IS Services Helpdesk Statistics 2012-2013

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

Summary for Academic Year 2012-2013

Phone Calls (896 2000) 17330
Emails (itservicedesk@tcd.ie) 16161
Walk-In (Áras an Phiarsaigh) 11580
Web Submissions (http://helpdesk.tcd.ie) 367
Total 45438

 


Monthly Summaries

August 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1415 1698 597 20 3730
New & Logged in Helpdesk System
1415
612
228
20
2275
Resolved/Closed 603
359
188
6
1156
Avg Closure Within 1 Week (%)         50.81

August Telephone Calls to the Helpdesk Service

Total Number of Calls
1698
Average Queue Time
5:29
Average Maximum Queue Time
23:19
% Calls Answered Within Service Target*
82.47%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

July 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1067 1222 498 16 2803
New & Logged in Helpdesk System
1067
477
191
16
1751
Resolved/Closed
412
329
171
7
919
Avg Closure Within 1 Week (%)         52.48

July Telephone Calls to the Helpdesk Service

Total Number of Calls
1222
Average Queue Time
3:35
Average Maximum Queue Time
15:14
% Calls Answered Within Service Target*
88.93%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

June 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 896 1088 413 18 2415
New & Logged in Helpdesk System
896
424
181
18
1519
Resolved/Closed
322
303
160
4
789
Avg Closure Within 1 Week (%)         51.94%

June Telephone Calls to the Helpdesk Service

Total Number of Calls
1088
Average Queue Time
3:34
Average Maximum Queue Time
18:50
% Calls Answered Within Service Target*
87.49%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

May 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1288
1480
541
26
3335
New & Logged in Helpdesk System
    1288
     581
    237
     26
    2132
Resolved/Closed
568
378
208
12
1166
Avg Closure Within 1 Week (%)
54.69

May Telephone Calls to the Helpdesk Service

Total Number of Calls
1480
Average Queue Time
3:24
Average Maximum Queue Time
15:56
% Calls Answered Within Service Target*
88.93%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1020
1139
556
24
2739
New & Logged in Helpdesk System
1020
413
116
24
1573
Resolved/Closed
422
267
104
6
799
Avg Closure Within 1 Week (%)
50.79

April Telephone Calls to the Helpdesk Service

Total Number of Calls
1139
Average Queue Time
3:13
Average Maximum Queue Time
11:31
% Calls Answered Within Service Target*
89.40%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1140
1154
677
24
2995
New & Logged in Helpdesk System
1140
388
126
24
1678
Resolved/Closed
434
255
111
7
807
Avg Closure Within 1 Week (%)
48.09

March Telephone Calls to the Helpdesk Service

Total Number of Calls
1154
Average Queue Time
4:02
Average Maximum Queue Time
18:03
% Calls Answered Within Service Target*
87.26%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

Feburary 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1256
1376
766
30
3428
New & Logged in Helpdesk System
1256
448
156
30
1890
Resolved/Closed
548
259
137 8
952
Avg Closure Within 1 Week (%)
50.37

Feburary Telephone Calls to the Helpdesk Service

Total Number of Calls
1256
Average Queue Time
4:55
Average Maximum Queue Time
21:00
% Calls Answered Within Service Target*
83.21
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1581
1743
1229
49
4602
New & Logged in Helpdesk System
1581
565
291
42
2479
Resolved/Closed
652
321
256 18
1247
Avg Closure Within 1 Week (%)
50.30

January Telephone Calls to the Helpdesk Service

Total Number of Calls
1743
Average Queue Time
4:22
Average Maximum Queue Time
15:59
% Calls Answered Within Service Target*
86.15
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 811
833
526
13
2183
New & Logged in Helpdesk System
811
316
87
13
1227
Resolved/Closed
371
225
82 5
683
Avg Closure Within 1 Week (%)
55.66

December Telephone Calls to the Helpdesk Service

Total Number of Calls
833
Average Queue Time
4:00
Average Maximum Queue Time
17:08
% Calls Answered Within Service Target*
89.50
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1655
1623
1355
29
4662
New & Logged in Helpdesk System
1655
632
204
29
2520
Resolved/Closed
554
414
176 10
1154
Avg Closure Within 1 Week (%)
45.79

November Telephone Calls to the Helpdesk Service

Total Number of Calls
1623
Average Queue Time
5:49
Average Maximum Queue Time
20:20
% Calls Answered Within Service Target*
85.50
*Service Target = 75% of all incoming calls answered within 15 minutes                          

