IS Services Helpdesk Statistics 2010-2011

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

Summary for Academic Year 2010-2011

Phone Calls (896 2000) 22689
Emails (itservicedesk@tcd.ie) 13425
Walk-In (Áras an Phiarsaigh) 11883
Web Submissions (http://helpdesk.tcd.ie) 349
Total 48346

 


 

Monthly Summaries

August 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 772 1483 360
19
2634
New & Logged in Helpdesk System 772 303 33
19
1127
Resolved/Closed
242
158
18
6
424
Avg Closure Within 1 Week (%)
37.62%

August Telephone Calls to the Helpdesk Service

Total Number of Calls 1483
Average Queue Time 7:08 mins
Average Maximum Queue Time 28:31 mins
% Calls Answered Within Service Target* 75.56%
*Service Target = 75% of all incoming calls answered within 15 minutes

July 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 709 1427 421
14
2571
New & Logged in Helpdesk System 709 375 32
14
1130
Resolved/Closed
252
226
20
4
502
Avg Closure Within 1 Week (%)
44.42%

July Telephone Calls to the Helpdesk Service

Total Number of Calls 1427
Average Queue Time 04:19 mins
Average Maximum Queue Time 17:58 mins
% Calls Answered Within Service Target* 83.35%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

June 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1068
1853
483
18
3422
New & Logged in Helpdesk System
1068
451
42
18
1579
Resolved/Closed
406
283
31
3
723
Avg Closure Within 1 Week (%)
45.79%

June Telephone Calls to the Helpdesk Service

Total Number of Calls 1853
Average Queue Time 04:24 mins
Average Maximum Queue Time 25:38 mins
% Calls Answered Within Service Target* 84.33%
*Service Target = 75% of all incoming calls answered within 15 minutes

May 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
845
1088
481
18
2432
New & Logged in Helpdesk System
845
362
41
18
1266
Resolved/Closed
340
241
29
6
616
Avg Closure Within 1 Week (%)
48.66%

May Telephone Calls to the Helpdesk Service

Total Number of Calls 1088
Average Queue Time 04:33 mins
Average Maximum Queue Time 26.08 mins
% Calls Answered Within Service Target* 83.43%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

April 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1175 2009 1049 19 4252
New & Logged in Helpdesk System 1175 464 65 19 1723
Resolved/Closed
409
296
47
3 755
Avg Closure Within 1 Week (%)
43.82

April Telephone Calls to the Helpdesk Service

Total Number of Calls 2009
Average Queue Time 05:39 mins
Average Maximum Queue Time 25.38 mins
% Calls Answered Within Service Target* 77:80%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

March 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
906
1652
722
19 3299
New & Logged in Helpdesk System
906
396
39
19 1360
Resolved/Closed
351
217
25
8
601
Avg Closure Within 1 Week (%)
44.19%

March Telephone Calls to the Helpdesk Service

Total Number of Calls 1652
Average Queue Time 05:01 mins
Average Maximum Queue Time 20.13 mins
% Calls Answered Within Service Target* 79.42%
*Service Target = 75% of all incoming calls answered within 15 minutes

February 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
980
2077
902
37
3996
New & Logged in Helpdesk System
945
495
82
37
1559
Resolved/Closed
392
308
56
18
774
Avg Closure Within 1 Week (%)
49.65%

February Telephone Calls to the Helpdesk Service

Total Number of Calls 2077
Average Queue Time 04:51 mins
Average Maximum Queue Time 21.01 mins
% Calls Answered Within Service Target* 79.76%
*Service Target = 75% of all incoming calls answered within 15 minutes

January 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1095
1810
927
36
3868
New & Logged in Helpdesk System
945
430
59
36
1470
Resolved/Closed
413
281
47
17
758
Avg Closure Within 1 Week (%)
51.56%

January Telephone Calls to the Helpdesk Service

Total Number of Calls 1810
Average Queue Time 05:55 mins
Average Maximum Queue Time 26.01 mins
% Calls Answered Within Service Target* 79.85%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

December 2010

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
945
1522
602
22
3091
New & Logged in Helpdesk System
945
391
75
22
1433
Resolved/Closed
353
236
63
4
656
Avg Closure Within 1 Week (%)
46%

 

November 2010

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1418
2470
1255
50
5193
New & Logged in Helpdesk System
1418
559
86
50
2113
Resolved/Closed
497
314
65
10
886
Avg Closure Within 1 Week (%)
42%

