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By the end of FY10 Q1 (end of August 2009) a new help desk metrics engine quarterly reporting metrics engine will be driven by the RT-to-Warehouse reporting path, will be well-documented and broadly shared with Help Desk staff, and perhaps largely operated by Help Desk staff.
By the end of FY10 Q2 (end of December 2009) the rt-ticket-transaction-detail report would be used to track new behavioral characteristics of the help desk, in particular the pattern of escalation from the HD to others, and histograms of the interactions in a ticket like the number of emails exchanged.