October 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1763
1893
1943
56
5655
New & Logged in Helpdesk System
1763
811
59
56
2689
Resolved/Closed
716
439
33 24
1212
Avg Closure Within 1 Week (%)
45.07

October Telephone Calls to the Helpdesk Service

Total Number of Calls
1893
Average Queue Time
7:58
Average Maximum Queue Time
25:06
% Calls Answered Within Service Target*
90.19
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 2269
2081
2479
62
6891
New & Logged in Helpdesk System
2269
824
66
62
3221
Resolved/Closed
705
457
40 18
1220
Avg Closure Within 1 Week (%)
37.88

September Telephone Calls to the Helpdesk Service

Total Number of Calls 2081
Average Queue Time 5:16
Average Maximum Queue Time 19:50
% Calls Answered Within Service Target* Not Available
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 1st September 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 308 461 184 5 958  
New & Logged in Helpdesk System 308 177 51 5 541  
Assigned (Work not Started) 74 17 5 0 96 17.74%
Work In Progress 7 2 1 0 10 1.85%
Pending (Waiting on More Info) 113 43 3 3 162 29.94%
Resolved/Closed 114 115 42 2 273 50.46%
New & Logged by % 56.93% 32.72% 9.43 0.92%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 461
Average Queue Time 09:27
Maximum Queue Time 35:34
% Calls Answered Within Service Target* 84.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 25th August 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 292 372 135 1 800  
New & Logged in Helpdesk System 292 121 78 1 492  
Assigned (Work not Started) 72 13 3 0 88 17.89%
Work In Progress 5 0 1 0 6 1.22%
Pending (Waiting on More Info) 118 29 9 1 157 31.91%
Resolved/Closed 97 79 65 0 241 48.98%
New & Logged by % 59.35% 24.59% 15.85% 0.20%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 372
Average Queue Time 04:11:00
Maximum Queue Time 17:49:00
% Calls Answered Within Service Target* 84.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th August 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 286 359 91 4 740  
New & Logged in Helpdesk System 286 127 26 4 443  
Assigned (Work not Started) 69 8 2 0 79 17.83%
Work In Progress 2 2 0 0 4 0.90%
Pending (Waiting on More Info) 93 30 2 3 128 28.89%
Resolved/Closed 122 87 22 1 232 52.37%
New & Logged by % 64.56% 28.67% 5.87% 0.90%  

Telephone Calls to the Helpdesk Service

Total Number of Calls 359
Average Queue Time 02:57:00
Maximum Queue Time 13:00:00
% Calls Answered Within Service Target* 89.30%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th August 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
199
221
96
2
518
 
New & Logged in Helpdesk System
199
84
38
2
323
 
Assigned (Work not Started)
12
9
0
2
23
7.12
Work In Progress
1
3
0
0
4
1.24
Pending (Waiting on More Info)
57
24
5
0
86
26.63
Resolved/Closed
81
48
33
0
162
50.15
New & Logged by %
61.61
26.01
11.76
0.62
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 221
Average Queue Time 04:30:00
Maximum Queue Time 17:40:00
% Calls Answered Within Service Target* 88%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 4th August 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
330
285
91
8
714
 
New & Logged in Helpdesk System
330
103
35
8
476
 
Assigned (Work not Started)
62
11
3
4
80
16.81
Work In Progress
4
1
0
0
5
1.05
Pending (Waiting on More Info)
75
17
6
1
99
20.80
Resolved/Closed
189
30
26
3
248
52.10
New & Logged by %
69.33
21.64
7.35
1.68
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 285
Average Queue Time 03:48:00
Maximum Queue Time 22:13:00
% Calls Answered Within Service Target* 88.44%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th July 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
246
340
110
3
699
 
New & Logged in Helpdesk System
246
134
30
3
413
 
Assigned (Work not Started)
59
11
2
1
73
17.68
Work In Progress
2
0
0
0
2
0.48
Pending (Waiting on More Info)
71
29
1
0
101
24.46
Resolved/Closed
114
94
27
2
237
57.38
New & Logged by %
59.56
32.45
7.26
0.73
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 340
Average Queue Time 04:48:00
Maximum Queue Time 20:34:00
% Calls Answered Within Service Target* 83.84%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 21st July 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
296
336
119
4
755
 
