IS Services Helpdesk Statistics 2014-2015

Below are the statistics for email, phone, personal callers and web enquiries to the IS Services Helpdesk Service for the 2014-15 Academic Year.


 

Summary for Academic Year 2014-2015

Phone Calls (896 2000) 15553
Emails (itservicedesk@tcd.ie) 15916
Walk-In (Áras an Phiarsaigh) 9553
Web Submissions (http://helpdesk.tcd.ie) 229
Total 41251

 


Monthly Summaries

August 2015

Call Source Email Phone Walk-In Web Total
Total Callers 1266 1108 384 13 2771
New & Logged in Helpdesk System 1266 338 46 13 1663
Resolved/Closed 630 217 34 2 883
Avg Closure Within 1 Week (%) 53.09681

August Telephone Calls to the Helpdesk Service

Total Number of Calls
1108
Average Queue Time
3:39
Average Maximum Queue Time
14:23
% Calls Answered Within Service Target*
86.21%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

July 2015

Call Source Email Phone Walk-In Web Total
Total Callers 1385 1431 534 11 3361
New & Logged in Helpdesk System 1385 461 92 11 1949
Resolved/Closed 658 287 73 5 1023
Avg Closure Within 1 Week (%)
52.48846

July Telephone Calls to the Helpdesk Service

Total Number of Calls
1431
Average Queue Time
3:07
Average Maximum Queue Time
14:02
% Calls Answered Within Service Target*
89.98%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

June 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1029
1133
430
10
2602
New & Logged in Helpdesk System
1029
351
61
10
1451
Resolved/Closed 369 200 44 1 614
Avg Closure Within 1 Week (%) 42.32

June Telephone Calls to the Helpdesk Service

Total Number of Calls
1133
Average Queue Time
3:23
Average Maximum Queue Time
17:34
% Calls Answered Within Service Target*
85.38%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

May 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1030
1150
445
16
2641
New & Logged in Helpdesk System
1030
385
47
16
1478
Resolved/Closed
507
241
32
6
786
Avg Closure Within 1 Week (%) 53.18%

May Telephone Calls to the Helpdesk Service

Total Number of Calls
1150
Average Queue Time
5:31
Average Maximum Queue Time
13:53
% Calls Answered Within Service Target*
86.92%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1287
1230
547
17
3081
New & Logged in Helpdesk System
1287
478
83
17
1865
Resolved/Closed 675 323 72 10 1080
Avg Closure Within 1 Week (%) 57.91

April Telephone Calls to the Helpdesk Service

Total Number of Calls 1230
Average Queue Time
3:19
Average Maximum Queue Time
11:51
% Calls Answered Within Service Target*
86.84%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2015

Call Source Email Phone Walk-In Web Total
Total Callers 1103
1112
635
8
2858
New & Logged in Helpdesk System
1103
425
71
8
1607
Resolved/Closed
433
262
56
5
756
Avg Closure Within 1 Week (%)
47.04

March Telephone Calls to the Helpdesk Service

Total Number of Calls 1112
Average Queue Time
3:58
Average Maximum Queue Time
19:11
% Calls Answered Within Service Target*
85.46%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

February 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1155
1304
745
16
3220
New & Logged in Helpdesk System
1155
421
74
16
1666
Resolved/Closed
479
248
60
5
792
Avg Closure Within 1 Week (%)
47.54

February Telephone Calls to the Helpdesk Service

Total Number of Calls 1304
Average Queue Time
3:27
Average Maximum Queue Time
14:40
% Calls Answered Within Service Target*
86.12%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1490
1409
1070
26
3995
New & Logged in Helpdesk System
1490
496
97
26
2109
Resolved/Closed
570
302
80
4
956
Avg Closure Within 1 Week (%)
45.33

January Telephone Calls to the Helpdesk Service

Total Number of Calls
1409
Average Queue Time
3:48
Average Maximum Queue Time
16:48
% Calls Answered Within Service Target*
83.96%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2014

Call Source Email Phone Walk-In Web Total
Total Callers
993
935
546
25
2499
New & Logged in Helpdesk System
993
305
105
25
1428
Resolved/Closed
519
177
90
16
802
Avg Closure Within 1 Week (%)
56.16

