what call metrics are being collected to ensure that your help-desk is operating efficiently
I wrote an article that addresses this question. Have a look at http://www.onsoft.co.za/business-metrics-itsm/. This may partly address your question.
Let me know if you need any more information.
Ways to use Desk .To boost your customer support strategy, take a left and right-brain approach. They can be identified quickly with great helpdesk software.In some ways, more support tickets can feel good.