New & Logged in Helpdesk System
296
112
39
4
451
 
Assigned (Work not Started)
70
14
4
2
77
17.07
Work In Progress
3
0
0
0
3
0.67
Pending (Waiting on More Info)
118
20
3
0
116
25.72
Resolved/Closed
105
78
32
2
255
56.54
New & Logged by %
65.63
24.83
8.65
0.89
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 336
Average Queue Time 02:23:00
Maximum Queue Time 10:02:00
% Calls Answered Within Service Target* 89.60%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th July 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 237 286 104 6 633  
New & Logged in Helpdesk System 237 122 38 6 403  
Assigned (Work not Started) 52 9 2 2 65 16.13
Work In Progress 6 2 0 0 8 1.99
Pending (Waiting on More Info) 74 20 3 1 98 24.32
Resolved/Closed 105 91 33 3 232 57.57
New & Logged by % 58.81 30.27 9.43 1.49  

Telephone Calls to the Helpdesk Service

Total Number of Calls 286
Average Queue Time 02:20:00
Maximum Queue Time 12:51:00
% Calls Answered Within Service Target* 89.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 7th July 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
288
260
165
3
716
 
New & Logged in Helpdesk System
288
109
84
3
484
 
Assigned (Work not Started)
96
10
2
1
109
22.52
Work In Progress
6
0
1
0
7
1.45
Pending (Waiting on More Info)
98
33
2
2
135
27.89
Resolved/Closed
88
66
79
0
233
48.14
New & Logged by %
59.50
22.52
17.36
0.62
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 260
Average Queue Time 03:50:00
Maximum Queue Time 13:56:00
% Calls Answered Within Service Target* 88.44%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th June 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
248
289
89
7
633
 
New & Logged in Helpdesk System
248
126
51
7
432
 
Assigned (Work not Started)
88
10
0
2
100
23.15
Work In Progress
7
0
0
0
7
1.62
Pending (Waiting on More Info)
86
25
6
3
120
27.78
Resolved/Closed
67
91
45
2
205
47.45
New & Logged by %
57.41
29.17
11.81
1.62
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 289
Average Queue Time 03:50:00
Maximum Queue Time 17:29:00
% Calls Answered Within Service Target* 86.49%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd June 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
234
291
112
2
639
 
New & Logged in Helpdesk System
234
119
37
2
392
 
Assigned (Work not Started)
76
10
2
1
89
22.70
Work In Progress
12
3
0
1
16
4.08
Pending (Waiting on More Info)
55
21
1
0
77
19.64
Resolved/Closed
91
85
34
0
210
53.57
New & Logged by %
59.69
30.36
9.44
0.51
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 291
Average Queue Time 03:17:00
Maximum Queue Time 13:11:00
% Calls Answered Within Service Target* 89.81%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 16th June 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 235 285 91 6 617  
New & Logged in Helpdesk System 235 83 38 6 362  
Assigned (Work not Started) 49 10 0 0 59 16.30
Work In Progress 10 1 0 3 14 3.87
Pending (Waiting on More Info) 81 15 5 2 103 28.45
Resolved/Closed 95 57 33 1 186 51.38
New & Logged by % 64.92 22.93 10.50 1.66  

Telephone Calls to the Helpdesk Service

Total Number of Calls 285
Average Queue Time 03:05:00
Maximum Queue Time 17:10:00
% Calls Answered Within Service Target* 89.87%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th June 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
179
223
121
3
526
 
New & Logged in Helpdesk System
179
96
55
3
333
 
Assigned (Work not Started)
48
14
1
0
63
18.92
Work In Progress
6
0
2
0
8
2.40
Pending (Waiting on More Info)
56
12
4
2
74
22.22
Resolved/Closed
69
70
48
1
188
56.46
New & Logged by %
53.75
28.83
16.52
0.90
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 223
Average Queue Time
03:30
Maximum Queue Time
13:08
% Calls Answered Within Service Target*
89.56%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd June 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
227
296
91
6
620
 
New & Logged in Helpdesk System
227
116
46
6
395
 
Assigned (Work not Started)
57
23
3
0
83
21.01
Work In Progress
9
0
0
0
9
2.28
Pending (Waiting on More Info)
59
20
7
3
89
22.53
Resolved/Closed
102
73
36
3
214
54.18
New & Logged by %
57.47
29.37
11.65
1.52
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 296
Average Queue Time
03:14
Maximum Queue Time
17:46
% Calls Answered Within Service Target*
87.24%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 26th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
225
332
113
2
672
 