December Telephone Calls to the Helpdesk Service

Total Number of Calls
935
Average Queue Time
3:31
Average Maximum Queue Time
14:45
% Calls Answered Within Service Target*
82.04%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1382
1315
961
23
3681
New & Logged in Helpdesk System
1382
508
153
23
2066
Resolved/Closed
629
324
120
13
1086
Avg Closure Within 1 Week (%)
52.57

November Telephone Calls to the Helpdesk Service

Total Number of Calls
1315
Average Queue Time
3:27
Average Maximum Queue Time
16:51
% Calls Answered Within Service Target*
83.04%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

October 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1527
1324
1304
22
4177
New & Logged in Helpdesk System
1527
633
135
22
2317
Resolved/Closed
562
290
103
7
962
Avg Closure Within 1 Week (%)
41.52%

October Telephone Calls to the Helpdesk Service

Total Number of Calls
1324
Average Queue Time
3:39
Average Maximum Queue Time
15:27
% Calls Answered Within Service Target*
85.89%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2014

Call Source Email Phone Walk-In Web Total
Total Callers
2215
2199
1705
36
6155
New & Logged in Helpdesk System
2215
832
310
36
3393
Resolved/Closed
826
529
258
14
1627
Avg Closure Within 1 Week (%)
47.95%

September Telephone Calls to the Helpdesk Service

Total Number of Calls
2199
Average Queue Time
3:07
Average Maximum Queue Time
15:00
% Calls Answered Within Service Target*
85.68%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 30th August 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 339 337 120 1 797  
New & Logged in Helpdesk System 339 94 7 1 441  
Assigned (Work not Started) 57 9 0 0 66 14.97
Work In Progress 4 2 0 0 6 1.36
Pending (Waiting on More Info) 105 31 0 1 137 31.07
Resolved/Closed 173 52 7 0 232 52.61
New & Logged by % 76.87 21.32 1.59 0.23  

Telephone Calls to the Helpdesk Service

Total Number of Calls 337
Average Queue Time 03:26
Maximum Queue Time 17:02:00
% Calls Answered Within Service Target* 8679.00%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd August 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 393 283 109 2 787  
New & Logged in Helpdesk System 393 105 19 2 519  
Assigned (Work not Started) 66 9 2 1 78 15.03
Work In Progress 4 1 0 0 5 0.96
Pending (Waiting on More Info) 105 25 2 1 133 25.63
Resolved/Closed 218 70 15 0 303 58.38
New & Logged by % 75.72 20.23 3.66 0.39  

Telephone Calls to the Helpdesk Service

Total Number of Calls 283
Average Queue Time 04:01
Maximum Queue Time 14:00:00
% Calls Answered Within Service Target* 84.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th August 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
333
280
73
7
693
 
New & Logged in Helpdesk System
333
75
12
7
427
 
Assigned (Work not Started)
54
7
1
3
65
15.22
Work In Progress
1
1
0
0
2
0.47
Pending (Waiting on More Info)
117
13
1
3
134
31.38
Resolved/Closed
161
54
10
1
226
52.93
New & Logged by %
77.99
17.56
2.81
1.64
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 280
Average Queue Time 3:26
Maximum Queue Time 15:03
% Calls Answered Within Service Target* 85.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th August 2015 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
201
208
82
3
494
 
New & Logged in Helpdesk System
201
64
8
3
276
 
Assigned (Work not Started)
37
7
1
0
45
16.30
Work In Progress
3
0
0
0
3
1.09
Pending (Waiting on More Info)
83
16
5
2
106
38.41
Resolved/Closed
78
41
2
1
122
44.20
New & Logged by %
72.83
23.19
2.90
1.09
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 208
Average Queue Time 2:54
Maximum Queue Time 11:29
% Calls Answered Within Service Target* 87.76%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd August 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 286 349 99 3 737  
New & Logged in Helpdesk System 286 95 21 3 405  
Assigned (Work not Started) 49 11 1 0 61 15.06
Work In Progress 5 1 0 0 6 1.48
Pending (Waiting on More Info) 108 21 4 0 133 32.84
Resolved/Closed 124 62 16 3 205 50.62
New & Logged by % 70.62 23.46 5.19 0.74  

Telephone Calls to the Helpdesk Service

Total Number of Calls 349
Average Queue Time 03:17
Maximum Queue Time 13:08:00
% Calls Answered Within Service Target* 84.91%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th July 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
264
268
89
0
621
 
