IS Services Helpdesk Statistics 2011-2012

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

Summary for Academic Year 2011-2012

Phone Calls (896 2000) 20064
Emails (itservicedesk@tcd.ie) 14725
Walk-In (Áras an Phiarsaigh) 11883
Web Submissions (http://helpdesk.tcd.ie) 370
Total 47042

 


 

Monthly Summaries

August 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1438
1665
601
28
3732
New & Logged in Helpdesk System
1438
658
32
28
2156
Resolved/Closed
466
408
20
11
905
Avg Closure Within 1 Week (%)
41.98

August Telephone Calls to the Helpdesk Service

Total Number of Calls 1665
Average Queue Time 4:34
Average Maximum Queue Time 23:01
% Calls Answered Within Service Target* 79.41%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

July 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
902
1374
398
17
2691
New & Logged in Helpdesk System
902
471
34
17
1424
Resolved/Closed
399
284
29
11
723
Avg Closure Within 1 Week (%)
50.77

July Telephone Calls to the Helpdesk Service

Total Number of Calls 1374
Average Queue Time 5:21
Average Maximum Queue Time 23:59
% Calls Answered Within Service Target* 79.41%
*Service Target = 75% of all incoming calls answered within 15 minutes

June 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
955
1371
407
25
2758
New & Logged in Helpdesk System
955
603
36
25
1619
Resolved/Closed 279 332 26 4 641
Avg Closure Within 1 Week (%) 39.59

June Telephone Calls to the Helpdesk Service

Total Number of Calls 1371
Average Queue Time 7:54
Average Maximum Queue Time 28:37
% Calls Answered Within Service Target* 69.78%
*Service Target = 75% of all incoming calls answered within 15 minutes

May 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1260
1606
578
36
3480
New & Logged in Helpdesk System
1260
643
50
36
1989
Resolved/Closed 422 382 32 15 851
Avg Closure Within 1 Week (%) 42.79

May Telephone Calls to the Helpdesk Service

Total Number of Calls 1260
Average Queue Time 6:04
Average Maximum Queue Time 21:21
% Calls Answered Within Service Target* 80.54%
*Service Target = 75% of all incoming calls answered within 15 minutes

April 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1179
1234
731
26
3170
New & Logged in Helpdesk System
1179
489
38
26
1732
Resolved/Closed
402
315
25
8
750
Avg Closure Within 1 Week (%)        
43.30

April Telephone Calls to the Helpdesk Service

Total Number of Calls 1234
Average Queue Time 5:37
Average Maximum Queue Time 23:56
% Calls Answered Within Service Target* 79.11%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

March 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1135
1406
783
40
3364
New & Logged in Helpdesk System
1135
575
45
40
1795
Resolved/Closed
334
360
27
10
731
Avg Closure Within 1 Week (%)        
40.72

March Telephone Calls to the Helpdesk Service

Total Number of Calls 1135
Average Queue Time 5:53
Average Maximum Queue Time 27:37
% Calls Answered Within Service Target* 73.50%
*Service Target = 75% of all incoming calls answered within 15 minutes

February 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1070
1333
718
8
3129
New & Logged in Helpdesk System
1070
574
36
8
1688
Resolved/Closed 371 365 28 4 768
Avg Closure Within 1 Week (%) 45.50

February Telephone Calls to the Helpdesk Service

Total Number of Calls 1333
Average Queue Time 5:12
Average Maximum Queue Time 24:15
% Calls Answered Within Service Target* 80.71%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

January 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1489
1915
1213
35
4652
New & Logged in Helpdesk System
1489
814
70
35
2408
Resolved/Closed
497
487
46
6
1036
Avg Closure Within 1 Week (%)        
43.02%

January Telephone Calls to the Helpdesk Service

Total Number of Calls 1915
Average Queue Time 6:21
Average Maximum Queue Time 28:38
% Calls Answered Within Service Target* 75.27%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

December 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
665
955
528
11
2159
New & Logged in Helpdesk System
665
384
38
11
1098
Resolved/Closed
274
262
29
4
569
Avg Closure Within 1 Week (%)         51.82%

December Telephone Calls to the Helpdesk Service

Total Number of Calls 955
Average Queue Time 4:46
Average Maximum Queue Time 24:03
% Calls Answered Within Service Target* 80.27%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