New & Logged in Helpdesk System
225
127
52
2
406
 
Assigned (Work not Started)
53
7
1
0
61
15.02
Work In Progress
10
5
0
0
15
3.69
Pending (Waiting on More Info)
86
36
4
1
127
31.28
Resolved/Closed
76
79
47
1
203
50.00
New & Logged by %
55.42
31.28
12.81
0.49
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 332
Average Queue Time 04:22:00
Maximum Queue Time 16:03:00
% Calls Answered Within Service Target* 86.35%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 296 306 128 10 740  
New & Logged in Helpdesk System 296 133 47 10 486  
Assigned (Work not Started) 60 4 3 1 68 13.99
Work In Progress 11 2 0 0 13 2.67
Pending (Waiting on More Info) 83 30 2 3 118 24.28
Resolved/Closed 142 97 42 6 287 59.05
New & Logged by % 60.91 27.37 9.67 2.06  

Telephone Calls to the Helpdesk Service

Total Number of Calls 306
Average Queue Time 04:40:00
Maximum Queue Time 16:23:00
% Calls Answered Within Service Target* 83:79%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
312
262
90
4
668
 
New & Logged in Helpdesk System
312
102
38
4
456
 
Assigned (Work not Started)
58
6
0
1
65
14.25
Work In Progress
7
6
0
2
15
3.29
Pending (Waiting on More Info)
78
21
2
1
102
22.37
Resolved/Closed
169
69
36
0
274
60.09
New & Logged by %
68.42
22.37
8.33
0.88
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
262
Average Queue Time
2:59
Maximum Queue Time
33:46
% Calls Answered Within Service Target*
88.18%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
228
284
119
4
635
 
New & Logged in Helpdesk System
228
103
54
4
389
 
Assigned (Work not Started)
74
8
3
1
86
22.11
Work In Progress
2
1
0
0
3
0.77
Pending (Waiting on More Info)
73
34
4
1
112
28.79
Resolved/Closed
79
60
47
2
188
48.33
New & Logged by %
58.61
26.48
13.88
1.03
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
284
Average Queue Time
2:39
Maximum Queue Time
10:14
% Calls Answered Within Service Target*
91.91%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
266
301
123
4
694
 
New & Logged in Helpdesk System
266
108
32
4
410
 
Assigned (Work not Started)
76
9
1
2
88
21.46
Work In Progress
6
0
0
1
7
1.71
Pending (Waiting on More Info)
73
22
1
0
96
23.41
Resolved/Closed
111
77
30
1
219
53.41
New & Logged by %
64.88
26.34
7.80
0.98
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
301
Average Queue Time
3:43
Maximum Queue Time
12:16
% Calls Answered Within Service Target*
90.12%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
246
295
162
5
655
 
New & Logged in Helpdesk System
246
98
24
5
373
 
Assigned (Work not Started)
75
6
2
1
84
22.52
Work In Progress
0
1
0
0
1
0.27
Pending (Waiting on More Info)
68
36
1
2
107
28.69
Resolved/Closed
103
55
21
2
181
48.53
New & Logged by %
65.95
26.27
6.43
1.34
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
295
Average Queue Time
3:05
Maximum Queue Time
11:29
% Calls Answered Within Service Target*
89.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
275
301
157
6
680
 
New & Logged in Helpdesk System
275
116
32
6
429
 
Assigned (Work not Started)
56
18
0
0
74
17.25
Work In Progress
0
2
0
1
3
0.70
Pending (Waiting on More Info)
106
31
1
4
142
33.10
Resolved/Closed
113
65
31
1
210
48.95
New & Logged by %
64.10
27.04
7.46
1.40
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
301
Average Queue Time
2:51
Maximum Queue Time
10:03
% Calls Answered Within Service Target*
89.55%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
233
242
114
9
598
 