New & Logged in Helpdesk System
264
90
16
0
370
 
Assigned (Work not Started)
54
7
0
0
61
16.49
Work In Progress
1
2
0
0
3
0.81
Pending (Waiting on More Info)
84
24
4
0
112
30.27
Resolved/Closed
125
57
12
0
194
52.43
New & Logged by %
71.35
24.32
4.32
0.00
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 268
Average Queue Time 2:46
Maximum Queue Time 15:32
% Calls Answered Within Service Target* 93.03%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 20th July 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
236
264
77
2
579
 
New & Logged in Helpdesk System
236
83
7
2
328
 
Assigned (Work not Started)
59
10
0
0
69
21.04
Work In Progress
5
2
1
0
8
2.44
Pending (Waiting on More Info)
72
25
4
2
103
31.40
Resolved/Closed
100
46
2
0
148
45.12
New & Logged by %
71.95
25.30
2.13
0.61
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 264
Average Queue Time 2:35
Maximum Queue Time 9:45
% Calls Answered Within Service Target* 90.72%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th July 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 260 287 113 4 664  
New & Logged in Helpdesk System 260 94 17 4 375  
Assigned (Work not Started) 58 3 0 1 62 16.53
Work In Progress 2 1 0 0 3 0.80
Pending (Waiting on More Info) 92 24 2 1 119 31.73
Resolved/Closed 108 66 15 2 191 50.93
New & Logged by % 69.33 25.07 4.53 1.07  

Telephone Calls to the Helpdesk Service

Total Number of Calls 287
Average Queue Time 03:57:00
Maximum Queue Time 14:09:00
% Calls Answered Within Service Target* 92.58%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th July 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
339
263
156
2
760
 
New & Logged in Helpdesk System
339
99
31
2
471
 
Assigned (Work not Started)
65
7
1
2
75
15.92
Work In Progress
5
2
0
0
7
1.49
Pending (Waiting on More Info)
68
34
2
0
104
22.08
Resolved/Closed
201
56
28
0
285
60.51
New & Logged by %
71.97
21.02
6.58
0.42
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 263
Average Queue Time 3:01
Maximum Queue Time 17:31
% Calls Answered Within Service Target* 87.88%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 28th June 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
252
288
99
1
640
 
New & Logged in Helpdesk System
252
109
26
1
388
 
Assigned (Work not Started)
55
4
1
1
61
15.72
Work In Progress
7
3
0
0
10
2.58
Pending (Waiting on More Info)
88
35
2
0
125
32.22
Resolved/Closed
102
67
23
0
192
49.48
New & Logged by %
64.95
28.09
6.70
0.26
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 288
Average Queue Time 3:24
Maximum Queue Time 12:56
% Calls Answered Within Service Target* 84.71%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st June 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
296
339
117
3
755
 
New & Logged in Helpdesk System
296
107
16
3
422
 
Assigned (Work not Started)
40
7
2
0
49
11.61
Work In Progress
4
1
0
0
5
1.18
Pending (Waiting on More Info)
134
39
5
3
181
42.89
Resolved/Closed
118
60
9
0
187
44.31
New & Logged by %
70.14
25.36
3.79
0.71
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 339
Average Queue Time 4:36
Maximum Queue Time 32:24
% Calls Answered Within Service Target* 78.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 14th June 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 272 287 104 5 668  
New & Logged in Helpdesk System 272 82 15 5 374  
Assigned (Work not Started) 71 9 2 2 84 22.46
Work In Progress 1 1 1 0 3 0.80
Pending (Waiting on More Info) 113 27 2 3 145 38.77
Resolved/Closed 87 45 9 1 142 37.97
New & Logged by % 72.73 21.93 4.01 1.34  

Telephone Calls to the Helpdesk Service

Total Number of Calls 287
Average Queue Time 02:47
Maximum Queue Time 13:39
% Calls Answered Within Service Target* 86:97%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 7th June 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 209 219 110 1 539  
New & Logged in Helpdesk System 209 53 4 1 267  
Assigned (Work not Started) 51 8 0 0 59 22.10
Work In Progress 2 0 0 0 2 0.75
Pending (Waiting on More Info) 94 17 1 1 113 42.32
Resolved/Closed 62 28 3 0 93 34.83
New & Logged by % 78.28 19.85 1.50 0.37  

