How to Measure Effort in Issue Resolution?

Hi,

I am working on a process to increase first time issue resolution for an ISP tech. help desk.  Can any one tell me how to measure a technician's effort in resolving an issue? The technician has to follow a set of rules like identifying the customer status ( applied, active, exipred...). They also need to follow a set pattern on the knowledge management system based on which they need to deliver the resolution.

In short, How do I measure customer satisfaction and the technicians effort in resolving the call in the best possible manner.

Thanks,

DS.