Bullet Graphs — IT Service Desk Monthly KPIs
An IT service desk's month on one page: first-contact resolution 68% against a 75% target, 93.1% of incidents resolved within SLA, CSAT 4.4 out of 5, 88% of calls answered within 60 seconds and 92% knowledge-article coverage of resolved tickets — every measure phrased so that more is better. Illustrative values.
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title "Service desk — monthly KPIs (illustrative)"
metric "First-contact resolution (%)" value 68 target 75 max 100 ranges 55,70,100
metric "Incidents resolved in SLA (%)" value 93.1 target 95 max 100 ranges 85,92,100
metric "CSAT (1–5)" value 4.4 target 4.5 max 5 ranges 3.5,4.2,5
metric "Calls answered < 60 s (%)" value 88 target 90 max 100 ranges 75,85,100
metric "Knowledge coverage (%)" value 92 target 90 max 100 ranges 70,85,100