November Telephone Calls to the Helpdesk Service

Total Number of Calls 2470
Average Queue Time 08:03 mins
Average Maximum Queue Time 29.20 mins
% Calls Answered Within Service Target* 73%
*Service Target = 75% of all incoming calls answered within 15 minutes

October 2010

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1712
2859
2346
56
6991
New & Logged in Helpdesk System
1712
670
222
56
2660
Resolved/Closed
573
387
163
19
1142
Avg Closure Within 1 Week (%)
43%

October Telephone Calls to the Helpdesk Service

Total Number of Calls 2859
Average Queue Time 11:50 mins
Average Maximum Queue Time 44:25 mins
% Calls Answered Within Service Target* 63%
*Service Target = 75% of all incoming calls answered within 15 minutes

September 2010

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1518
2631
2317
41
6507
New & Logged in Helpdesk System
1518
773
284
41
2616
Resolved/Closed
673
484
224
18
1399
Avg Closure Within 1 Week (%)
53%

September Telephone Calls to the Helpdesk Service

Total Number of Calls 2631
Average Queue Time 6:46
Average Maximum Queue Time 26:55 mins
% Calls Answered Within Service Target* 74%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 


Weekly Statistics

Week ending 28th August 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

206 386 103 3 698  

New & Logged in Helpdesk System

206 91 15 3 315  

Assigned (Work not Started)

64 19 5 2 90 28.57

Work In Progress

1 3 0 0 4 1.27

Pending (Waiting on More Info)

66 24 3 1 94 29.84

Resolved/Closed

75 45 7 0 127 40.32

New & Logged by %

65.40 28.89 4.76 0.95    

Telephone Calls to the Helpdesk Service

Total Number of Calls

386

Average Queue Time

3:59 mins

Maximum Queue Time

21:45 mins

% Calls Answered Within Service Target*

72.61%

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

Week ending 21st August 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

205 395 99 8 707  

New & Logged in Helpdesk System

205
89
9
8
311
 

Assigned (Work not Started)

71 10 0 1 82 26.37

Work In Progress

1 0 0 0 1 0.32

Pending (Waiting on More Info)

66 24 3 5 98 31.51

Resolved/Closed

67 55 6 2 130 41.80

New & Logged by %

65.92 28.62 2.89 2.57    

Telephone Calls to the Helpdesk Service

Total Number of Calls

395

Average Queue Time

13:22 mins

Maximum Queue Time

48:54 mins

% Calls Answered Within Service Target*

72.91%

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

 

Week ending 14th August 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

195
371
89
3
658
 

New & Logged in Helpdesk System

195
65
4
3
267
 

Assigned (Work not Started)

64
9
0
1
74
27.72

Work In Progress

3
1
1
0
5
1.87

Pending (Waiting on More Info)

77
27
0
0
104
38.95

Resolved/Closed

51
28
3
2
84
31.46

New & Logged by %

73.03
24.34
1.50
1.12

Telephone Calls to the Helpdesk Service

Total Number of Calls

371

Average Queue Time

07:07 mins

Maximum Queue Time

29:03:00 mins

% Calls Answered Within Service Target*

75.47%

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

Week ending 7th August 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

166 331 69 5 571  

New & Logged in Helpdesk System

166 58 5 5 234  

Assigned (Work not Started)

58 15 1 1 75 32.05

Work In Progress

1 2 1 0 4 1.71

Pending (Waiting on More Info)

58 11 1 2 72 30.77

Resolved/Closed

49 30 2 2 83 35.47

New & Logged by %

70.94 24.79 2.14 2.14    

Telephone Calls to the Helpdesk Service

Total Number of Calls

331

Average Queue Time

04:07 mins

Maximum Queue Time

14:24:00 mins

% Calls Answered Within Service Target*

81.27%

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

Week ending 31st July 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

183 299 93 6 581  

New & Logged in Helpdesk System

183 85 5 6 279  

Assigned (Work not Started)

39 8 1 1 49 17.56%

Work In Progress

5 1 0 0 6 2.15%

Pending (Waiting on More Info)

51 26 1 5 83 29.75%

Resolved/Closed

88 50 3 0 141 50.54%

New & Logged by %

65.59% 30.47% 1.79% 2.15%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

299

Average Queue Time

03:54 mins

Maximum Queue Time

13:33:00 mins

% Calls Answered Within Service Target*

85.95%

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

Week ending 24th July 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

181 341 99 0 621  

New & Logged in Helpdesk System

181 79 8 0 268  

Assigned (Work not Started)

60 16 2 0 78 29.10%

Work In Progress

1 1 0 0 2 0.75%

Pending (Waiting on More Info)

