Metrics are used to drive improvements and help businesses focus their people and resources on what’s important. The range of metrics that companies can employ vary from those that are mandatory for legal, safety or contractual purposes – to those that track increases in efficiency, reductions in complaints, greater profits and better savings. Overall, metrics should reflect and support the various strategies for all aspects of the organization, including finance, marketing, competition, standards, or customer requirements and expectations. Metrics indicate the priorities of the company and provide a window on performance. Metrics is produced, not only to the business heads but also to the other stakeholders based on the categorized queries it has been generated.
The following are the purpose of metrics in helpdesk support process
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