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Join our upcoming webinar series on AI for service teams & earn a kudos badge!

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Suvi Rautell
Suvi Rautell
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December 12, 2025

Been a bit busy so I was only able to watch the recording now but better late than never right :) My key takeaway from this is to think about metrics so what to measure. What is the actual benefit from adopting AI into JSM? The four metrics to measure that was suggested are:

  • First Contact Time
  • Mean Time to Resolution (MTTR)
  • Time in Progress
  • Volume or Work Item Metrics

At least for me MTTR is the first one to tackle. 

Thanks for a great webinar!

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amandagit

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