November 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers

1917

2137

1389

46

5489

New & Logged in Helpdesk System
1917
781
64
46
2808
Resolved/Closed
701
521
39
14
1275
Avg Closure Within 1 Week (%)
45.41%

November Telephone Calls to the Helpdesk Service

Total Number of Calls 2137
Average Queue Time 8:55
Average Maximum Queue Time 27:24
% Calls Answered Within Service Target* 66.66%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

October 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1664
2647
2330
65
6706
New & Logged in Helpdesk System
1664
699
176
65
2604
Resolved/Closed
464
399
103
22
988
Avg Closure Within 1 Week (%)
37.94%

October Telephone Calls to the Helpdesk Service

Total Number of Calls 2647
Average Queue Time 4:54
Average Maximum Queue Time 22:49
% Calls Answered Within Service Target* 66.26%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

September 2011

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
     1667
3111
2529
43
7350
New & Logged in Helpdesk System
1667
709
129
43
2548
Resolved/Closed
484
420
72
19
995
Avg Closure Within 1 Week (%)
39.05%

September Telephone Calls to the Helpdesk Service

Total Number of Calls 3111
Average Queue Time 6:44
Average Maximum Queue Time 30:10
% Calls Answered Within Service Target* 70.45%
*Service Target = 75% of all incoming calls answered within 15 minutes

 


Weekly Statistics

Week ending 2nd September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 341 281 177 2 801  
New & Logged in Helpdesk System 341 133 6 2 482  
Assigned (Work not Started) 118 11 1 2 132 27.39
Work In Progress 5 1 0 0 6 1.24
Pending (Waiting on More Info) 124 30 1 0 155 32.16
Resolved/Closed 72 91 4 0 167 34.65
New & Logged by % 70.75 27.59 1.24 0.41  

Telephone Calls to the Helpdesk Service

Total Number of Calls 281
Average Queue Time 05:19
Maximum Queue Time 22:38
% Calls Answered Within Service Target* 77.05
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

 

 

 

 

 

 

 

 

 

 

 

Week ending 26th August 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 275 409 145 8 837  
New & Logged in Helpdesk System 275 160 5 8 448  
Assigned (Work not Started) 97 29 1 2 129 28.79
Work In Progress 7 1 0 0 8 1.79
Pending (Waiting on More Info) 105 35 0 1 141 31.47
Resolved/Closed 65 95 4 5 169 37.72
New & Logged by % 61.38 35.71 1.12 1.79  

Telephone Calls to the Helpdesk Service

Total Number of Calls 409
Average Queue Time 07:13:00
Maximum Queue Time 36:07:00
% Calls Answered Within Service Target* 76.60%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 19th August 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 297 354 110 8 769  
New & Logged in Helpdesk System 297 114 8 8 427  
Assigned (Work not Started) 80 17 1 2 100 23.42
Work In Progress 2 0 0 0 2 0.47
Pending (Waiting on More Info) 105 29 1 2 137 32.08
Resolved/Closed 110 68 0 4 182 42.62
New & Logged by % 69.56 26.70 1.87 1.87  

Telephone Calls to the Helpdesk Service

Total Number of Calls 354
Average Queue Time 04:35:00
Maximum Queue Time 18:54:00
% Calls Answered Within Service Target* 76.82%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th August 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 204 289 75 3 571  
New & Logged in Helpdesk System 204 99 5 3 311  
Assigned (Work not Started) 75 14 0 1 90 28.94
Work In Progress 0 1 0 0 1 0.32
Pending (Waiting on More Info) 59 28 0 2 89 28.62
Resolved/Closed 70 56 5 0 131 42.12
New & Logged by % 65.59 31.83 1.61 0.96  

Telephone Calls to the Helpdesk Service

Total Number of Calls 289
Average Queue Time 00:05:30
Maximum Queue Time 0:21:13
% Calls Answered Within Service Target* 81.09%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 5th August 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
321
332
94
7
754
 
New & Logged in Helpdesk System
321
152
8
7
488
 
Assigned (Work not Started)
97
22
0
3
122
25.00
Work In Progress
1
1
0
0
2
0.41
Pending (Waiting on More Info)
74
31
1
2
108
22.13
Resolved/Closed
149
98
7
2
256
52.46
New & Logged by %
65.78
31.15
1.64
1.43
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 332
Average Queue Time 00:17
Maximum Queue Time 16:13
% Calls Answered Within Service Target* 58.11%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 29th July 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
215
319
94
3
631
 
