IS Services Helpdesk Statistics 2009-2010

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 2009-2010

Phone Calls (896 2000) 31239
Emails (itservicedesk@tcd.ie) 13947
Walk-In (Áras an Phiarsaigh) 13501
Web Submissions (http://helpdesk.tcd.ie) 559
Total 59246

 


 

Monthly Summaries

August 2010

Call Source Email Phone Walk-In Web Total
Total Callers 1203 1775 402 20 3400
New & Logged in Helpdesk System 1203 506 109 20 1349
Resolved/Closed 601 352 98 5 1056
Avg Closure Within 1 Week (%)
 
 
 
 
78%

August Telephone Calls to the Helpdesk Service

Total Number of Calls 1203
Average Queue Time 4 Mins 34 Secs
Average Maximum Queue Time 15 Minutes 52 Secs
% Calls Answered Within Service Target* 72.54%
*Service Target = 75% of all incoming calls answered within 15 minutes

July 2010

Call Source Email Phone Walk-In Web Total
Total Callers 794 1604 388 8 2794
New & Logged in Helpdesk System 794 446 102 7 1349
Resolved/Closed 317 283 88 4 692
Avg Closure Within 1 Week (%)         51%

July Telephone Calls to the Helpdesk Service

Total Number of Calls 1604
Average Queue Time 6 Mins 56 Secs
Average Maximum Queue Time 34 Minutes 31 Secs
% Calls Answered Within Service Target* 74.83%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

June 2010

Call Source Email Phone Walk-In Web Total
Total Callers 953 2325 564 22 3864
New & Logged in Helpdesk System 953 625 192 22 1864
Resolved/Closed 391 411 173 4 979
Avg Closure Within 1 Week (%)         48.95%

June Telephone Calls to the Helpdesk Service

Total Number of Calls 2325
Average Queue Time 5 Mins 43 Secs
Average Maximum Queue Time 22 Minutes 17 Secs
% Calls Answered Within Service Target* 78.99%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

May 2010

Call Source Email Phone Walk-In Web Total
Total Callers 875 2047 517 35 3474
New & Logged in Helpdesk System 875 552 219 35 1681
Resolved/Closed 324 331 206 14 875
Avg Closure Within 1 Week (%)         52%

April Telephone Calls to the Helpdesk Service

Total Number of Calls 2047
Average Queue Time 7 Mins 35 Secs
Average Maximum Queue Time 25 Minutes 58 Secs
% Calls Answered Within Service Target* 74.75%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

April 2010

Call Source Email Phone Walk-In Web Total
Total Callers 1118 2387 910 41 4456
New & Logged in Helpdesk System 1118 734 431 41 2318
Resolved/Closed 352 473 400 16 1240
Avg Closure Within 1 Week (%)         24.80%

April Telephone Calls to the Helpdesk Service

Total Number of Calls 2387
Average Queue Time 5 Mins 22 Secs
Average Maximum Queue Time 20 Minutes 25 Secs
% Calls Answered Within Service Target* 75.46%
*Service Target = 75% of all incoming calls answered within 15 minutes

March 2010

Call Source Email Phone Walk-In Web Total
Total Callers 1156 2244 860 49 4309
New & Logged in Helpdesk System 1156 785 433 43 2417
Resolved/Closed 365 543 401 19 1338
Avg Closure Within 1 Week (%)         55.36%

March Telephone Calls to the Helpdesk Service

Total Number of Calls 2244
Average Queue Time 6 Mins 06 Secs
Average Maximum Queue Time 25 Minutes 02 Secs
% Calls Answered Within Service Target* 77.46%
*Service Target = 75% of all incoming calls answered within 15 minutes

February 2010

Call Source Email Phone Walk-In Web Total
Total Callers 1040 2174 999 45 4258
New & Logged in Helpdesk System 1040 752 316 45 2153
Resolved/Closed 442 512 283 21 1258
Avg Closure Within 1 Week (%)         58.43%

February Telephone Calls to the Helpdesk Service

Total Number of Calls 2174
Average Queue Time 8 Mins 30 Secs
Average Maximum Queue Time 25 Minutes 46 Secs
% Calls Answered Within Service Target* 76.25%
*Service Target = 75% of all incoming calls answered within 15 minutes

January 2010

Call Source Email Phone Walk-In Web Total
Total Callers 1116 2028 1058 47 4339
New & Logged in Helpdesk System 1116 329 51 47 1543
Resolved/Closed 329 155 18 16 518
Avg Closure Within 1 Week (%)         33.57%

January Telephone Calls to the Helpdesk Service

Total Number of Calls 2028
Average Queue Time 4 Mins 38 Secs
Average Maximum Queue Time 20 Minutes 50 Secs
% Calls Answered Within Service Target* 78.73%
*Service Target = 75% of all incoming calls answered within 15 minutes