59 20 1 0 80 29.85%

Resolved/Closed

61 42 5 0 108 40.30%

New & Logged by %

67.54% 29.48% 2.99% 0.00%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

341

Average Queue Time

04:10 mins

Maximum Queue Time

22:30:00 mins

% Calls Answered Within Service Target*

85.04%

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

Week ending 17th July 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

183 430 115 4 732  

New & Logged in Helpdesk System

183
118
7
4
312  

Assigned (Work not Started)

60 10 1 2 73 23.40%

Work In Progress

2 3 0 0 5 1.60%

Pending (Waiting on More Info)

67 24 3 2 96 30.77%

Resolved/Closed

54 81 3 0 138 44.23%

New & Logged by %

58.65% 37.82% 2.24% 1.28%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

430

Average Queue Time

04:57 mins

Maximum Queue Time

21:37 mins

% Calls Answered Within Service Target*

78.37%

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

 

Week ending 10th July 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

162 357 114 4 637  

New & Logged in Helpdesk System

162 93 12 4 271  

Assigned (Work not Started)

57 19 2 0 78 28.78%

Work In Progress

3 3 0 0 6 2.21%

Pending (Waiting on More Info)

53 18 1 0 72 26.57%

Resolved/Closed

49 53 9 4 115 42.44%

New & Logged by %

59.78% 34.32% 4.43% 1.48%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

357

Average Queue Time

 04:08 mins

Maximum Queue Time

 13:21 mins

% Calls Answered Within Service Target*

 84.03%

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

Week ending 3rd July 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

211 389 110 1 711  

New & Logged in Helpdesk System

211 96 5 1 313  

Assigned (Work not Started)

69 15 0 0 84 26.84%

Work In Progress

1 1 0 0 2 0.64%

Pending (Waiting on More Info)

62 17 0 1 80 25.56%

Resolved/Closed

79 63 5 0 147 46.96%

New & Logged by %

67.41% 30.67% 1.60% 0.32%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

389

Average Queue Time

  03:32 mins

Maximum Queue Time

  21:23 mins

% Calls Answered Within Service Target*

  85.60%

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

 

Week ending 26th June 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

250 386 99 1 736  

New & Logged in Helpdesk System

250 94 9 1 354  

Assigned (Work not Started)

80 12 1 2 93 26.27%

Work In Progress

1 1 1 0 3 0.85%

Pending (Waiting on More Info)

68 22 1 1 92 25.99%

Resolved/Closed

101 59 6 0 166 46.89%

New & Logged by %

70.62% 26.55% 2.54% 0.28%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

 386

Average Queue Time

  05:14 mins

Maximum Queue Time

  42:34 mins

% Calls Answered Within Service Target*

  84.94%

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

 

Week ending 19th June 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

201
390
83
3
677
 

New & Logged in Helpdesk System

201
96
8
3
308
 

Assigned (Work not Started)

46
9
0
1
56
18.18%

Work In Progress

4
2
0
0
6
1.95%

Pending (Waiting on More Info)

86
26
4
1
117
37.99%

Resolved/Closed

65
59
4
1
129
41.88%

New & Logged by %

65.26%
31.17%
2.60%
0.97%

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  390

Average Queue Time

  03:43 mins

Maximum Queue Time

 14:08 mins

% Calls Answered Within Service Target*

  85.64%

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

Week ending 12th June 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

215 312 75 10 612  

New & Logged in Helpdesk System

215 76 9 10 310  

Assigned (Work not Started)

63 13 0 1 77 24.84%

Work In Progress

6 3 0 0 9 2.90%

Pending (Waiting on More Info)

77 17 3 7 104 33.55%

Resolved/Closed

69 43 6 2 120 38.71%

New & Logged by %

69.35% 24.52% 2.90% 3.23%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  312

Average Queue Time

  04:40 mins

Maximum Queue Time

  19:38 mins

% Calls Answered Within Service Target*

  83.33%

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

 

Week ending 5th June 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

191 376 116 3 686  

New & Logged in Helpdesk System

191 89 11 3 294  

Assigned (Work not Started)

40 10 1 0 51 17.35%

Work In Progress

2 2 0 0 4 1.36%

Pending (Waiting on More Info)

57 18 0 3 78 26.53%

Resolved/Closed

92 59 10 0 161 54.76%

New & Logged by %

64.97% 30.27% 3.74% 1.02%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  376

Average Queue Time

  04:55 mins

Maximum Queue Time

  30:29 mins

% Calls Answered Within Service Target*

  82.18%

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

 

