service Desk is measured, and an agent's daily actions move those numbers. Understanding them turns abstract targets into concrete habits.

In this topic

1. 01SLAs, OLAs & breaches1 min
2. 02Response vs resolution targets1 min
3. 03The core metrics2 min
4. 04How your behaviour rolls up1 min
5. 05Using QA & CSAT constructively1 min

What you'll learn

• Explain SLAs (and OLAs), the response vs resolution target, and what a breach means.
• Read the core metrics: FCR, AHT, CSAT, backlog, and reopen rate.
• See how accurate logging, honest status, and good routing roll up into the numbers.

Coming soon