New & Logged in Helpdesk System
233
91
28
9
361
 
Assigned (Work not Started)
61
5
3
1
70
19.39
Work In Progress
6
0
3
0
9
2.49
Pending (Waiting on More Info)
71
16
0
6
93
25.76
Resolved/Closed
95
70
22
2
189
52.35
New & Logged by %
64.54
25.21
7.76
2.49
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
242
Average Queue Time
3:15
Maximum Queue Time
12:16
% Calls Answered Within Service Target*
88.00%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 31st March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 218 246 161 2 627  
New & Logged in Helpdesk System 218 92 32 2 344  
Assigned (Work not Started) 80 13 1 1 95 27.62
Work In Progress 1 1 0 0 2 0.58
Pending (Waiting on More Info) 74 21 2 1 98 28.49
Resolved/Closed 63 56 29 0 148 43.02
New & Logged by % 63.37 26.74 9.30 0.58  

Telephone Calls to the Helpdesk Service

Total Number of Calls
246
Average Queue Time
3:54
Maximum Queue Time
17:44
% Calls Answered Within Service Target*
85.07%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 24th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
254
243
143
7
647
 
New & Logged in Helpdesk System
254
109
29
7
399
 
Assigned (Work not Started)
71
8
2
2
83
20.80
Work In Progress
7
2
0
0
9
2.26
Pending (Waiting on More Info)
83
23
3
4
113
28.32
Resolved/Closed
93
76
24
1
194
48.62
New & Logged by %
63.66
27.32
7.27
1.75
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
243
Average Queue Time
3:44
Maximum Queue Time
15:32
% Calls Answered Within Service Target*
90.30%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
303
310
191
8
812
 
New & Logged in Helpdesk System
303
94
36
8
441
 
Assigned (Work not Started)
73
6
3
1
83
18.82
Work In Progress
2
2
1
0
5
1.13
Pending (Waiting on More Info)
99
17
0
3
119
26.98
Resolved/Closed
129
69
32
4
234
53.06
New & Logged by %
68.71
21.32
8.16
1.81
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
303
Average Queue Time
3:36
Maximum Queue Time
13:25
% Calls Answered Within Service Target*
90.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 10th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 365 355 182 7 909  
New & Logged in Helpdesk System 365 93 29 7 494  
Assigned (Work not Started) 89 10 3 0 102 20.65
Work In Progress 4 2 0 0 6 1.21
Pending (Waiting on More Info) 123 27 0 5 155 31.38
Resolved/Closed 149 54 26 2 231 46.76
New & Logged by % 73.89 18.83 5.87 1.42    

Telephone Calls to the Helpdesk Service

Total Number of Calls 355
Average Queue Time 4:54
Maximum Queue Time 25:31
% Calls Answered Within Service Target* 83.37
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 254 318 165 6 743  
New & Logged in Helpdesk System 254 102 24 6 386  
Assigned (Work not Started) 59 12 3 2 76 19.69
Work In Progress 3 0 0 0 3 0.78
Pending (Waiting on More Info) 81 39 0 3 123 31.87
Resolved/Closed 111 51 21 1 184 47.67
New & Logged by % 65.80 26.42 6.22 1.55    

Telephone Calls to the Helpdesk Service

Total Number of Calls 318
Average Queue Time 4:14
Maximum Queue Time 19:19
% Calls Answered Within Service Target* 86.30
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 24th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 348 368 180 11 907  
New & Logged in Helpdesk System 348 121 47 11 527  
Assigned (Work not Started) 115 15 1 2 133 25.24
Work In Progress 3 1 0 0 4 0.76
Pending (Waiting on More Info) 107 31 6 6 150 28.46
Resolved/Closed 226 74 40 3 343 65.09
New & Logged by % 66.03 22.96 8.92 2.09    

Telephone Calls to the Helpdesk Service

Total Number of Calls 368
Average Queue Time 4:58
Maximum Queue Time 20:05
% Calls Answered Within Service Target* 83.02
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 17th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 304 328 196 9 837  
New & Logged in Helpdesk System 304 98 31 9 442  
Assigned (Work not Started) 87 11 3 2 103 23.30
Work In Progress 2 1 1 0 4 0.90
Pending (Waiting on More Info) 131 25 1 4 161 36.43
Resolved/Closed 84 61 26 3 174 39.37
New & Logged by % 68.78 22.17 7.01 2.04    

Telephone Calls to the Helpdesk Service

Total Number of Calls 328
Average Queue Time 3:44
Maximum Queue Time 18:23
% Calls Answered Within Service Target* 86.44
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 350
362
225
4
941
 