Telephone Calls to the Helpdesk Service

Total Number of Calls 219
Average Queue Time 02:45
Maximum Queue Time 11:19:00
% Calls Answered Within Service Target* 90:87%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 31st May 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
227
343
113
2
685
 
New & Logged in Helpdesk System
227
106
5
2
340
 
Assigned (Work not Started)
41
7
0
0
48
14.12
Work In Progress
4
0
0
0
4
1.18
Pending (Waiting on More Info)
70
24
1
0
95
27.94
Resolved/Closed
112
75
4
2
193
56.76
New & Logged by %
66.76
31.18
1.47
0.59
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 343
Average Queue Time 11:40
Maximum Queue Time 15:33
% Calls Answered Within Service Target* 88.37%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 24th May 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
293
269
100
8
670
 
New & Logged in Helpdesk System
293
103
10
8
414
 
Assigned (Work not Started)
54
9
3
3
69
16.67
Work In Progress
6
0
0
0
6
1.45
Pending (Waiting on More Info)
93
31
3
3
130
31.40
Resolved/Closed
140
63
4
2
209
50.48
New & Logged by %
70.77
24.88
2.42
1.93
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 269
Average Queue Time 4:00
Maximum Queue Time 17:14
% Calls Answered Within Service Target* 88.16%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th May 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
241
296
139
5
681
 
New & Logged in Helpdesk System
241
104
11
5
361
 
Assigned (Work not Started)
43
8
1
1
53
14.68
Work In Progress
2
0
0
0
2
0.55
Pending (Waiting on More Info)
89
32
3
2
126
34.90
Resolved/Closed
107
64
7
2
180
49.86
New & Logged by %
66.76
28.81
3.05
1.39
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 296
Average Queue Time 3:16
Maximum Queue Time 10:51
% Calls Answered Within Service Target* 85.06%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th May 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
269
242
93
1
605
 
New & Logged in Helpdesk System
269
72
21
1
363
 
Assigned (Work not Started)
40
6
2
0
48
13.22
Work In Progress
7
0
1
0
8
2.20
Pending (Waiting on More Info)
100
27
1
1
129
35.54
Resolved/Closed
148
39
17
0
204
56.20
New & Logged by %
74.10
19.83
5.79
0.28
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 242
Average Queue Time 3:10
Maximum Queue Time 12:30
% Calls Answered Within Service Target* 86.12%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3rd May 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
224
247
97
2
570
 
New & Logged in Helpdesk System
224
105
26
2
357
 
Assigned (Work not Started)
34
5
1
0
40
11.20
Work In Progress
14
0
1
0
15
4.20
Pending (Waiting on More Info)
84
30
0
1
115
32.21
Resolved/Closed
92
70
24
1
187
52.38
New & Logged by %
62.75
29.41
7.28
0.56
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 247
Average Queue Time 3:21
Maximum Queue Time 9:47
% Calls Answered Within Service Target* 88.85%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th April 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
264
232
108
5
609
 
New & Logged in Helpdesk System
264
81
14
5
364
 
Assigned (Work not Started)
55
7
0
0
62
17.03
Work In Progress
9
3
0
1
13
3.57
Pending (Waiting on More Info)
83
26
1
2
112
30.77
Resolved/Closed
117
45
13
2
177
48.63
New & Logged by %
72.53
22.25
3.85
1.37
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 232
Average Queue Time 4:19
Maximum Queue Time 13:42
% Calls Answered Within Service Target* 89.23%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th April 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
237
270
112
7
626
 
New & Logged in Helpdesk System
237
116
23
7
383
 
Assigned (Work not Started)
51
5
1
0
57
14.88
Work In Progress
2
4
0
0
6
1.57
Pending (Waiting on More Info)
89
32
4
3
128
33.42
Resolved/Closed
95
75
18
4
192
50.13
New & Logged by %
61.88
30.29
6.01
1.83
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 270
Average Queue Time 3:04
Maximum Queue Time 11:26
% Calls Answered Within Service Target* 84.11%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th April 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
347
241
100
0
688
 
New & Logged in Helpdesk System
347
105
14
0
466
 
Assigned (Work not Started)
25
3
1
0
29
6.22
Work In Progress
7
2
0
0
9
1.93
Pending (Waiting on More Info)
29
3
0
0
32
6.87
Resolved/Closed
286
97
13
0
396
84.98
New & Logged by %
74.46
22.53
3.00
0.00
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 241
Average Queue Time 2:43
Maximum Queue Time 11:56
% Calls Answered Within Service Target* 90.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th April 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
215
240
130
3
588
 
