Peak Helpdesk / SLA tracker
First reply within four hours sounds good. But does the team have the time? Enter how many requests come in per week and how many minutes one takes until it is answered. A second scenario sits next to it.
Your assumptions
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
Your time budget
less time in the comparison scenario
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
01 / Calculated openly
The result is the time needed per week. Compare it with the hours your team really has for support. You decide whether a promise is reachable.
The calculation
Your entries stay visible. The result follows exactly this calculation.
The display rounds to whole minutes. The result file contains the unrounded values.
The number describes how many requests you expect to handle.
You decide the time per request yourself.
The difference compares only your two assumptions.
02 / Other perspectives
Calculation examples to change. The values are not measured product data.
Example: normal request volume.
Example: double the volume after a campaign.
03 / Move on transparently
In Peak Helpdesk you set targets for first reply and resolution in hours. Every ticket shows whether it is due or overdue, and under performance you see the share within the promise.
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
Yes. You set targets for first reply and resolution in hours. Every ticket shows whether it is due or overdue.
Yes, today deadlines run in calendar time. Business hours for deadlines are planned.
No. They are example values to change. Peak Helpdesk shows measured values from your tickets under performance.