New & Logged in Helpdesk System
350
127
54
4
535
 
Assigned (Work not Started)
74
14
2
0
90
16.82
Work In Progress
5
1
0
0
6
1.12
Pending (Waiting on More Info)
144
39
2
3
188
35.14
Resolved/Closed
127
73
50
1
251
46.92
New & Logged by %
65.42
23.74
10.09
0.75
   

Telephone Calls to the Helpdesk Service

Total Number of Calls
362
Average Queue Time
06:45
Maximum Queue Time
26:15
% Calls Answered Within Service Target*
77.10
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3rd Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 293
372
229
7
901
 
New & Logged in Helpdesk System
293
119
49
7
468
 
Assigned (Work not Started)
79
18
3
1
101
21.58
Work In Progress
6
0
0
0
6
1.28
Pending (Waiting on More Info)
115
34
6
4
159
33.97
Resolved/Closed
93
67
40
2
202
43.16
New & Logged by %
62.61
25.43
10.47
1.50
   

Telephone Calls to the Helpdesk Service

Total Number of Calls
372
Average Queue Time
03:07
Maximum Queue Time
12:07
% Calls Answered Within Service Target*
86.51
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 27th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 336 368 294 11 1009  
New & Logged in Helpdesk System 336 125 45 11 517  
Assigned (Work not Started) 107 9 2 2 120 23.21
Work In Progress 3 3 1 0 7 1.35
Pending (Waiting on More Info) 115 38 6 5 164 31.72
Resolved/Closed 111 75 36 4 226 43.71
New & Logged by % 64.99 24.18 8.70 2.13    

Telephone Calls to the Helpdesk Service

Total Number of Calls 368
Average Queue Time 03:49
Maximum Queue Time 18:25:00
% Calls Answered Within Service Target* 87.80%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 20th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
383
443
420
19
1265
New & Logged in Helpdesk System
383
149
111
19
662
Assigned (Work not Started)
108
20
5
5
138
20.85
Work In Progress
4
2
3
0
9
1.36
Pending (Waiting on More Info)
141
34
4
8
187
28.25
Resolved/Closed
130
93
99
6
328
49.55
New & Logged by %
57.85
22.51
16.77
2.87

Telephone Calls to the Helpdesk Service

Total Number of Calls
443
Average Queue Time
8:27
Maximum Queue Time
16:03
% Calls Answered Within Service Target*
82.89%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
437
392
203
10
1042
New & Logged in Helpdesk System
437
115
77
3
632
Assigned (Work not Started)
97
15
1
3
116
18.35
Work In Progress
5
5
0
0
10
1.58
Pending (Waiting on More Info)
105
29
1
0
135
21.36
Resolved/Closed
230
66
75
4
375
59.34
New & Logged by %
69.15
18.20
12.18
0.47

Telephone Calls to the Helpdesk Service

Total Number of Calls
392
Average Queue Time
4:39
Maximum Queue Time
21:38
% Calls Answered Within Service Target*
82.28%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 6th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
132
168
83
2
385
New & Logged in Helpdesk System
132
57
9
2
200
Assigned (Work not Started)
39
4
1
0
44
22.00
Work In Progress
0
15
0
0
15
7.50
Pending (Waiting on More Info)
48
0
2
0
50
25.00
Resolved/Closed
88
20
6
2
116
58.00
New & Logged by %
66.00
28.50
4.50
1.00

Telephone Calls to the Helpdesk Service

Total Number of Calls
168
Average Queue Time
2:22
Maximum Queue Time
11:44
% Calls Answered Within Service Target*
91.30
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 23rd December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
204
246
87
4
541
New & Logged in Helpdesk System
204
88
12
4
308
Assigned (Work not Started)
40
8
1
0
49
15.91
Work In Progress
0
1
0
0
1
0.32
Pending (Waiting on More Info)
29
3
1
1
34
11.04
Resolved/Closed
135
76
10
3
224
72.73
New & Logged by %
66.23
28.57
3.90
1.30

Telephone Calls to the Helpdesk Service

Total Number of Calls
246
Average Queue Time
03:59
Maximum Queue Time
14:57
% Calls Answered Within Service Target*
91.45
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 16th December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
289
265
207
3
764
New & Logged in Helpdesk System
289
113
22
3
427
Assigned (Work not Started)
85
11
1
2
99
23.19
Work In Progress
1
1
0
0
2
0.47
Pending (Waiting on More Info)
89
40
0
0
129
30.21
Resolved/Closed
114
61
21
1
197
46.14
New & Logged by %
67.68
26.46
5.15
0.70

