Control and planning

Reports

Comprehensive reporting offers you the opportunity to gain in-depth insights into the performance of your company and individual teams. Systematic data collection and analysis allows you to identify trends and developments, enabling you to respond to potential deviations or problems at an early stage. This creates transparency and helps you better manage operational and strategic processes.

The precise recording of timestamps for creation, acceptance, and completion, as well as the target time for each ticket, allows for comprehensive statistical evaluation of team performance. Combined with the structured data from ticket forms (e.g., for classifying issues), you can determine which tickets require the most time from agents and thus offer potential for optimization.

Service Level at a Glance

"We will respond to your inquiry within one business day." is a service promise that customers greatly appreciate. Provided it isn't broken! But it also has tangible benefits for you: The customer now has a clear expectation of when they can expect a response from you and will refrain from further inquiries until then.

The "service level" refers to the percentage of issues that were resolved within the promised timeframe. It is therefore a quality measure focused on customer satisfaction. It should be reviewed regularly or even tracked live. todo4teams offers a live view of the service level for all teams and provides the necessary metrics to evaluate the service level historically.

The service level target for each team can always be considered as a guideline.

What's particularly interesting is that todo4teams can calculate target times dynamically: A completion time of four hours is impossible to meet if your helpdesk is unmanned at night or on weekends but tickets are accepted around the clock - e.g., via email. todo4teams would then calculate the target time for the next business day, four hours after the start of the service time.

Capacity Management

Capacity management deals with the question of how many resources (e.g., employees) are necessary to handle the expected workload. It's about finding a balance between:

Staff availability and ticket volume. Good capacity management plans ahead, provides the necessary resources, and can respond flexibly to changes.

The connection between service level and capacity management in the service center is central to efficient and customer-focused operations. Both concepts influence each other and together form the basis for reliable service delivery.

todo4teams provides all the necessary information: a live display of ticket volume over time, including a comparison with the previous week, a display of available employees per team, current service levels, etc.