New & Logged in Helpdesk System
215
71
6
3
295
 
Assigned (Work not Started)
45
11
2
0
58
19.66
Work In Progress
2
3
0
0
5
1.69
Pending (Waiting on More Info)
83
21
0
0
104
35.25
Resolved/Closed
85
36
4
3
128
43.39
New & Logged by %
72.88
24.07
3.00
1.02
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 240
Average Queue Time 3:11
Maximum Queue Time 12:27
% Calls Answered Within Service Target* 81.08%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th March 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
347
325
173
0
845
 
New & Logged in Helpdesk System
347
105
14
0
466
 
Assigned (Work not Started)
40
7
1
0
48
10.30
Work In Progress
4
1
0
0
5
1.07
Pending (Waiting on More Info)
33
35
1
0
69
14.81
Resolved/Closed
170
62
12
0
244
52.36
New & Logged by %
74.46
22.53
3.00
0.00
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 325
Average Queue Time 4:38
Maximum Queue Time 28:31
% Calls Answered Within Service Target* 81.33%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd March 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
240
205
124
1
570
 
New & Logged in Helpdesk System
240
79
22
1
342
 
Assigned (Work not Started)
67
2
2
0
71
20.76
Work In Progress
7
1
0
0
8
2.34
Pending (Waiting on More Info)
84
18
3
0
105
30.70
Resolved/Closed
81
58
17
1
157
45.91
New & Logged by %
70.18
23.10
6.43
0.29
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 205
Average Queue Time 4:21
Maximum Queue Time 13:25
% Calls Answered Within Service Target* 87.98%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th March 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
263
275
142
4
684
 
New & Logged in Helpdesk System
263
98
19
4
384
 
Assigned (Work not Started)
37
8
2
0
47
12.24
Work In Progress
10
1
0
0
11
2.86
Pending (Waiting on More Info)
89
19
2
1
111
28.91
Resolved/Closed
127
70
15
3
215
55.99
New & Logged by %
68.49
25.52
4.95
1.04
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 275
Average Queue Time 3:50
Maximum Queue Time 22:51
% Calls Answered Within Service Target* 84.57%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th March 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
253
307
196
3
759
 
New & Logged in Helpdesk System
253
143
16
3
415
 
Assigned (Work not Started)
84
10
1
0
95
22.89
Work In Progress
10
2
0
0
12
2.89
Pending (Waiting on More Info)
104
59
3
2
168
40.48
Resolved/Closed
55
72
12
1
140
33.73
New & Logged by %
60.96
34.46
3.86
0.72
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 307
Average Queue Time 3:05
Maximum Queue Time 11:58
% Calls Answered Within Service Target*
87.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 1st March 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
280
327
120
5
732
 
New & Logged in Helpdesk System
280
101
15
5
401
 
Assigned (Work not Started)
46
10
0
0
56
13.97
Work In Progress
8
3
0
0
11
2.74
Pending (Waiting on More Info)
85
23
2
2
112
27.93
Resolved/Closed
141
65
13
3
222
55.36
New & Logged by %
69.83
25.19
3.74
1.25

Telephone Calls to the Helpdesk Service

Total Number of Calls 327
Average Queue Time 3:43
Maximum Queue Time 11:27
% Calls Answered Within Service Target*
84.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd February 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
285
304
205
3
797
 
New & Logged in Helpdesk System
285
100
17
3
405
 
Assigned (Work not Started)
67
7
1
0
75
18.52
Work In Progress
2
1
0
0
3
0.74
Pending (Waiting on More Info)
125
39
1
3
168
41.48
Resolved/Closed
91
53
15
0
159
39.26
New & Logged by %
70.37
24.69
4.20
0.74
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 304
Average Queue Time 2:51
Maximum Queue Time 13:10
% Calls Answered Within Service Target*
86.12%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th February 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
254
336
183
5
778
 
New & Logged in Helpdesk System
254
109
26
5
394
 
Assigned (Work not Started)
38
5
3
2
48
12.18
Work In Progress
7
1
0
0
8
2.03
Pending (Waiting on More Info)
112
34
3
1
150
38.07
Resolved/Closed
97
69
20
2
188
47.72
New & Logged by %
64.47
27.66
6.60
1.27
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 336
Average Queue Time 3:04
Maximum Queue Time 14:50
% Calls Answered Within Service Target*
86.82%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th February 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
336
337
237
3
913
 
