IS Services Helpdesk Statistics 2008-2009

Please note, the appearance and information displayed on this web page may change as we are currently improving the way Helpdesk statistics are presented.

Below are our statistics for email, phone, personal callers and web enquiries to our Helpdesk Service.

Summary for Academic Year 2008-2009 (29 September 2008 - 30 August 2009)

Phone Calls (896 2000) 21,298
Emails (itservicedesk@tcd.ie) 10,155
Walk-In (Áras an Phiarsaigh) 12,858
Web Submissions (http://helpdesk.tcd.ie) 396
Total 44,707

 


 

Monthly Summaries

August 2009 | July 2009 | June 2009 | May 2009 | April 2009 | March 2009 | February 2009 | January 2009 | December 2008 | November 2008

August 2009

Call Source Email Phone Walk-In Web Total
Total Callers
940
1725
512
49
3226
New & Logged in Helpdesk System
940
269
70
49
1328
Resolved/Closed
347
149
56
14
566
Avg Closure Within 1 Week (%)
42%

August   Telephone Calls to the Helpdesk Service

Total Number of Calls 1725
Average Queue Time 10 Mins
Average Maximum Queue Time 30 Mins
% Calls Answered Within Service Target* 71%
*Service Target = 75% of all incoming calls answered within 15 minutes

July 2009

Call Source Email Phone Walk-In Web Total
Total Callers
936
2090
574
45
3645
New & Logged in Helpdesk System
936
391
107
45
1479
Resolved/Closed
608
314
95
34
1051
Avg Closure Within 1 Week (%)
70%

July   Telephone Calls to the Helpdesk Service

Total Number of Calls 2090
Average Queue Time 4 Mins
Average Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 82%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

June 2009

Call Source Email Phone Walk-In Web Total
Total Callers 736 1419 458 44 2657
New & Logged in Helpdesk System 736 355 101 44 1236
Resolved/Closed 260 215 82 31 588
Avg Closure Within 1 Week (%)         47%

June   Telephone Calls to the Helpdesk Service

Total Number of Calls 1419
Average Queue Time 4 Mins 35 Secs
Average Maximum Queue Time 21 Mins
% Calls Answered Within Service Target* 83%
*Service Target = 75% of all incoming calls answered within 15 minutes

May 2009

Call Source Email Phone Walk-In Web Total
Total Callers 862 1657 786 52 3357
New & Logged in Helpdesk System 862 384 118 52 1416
Resolved/Closed 377 186 79 18 660
Avg Closure Within 1 Week (%)         46%

May   Telephone Calls to the Helpdesk Service

Total Number of Calls 1657
Average Queue Time 4 Mins 30 Secs
Average Maximum Queue Time 21 Mins
% Calls Answered Within Service Target* 81%
*Service Target = 75% of all incoming calls answered within 15 minutes

April 2009

Call Source Email Phone Walk-In Web Total
Total Callers 829 1630 1276 34 3769
New & Logged in Helpdesk System 829 384 125 34 1372
Resolved/Closed 242 236 90 16 584
Avg Closure Within 1 Week (%)         42%

April   Telephone Calls to the Helpdesk Service

Total Number of Calls 1630
Average Queue Time 4 Mins 05 Secs
Average Maximum Queue Time 17 Mins
% Calls Answered Within Service Target* 82%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

March 2009

Call Source Email Phone Walk-In Web Total
Total Callers 672 1661 853 52 3238
New & Logged in Helpdesk System 672 463 127 52 1314
Resolved/Closed 303 280 111 19 713
Avg Closure Within 1 Week (%)         53.5%

March Telephone Calls to the Helpdesk Service

Total Number of Calls 1661
Average Queue Time 3 Mins 30 Secs
Average Maximum Queue Time 16 Mins
% Calls Answered Within Service Target* 83%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

February 2009

Call Source Email Phone Walk-In Web Total
Total Callers 861 1943 1262 33 4099
New & Logged in Helpdesk System 861 497 198 33 1589
Resolved/Closed 307 290 156 16 769
Avg Closure Within 1 Week (%)         48%

