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Help
Desk Dictionary on BlueprintAudits.com > M |
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| managers
console - A system that provides a comprehensive view of overall
help desk performance or the performance of individual analysts in
a single
and often pictorial
view. |
marquee - A mechanism to notify and report the status of critical incidents. |
| maturity - The state or condition of being fully developed. |
| maximum
hold time - The longest time any customer has been on hold. |
| mean
time between failures - The average elapsed time between the
restoration of service to the next failure. |
| mean
time to repair - Average length of time for incident resolution. |
| mentoring - Training of less experienced analysts by more experienced analysts
through
hands-on training and guidance. |
| message
on hold - A pre-recorded message or announcement played while callers
are waiting in an ACD queue to provide information such as the number
of callers
in queue, technical information or advertising. |
| mission
statement - A formal, written summary of help desk objectives typically
aligned with business objectives and mission. |
| multi-level
support model - A structure for a support organization that has multiple
levels of support resolution groups with either specialized or increasing
technical
skills. |
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