Week ending 29th May 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

216 339 87 4 646  

New & Logged in Helpdesk System

216 66 8 4 294  

Assigned (Work not Started)

57 9 3 2 71 24.15%

Work In Progress

1 16 0 0 17 5.78%

Pending (Waiting on More Info)

68 0 1 1 70 23.81%

Resolved/Closed

90 41 4 1 136 46.26%

New & Logged by %

73.47% 22.45% 2.72% 1.36%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  339

Average Queue Time

  04:13 mins

Maximum Queue Time

  16:24 mins

% Calls Answered Within Service Target*

  85.55%

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

Week ending 22nd May 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

179 329 104 3 615  

New & Logged in Helpdesk System

179 94 4 3 280  

Assigned (Work not Started)

54 12 1 1 68 24.29%

Work In Progress

3 1 0 0 4 1.43%

Pending (Waiting on More Info)

48 23 0 1 72 25.71%

Resolved/Closed

74 58 3 1 136 48.57%

New & Logged by %

63.93%
33.57% 1.43% 1.07%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

329

Average Queue Time

04:10 mins

Maximum Queue Time

27:46:00 mins

% Calls Answered Within Service Target*

84.50%

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

 

Week ending 15th May 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

250 420 151 3 824  

New & Logged in Helpdesk System

250 112 18 3 383  

Assigned (Work not Started)

54 9 0 2 65 16.97%

Work In Progress

6 4 1 0 11 2.87%

Pending (Waiting on More Info)

93 19 5 0 117 30.55%

Resolved/Closed

97 80 12 1 190 49.61%

New & Logged by %

65.27% 29.24% 4.70% 0.78%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  420

Average Queue Time

  05:13 mins

Maximum Queue Time

  35:15 mins

% Calls Answered Within Service Target*

  80.24%

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

 

Week ending 8th May 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

200 0 139 8 347  

New & Logged in Helpdesk System

200 90 11 8 309  

Assigned (Work not Started)

39 12 0 0 51 16.50%

Work In Progress

4 7 0 0 11 3.56%

Pending (Waiting on More Info)

78 29 1 5 113 36.57%

Resolved/Closed

79 62 10 3 154 49.84%

New & Logged by %

64.72% 29.13% 3.56% 2.59%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

0

Average Queue Time

0

Maximum Queue Time

0

% Calls Answered Within Service Target*

0%

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

Note: Helpdesk phone statistics unavailable this week.

Week ending 1st May 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

192 340 179 1 712  

New & Logged in Helpdesk System

192 87 10 1 290  

Assigned (Work not Started)

82 13 0 0 95 32.76%

Work In Progress

3 1 0 0 4 1.38%

Pending (Waiting on More Info)

38 18 1 1 58 20.00%

Resolved/Closed

69 55 9 0 133 45.86%

New & Logged by %

66.21% 30.00 3.45% 0.34%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

310

Average Queue Time

05:15 mins

Maximum Queue Time

25:04 mins

% Calls Answered Within Service Target*

76:03%

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

Week ending 24th April 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

239 310 173 2 724  

New & Logged in Helpdesk System

239 79 11 2 331  

Assigned (Work not Started)

108 9 2 2 121 36.56%

Work In Progress

4 1 0 0 5 1.51%

Pending (Waiting on More Info)

57 14 0 0 71 21.45%

Resolved/Closed

70 55 9 0 134 40.48%

New & Logged by %

72.21% 23.87% 3.32% 0.60%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

310

Average Queue Time

05:04 mins

Maximum Queue Time

29:08:00 mins

% Calls Answered Within Service Target*

74:84%

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

 

Week ending 17th April 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

251 479 201 2 933  

New & Logged in Helpdesk System

251
86
11 2 350  

Assigned (Work not Started)

37
10 2 0 49
14.00%

Work In Progress

0
6 0 0 6 1.71%

Pending (Waiting on More Info)

101
16 0 1 118 33.71%

Resolved/Closed

113
54 9 1 177 50.57%

New & Logged by %

71.71% 24.57% 3.14% 0.57%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

479

Average Queue Time

05:58 mins

Maximum Queue Time

28:40:00 mins

% Calls Answered Within Service Target*

77:24%

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

 

Week ending 10th April 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

249 438 274 9 970  

New & Logged in Helpdesk System

249
122
21
9
401
 

Assigned (Work not Started)

113 19 6 4
142
35.41%

Work In Progress

0 3 0 0
3
0.75%

Pending (Waiting on More Info)