December 2009

Call Source Email Phone Walk-In Web Total
Total Callers 796 1868 774 30 3468
New & Logged in Helpdesk System 796 333 39 27 1195
Resolved/Closed 314 120 19 14 467
Avg Closure Within 1 Week (%)         39.08%

December Telephone Calls to the Helpdesk Service

Total Number of Calls 3468
Average Queue Time 7 Mins 29 Secs
Average Maximum Queue Time 27 Minutes 45 Secs
% Calls Answered Within Service Target* 73:56%
*Service Target = 75% of all incoming calls answered within 15 minutes

November 2009

Call Source Email Phone Walk-In Web Total
Total Callers 1271 2604 1235 64 5312
New & Logged in Helpdesk System 1271 321 69 64 1725
Resolved/Closed 520 171 45 25 761
Avg Closure Within 1 Week (%)         44%

November Telephone Calls to the Helpdesk Service

Total Number of Calls 2604
Average Queue Time 11 Mins 26 Secs
Average Maximum Queue Time 29 Minutes
% Calls Answered Within Service Target* 71%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

October 2009

Call Source Email Phone Walk-In Web Total
Total Callers 1342 2491 2605 64 6502
New & Logged in Helpdesk System 1342 433 96 64 1935
Resolved/Closed 446 207 41 22 716
Avg Closure Within 1 Week (%)         37%

October  Telephone Calls to the Helpdesk Service

Total Number of Calls 2491
Average Queue Time 5 Mins 59 Secs
Average Maximum Queue Time 26 Minutes
% Calls Answered Within Service Target* 74%
*Service Target = 75% of all incoming calls answered within 15 minutes

September 2009

Call Source Email Phone Walk-In Web Total
Total Callers
1755
2979
2745
62
7541
New & Logged in Helpdesk System
1755
563
209
62
2589
Resolved/Closed
593
326
131
23
1073
Avg Closure Within 1 Week (%)
40%

September  Telephone Calls to the Helpdesk Service

Total Number of Calls 2979
Average Queue Time 6 Mins
Average Maximum Queue Time 25 Mins
% Calls Answered Within Service Target* 75%
*Service Target = 75% of all incoming calls answered within 15 minutes

 


Weekly Statistics

Week ending 3rd September 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

214

532

162

3

911  

New & Logged in Helpdesk System

214 122

33

3

372

 

Assigned (Work not Started)

60

22

1

1

84

22.58%

Work In Progress

1

2

0

0

3 0.81%

Pending (Waiting on More Info)

68

30

2

2

102

27.42%

Resolved/Closed

85
68

30

0

183 49.19%

New & Logged by %

57.53% 32.80% 8.87% 0.81%  

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

532

Average Queue Time

6 minutes and 49 seconds

Maximum Queue Time

26 minutes and 46 seconds

% Calls Answered Within Service Target*

68.8%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 27th August 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

571

460

100

4

1135  

New & Logged in Helpdesk System

571 129

32

4

736

 

Assigned (Work not Started)

40

23

3

1

67

9.10%

Work In Progress

1

2

1

0

4

0.54%

Pending (Waiting on More Info)

77

18

2

1

98

13.31%

Resolved/Closed

453
85

26

2

566 76.90%

New & Logged by %

77.58% 17.53% 0.43%% 0.27%  

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

460

Average Queue Time

3 minutes and 33 seconds

Maximum Queue Time

14 minutes and 51 seconds

% Calls Answered Within Service Target*

83.26%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 20th August 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

216

468

101

2

787

 

New & Logged in Helpdesk System

216 110

17

2

345

 

Assigned (Work not Started)

49

11

1

1

62

17.97%

Work In Progress

3

1

0

0

4

1.16%

Pending (Waiting on More Info)

80

20

0

0

100

28.99%

Resolved/Closed

84
78

16

1

179

51.88%

New & Logged by %

62.61%

31.88%

4.93%

0.58%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

468

Average Queue Time

4mins 11seconds

Maximum Queue Time

13mins 13seconds

% Calls Answered Within Service Target*

81.41%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 13th August 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

211

463

116

7

797

 

New & Logged in Helpdesk System

211 142

48

7

408

 

Assigned (Work not Started)

77

13

2

3

95

23.28%

Work In Progress

4

1

0

0

5

1.23%

Pending (Waiting on More Info)

38

22

0

4

64

15.69%

Resolved/Closed

92
106

46

0

244

59.80%

New & Logged by %

51.72%

34.80%

11.76%

1.72%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

463

Average Queue Time

4mins 34seconds

Maximum Queue Time

14mins 43seconds

% Calls Answered Within Service Target*

80.35%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th August 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

205

384

85

7

681

 

