So we stood up a new Helpdesk at my company. The metrics it was based on was to get amount of an Agent is saving an Officer by handling other customer issues not in relation to the main product.
Issue Now:
The people who requested those metrics are now asking for the following metrics to continue the justification of the Helpdesk. I do not think they are very realistic with Jira's capability. Would this be possible to do? I could see some possibility using more custom fields but I don't want to add more work on the Helpdesk documentation if they do not need it. Any suggestions would be entirely Helpful!
Metrics Being Requested:
We would like to know:
- # of outgoing calls per ticket
- # of incoming calls per ticket
- Total # of calls per ticket
- # of emails sent / received