56 19 2 3
80
19.95%

Resolved/Closed

80 81 13 2
176
43.89%

New & Logged by %

62.09% 30.42% 5.24% 2.24%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

  
438

Average Queue Time

  04:30 mins

Maximum Queue Time

  20:32 mins

% Calls Answered Within Service Target*

  81.05%

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

 

Week ending 3rd April 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

244 442 222 5 913  

New & Logged in Helpdesk System

244 90 12 5 351  

Assigned (Work not Started)

103 16 4 2 125 35.61%

Work In Progress

2 3 0 0 5 1.42%

Pending (Waiting on More Info)

62 20 1 3 86 24.50%

Resolved/Closed

77 51 7 0 135 38.46%

New & Logged by %

69.52% 25.64% 3.42% 1.42%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  442

Average Queue Time

  07:29 mins

Maximum Queue Time

  24:47 mins

% Calls Answered Within Service Target*

  79.86%

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

 

Week ending 27th March 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

267 503 220 3 993  

New & Logged in Helpdesk System

267
118
2
3
390
 

Assigned (Work not Started)

71 18 0 0
89
22.82%

Work In Progress

3 10 0 0
13
3.33%

Pending (Waiting on More Info)

77 30 0 1
108
27.69%

Resolved/Closed

116 60 2 2
180
46.15%

New & Logged by %

68.46%
30.26%
0.51%
0.77%
   

Telephone Calls to the Helpdesk Service

Total Number of Calls

503

Average Queue Time

04:34 mins

Maximum Queue Time

15:11:00 mins

% Calls Answered Within Service Target*

80.72%

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

 

Week ending 20th March 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

183 301 137 4 625  

New & Logged in Helpdesk System

183 71 16 4 274  

Assigned (Work not Started)

89 13 4 1 107 39.05%

Work In Progress

2 2 1 0 5 1.82%

Pending (Waiting on More Info)

23 22 3 0 48 17.52%

Resolved/Closed

69 34 8 3 114 41.61%

New & Logged by %

66.79% 25.91% 5.84% 1.46%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  301

Average Queue Time

  06:52 mins

Maximum Queue Time

  21:52 mins

% Calls Answered Within Service Target*

  69.77%

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

 

Week ending 13th March 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

232 445 213 3
893
 

New & Logged in Helpdesk System

232
115
13
3
363
 

Assigned (Work not Started)

42 19 1 0
62
17.08%

Work In Progress

7 1 0 0
8
2.20%

Pending (Waiting on More Info)

82 27 2 1
112
30.85%

Resolved/Closed

101 68 10 2
181
49.86%

New & Logged by %

63.91% 31.68% 3.58% 0.83%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

  445

Average Queue Time

 4:26 mins

Maximum Queue Time

 18:49 mins

% Calls Answered Within Service Target*

 81.35%

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

Week ending 6th March 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

224 403 152 9 788  

New & Logged in Helpdesk System

224 92 8 9 333  

Assigned (Work not Started)

90 16 1 5 112 33.63%

Work In Progress

4 2 0 0 6 1.80%

Pending (Waiting on More Info)

65 19 2 3 89 26.73%

Resolved/Closed

65 55 5 1 126 37.84%

New & Logged by %

67.27% 27.63% 2.40% 2.7%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  403

Average Queue Time

 4:13 mins

Maximum Queue Time

 25:01 mins

% Calls Answered Within Service Target*

 85.86%

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

Week ending 27th February 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

237 476 223 7 943  

New & Logged in Helpdesk System

237
113
18
7
375
 

Assigned (Work not Started)

42 8 2 0
52
     13.87%

Work In Progress

3 2 0 0
5
1.33%

Pending (Waiting on More Info)

77 24 0 4
105
28.00%

Resolved/Closed

115 81 16 3
215
57.33%

New & Logged by %

63.20% 30.13% 4.80% 1.87%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

476

Average Queue Time

04:35 mins

Maximum Queue Time

19:46:00 mins

% Calls Answered Within Service Target*

82.35%

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

 

Week ending 20th February 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

241 487 209 7 944  

New & Logged in Helpdesk System

241 117 24 7 389  

Assigned (Work not Started)

77 17 4 1 99 25.45%

Work In Progress

7 3 0 0 10 2.57%

Pending (Waiting on More Info)

63 30 4 3 100 25.71%

Resolved/Closed

94 67 16 3 180 46.27%

New & Logged by %

61.95% 30.08% 6.17% 1.80%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

  487

Average Queue Time

   03:13 mins

Maximum Queue Time

   12:14 mins

% Calls Answered Within Service Target*

  85.22%

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

Week ending 13th February 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

271 554 235 10 1070  

New & Logged in Helpdesk System

271
132
19
10
432
 

Assigned (Work not Started)