New & Logged in Helpdesk System

205 125

12

7

349

 

Assigned (Work not Started)

63

12

1

0

76

21.78%

Work In Progress

3

0

0

0

3

0.86%

Pending (Waiting on More Info)

67

30

1

5

103

29.51%

Resolved/Closed

72
83

10

2

167

47.85%

New & Logged by %

58.74%

35.82%

3.44%

2.01%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

384

Average Queue Time

5mins 57seconds

Maximum Queue Time

20mins 55seconds

% Calls Answered Within Service Target*

73.44%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th July 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

171

394

94

2

661

 

New & Logged in Helpdesk System

171 102

39

2

314

 

Assigned (Work not Started)

50

14

2

0

66

21.02%

Work In Progress

0

2

0

0

2

0.64%

Pending (Waiting on More Info)

48

27

2

0

77

24.52%

Resolved/Closed

73
59

35

2

169

53.82%

New & Logged by %

54.46%

32.48%

12.42%

0.64%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

394

Average Queue Time

10mins 8seconds

Maximum Queue Time

42mins 7seconds

% Calls Answered Within Service Target*

61.93%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 23rd July 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

158

393

95

5

651

 

New & Logged in Helpdesk System

158 117

40

5

320

 

Assigned (Work not Started)

42

13

1

1

57

17.81%

Work In Progress

0

1

0

0

1

0.31%

Pending (Waiting on More Info)

44

43

6

2

95

29.69%

Resolved/Closed

72
60

33

2

167

52.19%

New & Logged by %

49.38%

36.56%

12.50%

1.56%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

393

Average Queue Time

5mins 46seconds

Maximum Queue Time

31mins 38seconds

% Calls Answered Within Service Target*

77.86%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 16th July 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

226

408

91

1

726

 

New & Logged in Helpdesk System

226 118

8

0

352

 

Assigned (Work not Started)

75

23

2

0

100

28.33%

Work In Progress

3

1

0

0

4

1.13%

Pending (Waiting on More Info)

62

25

1

1

89

25.21%

Resolved/Closed

86
69

5

0

160

45.33%

New & Logged by %

64.02%

33.43%

2.27%

0.28%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

408

Average Queue Time

5mins 44seconds

Maximum Queue Time

26mins 26seconds

% Calls Answered Within Service Target*

81.13%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th July 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

239

409

108

0

756

 

New & Logged in Helpdesk System

239 109

15

0

363

 

Assigned (Work not Started)

73

14

0

0

87

23.97%

Work In Progress

2

1

0

0

3

0.83%

Pending (Waiting on More Info)

78

19

0

0

97

26.72%

Resolved/Closed

86
75

15

0

176

48.48%

New & Logged by %

65.84%

30.03%

4.13%

0.00%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

409

Average Queue Time

6mins 6seconds

Maximum Queue Time

37mins 53seconds

% Calls Answered Within Service Target*

77.75%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd July 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

190

580

111

2

883

 

New & Logged in Helpdesk System

190 108

21

2

321

 

Assigned (Work not Started)

53

13

3

2

71

22.12%

Work In Progress

0

0

0

0

0

0.00%

Pending (Waiting on More Info)

62

27

3

0

92

28.66%

Resolved/Closed

75
68

15

0

158

49.22%

New & Logged by %

59.19%

33.64%

6.54%

0.62%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

580

Average Queue Time

4mins 43seconds

Maximum Queue Time

16mins 21seconds

% Calls Answered Within Service Target*

69.66%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th June 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

195

412

105

6

718

 

New & Logged in Helpdesk System

195 143

31

6

375

 

Assigned (Work not Started)

55

19

1

2

77

20.53%

Work In Progress

1

1

0

0

2

0.53%

Pending (Waiting on More Info)

64

26

1

3

94

25.07%

Resolved/Closed

75
       97

29

1

202

53.87%

New & Logged by %

52.00%

38.13%

8.27%

1.60%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

412

Average Queue Time

5mins 1 second

Maximum Queue Time

23mins 33seconds

% Calls Answered Within Service Target*

82.04%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th June 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

219

504

122

2

847

 

New & Logged in Helpdesk System

       219       152

45

2

418

 

Assigned (Work not Started)

61

18

2

1

82

19.62%

Work In Progress

3

1

0

0

4

0.96%

Pending (Waiting on More Info)

64

36

1

0

101

24.16%

Resolved/Closed

91
       97

42

1

231

55.26%

New & Logged by %

52.39%

36.36%

10.77%

0.48%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

504

Average Queue Time

8mins 40 seconds

Maximum Queue Time

19mins 52seconds

% Calls Answered Within Service Target*

82.94%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th June 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

151

381

101

7

640

 

New & Logged in Helpdesk System

       151       102

48

7

308

 

Assigned (Work not Started)