New & Logged in Helpdesk System
215
132
10
3
360
 
Assigned (Work not Started)
66
17
0
0
83
23.06
Work In Progress
5
6
0
0
11
3.06
Pending (Waiting on More Info)
76
37
0
2
115
31.94
Resolved/Closed
68
72
10
1
151
41.94
New & Logged by %
59.72
36.67
2.78
0.83
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 319
Average Queue Time 06:05
Maximum Queue Time 24:53
% Calls Answered Within Service Target* 75.74%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22th July 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
254
344
97
8
703
 
New & Logged in Helpdesk System
254
119
12
8
393
 
Assigned (Work not Started)
64
22
1
0
87
22.14
Work In Progress
5
0
0
0
5
1.27
Pending (Waiting on More Info)
93
32
4
3
132
33.59
Resolved/Closed
92
65
7
5
169
43.00
New & Logged by %
64.63
30.28
3.05
2.04
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 344
Average Queue Time 4:07
Maximum Queue Time 20:28
% Calls Answered Within Service Target* 81.58%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th July 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
265
356
93
2
716
 
New & Logged in Helpdesk System
265
127
0
2
394
 
Assigned (Work not Started)
92
23
0
0
115
29.19
Work In Progress
1
4
0
0
5
1.27
Pending (Waiting on More Info)
91
46
0
1
138
35.03
Resolved/Closed
81
54
0
1
136
34.52
New & Logged by %
67.26
32.23
0.00
0.51
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 356
Average Queue Time 05:43
Maximum Queue Time 26:36
% Calls Answered Within Service Target* 77.49%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th July 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
168
355
114
4
641
 
New & Logged in Helpdesk System
168
93
12
4
277
 
Assigned (Work not Started)
8
0
0
0
8
2.89
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
2
0
0
0
2
0.72
Resolved/Closed
158
93
12
4
267
96.39
New & Logged by %
60.65
33.57
4.33
1.44
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 355
Average Queue Time 05:31
Maximum Queue Time 29.52
% Calls Answered Within Service Target* 82.82%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 1st July 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
224
296
106
6
632
 
New & Logged in Helpdesk System
224
120
8
6
358
 
Assigned (Work not Started)
83
18
3
2
106
29.61
Work In Progress
5
0
0
0
5
1.40
Pending (Waiting on More Info)
71
25
2
2
100
27.93
Resolved/Closed
65
77
3
2
147
41.06
New & Logged by %
62.57
33.52
2.23
1.68
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 296
Average Queue Time 04:30
Maximum Queue Time 18:59
% Calls Answered Within Service Target* 81.51%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 24th June 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
213
373
107
3
696
 
New & Logged in Helpdesk System
213
166
11
3
393
 
Assigned (Work not Started)
60
40
1
0
101
25.70
Work In Progress
2
0
0
1
3
0.76
Pending (Waiting on More Info)
90
44
0
1
135
34.35
Resolved/Closed
61
82
10
1
154
39.19
New & Logged by %
54.20
42.24
2.80
0.76
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 373
Average Queue Time 07:29
Maximum Queue Time 34:11
% Calls Answered Within Service Target* 71.96%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th June 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
291
415
110
9
825
 
New & Logged in Helpdesk System
291
195
13
9
508
 
Assigned (Work not Started)
93
29
0
4
126
24.80
Work In Progress
5
2
0
0
7
1.38
Pending (Waiting on More Info)
110
54
3
4
171
33.66
Resolved/Closed
83
110
10
1
204
40.16
New & Logged by %
57.28
38.39
2.56
1.77
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 415
Average Queue Time 11:25
Maximum Queue Time 31:52
% Calls Answered Within Service Target* 59.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th June 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
227
287
84
7
605
 
New & Logged in Helpdesk System
227
122
4
7
360
 
Assigned (Work not Started)
81
34
0
2
117
32.50
Work In Progress
11
0
0
0
11
3.06
Pending (Waiting on More Info)
65
25
1
5
96
26.67
Resolved/Closed
70
63
3
0
136
37.78
New & Logged by %
63.06
33.89
1.11
1.94
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 287
Average Queue Time 8:14
Maximum Queue Time 29:26
% Calls Answered Within Service Target* 66.33%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3rd June 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
259
349
111
5
724
 