February Telephone Calls to the Helpdesk Service

Total Number of Calls 1943
Average Queue Time 5 Mins
Average Maximum Queue Time 31 Mins
% Calls Answered Within Service Target* 78%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

January 2009

Call Source Email Phone Walk-In Web Total
Total Callers 1051 2314 1563 44 4972
New & Logged in Helpdesk System 1051 628 247 44 1970
Resolved/Closed 402 371 163 11 947
Avg Closure Within 1 Week (%)         49%

January Telephone Calls to the Helpdesk Service

Total Number of Calls 2314
Average Queue Time 5 Mins
Average Maximum Queue Time 32 Mins
% Calls Answered Within Service Target* 74%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

December 2008

Call Source Email Phone Walk-In Web Total
Total Callers 636 1565 633 25 2859
New & Logged in Helpdesk System 630 406 90 29 1155
Resolved/Closed 322 269 73 9 673
Avg Closure Within 1 Week (%)         58%

December Telephone Calls to the Helpdesk Service

Total Number of Calls 1565
Average Queue Time 5 Mins
Average Maximum Queue Time 26 Mins
% Calls Answered Within Service Target* 77%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

November 2008

Call Source Email Phone Walk-In Web Total
Total Callers 1262 2320 1971 79 5632
New & Logged in Helpdesk System 1262 695 555 79 2591
Resolved/Closed 622 460 513 40 1635
Avg Closure Within 1 Week (%)         59%

November Telephone Calls to the Helpdesk Service

Total Number of Calls 2320
Average Queue Time 4 Mins
Average Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 81%
*Service Target = 75% of all incoming calls answered within 15 minutes

 


Weekly Statistics

Week Ending 28 August 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 240 452 135 10 837  
New & Logged in Helpdesk System 240 65 16 10 331  
Assigned (Work not Started) 72 12 3 0 87 26.28%
Work In Progress 3 1 0 0 4 1.21%
Pending (Waiting on More Info) 98 16 0 7 121 36.56%
Resolved/Closed 67 36 13 3 119 35.95%
New & Logged by % 72.51% 19.64% 4.83% 3.02%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 452
Average Queue Time 9 Mins 37 Secs
Maximum Queue Time 21 Mins
% Calls Answered Within Service Target* 80 %
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 21 August 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 260 442 134 11 847
New & Logged in Helpdesk System 260 57 19 11 347
Assigned (Work not Started) 84 15 3 6 108 31.12%
Work In Progress 2 4 0 0 6 1.73%
Pending (Waiting on More Info) 87 7 1 5 100 28.82%
Resolved/Closed 87 24 15 0 126 36.31%
New & Logged by % 74.93% 16.43% 5.48% 3.17%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 442
Average Queue Time 9 Mins 32 Secs
Maximum Queue Time 19 Mins
% Calls Answered Within Service Target* 78 %
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 14 August 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 227 467 134 12 840
New & Logged in Helpdesk System 227 89 27 12 355  
Assigned (Work not Started) 64 14 4 5 87 24.51%
Work In Progress 6 2 0 0 8 2.25%
Pending (Waiting on More Info) 56 24 1 4 85 23.94%
Resolved/Closed 101 49 22 3 175 49.30%
New & Logged by % 63.94% 25.07% 7.61% 3.38%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 467
Average Queue Time 17 Mins 27 Secs
Maximum Queue Time 43 Mins
% Calls Answered Within Service Target* 67 %
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 7 August 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 213 364 109 16 702
New & Logged in Helpdesk System 213 58 8 16 295  
Assigned (Work not Started) 34 5 1 3 43 14.58%
Work In Progress 3 1 0 1 5 1.69%
Pending (Waiting on More Info) 84 12 1 4 101 34.24%
Resolved/Closed 92 40 6 8 146 49.49%
New & Logged by % 72.20% 19.66% 2.71% 5.42%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 364
Average Queue Time 7 Mins 40 Secs
Maximum Queue Time 38 Mins 20 secs
% Calls Answered Within Service Target* 61 %
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 31 July 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 162 386 102 5 655
New & Logged in Helpdesk System 162 81 13 5 261  
Assigned (Work not Started) 15 4 2 1 22 3.36%
Work In Progress 2 4 0 0 6 0.92%
Pending (Waiting on More Info) 18 1 1 0 20 3.05%
Resolved/Closed 127 72 10 4 213 32.52%
New & Logged by % 24.73% 12.37% 1.98% 0.76%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 386
Average Queue Time 3 Mins 56 Secs
Maximum Queue Time 13 Mins 07 secs
% Calls Answered Within Service Target* 85%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 24 July 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
207
516
114
7
844
New & Logged in Helpdesk System
207
92
13
7
319
 