Telephone Calls to the Helpdesk Service

Total Number of Calls
265
Average Queue Time
04:25
Maximum Queue Time
16:55
% Calls Answered Within Service Target*
86.56
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 318 322 232 6 878  
New & Logged in Helpdesk System 318 115 53 6 492  
Assigned (Work not Started) 107 10 0 2 119 24.19
Work In Progress 1 0 1 0 2 0.41
Pending (Waiting on More Info) 88 17 1 3 109 22.15
Resolved/Closed 122 88 51 1 262 53.25
New & Logged by % 64.63 23.37 10.77 1.22  

Telephone Calls to the Helpdesk Service

Total Number of Calls 322
Average Queue Time 03:41
Maximum Queue Time 19:32:00
% Calls Answered Within Service Target* 90.65%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd December 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
331
327
257
1
916
 
New & Logged in Helpdesk System
331
144
57
1
533
 
Assigned (Work not Started)
116
17
3
0
136
25.52
Work In Progress
1
1
0
0
2
0.38
Pending (Waiting on More Info)
108
34
7
1
150
28.14
Resolved/Closed
106
92
47
0
245
45.97
New & Logged by %
62.10
27.02
10.69
0.19

Telephone Calls to the Helpdesk Service

Total Number of Calls 327
Average Queue Time
04:40
Maximum Queue Time
26:03
% Calls Answered Within Service Target*
82.73
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 25th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
339
330
225
11
905
 
New & Logged in Helpdesk System
339
145
53
11
548
 
Assigned (Work not Started)
110
16
0
2
128
23.36
Work In Progress
1
1
0
0
4
0.73
Pending (Waiting on More Info)
100
37
2
6
138
25.18
Resolved/Closed
128
60
9
3
278
50.73
New & Logged by %
61.86
26.46
9.67
2.01

Telephone Calls to the Helpdesk Service

Total Number of Calls 330
Average Queue Time
03:36
Maximum Queue Time
0:18:55
% Calls Answered Within Service Target*
84.58
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 18th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
330
341
340
7
1018
 
New & Logged in Helpdesk System
330
155
68
7
560
 
Assigned (Work not Started)
94
10
1
1
106
18.93
Work In Progress
8
1
1
2
12
2.14
Pending (Waiting on More Info)
121
30
1
0
152
27.14
Resolved/Closed
107
114
65
4
290
51.79
New & Logged by %
58.93
27.68
12.14
1.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 341
Average Queue Time
11:27
Maximum Queue Time
16:11:00
% Calls Answered Within Service Target*
86.48%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
375
377
251
6
1009
 
New & Logged in Helpdesk System
375
109
15
6
505
 
Assigned (Work not Started)
127
11
4
2
144
28.51
Work In Progress
1
1
0
0
2
0.40
Pending (Waiting on More Info)
121
37
2
1
161
31.88
Resolved/Closed
126
60
9
3
198
39.21
New & Logged by %
74.26
21.58
2.97
1.19

Telephone Calls to the Helpdesk Service

Total Number of Calls 377
Average Queue Time
03:35
Maximum Queue Time
0:20:13
% Calls Answered Within Service Target*
88.24
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 4th November 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
280
248
282
4
814
 
New & Logged in Helpdesk System
280
79
11
4
374
 
Assigned (Work not Started)
89
7
5
0
101
27.01
Work In Progress
1
0
0
0
1
0.27
Pending (Waiting on More Info)
103
20
2
4
129
34.49
Resolved/Closed
87
52
4
0
143
38.24
New & Logged by %
74.87
21.12
2.94
1.07

Telephone Calls to the Helpdesk Service

Total Number of Calls 248
Average Queue Time
02:27
Maximum Queue Time
10:15
% Calls Answered Within Service Target*
87.63
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 26th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
284
355
333
15
987
 
New & Logged in Helpdesk System
284
153
9
15
461
 
Assigned (Work not Started)
95
27
2
1
125
27.11
Work In Progress
4
1
1
0
6
1.30
Pending (Waiting on More Info)
89
29
2
10
130
28.20
Resolved/Closed
96
96
4
4
200
43.38
New & Logged by %
61.61
33.19
1.95
3.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
355
Average Queue Time
05:34
Maximum Queue Time
24:54
% Calls Answered Within Service Target*
80.19
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 19th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
404
408
362
10
1184
 