New & Logged in Helpdesk System
259
144
5
5
413
 
Assigned (Work not Started)
89
25
1
2
117
28.33
Work In Progress
10
1
0
0
11
2.66
Pending (Waiting on More Info)
84
35
2
1
122
29.54
Resolved/Closed
76
83
2
2
163
39.47
New & Logged by %
62.71
34.87
1.21
1.21
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 349
Average Queue Time 11:50
Maximum Queue Time 25:59
% Calls Answered Within Service Target* 72.87%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th May 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
238
333
72
5
648
 
New & Logged in Helpdesk System
238
145
7
5
395
 
Assigned (Work not Started)
74
16
2
1
93
23.54
Work In Progress
10
2
0
1
13
3.29
Pending (Waiting on More Info)
84
44
1
1
130
32.91
Resolved/Closed
70
83
4
2
159
40.25
New & Logged by %
60.25
36.71
1.77
1.27
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 333
Average Queue Time 05:04
Maximum Queue Time 25:12
% Calls Answered Within Service Target* 77.27%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 20th May 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
260
323
137
12
732
 
New & Logged in Helpdesk System
260
127
5
12
404
 
Assigned (Work not Started)
88
9
0
0
97
24.01
Work In Progress
2
2
0
1
5
1.24
Pending (Waiting on More Info)
89
36
2
5
132
32.67
Resolved/Closed
81
80
3
6
170
42.08
New & Logged by %
64.36
31.44
1.24
2.97
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 323
Average Queue Time 03:46
Maximum Queue Time 17:47
% Calls Answered Within Service Target* 84.29%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 13th May 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
217
260
111
6
594
 
New & Logged in Helpdesk System
217
97
15
6
335
 
Assigned (Work not Started)
78
12
2
1
93
27.76
Work In Progress
3
1
1
0
5
1.49
Pending (Waiting on More Info)
61
27
2
3
93
27.76
Resolved/Closed
75
57
10
2
144
42.99
New & Logged by %
64.78
28.96
4.48
1.79
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 260
Average Queue Time 05:04
Maximum Queue Time 19:17
% Calls Answered Within Service Target* 81.01%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th May 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
286
341
147
8
782
 
New & Logged in Helpdesk System
286
130
18
8
442
 
Assigned (Work not Started)
90
16
2
1
109
24.66
Work In Progress
1
2
0
0
3
0.68
Pending (Waiting on More Info)
75
33
3
4
115
26.02
Resolved/Closed
120
79
13
3
215
48.64
New & Logged by %
64.71
29.41
4.07
1.81
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 341
Average Queue Time 04:38
Maximum Queue Time 18:32
% Calls Answered Within Service Target* 87.27%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th April 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
377
379
164
2
922
 
New & Logged in Helpdesk System
377
154
11
2
544
 
Assigned (Work not Started)
107
16
1
0
124
22.79
Work In Progress
1
2
0
0
3
0.55
Pending (Waiting on More Info)
126
27
4
0
157
28.86
Resolved/Closed
143
109
6
2
260
47.79
New & Logged by %
69.30
28.31
2.02
0.37
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 379
Average Queue Time 05:33
Maximum Queue Time 24:04
% Calls Answered Within Service Target* 77.73%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd April 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
295
301
196
3
795
 
New & Logged in Helpdesk System
295
128
8
3
434
 
Assigned (Work not Started)
71
11
1
1
84
19.35
Work In Progress
3
2
0
0
5
1.15
Pending (Waiting on More Info)
131
41
0
1
173
39.86
Resolved/Closed
90
74
7
1
172
39.63
New & Logged by %
67.97
29.49
1.84
0.69
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 301
Average Queue Time 05:02
Maximum Queue Time 17:23
% Calls Answered Within Service Target* 83.71%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th April 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
248
273
188
13
722
 
