Service Desk Engineer
KPI Reference Guide
Simple One-Liner Explanations for Every Dashboard Metric
This guide provides clear, simple explanations for every KPI on your Engineer Dashboard. Each metric includes
what it measures, why it matters, and industry benchmarks to help you understand where you stand. Use this as a
quick reference whenever you need to understand what a number on your dashboard actually means.
Quick Reference: Industry Benchmarks
Metric Good Excellent World-Class
My MTTR < 4 hours < 2 hours < 1 hour
My FCR Rate 70-79% 80-85% 85%+
My CSAT Score 90-94% 95-97% 97%+
AHT (Voice) 10-12 min 7-10 min < 7 min
SLA Compliance 90-94% 95-97% 98%+
Reopen Rate < 8% < 5% < 2%
AI Acceptance 60-69% 70-84% 85%+
Tickets/Hour 3-4 4-5 5+
Core Performance Metrics
Your fundamental performance indicators that measure how well you're doing your job.
KPI What It Means (One-Liner) Benchmark
MTTR (Mean Time To How fast you solve tickets from start to finish — lower Good: <4 hours |
Resolve) is better. Excellent: <1 hour
FCR (First Contact Percentage of tickets you fix on the first try without Good: 70-79% |
Resolution) Rate needing to escalate. World-class: 80%+
CSAT (Customer How happy customers are with your help, based on Good: 90%+ | Excellent:
Satisfaction) Score their survey feedback. 95%+
AHT (Average Handle Total time you spend on each ticket including talk, Voice: 7-12 min | Chat:
Time) hold, and wrap-up time. 6-10 min
AI Assistant Impact
How the digital assistant boosts your productivity and saves you time.
KPI What It Means (One-Liner) Benchmark
AHT Comparison (AI vs Side-by-side comparison of your handle time with AI Target: 20-35% reduction
Non-AI) help versus without. with AI
Hours Saved by AI Total hours the AI saved you by handling repetitive Typical: 20-40 hours
tasks automatically. saved per month
AI Recommendation How often the AI's suggestions turn out to be correct. Good: 90%+ | Excellent:
Accuracy 97%+
AI Suggestion Acceptance How often you follow the AI's recommendations — Healthy: 70%+ | High
Rate shows your trust level. trust: 85%+
Ticket Flow & Quality
Metrics about how tickets move through the system and data quality.
KPI What It Means (One-Liner) Benchmark
Digital Agent Hand-off Percentage of AI conversations that need to be Good: 30-40% |
Rate passed to you — lower means AI handles more. Excellent: <20%
Ticket Data Completion How completely the AI fills in ticket information before Target: 90%+ fields
Rate you see it. pre-filled
Reduced Back-and-Forth Fewer follow-up messages needed when AI helps — Target: 15-25% fewer
Rate less customer chasing. interactions
After-Hours Ticket Number of tickets the AI prepared overnight while you Varies by ticket volume
Preparation were offline.
Productivity & Efficiency
How much work you're getting done and how well you're meeting targets.
KPI What It Means (One-Liner) Benchmark
TPH (Tickets Per Hour) How many tickets you resolve in one hour of work. Varies by complexity mix
SLA Compliance Rate Percentage of your tickets resolved within the Target: 95%+
promised timeframe. compliance
Ticket Reopen Rate How often your resolved tickets get reopened — Good: <5% | Excellent:
lower means better fixes. <2%
Workload Status Your current busy level from Normal to Busy to Healthy: 70-80%
Overloaded. utilization
Gamification & Recognition
Achievements, badges, and streaks that recognize your great work.
KPI What It Means (One-Liner) Benchmark
Efficiency Master Badge Earned when your MTTR stays below target for 5+ Trigger: MTTR < target
days in a row. for 5 consecutive days
Data Whisperer Badge Awarded for using 95%+ of the data that AI collected Trigger: 95%+ utilization
for your tickets. for 10+ tickets
SOP Savant Streak Consecutive days you followed AI's suggested Bronze: 7 days | Silver:
procedures — build your streak! 14 | Gold: 30
Resolution Champion Your overall excellence rating combining FCR, CSAT, Good: 80+ | Excellent:
Score and speed. 95+
Operational Awareness
System health and context to help you understand the bigger picture.
KPI What It Means (One-Liner) Benchmark
Active Alerts Count Number of critical system alerts currently needing Context-dependent
attention.
Assigned Tickets Queue Tickets currently sitting in your personal queue Optimal: 10-15 active
waiting to be worked. tickets
Service Availability Uptime percentage of the services you support — Target: 99.9%+ uptime
system health check.
Operations Score Overall health score for your operational area on a Green: 85+ | Yellow:
0-100 scale. 70-84 | Red: <70
Pro Tips for Using Your Dashboard
Morning Routine: Check your dashboard at shift start to see tickets AI prepared overnight.
Track Your Progress: Watch the 'Hours Saved' counter grow — it shows your productivity gains.
Trend Arrows Matter: A metric with a ↑ arrow means you're improving; ↓ means it needs attention.
Color Coding: Green = good, Yellow = watch closely, Red = take action.
Build Streaks: Aim for badge streaks — they show you're consistently following best practices.
Drill Down: Click any metric to see more details when you want to understand what's driving it.
Status Color Guide
■ Green Meeting or exceeding your target — keep it up!
■ Yellow Approaching threshold — monitor closely
■ Red Below target — needs immediate attention
■ Blue Informational only — no action needed
Engineer Dashboard KPI Reference • AIOps Platform • v1.0