Engage
IT & Services / capability
Service Desk and User Support
Tickets per seat per month says whether anything is being fixed. First-call resolution does not. Coverage, languages and escalation owners are published.
First-call resolution is the number everyone reports. Tickets per seat per month is the one that tells you whether anything is being fixed.
A desk can resolve on first call all day and still be answering the same five problems every week. Volume that does not fall is a design signal before it is a staffing signal, and the fix is usually upstream of the desk entirely.
Where SECCOM stops. Response is SECCOM's to commit to. Resolution depends on the application owner and, where a product defect is involved, on the OEM. SECCOM will not publish a resolution time it does not control.
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