Metrics Samples - What do you use?

For the help desk work there are three key metrics.
   Time for initial contact
   Time to resolve issues
   Satisfaction of client 
I am a bit unclear on the software/process support. Possible metrics may include:
   Time to clarify objective of task
   Timeline completion (on time)
   Quality of software or support
I believe the error correction would be a simple metric as it is quantity based:
   97% resolution of errors within X days after report

Thank you for your response! 
 
Re: Software/Process support, we are a school district.  I have a team of higher tier clerks that support local school clerks on how to do enrollments/withdrawals, scheduling, and many other various tasks.  There is relatively high turnover and also frequent changes from the state we communicate and support the local schools on learning the changes. 
I only have 1-2 using the help desk software, and it's generally a secondary priority to fixing errors for them.  Most of the error correction is passed to the local schools, so my team has a set of schools they monitor to ensure errors are coming down.
It's such a fluid bunch of tasks and management, I am a little confused on the metrics side. 
I can set up metrics for the work orders for the two that deal with work orders.   I can also hold my team accountable for how their schools knock down their errors.  Those two metrics will help, but I don't know how to measure the email/phone calls they seem to spend a good deal of time on.
My team is highly collaborative, we talk a lot because there are so many regulations/polices, different people has different history and so we are always cross checking our plans.  However, there is a lot of chit chat non work related talk mixed in there as well.    
Thanks for your help!
 
 
 

MJNINIC, whenever you begin measuring and defining metrics, it is best to start with volume measurements.  As you describe it, the collaborative nature of your group lends itself to distractions...by measuring volume you can begin to identify a baseline of normal and begin making decisions on how to influence that normal (20 calls were answered by Clerk 1 this week, next week push for 22 calls).  
There are a number of ways to measure this help desk software is great and probably has built in reporting.  If you can get everyone to log each contact that would be best so that you can report on other metrics beyond volume later (Subject area, Age of open issues, First Contact Resolution).  Even if you define a minimum standard of what is required to log you can collect a lot of information like Name, facility, subject, problem description, resolution.  This is not a lot but may seem like a burden to the clerk, encourage them to begin and share the reports with them so that they are part of the process and can see how they are impacting the operation.  
If you can't get all using the help desk software, maybe you can measure the volume of calls.  Most phone systems have the ability to use an Automatic Call Distribution system which can queue, route, and report on call data.  If you don't have one, there are companies who sell this product as a Software as a Service model with a monthly subscription.  That is best, but not necessary to begin the process of managing metrics...simply count the number of calls they answer when the phone rings, less efficient, but more effective than doing nothing. 
Regardless of where you begin, I firmly believe that you need to focus on implementing some sort of metrics. Especially in an area that is important to your organization.  The team will improve in the area that they focus, so be sure it is where you want them to grow.  By implementing performance metrics you will improve your product by having data to help to justify or influence your decision making process. If you can measure it, you can manage it.  
Good Luck!