43

12

1

1

57

18.51%

Work In Progress

0

1

0

0

1

0.32%

Pending (Waiting on More Info)

43

25

3

4

75

24.35%

Resolved/Closed

65
       64

44

2

175

56.82%

New & Logged by %

49.03%

33.12%

15.58%

2.27%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

381

Average Queue Time

3mins 38 seconds

Maximum Queue Time

20mins 01seconds

% Calls Answered Within Service Target*

83.46%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 4th June 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

198

448

125

5

776

 

New & Logged in Helpdesk System

     198   120

47

5

370

 

Assigned (Work not Started)

50

14

3

2

69

18.65%

Work In Progress

3

0

0

1

4

1.08%

Pending (Waiting on More Info)

60

21

1

2

84

22.70%

Resolved/Closed

85
   85

43

0

213

57.57%

New & Logged by %

53.51%

32.43%

12.70%

1.35%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

448

Average Queue Time

5mins 32 seconds

Maximum Queue Time

31mins 40seconds

% Calls Answered Within Service Target*

79%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th May 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

204

477

95

5

781

 

New & Logged in Helpdesk System

     204   121

39

5

369

 

Assigned (Work not Started)

92

22

1

2

117

31.71%

Work In Progress

2

3

1

0

6

1.63%

Pending (Waiting on More Info)

42

16

2

2

62

16.80%

Resolved/Closed

68
   80

35

1

184

37.67%

New & Logged by %

55.28%

32.79%

9.05%

1.36%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

477

Average Queue Time

11mins

Maximum Queue Time

29mins 25seconds

% Calls Answered Within Service Target*

74.63%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st May 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

207

483

106

5

801

 

New & Logged in Helpdesk System

     207   150

36

5

398

 

Assigned (Work not Started)

72

26

1

0

99

24.87%

Work In Progress

5

1

0

0

6

1.51%

Pending (Waiting on More Info)

41

23

1

2

67

16.83%

Resolved/Closed

89
   100

34

3

226

56.78%

New & Logged by %

52.01%

37.69%

9.05%

1.26%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

483

Average Queue Time

10mins

Maximum Queue Time

39mins 50seconds

% Calls Answered Within Service Target*

74.33%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 14th May 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

200

448

126

5

779

 

New & Logged in Helpdesk System

      200    129

53

5

387

 

Assigned (Work not Started)

50

16

0

3

69

17.83%

Work In Progress

1

1

0

0

2

0.52%

Pending (Waiting on More Info)

59

21

3

0

83

21.45%

Resolved/Closed

90
   91

50

2

233

60.21%

New & Logged by %

51.68%

33.33%

13.70%

1.29%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

448

Average Queue Time

4mins 52seconds

Maximum Queue Time

23mins 34seconds

% Calls Answered Within Service Target*

81.47%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 7th May 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

264

639

190

20

1113

 

New & Logged in Helpdesk System

      264    152

91

20

527

 

Assigned (Work not Started)

115

21

4

3

143

27.13%

Work In Progress

0

2

0

0

2

0.38%

Pending (Waiting on More Info)

72

24

0

9

105

19.92%

Resolved/Closed

77
   105

87

8

277

52.56%

New & Logged by %

50.05%

28.84%

17.27%

3.80%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

639

Average Queue Time

4mins 45seconds

Maximum Queue Time

20mins 32seconds

% Calls Answered Within Service Target*

70.27%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th April 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

252

549

159

7

967

 

New & Logged in Helpdesk System

       252      188

76

7

523

 

Assigned (Work not Started)

130

27

6

3

166

31.74%

Work In Progress

1

1

1

0

3

0.57%

Pending (Waiting on More Info)

47

35

2

2

86

16.44%

Resolved/Closed

74
    125

67

2

268

51.24%

New & Logged by %

48.18%

35.95%

14.53%

1.34%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

549

Average Queue Time

6mins 29seconds

Maximum Queue Time

20mins 49seconds

% Calls Answered Within Service Target*

68.85%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 23rd April 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

294

678

208

10

1190

 

New & Logged in Helpdesk System

     294      215

112

10

631

 

Assigned (Work not Started)

97

33

3

2

135

21.39%

Work In Progress

3

2

0

0

5

0.79%

Pending (Waiting on More Info)

73

27

8

3

111

17.59%

Resolved/Closed

121
    153

101

5

380

60.22%

New & Logged by %

46.59%

34.07%

17.75%

1.58%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

678

Average Queue Time

5mins 10seconds

Maximum Queue Time

23mins 41seconds

% Calls Answered Within Service Target*

76.7%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th April 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

219

421

218

11

869

 

New & Logged in Helpdesk System

       219       101

99

11

430

 

Assigned (Work not Started)

