Average Speed to Answer – HDI, (Help Desk Institute) has the definition of ASA, Average Speed to Answer as “Average Speed of Answer (ASA) is the total wait time that callers are in queue, divided by the number of voice calls handled. This includes calls handled by an interactive voice response (IVR) system, as well as calls handled by live analysts. Most automatic call distributor (ACD) systems capture this metric.” https://www.thinkhdi.com/library/supportworld/2020/metric-of-month-average-speed-of-answer.aspx
These tables below are based on data from MetricNet, who surveys service desk leaders worldwide to help benchmark metrics. Within ServiceNow, you can leverage benchmarks within the platform. The ServiceNow data is gathered from 2,000 opt-in customers contributing.
The list of KPIs by application can be found here:
https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/benchmarks/concept/c_BenchKPIConfig.html#c_BenchKPIConfig
Average Speed to Answer will look something like this, depending on the efficiency of the service desk.
| < 10 Seconds | 20% |
| 10-30 Seconds | 41% |
| 31-60 Seconds | 17% |
| > 60 Seconds | 22% |
| Don’t Measure | 30% |
First Contact Resolution Rate, by organizations responding to the MetricNet survey.
| < 20% | 4% |
| 20-40% | 8% |
| 41-60% | 35% |
| > 61-80% | 33% |
| Don’t Measure | 17% |
In ServiceNow, on the incident table there is an integer field called reassignment count (out of the box). If a ticket is reassigned it will be increased by 1. If a resolved incident has a reassignment count of 0 it is considered a first call resolution.
Percentage of Tickets Deflected by Self-Service
| < 5% | 26% |
| 5-10% | 26% |
| 11-20% | 22% |
| >20% | 26% |
| Don’t Measure | 46% |
Average Percentage of Incidents Escalated to Second Line
| < 5% | 0% |
| 5-10% | 26% |
| 11-20% | 46% |
| > 20% | 28% |
| Don’t Measure | 21% |