Assigned (Work not Started) 6 3 1 0 10 1.18%
Work In Progress 3 0 0 0 3 0.36%
Pending (Waiting on More Info) 28 1 1 1 31 3.67%
Resolved/Closed 170 88 11 6 275 32.58%
New & Logged by % 24.53% 10.90% 1.54% 0.83%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 516
Average Queue Time 4 Mins 02 Secs
Maximum Queue Time 14 Mins 56 secs
% Calls Answered Within Service Target* 80%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 17 July 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
191
420
115
13
739
New & Logged in Helpdesk System
191
75
11
13
290
Assigned (Work not Started)
13
2
0
0
15
5.17%
Work In Progress 5 1 1 0 7 2.41%
Pending (Waiting on More Info) 24 5 1 0 30 10.34%
Resolved/Closed 148 67 9 13 237 81.72%
New & Logged by % 65.86% 25.86% 3.79% 4.48%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 420
Average Queue Time 5 Mins 51 Secs
Maximum Queue Time 37 Mins 45 secs
% Calls Answered Within Service Target* 75%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 10 July 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 182 370 118 10 680  
New & Logged in Helpdesk System 182 74 14 10 282  
Assigned (Work not Started) 46 12 2 1 61 21.63%
Work In Progress 5 1 0 0 6 0.02%
Pending (Waiting on More Info) 49 18 0 3 70 24.82%
Resolved/Closed 82 43 12 6 143 50.70%
New & Logged by % 64.53% 26.24% 0.04% 0.03%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 370
Average Queue Time 3 Mins 10 Secs
Maximum Queue Time 17 Mins 34 secs
% Calls Answered Within Service Target* 85.68%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 03 July 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 194 398 125 10 727  
New & Logged in Helpdesk System 194 69 56 10 329  
Assigned (Work not Started) 53 12 1 1 67 20.36%
Work In Progress 7 3 1 0 11 3.34%
Pending (Waiting on More Info) 53 10 1 4 68 20.66%
Resolved/Closed 81 44 53 5 183 55.62%
New & Logged by % 58.96% 20.97% 17.02% 3.03%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 398
Average Queue Time 3 Mins 26 Secs
Maximum Queue Time 20 Mins 21 secs
% Calls Answered Within Service Target* 88.69%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 26 June 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 209 359 114 14 696  
New & Logged in Helpdesk System 209 75 33 14 331  
Assigned (Work not Started) 9 13 1 3 26 7.85%
Work In Progress 4 1 0 0 5 1.51%
Pending (Waiting on More Info) 18 23 0 0 41 12.38%
Resolved/Closed 78 38 32 11 159 48.03%
New & Logged by % 63.14% 22.65% 9.96% 4.22%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 359
Average Queue Time 2 Mins 49 Secs
Maximum Queue Time 9 Mins 52 Secs
% Calls Answered Within Service Target* 85.79%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 19 June2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 206 388 144 14 752  
New & Logged in Helpdesk System 206 100 29 14 349  
Assigned (Work not Started) 92 21 5 1 119 34.10%
Work In Progress 5 2 0 0 7 2.01%
Pending (Waiting on More Info) 42 13 1 3 58 16.91%
Resolved/Closed 67 64 23 10 164 46.99%
New & Logged by % 59.03% 28.63% 8.31% 4.01%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 388
Average Queue Time 6 Mins 59 Secs
Maximum Queue Time 30 Mins
% Calls Answered Within Service Target* 81%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 12 June2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 173 392 100 11 676  
New & Logged in Helpdesk System 173 102 21 11 307  
Assigned (Work not Started) 70 12 1 1 84 27.36%
Work In Progress 2 1 1 0 4 1.30%
Pending (Waiting on More Info) 31 21 4 2 58 18.89%
Resolved/Closed 70 68 15 8 161 52.44%
New & Logged by % 56.35% 33.22% 6.84% 3.58%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 392
Average Queue Time 4 Mins 20 Secs
Maximum Queue Time 22 Mins