New & Logged in Helpdesk System
404
163
12
10
589
 
Assigned (Work not Started)
130
18
5
0
153
25.98
Work In Progress
1
2
0
0
3
0.51
Pending (Waiting on More Info)
142
32
1
8
183
31.07
Resolved/Closed
131
111
6
2
250
42.44
New & Logged by %
68.59
27.67
2.04
1.70

Telephone Calls to the Helpdesk Service

Total Number of Calls 408
Average Queue Time
04:57
Maximum Queue Time
21:29
% Calls Answered Within Service Target*
82.14
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
454
571
486
13
1524
 
New & Logged in Helpdesk System
454
256
11
13
734
 
Assigned (Work not Started)
125
68
1
2
196
26.70
Work In Progress
3
1
0
0
4
0.54
Pending (Waiting on More Info)
129
44
4
3
180
24.52
Resolved/Closed
307
143
6
8
464
63.22
New & Logged by %
61.85
34.88
1.50
1.77

Telephone Calls to the Helpdesk Service

Total Number of Calls 571
Average Queue Time
07:23
Maximum Queue Time
37:53
% Calls Answered Within Service Target*
65.73
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 5th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
621
559
762
18
1960
 
New & Logged in Helpdesk System
621
239
27
18
905
 
Assigned (Work not Started)
170
45
7
3
225
24.86
Work In Progress
3
2
0
0
5
0.55
Pending (Waiting on More Info)
266
41
3
6
316
34.92
Resolved/Closed
182
89
17
10
298
32.93
New & Logged by %
68.62
26.41
2.98
1.99

Telephone Calls to the Helpdesk Service

Total Number of Calls 559
Average Queue Time
14:08
Maximum Queue Time
33:14
% Calls Answered Within Service Target*
45.07
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 28th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
638
390
1078
30
2136
 
New & Logged in Helpdesk System
638
234
28
30
930
 
Assigned (Work not Started)
167
31
8
6
212
22.80
Work In Progress
1
1
0
0
2
0.22
Pending (Waiting on More Info)
247
34
4
12
297
31.94
Resolved/Closed
223
168
13
12
416
44.73
New & Logged by %
68.60
25.16
3.01
3.23
100
99.68

Telephone Calls to the Helpdesk Service

Total Number of Calls
390
Average Queue Time
11:14
Maximum Queue Time
16:15
% Calls Answered Within Service Target*
53.93%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 21st September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
608
691
771
14
2085
 
New & Logged in Helpdesk System
609
230
19
14
872
 
Assigned (Work not Started)
174
21
4
8
207
23.74
Work In Progress
3
2
0
0
5
0.57
Pending (Waiting on More Info)
229
155
0
4
388
44.50
Resolved/Closed
203
52
15
2
272
31.19
New & Logged by %
69.84
26.38
2.18
1.61

Telephone Calls to the Helpdesk Service

Total Number of Calls
691
Average Queue Time
08:10
Maximum Queue Time
20:21
% Calls Answered Within Service Target*
61.25%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 14th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
608
405
408
13
1192
 
New & Logged in Helpdesk System
608
198
12
13
831
 
Assigned (Work not Started)
205
26
3
2
236
28.40
Work In Progress
3
2
0
1
6
0.72
Pending (Waiting on More Info)
249
35
1
9
294
35.38
Resolved/Closed
151
135
8
1
295
35.50
New & Logged by %
73.16
28.83
1.44
1.56

Telephone Calls to the Helpdesk Service

Total Number of Calls
405
Average Queue Time
08:22
Maximum Queue Time
32:23
% Calls Answered Within Service Target*
59.67
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 7th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
414
595
222
5
714
 
New & Logged in Helpdesk System
414
162
7
5
588
 
Assigned (Work not Started)
122
16
3
1
142
24.15
Work In Progress
1
6
0
1
8
1.36
Pending (Waiting on More Info)
164
38
0
0
202
34.35
Resolved/Closed
128
102
4
3
237
40.31
New & Logged by %
70.41
27.55
1.9
0.85

Telephone Calls to the Helpdesk Service

Total Number of Calls 595
Average Queue Time
04:23
Maximum Queue Time
10:21
% Calls Answered Within Service Target*
76.84
*Service Target = 75% of all incoming calls answered within 15 minutes