New & Logged in Helpdesk System
248
126
13
13
400
 
Assigned (Work not Started)
79
13
1
4
97
24.25
Work In Progress
0
2
0
0
2
0.50
Pending (Waiting on More Info)
96
23
3
5
127
31.75
Resolved/Closed
73
88
9
4
174
43.50
New & Logged by %
62.00
31.50
3.25
3.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 273
Average Queue Time 07:50
Maximum Queue Time 33:05
% Calls Answered Within Service Target* 70.51%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th April 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 259 281 183 8 731  
New & Logged in Helpdesk System 259 81 6 8 354  
Assigned (Work not Started) 54 15 1 1 71 20.06
Work In Progress 0 1 0 0 1 0.28
Pending (Waiting on More Info) 109 21 2 6 138 38.98
Resolved/Closed 96 44 3 1 144 40.68
New & Logged by % 73.16 22.88 1.69 2.26
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 281
Average Queue Time 04:04
Maximum Queue Time 21:13:00
% Calls Answered Within Service Target* 84.50%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 1st April 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
303
386
242
10
941
 
New & Logged in Helpdesk System
303
143
15
10
471
 
Assigned (Work not Started)
124
15
3
6
148
31.42
Work In Progress
2
2
0
0
4
0.85
Pending (Waiting on More Info)
90
28
4
2
124
26.33
Resolved/Closed
87
98
8
2
195
41.40
New & Logged by %
64.33
30.36
3.18
2.12
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 386
Average Queue Time 05:07
Maximum Queue Time 35:28
% Calls Answered Within Service Target* 79.41%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th March 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
250
299
148
10
707
 
New & Logged in Helpdesk System
250
135
9
10
404
 
Assigned (Work not Started)
76
7
1
0
84
20.79
Work In Progress
3
2
0
0
5
1.24
Pending (Waiting on More Info)
114
39
3
6
162
40.10
Resolved/Closed
57
87
5
4
153
37.87
New & Logged by %
61.88
33.42
2.23
2.48
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 299
Average Queue Time 08:35
Maximum Queue Time 28:58
% Calls Answered Within Service Target* 56.80%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th March 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
296
365
201
11
873
 
New & Logged in Helpdesk System
296
163
10
11
480
 
Assigned (Work not Started)
96
19
4
2
121
25.21
Work In Progress
2
11
0
0
13
2.71
Pending (Waiting on More Info)
81
48
1
6
136
28.33
Resolved/Closed
117
85
5
3
210
43.75
New & Logged by %
61.67
33.96
2.08
2.29
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 365
Average Queue Time 05:22
Maximum Queue Time 24:26
% Calls Answered Within Service Target* 75.16%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th March 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
286
356
192
9
843
 
New & Logged in Helpdesk System
286
134
11
9
440
 
Assigned (Work not Started)
94
13
1
1
109
24.77
Work In Progress
5
3
0
0
8
1.82
Pending (Waiting on More Info)
114
28
1
7
150
34.09
Resolved/Closed
73
90
9
1
173
39.32
New & Logged by %
65.00
30.45
2.50
2.05
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 356
Average Queue Time 04:28
Maximum Queue Time 21:39
% Calls Answered Within Service Target* 82.63%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th March 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
291
301
139
2
733
 
New & Logged in Helpdesk System
291
129
7
2
429
 
Assigned (Work not Started)
98
9
2
1
110
25.64
Work In Progress
1
1
0
0
2
0.47
Pending (Waiting on More Info)
83
37
0
1
121
28.21
Resolved/Closed
109
82
5
0
196
45.69
New & Logged by %
67.83
30.07
1.63
0.47
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 301
Average Queue Time 04:14
Maximum Queue Time 16:55
% Calls Answered Within Service Target* 85.19%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th February 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
234
323
201
4
762
 
New & Logged in Helpdesk System
234
118
11
4
367
 
Assigned (Work not Started)
90
16
2
1
109
29.70
Work In Progress
4
1
0
0
5
1.36
Pending (Waiting on More Info)
67
25
0
0
92
25.07
Resolved/Closed
73
76
9
3
161
43.87
New & Logged by %
63.76
32.15
3.00
1.09
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 323
Average Queue Time 05:22
Maximum Queue Time 29:35
% Calls Answered Within Service Target* 82.51%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th February 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 251 336 170 1 758
 
New & Logged in Helpdesk System 251 169 5 1 426
 
Assigned (Work not Started) 54 8 2 0 64 15.02
Work In Progress 9 4 0 0 13 3.05
Pending (Waiting on More Info) 81 44 0 1 126 29.58
Resolved/Closed 107 113 3 0 223 52.35
New & Logged by % 58.92 39.67 1.17 0.23
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 336
Average Queue Time 07:00:00
Maximum Queue Time 34.15
% Calls Answered Within Service Target* 74.53%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th February 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
294
373
208
1
876
 