% Calls Answered Within Service Target* 81%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 05 June2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 148 280 100 5 533  
New & Logged in Helpdesk System 148 78 18 5 249  
Assigned (Work not Started) 69 17 2 1 89 35.74%
Work In Progress 3 4 0 0 7 2.81%
Pending (Waiting on More Info) 31 12 4 2 49 19.68%
Resolved/Closed 45 45 12 2 104 41.77%
New & Logged by % 59.44% 31.33% 7.23% 2.01%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 280
Average Queue Time 4 Mins 8 Secs
Maximum Queue Time 22 Mins
% Calls Answered Within Service Target* 85%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 29 May 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 209 469 187 5 870  
New & Logged in Helpdesk System 209 106 30 5 350  
Assigned (Work not Started) 53 27 9 1 90 25.71%
Work In Progress 3 2 1 0 6 1.71%
Pending (Waiting on More Info) 57 25 8 1 91 26.00%
Resolved/Closed 96 52 12 3 163 46.57%
New & Logged by % 59.71% 30.29% 8.57% 1.43%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 469
Average Queue Time 6 Mins 24 Secs
Maximum Queue Time 34 Mins
% Calls Answered Within Service Target* 77%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 22 May 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 214 337 149 14 714  
New & Logged in Helpdesk System 214 86 21 14 335  
Assigned (Work not Started) 77 13 4 5 99 29.55%
Work In Progress 5 4 0 0 9 2.69%
Pending (Waiting on More Info) 60 27 4 7 98 29.25%
Resolved/Closed 72 42 13 2 129 38.51%
New & Logged by % 63.88% 25.67% 6.27% 4.18%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 337
Average Queue Time 2 Mins 36 Secs
Maximum Queue Time 14 Mins
% Calls Answered Within Service Target* 87%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 15 May 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 230 406 201 17 854  
New & Logged in Helpdesk System 230 86 34 17 367  
Assigned (Work not Started) 35 19 9 2 65 17.71%
Work In Progress 4 2 0 0 6 1.63%
Pending (Waiting on More Info) 73 23 1 7 104 28.34%
Resolved/Closed 118 42 24 8 192 52.32%
New & Logged by % 62.67% 23.43% 9.26% 4.63%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 406
Average Queue Time 4 Mins 01 Secs
Maximum Queue Time 17 Mins
% Calls Answered Within Service Target* 83%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 8 May 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 209 445 249 16 919  
New & Logged in Helpdesk System 209 106 33 16 364  
Assigned (Work not Started) 71 26 2 3 102 28.02%
Work In Progress 1 2 1 2 6 1.65%
Pending (Waiting on More Info) 46 28 0 6 80 21.98%
Resolved/Closed 91 50 30 5 176 48.35%
New & Logged by % 57.42% 29.12% 9.07% 4.40%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 445
Average Queue Time 4 Mins 45 Secs
Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 79%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 1 May 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 217 405 309 19 950  
New & Logged in Helpdesk System 217 93 54 19 383  
Assigned (Work not Started) 104 23 4 2 133 34.73%
Work In Progress 4 0 1 1 6 1.57%
Pending (Waiting on More Info) 54 18 3 4 79 20.63%
Resolved/Closed 55 52 46 12 165 43.08%
New & Logged by % 56.66% 24.28% 14.10% 4.96%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 405
Average Queue Time 4 Mins 01 Secs
Maximum Queue Time 15 Mins
% Calls Answered Within Service Target* 84%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 24 April 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 271 521 376 7 1175  
New & Logged in Helpdesk System 271 136 37 7 451
Assigned (Work not Started) 151 24 9 3 187 41.46%
Work In Progress 1 1 2 0 4 0.89%
Pending (Waiting on More Info) 54 28 3 4 89 19.73%
Resolved/Closed 65 83 23 0 171 37.92%
New & Logged by % 60.09% 30.16% 8.20% 1.55%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 521
Average Queue Time 4 Mins 45 Secs
