|
Help
Desk Dictionary on BlueprintAudits.com > A |
|
|
| A+ -
Certification for competency in hardware and software products, principles
and technologies. |
| abandon
rate - The ratio of abandoned telephone calls to total call volume;
a common metric used to manage help desk performance. |
| abandoned
call - A call when the customer hangs up prior to reaching
an analyst or voice mail. |
| accessibility -
The ease in which a customer has access to the help desk. |
| ad
hoc - To
improvise a process either as a shortcut or perceived improvement. |
| alert -
Notification to inform help desk staff, management and IT organization
of an issue
or problem. |
| analyst -
A person who works in the help desk. |
| asset
management - The collection and maintenance of
data concerning the IT assets, hardware and software owned by a
corporation. |
| automatic
call distributor - A specialized phone system that receives
a call and distributes it to the next available analyst or places a
call
in
a
queue until
an analyst becomes available. Technology tracks important data concerning
incoming call volumes and has reporting functionality. |
| automatic
number identification - Technology or service
that that identifies an originating telephone number. |
| availability -
The amount of time that an analyst is available to take calls during
their scheduled
shift. |
| average
call duration - The
length of time it takes to handle a call on average. |
| average
speed of answer - The
time it takes to answer an incoming call on average. |
| average
talk time - The length
of time it takes for an analyst on average to handle a customer call. |
| average
wait time - The amount
of time a customer waits on average for an analyst after the call has
been placed in queue. |
| |