New & Logged in Helpdesk System
336
111
16
3
466
 
Assigned (Work not Started)
44
6
1
2
53
11.37
Work In Progress
11
3
0
0
14
3.00
Pending (Waiting on More Info)
131
41
3
1
176
37.77
Resolved/Closed
150
61
12
0
223
47.85
New & Logged by %
72.10
23.82
3.43
0.64
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 337
Average Queue Time 4:12
Maximum Queue Time 19:14
% Calls Answered Within Service Target*
86.60%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 1st February 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
347
323
217
3
890
 
New & Logged in Helpdesk System
347
103
17
3
470
 
Assigned (Work not Started)
68
11
0
0
79
16.81
Work In Progress
7
0
0
0
7
1.49
Pending (Waiting on More Info)
131
29
4
3
167
35.53
Resolved/Closed
141
63
13
0
217
46.17
New & Logged by %
73.83
21.91
3.62
0.64
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 323
Average Queue Time 4:15
Maximum Queue Time 21:08
% Calls Answered Within Service Target*
87.23%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th January 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
327
330
278
7
942
 
New & Logged in Helpdesk System
327
121
20
7
475
 
Assigned (Work not Started)
61
13
3
0
77
16.21
Work In Progress
10
2
0
0
12
2.53
Pending (Waiting on More Info)
130
41
3
6
180
37.89
Resolved/Closed
126
65
14
1
206
43.37
New & Logged by %
68.84
25.47
4.21
1.47
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 330
Average Queue Time 4:03
Maximum Queue Time 22:40
% Calls Answered Within Service Target*
85.86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th January 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
376
342
326
8
1052
 
New & Logged in Helpdesk System
376
132
22
8
538
 
Assigned (Work not Started)
95
8
0
2
105
19.52
Work In Progress
10
2
0
0
12
2.23
Pending (Waiting on More Info)
154
39
1
5
199
36.99
Resolved/Closed
117
83
21
1
222
41.26
New & Logged by %
69.89
24.54
4.09
1.49
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 342
Average Queue Time 3:57
Maximum Queue Time 14:18
% Calls Answered Within Service Target*
85.29%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th January 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
380
390
228
6
1004
 
New & Logged in Helpdesk System
380
134
30
6
550
 
Assigned (Work not Started)
51
5
1
0
57
10.36
Work In Progress
5
3
2
0
10
1.82
Pending (Waiting on More Info)
165
36
3
5
209
38.00
Resolved/Closed
159
90
24
1
274
49.82
New & Logged by %
69.09
24.36
5.45
1.09
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 390
Average Queue Time 5:06
Maximum Queue Time 20:27
% Calls Answered Within Service Target*
81.42%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th January 2015 (1 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
60
24
21
2
107
 
New & Logged in Helpdesk System
60
6
8
2
76
 
Assigned (Work not Started)
3
0
0
0
3
3.95
Work In Progress
1
0
0
0
1
1.32
Pending (Waiting on More Info)
29
5
0
1
35
46.05
Resolved/Closed
27
1
8
1
37
48.68
New & Logged by %
78.95
7.89
10.53
2.63
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 24
Average Queue Time 1:41
Maximum Queue Time 5:29
% Calls Answered Within Service Target*
80%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th December 2014 (2 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
46
54
30
4
134
 
New & Logged in Helpdesk System
46
15
13
4
78
 
Assigned (Work not Started)
4
0
0
0
4
5.13
Work In Progress
1
0
2
0
3
3.85
Pending (Waiting on More Info)
10
2
1
0
13
16.67
Resolved/Closed
31
13
10
4
58
74.36
New & Logged by %
58.97
19.23
16.67
5.13
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 54
Average Queue Time 4:20
Maximum Queue Time 11:45
% Calls Answered Within Service Target*
71.05%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st December 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
357
273
125
7
762
 
New & Logged in Helpdesk System
357
61
19
7
444
 
Assigned (Work not Started)
44
3
0
0
47
10.59
Work In Progress
7
0
0
0
7
1.58
Pending (Waiting on More Info)
35
0
0
0
35
7.88
Resolved/Closed
271
58
19
7
355
79.95
New & Logged by %
80.41
13.74
4.28
1.58
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 273
Average Queue Time 2:17
Maximum Queue Time 9:31
% Calls Answered Within Service Target*
85.31%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th December 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
289
276
171
5
741
 