98 25 3 2
128
29.63%

Work In Progress

4 2 0 0
6
1.39%

Pending (Waiting on More Info)

74 29 1 1
105
24.31%

Resolved/Closed

95 76 15 7
193
44.68%

New & Logged by %

62.73%
30.56%
4.40%
2.31%
   

Telephone Calls to the Helpdesk Service

Total Number of Calls

   554

Average Queue Time

   6:24 mins

Maximum Queue Time

   33:10 mins

% Calls Answered Within Service Target*

   72.38%

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

 

Week ending 6th February 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

231 560 235 13 1039  

New & Logged in Helpdesk System

231 133 21 13 398  

Assigned (Work not Started)

67 16 10 4 97 24.37%

Work In Progress

4 2 0 0 6 1.51%

Pending (Waiting on More Info)

72 31 2 4 109 27.39%

Resolved/Closed

88 84 9 5 186 46.73%

New & Logged by %

58.04% 33.42% 5.28% 3.27%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

   560

Average Queue Time

   05:13 mins

Maximum Queue Time

   18:54 mins

% Calls Answered Within Service Target*

   79.11%

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

Week ending 30th January 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

271 520 277 10 1078  

New & Logged in Helpdesk System

271
122
17
10
420
 

Assigned (Work not Started)

57 21 2 1
81
19.29%

Work In Progress

3 4 0 1
8
1.90%

Pending (Waiting on More Info)

94 22 2 3
121
28.81%

Resolved/Closed

117 75 13 5
210
50.00%

New & Logged by %

64.52%
29.05%
4.05%
2.38%
   

Telephone Calls to the Helpdesk Service

Total Number of Calls

520

Average Queue Time

07:46 mins

Maximum Queue Time

27:19 mins

% Calls Answered Within Service Target*

75:58%

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

Week ending 23rd January 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

333 514 374 12 1235  

New & Logged in Helpdesk System

333 131 25 12 501  

Assigned (Work not Started)

103 14 2 2 121 24.15%

Work In Progress

4 1 0 0 5 1%

Pending (Waiting on More Info)

111 40 2 4 157 31.34%

Resolved/Closed

115 76 21 6 218 43.51%

New & Logged by %

66.47% 26.15% 4.99% 2.4%    

 

Telephone Calls to the Helpdesk Service

Total Number of Calls

   516

Average Queue Time

  06:17 mins

Maximum Queue Time

  32:45 mins

% Calls Answered Within Service Target*

  76.94%

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

 

Week ending 16th January 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

280 451 146 9 886  

New & Logged in Helpdesk System

280
114
9
9
412
 

Assigned (Work not Started)

96
9
1
2
108
26.21%

Work In Progress

8 2 0 1
11
2.67%

Pending (Waiting on More Info)

63 15 1 0
79
19.17%

Resolved/Closed

113 88 7 6
214
51.94%

New & Logged by %

67.96%
27.67%
2.18%
2.18%
   

Telephone Calls to the Helpdesk Service

Total Number of Calls

 451

Average Queue Time

5:35 mins

Maximum Queue Time

29:28 mins

% Calls Answered Within Service Target*

78.05%

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

 

Week ending 9th January 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

211 323 130 5 669  

New & Logged in Helpdesk System

211 63 8 5 287  

Assigned (Work not Started)

82 10 0 2 94 32.75%

Work In Progress

1 2 0 0 3 1.05%

Pending (Waiting on More Info)

60 9 2 3 74 25.78%

Resolved/Closed

68 42 6 0 116 40.42%

New & Logged by %

73.52% 21.95% 2.79% 1.74%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

  323

Average Queue Time

  03:46 mins

Maximum Queue Time

  14:30 mins

% Calls Answered Within Service Target*

  88.85%

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

Week ending 26th December 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

128 222 33 2 385  

New & Logged in Helpdesk System

128 59 5 2 194  

Assigned (Work not Started)

25 12 0 1 38 19.59%

Work In Progress

2 1 0 0 3 1.55%

Pending (Waiting on More Info)

9 4 0 0 13 6.70%

Resolved/Closed

92 42 5 1 140 72.16%

New & Logged by %

65.38% 28.40% 4.73% 1.48%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

128

Average Queue Time

 02:21 mins

Maximum Queue Time

 15:32 mins

% Calls Answered Within Service Target*

 93.69%

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

 