95

13

1

3

112

26.05%

Work In Progress

0

3

0

0

3

0.70%

Pending (Waiting on More Info)

60

22

4

3

89

20.70%

Resolved/Closed

65
     63

94

5

226

52.56%

New & Logged by %

50.93%

23.49%

23.02%

2.56%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

421

Average Queue Time

4mins 43seconds

Maximum Queue Time

14mins 50seconds

% Calls Answered Within Service Target*

79.57%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th April 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

171

366

154

5

696

 

New & Logged in Helpdesk System

     171     113

86

5

375

 

Assigned (Work not Started)

76

17

4

0

97

25.87%

Work In Progress

1

2

0

1

4

1.07%

Pending (Waiting on More Info)

49

29

1

3

82

21.87%

Resolved/Closed

45
      65

81

1

192

51.20%

New & Logged by %

48.31%

30.13%

22.93%

1.33%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

366

Average Queue Time

3mins 54seconds

Maximum Queue Time

18mins 43seconds

% Calls Answered Within Service Target*

81.69%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd April 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

182

373

171

8

734

 

New & Logged in Helpdesk System

       182      117

58

8

359

 

Assigned (Work not Started)

95

25

0

2

120

33.43%

Work In Progress

5

1

0

0

6

0.02%

Pending (Waiting on More Info)

35

24

1

3

63

17.55%

Resolved/Closed

47
       67

57

3

174

48.47%

New & Logged by %

50.70%

32.59%

16.16%

0.01%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

373

Average Queue Time

6 mins 38 seconds

Maximum Queue Time

24 mins 02 seconds

% Calls Answered Within Service Target*

70.51%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 26th March 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

239

556

199

16

1010

 

New & Logged in Helpdesk System

239

     188

98

16

541

 

Assigned (Work not Started)

117

20

5

5

147

27.17%

Work In Progress

2

2

1

0

5

0.92%

Pending (Waiting on More Info)

54

33

4

3

94

17.38%

Resolved/Closed

66

133

88

8

295

54.53%

New & Logged by %

44.18%

34.75%

18.11%

2.96%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

556

Average Queue Time

4 mins 29 seconds

Maximum Queue Time

23 mins 23 seconds

% Calls Answered Within Service Target*

78.78%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th March 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

179

353

136

4

672

 

New & Logged in Helpdesk System

179

      131

64

4

378

 

Assigned (Work not Started)

79

21

1

1

102

26.98%

Work In Progress

5

2

0

1

8

2.12%

Pending (Waiting on More Info)

35

18

2

2

57

15.08%

Resolved/Closed

60

90

61

0

211

55.82%

New & Logged by %

47.35%

34.66%

16.93%

1.06%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

353

Average Queue Time

4 mins 01 seconds

Maximum Queue Time

13 mins 58 seconds

% Calls Answered Within Service Target*

82.72%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th March 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

232

454

183

6

875

 

New & Logged in Helpdesk System

232

  188

104

6

530

 

Assigned (Work not Started)

82

20

4

2

108

20.38%

Work In Progress

5

2

1

0

8

1.31%

Pending (Waiting on More Info)

49

21

3

1

74

13.96%

Resolved/Closed

96

145

96

3

340

64.15%

New & Logged by %

43.77%

35.47%

19.62%

1.13%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

454

Average Queue Time

11 mins 05 seconds

Maximum Queue Time

30mins 20 seconds

% Calls Answered Within Service Target*

74.89%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th March 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

324

508

171

15

1018

 

New & Logged in Helpdesk System

324

     161

109

15

609

 

Assigned (Work not Started)

140

25

4

4

173

28.41%

Work In Progress

8

2

1

1

12

1.97%

Pending (Waiting on More Info)

80

26

5

5

116

19.05%

Resolved/Closed

96

108

99

5

308

50.57%

New & Logged by %

53.20%

26.44%

17.90%

2.46%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

508

Average Queue Time

4 mins 17 seconds

Maximum Queue Time

33 mins 27 seconds

% Calls Answered Within Service Target*

80.31%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th February 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

250

470

253

8

981

 

New & Logged in Helpdesk System

250

     169

135

8

562

 

Assigned (Work not Started)

55

26

4

1

86

15.30%

Work In Progress

8

1

0

0

9

1.60%

Pending (Waiting on More Info)

72

28

6

3

109

19.40%

Resolved/Closed

115

114

125

4

358

63.70%

New & Logged by %

44.48%

30.07%

24.02%

1.42%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

470

Average Queue Time

3 mins 51 seconds

Maximum Queue Time

17 mins 26 seconds

% Calls Answered Within Service Target*

84.26%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th February 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

223

448

228

5

904

 

New & Logged in Helpdesk System

223

     163

49

5

440

 

Assigned (Work not Started)