Maximum Queue Time 23 Mins
% Calls Answered Within Service Target* 78%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 17 April 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 173 330 277 7 787  
New & Logged in Helpdesk System 173 106 28 7 314  
Assigned (Work not Started) 24 12 4 1 41 13.06%
Work In Progress 7 15 1 0 23 7.32%
Pending (Waiting on More Info) 65 15 1 2 83 26.43%
Resolved/Closed 77 76 19 4 176 56.05%
New & Logged by % 55.10% 33.76% 8.92% 2.23%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 330
Average Queue Time 4 Mins 42 Secs
Maximum Queue Time 15 Mins
% Calls Answered Within Service Target* 86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 10 April 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 168 374 314 1 857  
New & Logged in Helpdesk System 168 49 6 1 224  
Assigned (Work not Started) 85 10 3 1 99 44.20%
Work In Progress 1 0 1 0 2 0.89%
Pending (Waiting on More Info) 37 14 0 0 51 22.77%
Resolved/Closed 45 25 2 0 72 32.14%
New & Logged by % 75.00% 21.88% 2.68% 0.45%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 374
Average Queue Time 4 Mins 02 Secs
Maximum Queue Time 17 Mins
% Calls Answered Within Service Target* 81%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 4 April 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 194 455 495 14 1158  
New & Logged in Helpdesk System 194 116 95 14 419  
Assigned (Work not Started) 61 23 5 3 92 21.96%
Work In Progress 3 3 1 1 8 1.91%
Pending (Waiting on More Info) 59 26 0 5 90 21.48%
Resolved/Closed 71 64 89 5 229 54.65%
New & Logged by % 46.30% 27.68% 22.67% 3.34%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 455
Average Queue Time 3 Mins 46 Secs
Maximum Queue Time 17 Mins
% Calls Answered Within Service Target* 84%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 27 March 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 152 417 227 23 819  
New & Logged in Helpdesk System 152 107 45 23 327
Assigned (Work not Started) 34 20 7 1 62 18.96%
Work In Progress 2 4 0 0 6 1.83%
Pending (Waiting on More Info) 60 26 1 18 105 32.11%
Resolved/Closed 56 57 37 4 154 47.09%
New & Logged by % 46.48% 32.72% 13.76% 7.03%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 417
Average Queue Time 3 Mins 24 Secs
Maximum Queue Time 14 Mins
% Calls Answered Within Service Target* 84%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 20 March 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 129 291 132 4 556  
New & Logged in Helpdesk System 129 91 15 4 239  
Assigned (Work not Started) 42 19 1 2 64 26.78%
Work In Progress 1 3 0 0 4 1.67%
Pending (Waiting on More Info) 37 15 0 1 53 22.18%
Resolved/Closed 49 54 14 1 118 49.37%
New & Logged by % 53.97% 38.08% 6.28% 1.67%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 291
Average Queue Time 4 Mins 16 Secs
Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 82%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 13 March 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 170 396 202 3 771  
New & Logged in Helpdesk System 170 98 27 3 298  
Assigned (Work not Started) 60 18 3 2 83 27.85%
Work In Progress 6 1 0 7 2.35%
Pending (Waiting on More Info) 46 20 0 1 67 22.48%
Resolved/Closed 58 60 23 0 141 47.32%
New & Logged by % 57.05% 32.89% 9.06% 1.01%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 396
Average Queue Time 3 Mins 36 Secs
Maximum Queue Time 14 Mins
% Calls Answered Within Service Target* 86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 6 March 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 221 557 292 22 1092  
New & Logged in Helpdesk System 221 167 40 22 450
Assigned (Work not Started) 30 17 1 2 50 11.11%
Work In Progress 5 2 0 0 7 1.56%
Pending (Waiting on More Info) 46 19 2 6 73 16.22%
Resolved/Closed 140 129 37 14 320 71.11%
New & Logged by % 49.11% 37.11% 8.89% 4.89%