Week ending 19th December 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

221 429 210 5 865  

New & Logged in Helpdesk System

221 96 16 5 338  

Assigned (Work not Started)

96 21 1 5 123 36.39%

Work In Progress

2 0 0 0 2 0.59%

Pending (Waiting on More Info)

58 17 2 0 77 22.78%

Resolved/Closed

65 59 13 0 137 40.53%

New & Logged by %

65.38% 28.40% 4.73% 1.48%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

429

Average Queue Time

 06:06 mins

Maximum Queue Time

 33:12 mins

% Calls Answered Within Service Target*

 77.16%

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

 

Week ending 12th December 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

334 490 216 9 1049  

New & Logged in Helpdesk System

334 142 28 9 513  

Assigned (Work not Started)

190 32 4 3 229 44.64%

Work In Progress

4 0 1 0 5 0.97%

Pending (Waiting on More Info)

52 29 1 5 87 16.96%

Resolved/Closed

88 81 22 1 192 37.43%

New & Logged by %

67.53% 24.23% 6.70% 1.55%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

490

Average Queue Time

 06:03 mins

Maximum Queue Time

 26:57 mins

% Calls Answered Within Service Target*

 75.10%

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

Week ending 5th December 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

262 381 143 6 792  

New & Logged in Helpdesk System

262 94 26 6 387  

Assigned (Work not Started)

49 19 1 2 71 18.35%

Work In Progress

8 1 0 0 9 2.33%

Pending (Waiting on More Info)

96 20 2 2 120 31.01%

Resolved/Closed

108 54 23 2 187 48.32%

New & Logged by %

67.44% 24.29% 6.72% 1.55%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 381

Average Queue Time

 04:29 mins

Maximum Queue Time

 39:46 mins

% Calls Answered Within Service Target*

 85.04%

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

 

Week ending 28th November 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

475 566 320 15 1376  

New & Logged in Helpdesk System

475 136 13 15 639  

Assigned (Work not Started)

140 34 0 7 181 28.33%

Work In Progress

5 1 0 0 6 0.94%

Pending (Waiting on More Info)

79 33 0 4 116 18.15%

Resolved/Closed

251 68 13 4 336 52.58%

New & Logged by %

74.33% 21.28% 2.03% 2.35%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 566

Average Queue Time

 05:53 mins

Maximum Queue Time

 22:50 mins

% Calls Answered Within Service Target*

 75.97%

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

Week ending 21st November 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

289 594 361 9 1253  

New & Logged in Helpdesk System

289 150 16 9 464  

Assigned (Work not Started)

127 39 5 2 173 37.28%

Work In Progress

7 3 0 0 10 2.16%

Pending (Waiting on More Info)

74 29 0 2 105 22.63%

Resolved/Closed

81 79 11 5 176 37.93%

New & Logged by %

62.28% 32.33% 3.45% 1.94%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 594

Average Queue Time

 11:45 mins

Maximum Queue Time

 33:33 mins

% Calls Answered Within Service Target*

 68.35%

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

Week ending 14th November 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

278 611 244 10 1143  

New & Logged in Helpdesk System

278 126 28 10 442  

Assigned (Work not Started)

108 15 6 2 131 29.64%

Work In Progress

5 3 0 1 9 2.04%

Pending (Waiting on More Info)

81 33 2 6 122 27.60%

Resolved/Closed

84 75 20 1 180 40.72%

New & Logged by %

62.90% 28.51% 6.33% 2.26%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 611

Average Queue Time

 09:20 mins

Maximum Queue Time

 35:33 mins

% Calls Answered Within Service Target*

 71.52%

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

 

Week ending 7th November 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

376 699 330 16 1421  

New & Logged in Helpdesk System

376 147 29 16 568  

Assigned (Work not Started)

242 24 6 16 288 50.70%

Work In Progress

0 1 1 0 2 0.35%

Pending (Waiting on More Info)

53 30 1 0 84 14.79%

Resolved/Closed

81 92 21 0 194 34.15%

New & Logged by %

66.20% 25.88% 5.10% 2.82%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

699

Average Queue Time

6:41  mins

Maximum Queue Time

25:28  mins

% Calls Answered Within Service Target*

72.94 %

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

Week ending 31st October 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

346 665 311 11 1333  

New & Logged in Helpdesk System

346 130 24 11 511  

Assigned (Work not Started)

199 26 1 9 235 45.99%

Work In Progress

3 1 0 0 4 0.78%

Pending (Waiting on More Info)