New & Logged in Helpdesk System
294
158
13
1
466
 
Assigned (Work not Started)
98
19
1
0
118
25.32
Work In Progress
2
4
0
0
6
1.29
Pending (Waiting on More Info)
112
41
1
0
154
33.05
Resolved/Closed
82
94
11
1
188
40.34
New & Logged by %
63.09
33.91
2.79
0.21
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 373
Average Queue Time
4:12
Maximum Queue Time
16:15
% Calls Answered Within Service Target*
80.61%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th February 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
340
420
228
12
1000
 
New & Logged in Helpdesk System
340
185
18
12
555
 
Assigned (Work not Started)
81
20
2
7
110
19.82
Work In Progress
5
1
0
0
6
1.08
Pending (Waiting on More Info)
122
50
2
3
177
31.89
Resolved/Closed
132
114
14
2
262
47.21
New & Logged by %
61.26
33.33
3.24
2.16
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 420
Average Queue Time
5:54
Maximum Queue Time
21:45
% Calls Answered Within Service Target*
75.67%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 29th January 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
318
374
269
6
967
 
New & Logged in Helpdesk System
318
161
16
6
501
 
Assigned (Work not Started)
85
20
0
1
106
21.16
Work In Progress
6
4
0
1
11
2.20
Pending (Waiting on More Info)
113
48
3
3
167
33.33
Resolved/Closed
114
89
13
1
217
43.31
New & Logged by %
63.47
32.14
3.19
1.20
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 374
Average Queue Time 06:06
Maximum Queue Time 31:08
% Calls Answered Within Service Target* 75.05%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd January 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
332
488
404
8
1232
 
New & Logged in Helpdesk System
332
218
24
8
582
 
Assigned (Work not Started)
100
33
6
1
140
24.05
Work In Progress
2
2
0
0
4
0.69
Pending (Waiting on More Info)
128
52
7
5
192
32.99
Resolved/Closed
102
131
11
2
246
42.27
New & Logged by %
57.04
37.46
4.12
1.37
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 488
Average Queue Time 10:03
Maximum Queue Time 32:06
% Calls Answered Within Service Target* 66.67%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th January 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
319
366
209
7
901
 
New & Logged in Helpdesk System
319
144
8
7
478
 
Assigned (Work not Started)
132
16
0
2
150
31.38
Work In Progress
5
0
0
0
5
1.05
Pending (Waiting on More Info)
98
39
3
4
144
30.13
Resolved/Closed
84
89
5
1
179
37.45
New & Logged by %
66.74
30.13
1.67
1.46
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 366
Average Queue Time 06:20
Maximum Queue Time 39:14
% Calls Answered Within Service Target* 72.05%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th January 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
180
267
103
2
552
 
New & Logged in Helpdesk System
180
106
4
2
292
 
Assigned (Work not Started)
56
12
0
1
69
23.63
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
59
30
1
1
91
31.16
Resolved/Closed
65
64
3
0
132
45.21
New & Logged by %
61.64
36.30
1.37
0.68
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 267
Average Queue Time 03:25
Maximum Queue Time 18:59
% Calls Answered Within Service Target* 86.93%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th December 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
147
237
75
1
460
 
New & Logged in Helpdesk System
147
88
7
1
243
 
Assigned (Work not Started)
40
8
1
0
49
20.16
Work In Progress
1
2
0
0
3
1.23
Pending (Waiting on More Info)
17
3
0
0
20
8.23
Resolved/Closed
89
75
6
1
171
70.37
New & Logged by %
60.49
36.21
2.88
0.41
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 237
Average Queue Time 03:57
Maximum Queue Time 16:21
% Calls Answered Within Service Target* 83.27%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th December 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 233 344 234 7 818
 
New & Logged in Helpdesk System 233 137 15 7 392
 
Assigned (Work not Started) 61 10 3 1 75 19.13
Work In Progress 2 1 0 0 3 0.77
Pending (Waiting on More Info) 79 34 3 3 119 30.36
Resolved/Closed 91 92 12 3 198 50.51
New & Logged by % 59.44 34.95 3.83 1.79
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 344
Average Queue Time 04:46
Maximum Queue Time 33:23:00
% Calls Answered Within Service Target* 78.29%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th December 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
285
374
219
3
881
 