New & Logged in Helpdesk System
289
106
34
5
434
 
Assigned (Work not Started)
35
13
2
1
51
11.75
Work In Progress
10
2
0
0
12
2.76
Pending (Waiting on More Info)
110
45
2
3
160
36.87
Resolved/Closed
134
46
30
1
211
48.62
New & Logged by %
66.59
24.42
7.83
1.15
100.00
196.08

Telephone Calls to the Helpdesk Service

Total Number of Calls 276
Average Queue Time 03:26
Maximum Queue Time 17:15
% Calls Answered Within Service Target* 85.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th December 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 301 332 220 9 862  
New & Logged in Helpdesk System 301 123 39 9 472  
Assigned (Work not Started) 88 15 2 0 105 22.25%
Work In Progress 15 2 0 0 17 3.60%
Pending (Waiting on More Info) 115 46 6 5 172 36.44%
Resolved/Closed 83 60 31 4 178 37.71%
New & Logged by % 63.77% 26.06% 8.26% 1.91% 100.00 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 332
Average Queue Time 04:03
Maximum Queue Time 20:29:00
% Calls Answered Within Service Target* 85:86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th November 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
313
319
239
5
876
 
New & Logged in Helpdesk System
313
127
46
5
491
 
Assigned (Work not Started)
65
17
0
1
83
16.90
Work In Progress
5
4
0
0
9
1.83
Pending (Waiting on More Info)
124
40
2
2
168
34.22
Resolved/Closed
119
66
44
2
231
47.05
New & Logged by %
63.75
25.87
9.37
1.02
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 319
Average Queue Time 03:29
Maximum Queue Time 16:02
% Calls Answered Within Service Target* 81.96%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd November 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 394 339 208 4 945  
New & Logged in Helpdesk System 394 131 40 4 569  
Assigned (Work not Started) 66 7 4 1 78 13.71%
Work In Progress 6 4 0 0 10 1.76%
Pending (Waiting on More Info) 183 44 19 0 246 43.23%
Resolved/Closed 139 76 17 2 234 41.12%
New & Logged by % 69.24% 23.02% 7.03% 0.70% 100.00% 99.82%

Telephone Calls to the Helpdesk Service

Total Number of Calls 339
Average Queue Time 02:34
Maximum Queue Time 10:47:00
% Calls Answered Within Service Target* 85.61%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 16th November 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
333
334
292
7
966
 
New & Logged in Helpdesk System
333
137
38
7
515
 
Assigned (Work not Started)
78
13
3
1
95
18.45
Work In Progress
7
2
1
0
10
1.94
Pending (Waiting on More Info)
120
43
1
3
167
32.43
Resolved/Closed
128
79
33
3
243
47.18
New & Logged by %
64.66
26.60
7.38
1.36
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 334
Average Queue Time 3:10
Maximum Queue Time 17:03
% Calls Answered Within Service Target* 83.17%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th November 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
342
323
222
7
894
 
New & Logged in Helpdesk System
342
113
29
7
491
 
Assigned (Work not Started)
29
5
2
1
37
7.54
Work In Progress
4
0
0
0
4
0.81
Pending (Waiting on More Info)
66
5
1
0
72
14.66
Resolved/Closed
243
103
26
6
378
76.99
New & Logged by %
69.65
23.01
5.91
1.43
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 323
Average Queue Time 4:36
Maximum Queue Time 23:35
% Calls Answered Within Service Target* 81.42%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 2nd November 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
284
257
226
3
770
 
New & Logged in Helpdesk System
284
257
43
3
587
 
Assigned (Work not Started)
58
14
0
0
72
12.27
Work In Progress
3
2
0
0
5
0.85
Pending (Waiting on More Info)
111
25
5
3
144
24.53
Resolved/Closed
112
65
38
0
215
36.63
New & Logged by %
48.38
43.78
7.33
0.51
100.00
74.28

Telephone Calls to the Helpdesk Service

Total Number of Calls 257
Average Queue Time 4:05
Maximum Queue Time 11:51
% Calls Answered Within Service Target* 81.33%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th October 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
334
323
287
5
949
 
New & Logged in Helpdesk System
334
117
33
5
489
 
Assigned (Work not Started)
68
10
5
0
83
16.97
Work In Progress
1
2
0
0
3
0.61
Pending (Waiting on More Info)
169
32
8
3
212
43.35
Resolved/Closed
96
73
20
2
191
39.06
New & Logged by %
68.30
23.93
6.75
1.02
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 323
Average Queue Time 3:27
Maximum Queue Time 16:46
% Calls Answered Within Service Target* 88.95%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th October 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
402
364
372
6
1144
 
New & Logged in Helpdesk System
402
153
41
6
602
 
Assigned (Work not Started)
65
13
4
0
82
13.62
Work In Progress
5
3
0
0
8
1.33
Pending (Waiting on More Info)
189
44
4
5
242
40.20
Resolved/Closed
143
93
33
1
270
44.85
New & Logged by %
66.78
25.42
6.81
1.00
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 364
Average Queue Time 3:49
Maximum Queue Time 15:55
% Calls Answered Within Service Target* 85.78%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th October 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
507
380
419
8
1314
 
New & Logged in Helpdesk System
507
106
18
8
639
 
Assigned (Work not Started)
116
18
0
2
136
21.28
Work In Progress
4
3
3
0
10
1.56
Pending (Waiting on More Info)
176
26
3
2
207
32.39
Resolved/Closed
211
59
12
4
286
44.76
New & Logged by %
79.34
16.59
2.82
1.25
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 380
Average Queue Time 3:15
Maximum Queue Time 17:18
% Calls Answered Within Service Target* 87.53%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th October 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
499
460
205
7
1171
 
New & Logged in Helpdesk System
499
159
52
7
717
 
Assigned (Work not Started)
104
15
6
2
127
17.71
Work In Progress
12
0
0
0
12
1.67
Pending (Waiting on More Info)
227
49
6
3
285
39.75
Resolved/Closed
156
95
40
2
293
40.86
New & Logged by %
69.60
22.18
7.25
0.98
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 460
Average Queue Time 2:03
Maximum Queue Time 10:43
% Calls Answered Within Service Target* 90.20%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th September 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
528
459
651
14
1652
 
New & Logged in Helpdesk System
528
177
75
14
794
 
Assigned (Work not Started)
99
18
8
6
131
16.50
Work In Progress
11
1
0
0
12
1.51
Pending (Waiting on More Info)
243
51
6
4
304
38.29
Resolved/Closed
175
107
61
4
347
43.70
New & Logged by %
66.50
22.29
9.45
1.76
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 459
Average Queue Time 2:40
Maximum Queue Time 9:30
% Calls Answered Within Service Target* 84.22%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st September 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
483
483
429
3
1398
 
New & Logged in Helpdesk System
483
193
102
3
781
 
Assigned (Work not Started)
138
22
5
1
166
21.25
Work In Progress
5
3
0
0
8
1.02
Pending (Waiting on More Info)
185
52
5
0
242
30.99
Resolved/Closed
155
116
92
2
365
46.73
New & Logged by %
61.84
24.71
13.06
0.38
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 483
Average Queue Time 2:11
Maximum Queue Time 11:11
% Calls Answered Within Service Target* 90.11%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th September 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
350
419
252
6
1027
 
New & Logged in Helpdesk System
350
158
44
6
558
 
Assigned (Work not Started)
91
8
2
3
104
18.64
Work In Progress
2
1
0
0
3
0.54
Pending (Waiting on More Info)
138
41
6
1
186
33.33
Resolved/Closed
119
108
36
2
265
47.49
New & Logged by %
62.72
28.32
7.89
1.08
100.00
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 419
Average Queue Time 4:33
Maximum Queue Time 19:49
% Calls Answered Within Service Target* 83.00%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th September 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
355
378
168
6
907
 
New & Logged in Helpdesk System
355
145
37
6
543
 
Assigned (Work not Started)
80
8
2
0
90
16.57
Work In Progress
4
1
1
0
6
1.10
Pending (Waiting on More Info)
150
33
5
2
190
34.99
Resolved/Closed
221
103
29
4
357
65.75
New & Logged by %
65.38
26.70
6.81
1.10
100.00
118.42

Telephone Calls to the Helpdesk Service

Total Number of Calls 378
Average Queue Time 4:08
Maximum Queue Time 23:49
% Calls Answered Within Service Target* 80.91
*Service Target = 75% of all incoming calls answered within 15 minutes