90

20

2

4

116

26.36%

Work In Progress

5

1

1

0

7

1.59%

Pending (Waiting on More Info)

56

23

4

1

84

19.09%

Resolved/Closed

72

119

42

0

233

52.95%

New & Logged by %

50.68%

37.05%

11.14%

1.14%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

448

Average Queue Time

12 mins 55 seconds

Maximum Queue Time

32 mins 24 seconds

% Calls Answered Within Service Target*

80.13%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th February 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

245

602

252

10

1109

 

New & Logged in Helpdesk System

245

     242

109

10

606

 

Assigned (Work not Started)

71

35

1

2

109

17.99%

Work In Progress

6

2

1

0

9

1.49%

Pending (Waiting on More Info)

68

34

4

3

109

17.99%

Resolved/Closed

100

171

102

5

378

62.38%

New & Logged by %

40.43%

39.93%

17.99%

1.65%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

602

Average Queue Time

12 mins 17 seconds

Maximum Queue Time

24 mins 49 seconds

% Calls Answered Within Service Target*

71.38%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 5th February 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

322

654

266

22

1264

 

New & Logged in Helpdesk System

322

     178

23

22

545

 

Assigned (Work not Started)

84

34

8

2

128

23.49%

Work In Progress

8

4

0

0

12

2.20%

Pending (Waiting on More Info)

75

32

1

8

116

21.28%

Resolved/Closed

155

108

14

12

289

53.03%

New & Logged by %

59.08%

32.66%

4.22%

4.04%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

654

Average Queue Time

6 mins 38 seconds

Maximum Queue Time

39 mins 12 seconds

% Calls Answered Within Service Target*

69.27%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 31st January 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

311

539

353

11

1214

 

New & Logged in Helpdesk System

311

   70

14

11

406

 

Assigned (Work not Started)

146

26

9

4

185

45.57%

Work In Progress

6

2

0

0

8

1.97%

Pending (Waiting on More Info)

92

20

0

3

115

28.33%

Resolved/Closed

67

22

5

4

98

24.14%

New & Logged by %

76.60%

17.24%

3.45%

2.71%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

539

Average Queue Time

4 mins 53 seconds

Maximum Queue Time

15 mins 52 seconds

% Calls Answered Within Service Target*

77.92%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 24th January 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

328

590

418

16

1352

 

New & Logged in Helpdesk System

328

     100

20

16

464

 

Assigned (Work not Started)

137

26

14

6

183

39.44%

Work In Progress

5

7

0

0

12

2.59%

Pending (Waiting on More Info)

99

24

0

4

127

27.37%

Resolved/Closed

87

43

6

6

142

30.60%

New & Logged by %

70.69%

21.55%

4.31%

2.47%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

590

Average Queue Time

4 mins 55 seconds

Maximum Queue Time

24 mins 52 seconds

% Calls Answered Within Service Target*

74%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 17th January 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

270

534

171

13

988

New & Logged in Helpdesk System

270

    97

10

13

390

 

Assigned (Work not Started)

111

23

2

5

141

36.15%

Work In Progress

0

3

0

0

3

0.77%

Pending (Waiting on More Info)

75

16

2

5

98

25.13%

Resolved/Closed

84

55

6

3

148

37.95%

New & Logged by %

69.23%

24.87%

2.56%

3.33%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

535

Average Queue Time

4 mins 26 secs

Maximum Queue Time

16 mins 31 secs

% Calls Answered Within Service Target*

81%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 10th January 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

207

455

116

7

785

 

New & Logged in Helpdesk System

207

     62

7

7

283

 

Assigned (Work not Started)

66

15

3

1

85

30.04%

Work In Progress

0

5

1

0

6

2.12%

Pending (Waiting on More Info)

50

7

2

3

62

21.91%

Resolved/Closed

91

35

1

3

130

45.94%

New & Logged by %

73.14%

21.91%

2.47%

2.47%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

455

Average Queue Time

4 mins 17 secs

Maximum Queue Time

25 mins 8 secs

% Calls Answered Within Service Target*

82%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 27th December 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

68

184

28

3

283

New & Logged in Helpdesk System

68

     30

2

0

100

 

Assigned (Work not Started)

27

13

0

0

40

40%

Work In Progress

0

1

0

0

1

1%

Pending (Waiting on More Info)

6

3

0

0

9

9%

Resolved/Closed

35

13

2

3

53

53%

New & Logged by %

68%

30%

2%

0%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

184

Average Queue Time

10 Mins 11 Secs

Maximum Queue Time

40 Mins 58 Secs

% Calls Answered Within Service Target*

70.11%

*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 20th December 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

225

514

238

6

983

New & Logged in Helpdesk System

225

      82

8

6

321

 

Assigned (Work not Started)