New & Logged in Helpdesk System
285
159
16
3
463
 
Assigned (Work not Started)
102
11
2
0
115
24.84
Work In Progress
0
1
0
0
1
0.22
Pending (Waiting on More Info)
89
52
3
3
147
31.75
Resolved/Closed
94
95
11
0
200
43.20
New & Logged by %
61.56
34.34
3.46
0.65
 

Telephone Calls to the Helpdesk Service

Total Number of Calls

374

Average Queue Time
05:35
Maximum Queue Time
22:25
% Calls Answered Within Service Target*
79.26%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 4th December 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers

311

355
316

9

991
 
New & Logged in Helpdesk System
311
124
10
9
454
 
Assigned (Work not Started)
127
16
1
2
146
32.16
Work In Progress
2
2
0
0
4
0.88
Pending (Waiting on More Info)
79
28
0
3
110
24.23
Resolved/Closed
103
78
9
4
194
42.73
New & Logged by %
68.50
27.31
2.20
1.98
 

Telephone Calls to the Helpdesk Service

Total Number of Calls

355

Average Queue Time
11:14
Maximum Queue Time
16:03:00
% Calls Answered Within Service Target*
76.14%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th November 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
341
409
249
7
1006
 
New & Logged in Helpdesk System
341
208
6
7
562
 
Assigned (Work not Started)
100
23
4
1
128
22.78
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
114
40
0
3
157
27.94
Resolved/Closed
126
145
2
3
276
49.11
New & Logged by %
60.68
37.01
1.07
1.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
409
Average Queue Time
11:46
Maximum Queue Time
16:18:00
% Calls Answered Within Service Target*
66:48%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 20th November 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
441
413
253
11
1118
 
New & Logged in Helpdesk System
441
167
13
11
632
 
Assigned (Work not Started)
140
21
6
4
171
27.06
Work In Progress
6
2
0
0
8
1.27
Pending (Waiting on More Info)
134
41
1
4
180
28.48
Resolved/Closed
161
103
6
3
273
43.20
New & Logged by %
69.78
26.42
2.06
1.74
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
413
Average Queue Time
8:35 mins
Maximum Queue Time
32:28 mins
% Calls Answered Within Service Target*
56.48%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th November 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
441
430
284
9
1164
 
New & Logged in Helpdesk System
441
159
14
9
623
 
Assigned (Work not Started)
121
16
5
3
145
23.27
Work In Progress
3
5
0
0
8
1.28
Pending (Waiting on More Info)
116
30
0
4
150
24.08
Resolved/Closed
201
108
9
2
320
51.36
New & Logged by %
70.79
25.52
2.25
1.44
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
430
Average Queue Time
6:26 mins
Maximum Queue Time
37:30 mins
% Calls Answered Within Service Target*
70.63%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th November 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
383
530
287
10
1210
 
New & Logged in Helpdesk System
383
123
21
10
537
 
Assigned (Work not Started)
168
16
8
3
195
36.31
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
105
20
0
5
130
24.21
Resolved/Closed
110
87
13
2
212
39.48
New & Logged by %
71.32
22.91
3.91
1.86
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
530
Average Queue Time
6:36 mins
Maximum Queue Time
33:28 mins
% Calls Answered Within Service Target*
63.58%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th October 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
350
705
323
23
1401
 
New & Logged in Helpdesk System
350
169
26
23
568
 
Assigned (Work not Started)
147
39
9
6
201
35.39
Work In Progress
3
0
0
0
3
0.53
Pending (Waiting on More Info)
115
40
2
8
165
29.05
Resolved/Closed
85
90
15
9
199
35.04
New & Logged by %
61.62
29.75
4.58
4.05
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
705
Average Queue Time
 6:59 mins
Maximum Queue Time
30:40 mins
% Calls Answered Within Service Target*
65.11%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 23rd October 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
440
616
390
18
1464
 
New & Logged in Helpdesk System
440
167
34
18
659
 
Assigned (Work not Started)
132
28
8
3
171
25.95
Work In Progress
5
0
0
0
5
0.76
Pending (Waiting on More Info)
167
50
1
9
227
34.45
Resolved/Closed
136
89
25
6
256
38.85
New & Logged by %
66.77
25.34
5.16
2.73
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
 616
Average Queue Time
 2:04 mins
Maximum Queue Time
18:20 mins
% Calls Answered Within Service Target*
 48.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th October 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
415
729
757
11
1912
 