57 34 1 0 92 18%

Resolved/Closed

87 69 22 2 180 25.23%

New & Logged by %

67.71% 25.44% 4.7% 2.15%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 665

Average Queue Time

22:02  mins

Maximum Queue Time

61:34  mins

% Calls Answered Within Service Target*

58.35 %

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

 

Week ending 24th October 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

407 699 414 12 1532  

New & Logged in Helpdesk System

407 165 16 12 600  

Assigned (Work not Started)

82 33 9 2 126 21%

Work In Progress

12 1 0 1 14 2.33%

Pending (Waiting on More Info)

165 36 0 4 205 34.16%

Resolved/Closed

148 94 7 5 254 42.33%

New & Logged by %

67.83% 27.5% 2.66% 2%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

  699

Average Queue Time

  7:46 mins

Maximum Queue Time

  39:33 mins

% Calls Answered Within Service Target*

  62.86%

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

Week ending 17th October 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

434 734 818 17 2003  

New & Logged in Helpdesk System

434 174 93 17 718  

Assigned (Work not Started)

108 37 24 4 5 24.09%

Work In Progress

3 2 0 0 5 0.70%

Pending (Waiting on More Info)

164 44 7 7 222 30.92%

Resolved/Closed

159 92 62 6 318 44.29%

New & Logged by %

60.45% 24.23% 12.95% 2.37%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

 734

Average Queue Time

 05:34 mins

Maximum Queue Time

 28:12  mins

% Calls Answered Within Service Target*

 73.02%

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

 

Week ending 10th October 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

525 761 821 16 2123  

New & Logged in Helpdesk System

525 201 89 16 831  

Assigned (Work not Started)

151 21 12 1 185 22.26%

Work In Progress

5 4 0 0 9 1.30%

Pending (Waiting on More Info)

190 43 5 9 296 35.62%

Resolved/Closed

179 133 72 6 390 46.93%

New & Logged by %

63.18% 24.19% 10.71% 1.92%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

761

Average Queue Time

  7:46 mins

Maximum Queue Time

  39:33 mins

% Calls Answered Within Service Target*

62.86%

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

 

Week ending 3rd October 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

479 671 1170 21 2341  

New & Logged in Helpdesk System

479 239 65 21 804  

Assigned (Work not Started)

158 44 23 8 233 28.98%

Work In Progress

3 5 0 0 8 1.00%

Pending (Waiting on More Info)

167 59 23 6 235 29.22%

Resolved/Closed

151 131 39 7 328 40.80%

New & Logged by %

59.58% 29.72% 8.08% 2.61%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

  671

Average Queue Time

  8:59 mins

Maximum Queue Time

  27:34 mins

% Calls Answered Within Service Target*

  77.65%

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

 

Week ending 24th September 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

496 691 686 5 1878  

New & Logged in Helpdesk System

496 200 118 5 819  

Assigned (Work not Started)

144 25 11 2 182 22.22%

Work In Progress

5 3 5 0 13 1.59%

Pending (Waiting on More Info)

140 43 7 1 191 23.32%

Resolved/Closed

207 129 95 2 433 52.87%

New & Logged by %

60.56% 24.42% 14.41% 0.61%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

691

Average Queue Time

7:11 mins

Maximum Queue Time

28:52 mins

% Calls Answered Within Service Target*

69.61%

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

 

Week ending 17th September 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

309 638 293 8 1248  

New & Logged in Helpdesk System

309 194 81 8 592  

Assigned (Work not Started)

31 27 6 0 64 10.81%

Work In Progress

3 2 0 0 5 0.84%

Pending (Waiting on More Info)

92 33 3 2 130 21.96%

Resolved/Closed

183 132 72 6 390 65.88%

New & Logged by %

52.20% 32.77% 13.68% 1.35%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

638

Average Queue Time

4:38

Maximum Queue Time

21:29

% Calls Answered Within Service Target*

78.53%

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

 

Week ending 10th September 2010

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

324 631 168 7 1130  

New & Logged in Helpdesk System

324 140 23 7 494  

Assigned (Work not Started)

83 19 3 2 107 21.66%

Work In Progress

4 3 0 0 7 1.42%

Pending (Waiting on More Info)

105 26 2 2 135 27.33%

Resolved/Closed

132 92 18 3 245 49.59%

New & Logged by %

65.59% 28.34% 4.65% 1.41%    

Telephone Calls to the Helpdesk Service

Total Number of Calls

631

Average Queue Time

6:00

Maximum Queue Time

29:53

% Calls Answered Within Service Target*

72:42

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