Telephone Calls to the Helpdesk Service

Total Number of Calls 557
Average Queue Time 3 Mins 21 Secs
Maximum Queue Time 16 Mins
% Calls Answered Within Service Target* 80%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 27 February 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 197 469 351 11 1028  
New & Logged in Helpdesk System 197 131 41 11 380
Assigned (Work not Started) 58 15 8 0 81 21.32%
Work In Progress 5 1 1 0 7 1.84%
Pending (Waiting on More Info) 44 27 0 3 74 19.47%
Resolved/Closed 90 88 32 8 218 57.37%
New & Logged by % 51.84% 34.47% 10.79% 2.89%

Telephone Calls to the Helpdesk Service

Total Number of Calls 469
Average Queue Time 5 Mins 45 Secs
Maximum Queue Time 42 Mins
% Calls Answered Within Service Target* 79%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 20 February 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 209 423 434 10 1076  
New & Logged in Helpdesk System 209 121 57 10 397  
Assigned (Work not Started) 73 25 5 3 106 26.70%
Work In Progress 2 1 0 0 3 0.76%
Pending (Waiting on More Info) 68 29 4 4 105 26.45%
Resolved/Closed 66 66 48 3 183 46.10%
New & Logged by % 52.64% 30.48% 14.36% 2.52%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 423
Average Queue Time 3 Mins 20 Secs
Maximum Queue Time 14 Mins
% Calls Answered Within Service Target* 86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 13 February 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 246 535 262 6 1049  
New & Logged in Helpdesk System 246 119 50 6 421  
Assigned (Work not Started) 76 28 10 2 116 27.55%
Work In Progress 5 0 0 0 5 1.19%
Pending (Waiting on More Info) 78 16 2 2 98 23.28%
Resolved/Closed 87 75 38 2 202 47.98%
New & Logged by % 58.43% 28.27% 11.88% 1.43%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 535
Average Queue Time 3 Mins 41 Secs
Maximum Queue Time 40 Mins
% Calls Answered Within Service Target* 77%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 6 February 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 209 516 215 6 946  
New & Logged in Helpdesk System 209 126 50 6 391  
Assigned (Work not Started) 79 34 10 0 123 31.46
Work In Progress 4 4 0 0 8 2.05
Pending (Waiting on More Info) 62 27 2 3 94 24.04
Resolved/Closed 64 61 38 3 166 42.46
New & Logged by % 53.45 32.23 12.79 1.53    