63

26

1

1

91

28.35%

Work In Progress

1

3

0

0

4

1.24%

Pending (Waiting on More Info)

66

24

3

2

95

29.59%

Resolved/Closed

95

29

4

3

131

40.81%

New & Logged by %

70.09%

25.54%

2.49%

1.87%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

514

Average Queue Time

6 Mins 87 Secs

Maximum Queue Time

23 Mins 12 Secs

% Calls Answered Within Service Target*

73.15%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 13th December 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

237

571

221

8

1037

New & Logged in Helpdesk System

237

111

7

8

363

 

Assigned (Work not Started)

91

44

3

3

129

38.84%

Work In Progress

2

2

1

0

4

1.38%

Pending (Waiting on More Info)

67

30

0

4

111

27.82%

Resolved/Closed

77

35

3

1

167

31.96%

New & Logged by %

65.29%

30.58%

1.93%

2.20%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

571

Average Queue Time

6 Mins 31 Secs

Maximum Queue Time

26 Mins 19Secs

% Calls Answered Within Service Target*

76.01%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 6th December 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

266

599

287

13

1165

New & Logged in Helpdesk System

266

110

22

13

411

 

Assigned (Work not Started)

89

31

7

2

129

31.39%

Work In Progress

2

1

0

1

4

0.97%

Pending (Waiting on More Info)

68

35

5

3

111

27.01%

Resolved/Closed

107

43

10

7

167

40.63%

New & Logged by %

64.72%

26.76%

5.35%

3.16%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

599

Average Queue Time

5 Mins 49 Secs

Maximum Queue Time

20 Mins 30Secs

% Calls Answered Within Service Target*

74.96%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 29nd November 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

303

747

277

23

1350

New & Logged in Helpdesk System

303

84

15

23

425

 

Assigned (Work not Started)

176

30

4

14

224

52.71%

Work In Progress

3

1

0

0

4

0.94%

Pending (Waiting on More Info)

40

26

3

6

75

17.65%

Resolved/Closed

84

27

8

3

122

28.71%

New & Logged by %

71.29%

19.76%

3.53%

5.41%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

747

Average Queue Time

7 Mins 15 Secs

Maximum Queue Time

34 Mins 27 Secs

% Calls Answered Within Service Target*

60.24%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 22nd November 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

359

705

343

16

1423

New & Logged in Helpdesk System

359

75

15

16

465

 

Assigned (Work not Started)

81

12

4

2

99

21.29%

Work In Progress

6

2

0

0

8

1.72%

Pending (Waiting on More Info)

117

7

1

7

126

27.10%

Resolved/Closed

155

54

10

7

226

48.60%

New & Logged by %

77.20%

16.13%

3.32%

3.44%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

705

Average Queue Time

8 Mins 20 Secs

Maximum Queue Time

24 Mins 06 Secs

% Calls Answered Within Service Target*

72.34%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 15th November 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

286

529

234

11

1060

New & Logged in Helpdesk System

286

56

15

11

368

 

Assigned (Work not Started)

35

8

1

1

45

12.23%

Work In Progress

5

0

0

0

5

1.36%

Pending (Waiting on More Info)

61

7

2

2

72

19.57%

Resolved/Closed

182

41

12

8

243

66.03%

New & Logged by %

77.72%

15.22%

4.08%

2.99%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

529

Average Queue Time

5 Mins 50 Secs

Maximum Queue Time

20 Mins 59Secs

% Calls Answered Within Service Target*

81.1%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 8th November 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

323

623

381

14

1341

New & Logged in Helpdesk System

323

106

24

14

467

 

Assigned (Work not Started)

167

31

6

4

208

44.54%

Work In Progress

0

2

0

0

2

0.43%

Pending (Waiting on More Info)

57

24

3

3

87

18.63%

Resolved/Closed

99

49

15

7

170

36.40%

New & Logged by %

69.16%

22.70%

5.14%

3.00%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

623

Average Queue Time

9Mins 15 Secs

Maximum Queue Time

35 Mins 30 Secs

% Calls Answered Within Service Target*

73.35%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week Ending 1st November 2009

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

261

487

446

14

1208

New & Logged in Helpdesk System

261

101

15

14

391

 

Assigned (Work not Started)

91

16

4

3

114

29.16%

Work In Progress

9

5

1

0

15

3.84%

Pending (Waiting on More Info)

78

27

0

3

108

27.62%

Resolved/Closed

83

53

10

8

154

39.39%

New & Logged by %

66.75%

25.83%

3.84%

3.58%

 

