Storage, processing, and display of service desk performance metrics

A computer-implemented method for displaying service desk performance metrics, the method comprising:

• receiving call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period;
• receiving service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;
• storing the call statistics data and the service desk issue data in a performance metrics database;
• obtaining the call statistics data and the service desk issue data from the performance metrics database;
• and
• displaying a user interface element, wherein the user interface element includes, for each of the plurality of service desk agents:
• at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent;
• and
• at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

A system for displaying service desk performance metrics, the system comprising:

• at least one communications interface configured to:
• receive call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period;
• and
• receive service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;
• at least one processor configured to:
• store the call statistics data and the service desk issue data in a performance metrics database;
• and
• obtain the call statistics data and the service desk issue data from the performance metrics database;
• and
• a display device configured to display a user interface element, wherein the user interface element includes, for each of the plurality of service desk agents:
• at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent;
• and
• at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

A computer-readable medium having processor-executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for displaying service desk performance metrics, the method comprising:

• receiving call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period;
• receiving service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;
• storing the call statistics data and the service desk issue data in a performance metrics database;
• obtaining the call statistics data and the service desk issue data from the performance metrics database;
• and
• displaying a user interface element, wherein the user interface element includes, for each of the plurality of service desk agents:
• at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent;
• and
• at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.