New & Logged in Helpdesk System
415
218
59
11
703
 
Assigned (Work not Started)
145
27
17
2
191
27.17
Work In Progress
2
3
0
0
5
0.71
Pending (Waiting on More Info)
150
41
6
6
203
28.88
Resolved/Closed
118
147
36
3
304
43.24
New & Logged by %
59.03
31.01
8.39
1.56
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
  729
Average Queue Time
 05:42 mins
Maximum Queue Time
  21:14 mins
% Calls Answered Within Service Target*
  72.98%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th October 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
459
597
860
13
1929
 
New & Logged in Helpdesk System
459
145
57
13
674
 
Assigned (Work not Started)
131
26
21
3
181
26.85
Work In Progress
2
1
0
0
3
0.45
Pending (Waiting on More Info)
201
45
9
6
261
38.72
Resolved/Closed
125
73
27
4
229
33.98
New & Logged by %
68.10
21.51
8.46
1.93
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
  597
Average Queue Time
  04:52 mins
Maximum Queue Time
  21:04 mins
% Calls Answered Within Service Target*
  78.73%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd October 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
398
629
1220
12
2259
 
New & Logged in Helpdesk System
398
153
40
12
603
 
Assigned (Work not Started)
126
25
18
4
173
28.69
Work In Progress
3
1
0
0
4
0.66
Pending (Waiting on More Info)
162
35
1
4
202
33.50
Resolved/Closed
107
92
21
4
224
37.15
New & Logged by %
66.00
25.37
6.63
1.99
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
   629
Average Queue Time
  04:24 mins
Maximum Queue Time
  25:26 mins
% Calls Answered Within Service Target*
  78.70%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 25th September 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
411
622
650
4
1687
 
New & Logged in Helpdesk System
411
161
40
4
616
 
Assigned (Work not Started)
151
14
12
1
178
28.90
Work In Progress
2
2
0
0
4
0.65
Pending (Waiting on More Info)
150
37
4
1
192
31.17
Resolved/Closed
108
108
24
2
242
39.29
New & Logged by %
66.72
26.14
6.49
0.65

Telephone Calls to the Helpdesk Service

Total Number of Calls
   622
Average Queue Time
  08:34 mins
Maximum Queue Time
  21:59 mins
% Calls Answered Within Service Target*
  73.47%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 18th September 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
329
663
340
9
1341
 
New & Logged in Helpdesk System
329
177
28
9
543
 
Assigned (Work not Started)
87
18
14
2
121
22.28
Work In Progress
3
1
0
0
4
0.74
Pending (Waiting on More Info)
130
36
2
4
172
31.68
Resolved/Closed
109
122
12
3
246
45.30
New & Logged by %
60.59
32.60
5.16
1.66

Telephone Calls to the Helpdesk Service

Total Number of Calls
   663
Average Queue Time
  06:48 mins
Maximum Queue Time
  25:42 mins
% Calls Answered Within Service Target*
  69.53%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th September 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
293
652
173
12
1130
 
New & Logged in Helpdesk System
293
108
10
12
423
 
Assigned (Work not Started)
102
24
1
2
129
30.50 %
Work In Progress
3
0
0
0
3
0.71 %
Pending (Waiting on More Info)
106
38
1
2
147
34.75 %
Resolved/Closed
82
46
8
8
144
34.04 %
New & Logged by %
69.27 %
25.53 %
2.36 %
2.84 %

Telephone Calls to the Helpdesk Service

Total Number of Calls
  652
Average Queue Time
  7:19 mins
Maximum Queue Time
  32:30 mins
% Calls Answered Within Service Target*
  52.28%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 4th September 2011

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
236
545
146
6
933
New & Logged in Helpdesk System
236
110
11
6
363
Assigned (Work not Started)
83
28
3
0
114
31.40%
Work In Progress
3
1
1
0
5
1.38%
Pending (Waiting on More Info)
72
29
0
4
105
28.93%
Resolved/Closed
78
52
7
2
139
38.29%
New & Logged by %
65.01%
30.30%
3.03%
1.65%

Telephone Calls to the Helpdesk Service

Total Number of Calls
  545
Average Queue Time
  06:37 mins
Maximum Queue Time
  45:13 mins
% Calls Answered Within Service Target*
  72.29%
*Service Target = 75% of all incoming calls answered within 15 minutes