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SLA discussion

James Administrator Oct 15, 2000, 5:50 PM SLA discussion This is always a hot topic when it comes to help desks. Feel free to post a question or comment at any time.

Guest Anonymous Jul 5, 2001, 11:36 AM Re: SLA discussion Are you aware of help desk industry averages for percentage of calls resolved during the 1st call, abandon rates and average speed of answer? Thanks.

bmehnert Member Dec 15, 2001, 11:07 AM Re: SLA discussion Averages for Help Desk: (From HDI report) First call resolution: 25-49% - 20% 50-59% - 13% 60-69% - 14% 70-79% - 18% 80-89% - 17% 90 or more - 6% Abandon rate of less than 8% Average speed of answer, Under one minute