Telephone Calls to the Helpdesk Service

Total Number of Calls 516
Average Queue Time 6 Mins 37 Secs
Maximum Queue Time 30 Mins
% Calls Answered Within Service Target* 73%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 30 January 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 207 485 314 5 1011  
New & Logged in Helpdesk System 207 147 53 5 412  
Assigned (Work not Started) 50 23 7 1 81 19.66%
Work In Progress 5 4 5 0 14 3.40%
Pending (Waiting on More Info) 62 31 15 2 110 26.70%
Resolved/Closed 90 89 26 2 207 50.24%
New & Logged by % 50.24% 35.68% 12.86% 1.21%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 485
Average Queue Time 4 Mins 13 Secs
Maximum Queue Time 18 Mins
% Calls Answered Within Service Target* 82%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 23 January 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 327 644 443 9 1423  
New & Logged in Helpdesk System 327 148 132 9 616  
Assigned (Work not Started) 120 33 32 2 187 30.36%
Work In Progress 6 4 1 0 11 1.79%
Pending (Waiting on More Info) 58 25 4 4 91 14.77%
Resolved/Closed 143 86 95 3 327 53.08%
New & Logged by % 53.08% 24.03% 21.43% 1.46%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 644
Average Queue Time 6 Mins 30 Secs
Maximum Queue Time 51 Mins
% Calls Answered Within Service Target* 67%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 16 January 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 279 571 398 18 1266  
New & Logged in Helpdesk System 279 151 34 18 482  
Assigned (Work not Started) 141 34 7 11 193 40.04%
Work In Progress 4 6 0 7 11 2.28%
Pending (Waiting on More Info) 47 21 3 5 76 15.77%
Resolved/Closed 87 90 24 1 202 47.91%
New & Logged by % 57.88% 31.33% 7.05% 3.73%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 571
Average Queue Time 6 Mins 3 Secs
Maximum Queue Time 35 Mins
% Calls Answered Within Service Target* 77%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 9 January 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 238 614 408 12 1272  
New & Logged in Helpdesk System 238 182 28 12 460  
Assigned (Work not Started) 62 28 4 0 94 20.43%
Work In Progress 15 4 3 1 23 5%
Pending (Waiting on More Info) 79 44 3 6 132 28.7%
Resolved/Closed 82 106 18 5 211 45.87%
New & Logged by % 51.74% 39.57% 6.09% 2.61%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 614
Average Queue Time 5 Mins 30 Secs
Maximum Queue Time 24 Mins
% Calls Answered Within Service Target* 72%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 23 December 2008

Call Source Email Phone Walk-In Web Total Status%
Total Callers 177 531 171 7 886  
New & Logged in Helpdesk System 177 126 31 7 341  
Assigned (Work not Started) 44 16 7 0 67 19.65%
Work In Progress 1 4 0 0 5 1.47%
Pending (Waiting on More Info) 60 28 3 2 93 27.27%
Resolved/Closed 72 78 21 5 176 51.61%
New & Logged by % 51.91% 36.95% 9.09% 2.05%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 531
Average Queue Time 5 Mins
Maximum Queue Time 32 Mins
% Calls Answered Within Service Target* 77%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 12 December 2008

Call Source Email Phone Walk-In Web Total Status%
Total Callers 183 544 152 6 885  
New & Logged in Helpdesk System 183 127 8 6 324  
Assigned (Work not Started) 38 18 2 1 59 18.21%
Work In Progress 4 6 1 0 11 3.4%
Pending (Waiting on More Info) 55 26 1 3 85 26.23%
Resolved/Closed 86 77 4 2 169 52.16%
New & Logged by % 56.48% 39.2% 2.47% 1.85%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 544
Average Queue Time 6 Mins
Maximum Queue Time 31 Mins
% Calls Answered Within Service Target* 74%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 5 December 2008

Call Source Email Phone Walk-In Web Total Status%
Total Callers 276 490 310 16 1092  
New & Logged in Helpdesk System 276 153 51 16 496  
Assigned (Work not Started) 39 10 1 2 52 10.48%
Work In Progress 4 3 2 1 10 2.02%
Pending (Waiting on More Info) 69 30 0 11 110 22.18%
Resolved/Closed 164 110 48 2 324 65.32%
New & Logged by % 55.65% 30.85% 10.28% 3.23%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 490
Average Queue Time 4 Mins
Maximum Queue Time 15 Mins
% Calls Answered Within Service Target* 86%
*Service Target = 75% of all incoming calls answered within 15 minutes