KPI examples for service level agreements, working agreements, contracts, and so forth:
- Percentage of service requests resolved within an agreed-upon/acceptable period of time
- Cost of service delivery as defined in Service Level Agreement (SLA) based on a set period such as month or quarter
- Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours
- Average time (e.g. in hours) between the occurrence of an incident and its resolution
- Downtime – the percentage of the time service is available
- Availability – the total service time = the mean time between failure (MTBF) and the mean time to repair (MTTR)
- Number of outstanding actions against last SLA review
- The deviation of the planned budget (cost) is the difference in costs between the planned baseline against the actual budget of the Service Level Agreement (SLA)
- Percentage of correspondence replied to on time
- Percentage of incoming service requests of customers have to be completely answered within x amount of time
- Number of complaints received within the measurement period
- Percentage of customer issues that were solved by the first phone call
- Number of operator activities per call – maximum possible, minimum possible, and average. (E.g. take call, log call, attempt dispatch, retry dispatch, escalate dispatch, reassign dispatch, etc.)
- The number of answered phone call per hour
- Total Calling Time per Day or week.
- Average queue time of incoming phone calls
- Cost per minute of handle time
- Number of un-responded emails
- Average after call work time (work done after call has been concluded)
- Costs of operating a call centre / service desk, usually for a specific period such as month or quarter
- Average number of calls / service requests per employee of call center / service desk within measurement period
- Number of complaints received within the measurement period