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

487

Average Queue Time

4 Mins 6 Secs

Maximum Queue Time

32 Mins 36Secs

% Calls Answered Within Service Target*

82.75%

*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 23rd October 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 352
762
382
15
1511
New & Logged in Helpdesk System 352 88 11 15 466  
Assigned (Work not Started) 128 28 5 5 166 35.62%
Work In Progress 3 3 1 0 7 1.50%
Pending (Waiting on More Info) 77 23 1 6 107 22.96%
Resolved/Closed 144 34 4 4 186 39.91%
New & Logged by % 75.54% 18.88% 2.36% 3.21%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 762
Average Queue Time 5 Mins 4 Secs
Maximum Queue Time 35 Mins 10 Secs
% Calls Answered Within Service Target* 71%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 16th October 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
341
573
966
22
1902
New & Logged in Helpdesk System 341 118 34 22 498  
Assigned (Work not Started) 97 38 14 5 154 28.11%
Work In Progress 8 2 2 2 14 2.81%
Pending (Waiting on More Info) 125 17 7 8 157 31.53%
Resolved/Closed 111 61 11 7 190 38.15%
New & Logged by % 68.47% 23.69% 6.82% 4.41%    

Telephone Calls to the Helpdesk Service

Total Number of Calls 573
Average Queue Time 4 Mins 17 Secs
Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 80%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 9 October 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 388 669 811 13 1881
New & Logged in Helpdesk System 388 126 36 13 563  
Assigned (Work not Started) 168 25 12 6 211 37.48%
Work In Progress 5 9 1 0 15 2.66%
Pending (Waiting on More Info) 107 33 7 4 151 26.82%
Resolved/Closed 108 59 16 3 186 33.04%
New & Logged by % 68.92% 22.38% 6.39% 2.31%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 669
Average Queue Time 8 Mins 29 Secs
Maximum Queue Time 20 Mins
% Calls Answered Within Service Target* 65%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 2 October 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 537 827 1358 22 2744
New & Logged in Helpdesk System 537 162 57 22 778  
Assigned (Work not Started) 211 33 23 5 272 34.96%
Work In Progress 3 1 2 0 6 0.77%
Pending (Waiting on More Info) 102 24 12 5 143 18.38%
Resolved/Closed 221 104 20 12 357 45.89%
New & Logged by % 69.02% 20.82% 7.33% 2.83%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 827
Average Queue Time 5 Mins 05 Secs
Maximum Queue Time 21 Mins
% Calls Answered Within Service Target* 72 %
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 25 September 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers 381
641
638
14
1674
New & Logged in Helpdesk System
381
135
52
14
582
Assigned (Work not Started)
190
18
8
10
226
38.83%
Work In Progress
6
3
3
0
12
2.06%
Pending (Waiting on More Info)
90
38
2
3
133
22.85%
Resolved/Closed
95
76
39
1
211
36.25%
New & Logged by %
66.67%
20.96%
10.06%
2.31%
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 641
Average Queue Time 4 Mins 01 Secs
Maximum Queue Time 21 Mins
% Calls Answered Within Service Target* 79 %
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 18 September 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
318
543
354
11
1226
New & Logged in Helpdesk System
318
100
48
11
477
Assigned (Work not Started)
133
15
7
2
157
32.91%
Work In Progress
9
1
1
0
11
2.31%
Pending (Waiting on More Info)
78
27
5
4
114
23.90%
Resolved/Closed
98
57
35
5
195
40.88%
New & Logged by %
66.67%
20.96%
10.06%
2.31%
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 543
Average Queue Time 9 Mins 23 Secs
Maximum Queue Time 26 Mins
% Calls Answered Within Service Target* 79 %
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week Ending 11 September 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
279
470
195
8
952
New & Logged in Helpdesk System
279
85
24
8
396
Assigned (Work not Started)
67
18
1
3
89
22.47%
Work In Progress
5
2
0
0
7
1.77%
Pending (Waiting on More Info)
97
20
4
2
123
31.06%
Resolved/Closed
110
45
19
3
177
44.70%
New & Logged by %
70.45%
21.46%
6.06%
2.02%
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 470
Average Queue Time 6 Mins 21 Secs
Maximum Queue Time 29 Mins
% Calls Answered Within Service Target* 73 %
*Service Target = 75% of all incoming calls answered within 15 minutes

Week Ending 4 September 2009

Call Source Email Phone Walk-In Web Total Status%
Total Callers
240
498
200
7
945
New & Logged in Helpdesk System
240
81
28
7
356
Assigned (Work not Started)
97
14
5
1
117
32.87%
Work In Progress
1
3
1
0
5
1.40%
Pending (Waiting on More Info)
73
20
4
4
101
28.37%
Resolved/Closed
69
44
18
2
133
37.36%
New & Logged by %
67.42%
22.75%
7.87%
1.97%
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 498
Average Queue Time 9 Mins 17 Secs
Maximum Queue Time 32 Mins
% Calls Answered Within Service Target* 76%
*Service Target = 75% of all incoming calls answered within 15 minutes