What is a Helpdesk Service Level Report?

Service level reports are considered operational analysis tools and are used by helpdesk managers and COOs to analyze aggregate and detailed call metrics. Some of the main functionality in this type of report is that it shows total KPIs as well as detailed metrics down to the agent, location and company. Response times are automatically color codes in red, yellow and green. The KPIs include: Total incoming calls, Total calls answered within 30 seconds, Total calls answered after 30 seconds, % calls answered in 30 seconds.  The detailed metrics cover the same figures as the KPIs but at a granular level and with sub-totals. You find an example of this type of report below.

Purpose of Service Level Reports

Technology companies use Service Level Reports to give helpdesk managers an easy way to monitor the performance of their teams. When used as part of good business practices in helpdesk departments, a company can improve its helpdesk processes and related customer satisfaction, and it can reduce the chances that outliers and trends are missed in monthly analysis.

Example of a Service Level Report

Here is an example of a Helpdesk Call Performance Report for a technology company.

Example of a Helpdesk Service Level Report for a Technology Company

Example of a Helpdesk Service Level Report for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: Helpdesk managers, COOs, support team leads.

Other Reports Often Used in Conjunction with Service Level Reports

Progressive helpdesk departments sometimes use several different Service Level Reports, along with helpdesk dashboards, support ticket reports and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from support systems and enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples