IT Service Desk Statistics 2015-2016

Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2015-16 Academic Year.


 

Summary for Academic Year 2015-2016

Phone Calls (896 2000) 16118
Emails (itservicedesk@tcd.ie) 17467
Walk-In (ras an Phiarsaigh) 8675
Web Submissions (http://ask.tcd.ie) 158
Total 42418

 


Monthly Summaries

August 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1333
1117
406
21
2877
New & Logged in System
1333
440
103
21
1897
Resolved/Closed
668
284
99
11
1062
Avg Closure Within 1 Week (%)
55.98313

August Telephone Calls to the IT Service Desk

Total Number of Calls
1117
Average Queue Time
5:44
Average Maximum Queue Time
18:11
% Calls Answered Within Service Target*
86.23%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

July 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1332
1282
432
9
3055
New & Logged in System
1332
621
83
9
2045
Resolved/Closed 439 393 72 2 906
Avg Closure Within 1 Week (%) 44.30

July Telephone Calls to the IT Service Desk

Total Number of Calls
1282
Average Queue Time
3:27
Average Maximum Queue Time
14:54
% Calls Answered Within Service Target*
88.56%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

June 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1289
1045
435
13
2498
New & Logged in System
1289
545
33
13
1596
Resolved/Closed
465
387
31
4
791
Avg Closure Within 1 Week (%)
49.56

June Telephone Calls to the IT Service Desk

Total Number of Calls
1045
Average Queue Time
3:36
Average Maximum Queue Time
15:02
% Calls Answered Within Service Target*
88.57%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

May 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1198
919
283
16
2416
New & Logged in System
1198
591
162
16
1967
Resolved/Closed 540 388 150 1 1079
Avg Closure Within 1 Week (%) 54.86

May Telephone Calls to the IT Service Desk

Total Number of Calls
N/A
Average Queue Time
3:04
Average Maximum Queue Time
12:51
% Calls Answered Within Service Target*
88.03%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1620
1791
643
22
4076
New & Logged in System
1620
1070
142
22
2854
Resolved/Closed 593 796 117 7 1513
Avg Closure Within 1 Week (%) 53.01

April Telephone Calls to the IT Service Desk

Total Number of Calls
1791
Average Queue Time
3:46
Average Maximum Queue Time
15:33
% Calls Answered Within Service Target*
85.86%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1548
652
21
2716
New & Logged in System
1548
711
127
21
2407
Resolved/Closed 572 468 114 6 1160
Avg Closure Within 1 Week (%) 48.19

March Telephone Calls to the IT Service Desk

Total Number of Calls
N/A
Average Queue Time
4:56
Average Maximum Queue Time
17:01
% Calls Answered Within Service Target*
86.87%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

February 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1343
1459
697
12
3511
New & Logged in System
1343
729
90
12
2174
Resolved/Closed
518
510
63
1
1092
Avg Closure Within 1 Week (%)
50.23

February Telephone Calls to the IT Service Desk

Total Number of Calls
1459
Average Queue Time
4:16
Average Maximum Queue Time
22:15
% Calls Answered Within Service Target*
83.05%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1469
1485
931
10
3847
New & Logged in System
1469
553
142
10
2174
Resolved/Closed
757
407
118
6
1288
Avg Closure Within 1 Week (%)
59.25

January Telephone Calls to the IT Service Desk

Total Number of Calls
1485
Average Queue Time
3:40
Average Maximum Queue Time
13:06
% Calls Answered Within Service Target*
79.83%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1421
1161
657
7
3246
New & Logged in System
1421
384
109
7
1921
Resolved/Closed
809
249
79
3
1140
Avg Closure Within 1 Week (%)
59.34

December Telephone Calls to the IT Service Desk

Total Number of Calls
1161
Average Queue Time
3:57
Average Maximum Queue Time
21:25
% Calls Answered Within Service Target*
84.95%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1421
1397
968
9
3795
New & Logged in System
1421
542
169
9
2141
Resolved/Closed
553
352
127
4
1036
Avg Closure Within 1 Week (%)
48.39

November Telephone Calls to the IT Service Desk

Total Number of Calls
1397
Average Queue Time
4:22
Average Maximum Queue Time
17:40
% Calls Answered Within Service Target*
85.48%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

October 2015

Call Source Email Phone Walk-In Web Total
Total Callers
1776
1588
1323
13
4700
New & Logged in System
1776
547
169
13
2505
Resolved/Closed
727
342
107
2
1178
Avg Closure Within 1 Week (%)
47.03

October Telephone Calls to the IT Service Desk

Total Number of Calls
1588
Average Queue Time
3:44
Average Maximum Queue Time
15:35
% Calls Answered Within Service Target*
84.78%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2015

Call Source Email Phone Walk-In Web Total
Total Callers
2472
2276
1373
18
6139
New & Logged in System
2472
751
229
18
3470
Resolved/Closed
820
476
189
5
1490
Avg Closure Within 1 Week (%)
42.93948

September Telephone Calls to the IT Service Desk

Total Number of Calls
2276
Average Queue Time
3:20
Average Maximum Queue Time
15:02
% Calls Answered Within Service Target*
84.76%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 28th August 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
471
304
125
13
913
 
New & Logged in Helpdesk System
471
127
32
13
643
 
Assigned (Work not Started)
53
9
0
1
63
9.80
Work In Progress
0
2
0
0
2
0.31
Pending (Waiting on More Info)
156
39
0
4
199
30.95
Resolved/Closed
262
77
32
8
379
58.94
New & Logged by %
73.25
19.75
4.98
2.02
 

Telephone Calls to the IT Service Desk

Total Number of Calls 304
Average Queue Time 13:44
Maximum Queue Time 38:29
% Calls Answered Within Service Target 86.08%
 

Week ending 21st August 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
286
280
113
3
682
 
New & Logged in Helpdesk System
286
112
37
3
438
 
Assigned (Work not Started)
46
14
1
1
62
14.16
Work In Progress
0
1
0
0
1
0.23
Pending (Waiting on More Info)
113
28
1
1
143
32.65
Resolved/Closed
127
69
35
1
232
52.97
New & Logged by %
65.30
25.57
8.45
0.68
 

Telephone Calls to the IT Service Desk

Total Number of Calls 280
Average Queue Time 3:43
Maximum Queue Time 13:32
% Calls Answered Within Service Target 83.33%
 

Week ending 14th August 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
349
285
99
2
735
 
New & Logged in Helpdesk System
349
107
31
2
489
 
Assigned (Work not Started)
43
8
1
0
52
10.63
Work In Progress
3
0
0
0
3
0.61
Pending (Waiting on More Info)
111
34
1
1
147
30.06
Resolved/Closed
192
65
29
1
287
58.69
New & Logged by %
71.37
21.88
6.34
0.41
 

Telephone Calls to the IT Service Desk

Total Number of Calls 285
Average Queue Time 2:47
Maximum Queue Time 9:41
% Calls Answered Within Service Target 88.51%
 

Week ending 7th August 2016 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
227
248
69
3
547
 
New & Logged in Helpdesk System
227
94
3
3
327
 
Assigned (Work not Started)
24
10
0
0
34
10.40
Work In Progress
1
0
0
0
1
0.31
Pending (Waiting on More Info)
115
11
0
2
128
39.14
Resolved/Closed
87
73
3
1
164
50.15
New & Logged by %
69.42
28.75
0.92
0.92
 

Telephone Calls to the IT Service Desk

Total Number of Calls 248
Average Queue Time 2:43
Maximum Queue Time 11:03
% Calls Answered Within Service Target 87.02%
 

Week ending 31st July 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
269
263
90
1
623
 
New & Logged in Helpdesk System
269
103
19
1
392
 
Assigned (Work not Started)
56
4
0
0
60
15.31
Work In Progress
1
0
0
0
1
0.26
Pending (Waiting on More Info)
113
27
1
0
141
35.97
Resolved/Closed
82
66
18
1
167
42.60
New & Logged by %
68.62
26.28
4.85
0.26
 

Telephone Calls to the IT Service Desk

Total Number of Calls 263
Average Queue Time 3:23
Maximum Queue Time 11:48
% Calls Answered Within Service Target 91.00%
 

 

Week ending 25th July 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
305
255
82
2
644
 
New & Logged in Helpdesk System
305
138
11
2
456
 
Assigned (Work not Started)
54
10
0
1
65
14.25
Work In Progress
1
0
0
0
1
0.22
Pending (Waiting on More Info)
122
51
1
1
175
38.38
Resolved/Closed
128
77
10
0
215
47.15
New & Logged by %
66.89
30.26
2.41
0.44
 

Telephone Calls to the IT Service Desk

Total Number of Calls 255
Average Queue Time 2:45
Maximum Queue Time 9:58
% Calls Answered Within Service Target 87.33%
 

Week ending 17th July 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
238
245
94
2
579
 
New & Logged in Helpdesk System
238
130
15
2
385
 
Assigned (Work not Started)
58
20
2
0
80
20.78
Work In Progress
1
0
0
0
1
0.26
Pending (Waiting on More Info)
97
28
2
2
129
33.51
Resolved/Closed
82
82
11
0
175
45.45
New & Logged by %
61.82
33.77
3.90
0.52
 

Telephone Calls to the IT Service Desk

Total Number of Calls 245
Average Queue Time 3:51
Maximum Queue Time 22:09
% Calls Answered Within Service Target 87.14%
 

Week ending 10th July 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
236
254
77
2
569
 
New & Logged in Helpdesk System
236
120
13
2
371
 
Assigned (Work not Started)
44
9
0
0
53
14.29
Work In Progress
0
3
0
0
3
0.81
Pending (Waiting on More Info)
102
29
0
1
132
35.58
Resolved/Closed
51
79
13
1
144
38.81
New & Logged by %
63.61
32.35
3.50
0.54
 

Telephone Calls to the IT Service Desk

Total Number of Calls 254
Average Queue Time 3:52
Maximum Queue Time 15:44
% Calls Answered Within Service Target 88.77%
 

Week ending 3rd July 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
284
265
89
2
640
 
New & Logged in Helpdesk System
284
130
25
2
441
 
Assigned (Work not Started)
61
8
0
0
69
15.65
Work In Progress
3
1
0
0
4
0.91
Pending (Waiting on More Info)
124
32
5
2
163
36.96
Resolved/Closed
96
89
20
0
205
46.49
New & Logged by %
64.40
29.48
5.67
0.45
 

Telephone Calls to the IT Service Desk

Total Number of Calls 265
Average Queue Time 3:51
Maximum Queue Time 16:52
% Calls Answered Within Service Target 87.96%
 

Week ending 27th June 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
236
278
95
4
613
 
New & Logged in Helpdesk System
236
145
3
4
388
 
Assigned (Work not Started)
53
8
1
1
63
16.24
Work In Progress
1
0
0
0
1
0.26
Pending (Waiting on More Info)
116
36
0
2
154
39.69
Resolved/Closed
66
101
2
1
170
43.81
New & Logged by %
60.82
37.37
0.77
1.03
 

Telephone Calls to the IT Service Desk

Total Number of Calls 278
Average Queue Time 3:10
Maximum Queue Time 12:45
% Calls Answered Within Service Target 85.80%
 

Week ending 19th June 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
271
275
97
6
649
 
New & Logged in Helpdesk System
271
147
10
6
434
 
Assigned (Work not Started)
51
9
0
2
62
14.29
Work In Progress
1
0
0
0
1
0.23
Pending (Waiting on More Info)
127
31
0
1
159
36.64
Resolved/Closed
92
107
10
3
212
48.85
New & Logged by %
62.44
33.87
2.30
1.38
 

Telephone Calls to the IT Service Desk

Total Number of Calls 275
Average Queue Time 2:52
Maximum Queue Time 12:22
% Calls Answered Within Service Target 88.42%
 

Week ending 12th June 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
242
254
100
2
598
 
New & Logged in Helpdesk System
242
136
8
2
388
 
Assigned (Work not Started)
37
10
0
0
47
12.11
Work In Progress
2
1
0
0
3
0.77
Pending (Waiting on More Info)
89
36
0
2
127
32.73
Resolved/Closed
114
89
8
0
211
54.38
New & Logged by %
62.37
35.05
2.06
0.52
 

Telephone Calls to the IT Service Desk

Total Number of Calls 254
Average Queue Time 3:32
Maximum Queue Time 17:37
% Calls Answered Within Service Target 87.76%
 

Week ending 5th June 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
256
238
143
1
638
 
New & Logged in Helpdesk System
256
117
12
1
386
 
Assigned (Work not Started)
58
8
0
0
66
17.10
Work In Progress
4
0
0
0
4
1.04
Pending (Waiting on More Info)
97
19
1
1
118
30.57
Resolved/Closed
97
90
11
0
198
51.30
New & Logged by %
66.32
30.31
3.11
0.26
 

Telephone Calls to the IT Service Desk

Total Number of Calls 238
Average Queue Time 4:38
Maximum Queue Time 15:38
% Calls Answered Within Service Target 92.94%
 

Week ending 29th May 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
246
168
52
4
470
 
New & Logged in Helpdesk System
246
168
9
4
427
 
Assigned (Work not Started)
55
19
2
1
77
18.03
Work In Progress
5
0
0
0
5
1.17
Pending (Waiting on More Info)
118
41
2
3
164
38.41
Resolved/Closed
68
108
5
0
181
42.39
New & Logged by %
57.61
39.34
2.11
0.94
 

Telephone Calls to the IT Service Desk

Total Number of Calls N/A
Average Queue Time 2:55
Maximum Queue Time 12:43
% Calls Answered Within Service Target 86.49%
 

Week ending 22nd May 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
278
148
74
4
504
 
New & Logged in Helpdesk System
278
148
41
4
471
 
Assigned (Work not Started)
63
14
1
1
79
16.77
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
108
38
1
2
149
31.63
Resolved/Closed
107
96
39
1
243
51.59
New & Logged by %
59.02
31.42
8.70
0.85
 

Telephone Calls to the IT Service Desk

Total Number of Calls N/A
Average Queue Time N/A
Maximum Queue Time N/A
% Calls Answered Within Service Target N/A
 

Week ending 15th May 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
285
304
72
6
667
 
New & Logged in Helpdesk System
285
134
43
6
468
 
Assigned (Work not Started)
50
30
1
0
81
17.31
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
114
14
1
6
135
28.85
Resolved/Closed
121
90
41
0
252
53.85
New & Logged by %
60.90
28.63
9.19
1.28
 

Telephone Calls to the IT Service Desk

Total Number of Calls 304
Average Queue Time 3:11
Maximum Queue Time 11:26
% Calls Answered Within Service Target 89.68%
 

Week ending 8th May 2016 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
389
299
85
2
775
 
New & Logged in Helpdesk System
389
141
69
2
601
 
Assigned (Work not Started)
57
20
3
0
80
13.31
Work In Progress
1
0
0
0
1
0.17
Pending (Waiting on More Info)
87
27
1
2
117
19.47
Resolved/Closed
244
94
65
0
403
67.05
New & Logged by %
64.73
23.46
11.48
0.33
 

Telephone Calls to the IT Service Desk

Total Number of Calls 299
Average Queue Time 3:07
Maximum Queue Time 14:26
% Calls Answered Within Service Target 87.94%
 

Week ending 1st May 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
284
365
102
3
754
 
New & Logged in Helpdesk System
284
242
73
3
602
 
Assigned (Work not Started)
49
6
2
0
57
9.47
Work In Progress
3
2
0
0
5
0.83
Pending (Waiting on More Info)
120
46
3
1
170
28.24
Resolved/Closed
112
188
68
2
370
61.46
New & Logged by %
47.18
40.20
12.13
0.50
 

Telephone Calls to the IT Service Desk

Total Number of Calls 365
Average Queue Time 4:17
Maximum Queue Time 16:26
% Calls Answered Within Service Target 84.35%
 

Week ending 24th April 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
411
382
139
5
937
 
New & Logged in Helpdesk System
411
248
12
5
676
 
Assigned (Work not Started)
59
14
0
0
73
10.80
Work In Progress
1
0
1
0
2
0.30
Pending (Waiting on More Info)
163
44
5
5
217
32.10
Resolved/Closed
188
190
6
0
384
56.80
New & Logged by %
60.80
36.69
1.78
0.74
 

Telephone Calls to the IT Service Desk

Total Number of Calls 382
Average Queue Time 2:47
Maximum Queue Time 12:07
% Calls Answered Within Service Target 89.04%
 

Week ending 17th April 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
351
349
135
7
842
 
New & Logged in Helpdesk System
351
191
19
7
568
 
Assigned (Work not Started)
60
12
1
0
73
12.85
Work In Progress
2
1
0
0
3
0.53
Pending (Waiting on More Info)
157
52
1
4
214
37.68
Resolved/Closed
132
126
7
3
268
47.18
New & Logged by %
61.80
33.63
3.35
1.23
 

Telephone Calls to the IT Service Desk

Total Number of Calls 349
Average Queue Time 3:04
Maximum Queue Time 11:31
% Calls Answered Within Service Target 89.72%
 

Week ending 10th April 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
346
379
148
1
874
 
New & Logged in Helpdesk System
346
215
18
1
580
 
Assigned (Work not Started)
62
16
0
0
78
13.45
Work In Progress
2
0
0
0
2
0.34
Pending (Waiting on More Info)
175
41
1
1
218
37.59
Resolved/Closed
107
158
17
0
282
48.62
New & Logged by %
59.66
37.07
3.10
0.17
 

Telephone Calls to the IT Service Desk

Total Number of Calls 379
Average Queue Time 3:28
Maximum Queue Time 15:55
% Calls Answered Within Service Target 87.30%
 

Week ending 3rd April 2016 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
228
316
119
6
669
 
New & Logged in Helpdesk System
228
174
20
6
428
 
Assigned (Work not Started)
45
12
0
1
58
13.55
Work In Progress
1
2
0
0
3
0.70
Pending (Waiting on More Info)
127
26
1
3
157
36.68
Resolved/Closed
54
134
19
2
209
48.83
New & Logged by %
53.27
40.65
4.67
1.40
 

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 5:18
Maximum Queue Time 21:46
% Calls Answered Within Service Target 78.88%
 

 

Week ending 27th March 2016 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
274
317
142
5
738
 
New & Logged in Helpdesk System
274
168
21
5
468
 
Assigned (Work not Started)
51
13
3
3
70
14.96
Work In Progress
1
1
0
0
2
0.43
Pending (Waiting on More Info)
130
41
3
1
175
37.39
Resolved/Closed
92
113
15
1
221
47.22
New & Logged by %
58.55
35.90
4.49
1.07
 

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 5:09
Maximum Queue Time 19:42
% Calls Answered Within Service Target 84.57
 

Week ending 20th March 2016 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
250
178
113
2
543
 
New & Logged in Helpdesk System
250
136
15
2
403
 
Assigned (Work not Started)
26
15
0
0
41
10.17
Work In Progress
2
1
1
0
4
0.99
Pending (Waiting on More Info)
137
24
0
0
161
39.95
Resolved/Closed
85
96
14
2
197
48.88
New & Logged by %
62.03
33.75
3.72
0.50
 

Telephone Calls to the IT Service Desk

Total Number of Calls 178*
Average Queue Time 4:44
Maximum Queue Time 14:21
% Calls Answered Within Service Target* 83.18
*Figure published represents 2.5 days only due to service unavailability

Week ending 13th March 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
548
N/A
245
6
799
 
New & Logged in Helpdesk System
548
197
48
6
799
 
Assigned (Work not Started)
68
11
1
0
80
10.01
Work In Progress
2
0
0
0
2
0.25
Pending (Waiting on More Info)
272
65
5
4
346
43.30
Resolved/Closed
206
121
42
2
371
46.43
New & Logged by %
68.59
24.66
6.01
0.75
 

Telephone Calls to the IT Service Desk

Total Number of Calls *
Average Queue Time *
Maximum Queue Time *
% Calls Answered Within Service Target* *
*Information unavailable due to service unavailability at time of publishing

Week ending 6th March 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
476
*
152
8
636
 
New & Logged in Helpdesk System
476
210
43
8
737
 
Assigned (Work not Started)
95
14
0
2
111
15.06
Work In Progress
0
2
0
0
2
0.27
Pending (Waiting on More Info)
192
56
0
5
253
34.33
Resolved/Closed
189
138
43
1
371
50.34
New & Logged by %
64.59
28.49
5.83
1.09
 

Telephone Calls to the IT Service Desk

Total Number of Calls *
Average Queue Time *
Maximum Queue Time *
% Calls Answered Within Service Target* *
*Information unavailable due to service unavailability at time of publishing

Week ending 28th February 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
447
417
193
2
1059
 
New & Logged in Helpdesk System
447
188
44
2
681
 
Assigned (Work not Started)
46
12
4
0
62
9.10
Work In Progress
0
0
1
0
1
0.15
Pending (Waiting on More Info)
186
60
9
2
257
37.74
Resolved/Closed
215
116
30
0
361
53.01
New & Logged by %
65.64
27.61
6.46
0.29
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 417
Average Queue Time 5:08
Maximum Queue Time 19:48
% Calls Answered Within Service Target* 79.96%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st February 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
351
409
155
4
919
 
New & Logged in Helpdesk System
351
197
13
4
565
 
Assigned (Work not Started)
32
8
0
1
41
7.26
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
133
42
3
2
180
31.86
Resolved/Closed
186
147
10
1
344
60.88
New & Logged by %
62.12
34.87
2.30
0.71

Telephone Calls to the IT Service Desk

Total Number of Calls 409
Average Queue Time 4:23
Maximum Queue Time 29:44
% Calls Answered Within Service Target* 81.16%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th February 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
302
316
162
0
780
 
New & Logged in Helpdesk System
302
170
25
0
497
 
Assigned (Work not Started)
86
13
7
0
106
21.33
Work In Progress
2
1
0
0
3
0.60
Pending (Waiting on More Info)
146
34
1
0
181
36.42
Resolved/Closed
68
122
17
0
207
41.65
New & Logged by %
60.76
34.21
5.03
0.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 4:03
Maximum Queue Time 23:08
% Calls Answered Within Service Target* 85.25%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th February 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
243
317
187
6
753
 
New & Logged in Helpdesk System
243
174
8
6
431
 
Assigned (Work not Started)
59
12
0
3
74
17.17
Work In Progress
2
0
0
0
2
0.46
Pending (Waiting on More Info)
133
37
2
3
175
40.60
Resolved/Closed
49
125
6
0
180
41.76
New & Logged by %
56.38
40.37
1.86
1.39
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 3:33
Maximum Queue Time 16:21
% Calls Answered Within Service Target* 85.83%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 31st January 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
489
368
247
4
1060
 
New & Logged in Helpdesk System
489
147
19
4
659
 
Assigned (Work not Started)
54
9
2
1
66
10.02
Work In Progress
4
1
0
0
5
0.76
Pending (Waiting on More Info)
163
24
6
0
193
29.29
Resolved/Closed
268
113
11
3
395
59.94
New & Logged by %
74.20
22.31
2.88
0.61
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 368
Average Queue Time 2:38
Maximum Queue Time 11:05
% Calls Answered Within Service Target* 83.45%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 24th January 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
354
380
321
5
1060
 
New & Logged in Helpdesk System
354
152
65
5
576
 
Assigned (Work not Started)
38
6
1
1
46
7.99
Work In Progress
8
2
0
1
11
1.91
Pending (Waiting on More Info)
37
6
0
0
43
7.47
Resolved/Closed
271
138
64
3
476
82.64
New & Logged by %
61.46
26.39
11.28
0.87
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 380
Average Queue Time 4:26
Maximum Queue Time 17:54
% Calls Answered Within Service Target* 82.57%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th January 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
322
415
225
0
962
 
New & Logged in Helpdesk System
322
146
26
0
494
 
Assigned (Work not Started)
63
16
0
0
79
15.99
Work In Progress
8
2
2
0
12
2.43
Pending (Waiting on More Info)
152
46
3
0
201
40.69
Resolved/Closed
99
82
21
0
202
40.89
New & Logged by %
65.18
29.55
5.26
0.00
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 415
Average Queue Time 3:49
Maximum Queue Time 11:54
% Calls Answered Within Service Target* 68.37%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th January 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
304
322
138
1
765
 
New & Logged in Helpdesk System
304
108
32
1
445
 
Assigned (Work not Started)
54
5
1
0
60
13.48
Work In Progress
12
1
0
0
13
2.92
Pending (Waiting on More Info)
119
28
9
1
157
35.28
Resolved/Closed
119
74
22
0
215
48.31
New & Logged by %
68.31
24.27
7.19
0.22
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 322
Average Queue Time 3:48
Maximum Queue Time 11:31
% Calls Answered Within Service Target* 84.96%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 27th December 2015 (3 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
483
126
37
0
646
 
New & Logged in Helpdesk System
483
26
2
0
511
 
Assigned (Work not Started)
15
3
0
0
18
3.52
Work In Progress
1
0
0
0
1
0.20
Pending (Waiting on More Info)
12
1
0
0
13
2.54
Resolved/Closed
455
22
2
0
479
93.74
New & Logged by %
94.52
5.09
0.39
0.00
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 126
Average Queue Time 4:12
Maximum Queue Time 16:12
% Calls Answered Within Service Target* 86.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 20th December 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 276 344 186 1 807  
New & Logged in Helpdesk System 276 95 23 1 395  
Assigned (Work not Started) 54 14 1 0 69 17.47
Work In Progress 6 4 2 0 12 3.04
Pending (Waiting on More Info) 116 26 1 0 143 36.20
Resolved/Closed 100 51 19 1 171 43.29
New & Logged by % 69.87 24.05 5.82 0.25 100.00 100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 344
Average Queue Time 03:55
Maximum Queue Time 20:23:00
% Calls Answered Within Service Target* 80.09%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 13th December 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
354
313
183
4
854
 
New & Logged in Helpdesk System
354
121
36
4
515
 
Assigned (Work not Started)
67
13
1
2
83
16.12
Work In Progress
6
1
1
0
8
1.55
Pending (Waiting on More Info)
134
26
9
1
170
33.01
Resolved/Closed
147
81
25
1
254
49.32
New & Logged by %
68.74
23.50
6.99
0.78
100.00
120.48

Telephone Calls to the IT Service Desk

Total Number of Calls 313
Average Queue Time 3:53
Maximum Queue Time 32:16
% Calls Answered Within Service Target* 87.61%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th December 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
308
378
251
2
939
 
New & Logged in Helpdesk System
308
142
48
2
500
 
Assigned (Work not Started)
62
5
2
0
69
13.80
Work In Progress
3
1
5
0
9
1.80
Pending (Waiting on More Info)
136
41
8
1
186
37.20
Resolved/Closed
107
95
33
1
236
47.20
New & Logged by %
61.60
28.40
9.60
0.40
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 378
Average Queue Time 3:48
Maximum Queue Time 16:50
% Calls Answered Within Service Target* 86.04%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th November 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
331
345
228
4
908
 
New & Logged in Helpdesk System
331
144
32
4
511
 
Assigned (Work not Started)
57
10
3
2
72
14.09
Work In Progress
11
2
2
0
15
2.94
Pending (Waiting on More Info)
139
38
4
1
182
35.62
Resolved/Closed
124
94
23
1
242
47.36
New & Logged by %
64.77
28.18
6.26
0.78
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 345
Average Queue Time 4:12
Maximum Queue Time 25:29
% Calls Answered Within Service Target* 83.70%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd November 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
367
322
235
4
928
 
New & Logged in Helpdesk System
367
132
44
4
547
 
Assigned (Work not Started)
64
10
1
0
75
13.71
Work In Progress
3
5
0
1
9
1.65
Pending (Waiting on More Info)
147
21
10
0
178
32.54
Resolved/Closed
153
96
33
3
285
52.10
New & Logged by %
67.09
24.13
8.04
0.73
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 322
Average Queue Time 5:20
Maximum Queue Time 13:11
% Calls Answered Within Service Target* 85.37%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th November 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
334
342
206
0
882
 
New & Logged in Helpdesk System
334
153
53
0
540
 
Assigned (Work not Started)
55
11
2
0
68
12.59
Work In Progress
7
1
1
0
9
1.67
Pending (Waiting on More Info)
146
49
6
0
201
37.22
Resolved/Closed
126
92
44
0
262
48.52
New & Logged by %
61.85
28.33
9.81
0.00
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 342
Average Queue Time 3:34
Maximum Queue Time 15:31
% Calls Answered Within Service Target* 86.33%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th November 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
389
388
299
1
1077
 
New & Logged in Helpdesk System
389
113
40
1
543
 
Assigned (Work not Started)
93
10
4
0
107
19.71
Work In Progress
15
6
1
0
22
4.05
Pending (Waiting on More Info)
131
27
8
1
167
30.76
Resolved/Closed
150
70
27
0
247
45.49
New & Logged by %
71.64
20.81
7.37
0.18
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 388
Average Queue Time 4:19
Maximum Queue Time 16:32
% Calls Answered Within Service Target* 86.55%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 1st November 2015 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
488
279
245
1
1013
 
New & Logged in Helpdesk System
488
93
30
1
612
 
Assigned (Work not Started)
95
14
0
0
109
17.81
Work In Progress
8
4
0
0
12
1.96
Pending (Waiting on More Info)
170
21
6
1
198
32.35
Resolved/Closed
215
54
24
0
293
47.88
New & Logged by %
79.74
15.20
4.90
0.16
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 3:34
Maximum Queue Time 13:17
% Calls Answered Within Service Target* 90.00%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th October 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
384
422
399
2
1207
 
New & Logged in Helpdesk System
384
143
40
2
569
 
Assigned (Work not Started)
54
15
2
0
71
12.48
Work In Progress
8
2
1
0
11
1.93
Pending (Waiting on More Info)
145
25
4
2
176
30.93
Resolved/Closed
177
101
33
0
311
54.66
New & Logged by %
67.49
25.13
7.03
0.35
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 422
Average Queue Time 3:40
Maximum Queue Time 14:18
% Calls Answered Within Service Target* 83.23%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th October 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
408
421
283
5
1117
 
New & Logged in Helpdesk System
408
144
50
5
607
 
Assigned (Work not Started)
58
13
3
2
76
12.52
Work In Progress
7
1
6
2
16
2.64
Pending (Waiting on More Info)
200
40
13
1
254
41.85
Resolved/Closed
143
90
17
0
250
41.19
New & Logged by %
67.22
23.72
8.24
0.82
100.00
98.19

Telephone Calls to the IT Service Desk

Total Number of Calls 421
Average Queue Time 3:18
Maximum Queue Time 16:30
% Calls Answered Within Service Target* 89.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th October 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
496
466
396
5
1363
 
New & Logged in Helpdesk System
496
167
49
5
717
 
Assigned (Work not Started)
60
10
9
0
79
11.02
Work In Progress
16
6
1
1
24
3.35
Pending (Waiting on More Info)
228
54
6
2
290
40.45
Resolved/Closed
192
97
33
2
324
45.19
New & Logged by %
69.18
23.29
6.83
0.70
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 466
Average Queue Time 4:27
Maximum Queue Time 18:16
% Calls Answered Within Service Target* 75.95%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th October 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
676
521
430
3
1630
 
New & Logged in Helpdesk System
676
164
89
3
932
 
Assigned (Work not Started)
109
21
11
0
141
15.13
Work In Progress
7
0
2
0
9
0.97
Pending (Waiting on More Info)
303
43
2
3
351
37.66
Resolved/Closed
257
100
74
0
431
46.24
New & Logged by %
72.53
17.60
9.55
0.32
 

Telephone Calls to the IT Service Desk

Total Number of Calls 521
Average Queue Time 2:43
Maximum Queue Time 14:22
% Calls Answered Within Service Target* 87.12%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th September 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
580
526
402
6
1514
 
New & Logged in Helpdesk System
580
208
48
6
842
 
Assigned (Work not Started)
163
16
5
2
186
22.09
Work In Progress
8
5
2
0
15
1.78
Pending (Waiting on More Info)
243
54
7
2
306
36.34
Resolved/Closed
166
133
34
2
335
39.79
New & Logged by %
68.88
24.70
5.70
0.71
 

Telephone Calls to the IT Service Desk

Total Number of Calls 526
Average Queue Time 3:31
Maximum Queue Time 13:10
% Calls Answered Within Service Target* 86.23%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 20th September 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
492
470
219
2
1183
 
New & Logged in Helpdesk System
492
127
52
2
673
 
Assigned (Work not Started)
100
13
3
0
116
17.24
Work In Progress
10
2
0
0
12
1.78
Pending (Waiting on More Info)
212
25
5
2
244
36.26
Resolved/Closed
170
87
44
0
301
44.73
New & Logged by %
73.11
18.87
7.73
0.30
 

Telephone Calls to the IT Service Desk

Total Number of Calls 470
Average Queue Time 4:05
Maximum Queue Time 17:29
% Calls Answered Within Service Target* 83.54%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th September 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
357
368
156
4
885
 
New & Logged in Helpdesk System
357
120
12
4
493
 
Assigned (Work not Started)
111
11
1
0
123
24.95
Work In Progress
9
1
0
0
10
2.03
Pending (Waiting on More Info)
145
27
2
4
178
36.11
Resolved/Closed
92
81
9
0
182
36.92
New & Logged by %
72.41
24.34
2.43
0.81
 

Telephone Calls to the IT Service Desk

Total Number of Calls 368
Average Queue Time 2:59
Maximum Queue Time 16:14
% Calls Answered Within Service Target* 86.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th September 2015

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 367 391 166 3 927  
New & Logged in Helpdesk System 367 132 28 3 530  
Assigned (Work not Started) 84 8 0 0 92 17.36
Work In Progress 4 4 0 0 8 1.51
Pending (Waiting on More Info) 144 45 0 0 189 35.66
Resolved/Closed 135 75 28 3 241 45.47
New & Logged by % 69.25 24.91 5.28 0.57  

Telephone Calls to the IT Service Desk

Total Number of Calls 391
Average Queue Time 03:23:00
Maximum Queue Time 13:57:00
% Calls Answered Within Service Target* 79.96%
*Service Target = 75% of all incoming calls answered within 15 minutes