IT Service Desk Statistics 2016-2017

Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2016-17 Academic Year.

For statistics from previous academic years please click on the relevant link below:


 

Summary for Academic Year 2016-2017 to date

Phone Calls (896 2000)
15264
Emails (itservicedesk@tcd.ie)
22927
Walk-In (Aras an Phiarsaigh)
10174
Web Submissions (http://ask.tcd.ie)
417
Total
48782

 


Monthly Summaries

July 2017

Call Source Email Phone Walk-In Web Total
Total Callers 1707 1068 409 49 3233
New & Logged in System 1707 516 97 49 2369
Resolved/Closed 799 357 91 43 1290
Avg Closure Within 1 Week (%)
54.45

July Telephone Calls to the IT Service Desk

Total Number of Calls
1068
Average Queue Time
2:45
Average Maximum Queue Time
14:53
% Calls Answered Within Service Target*
88.36%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

June 2017

Call Source Email Phone Walk-In Web Total
Total Callers
1474
994
365
44
2877
New & Logged in System
1474
389
134
44
2041
Resolved/Closed
687
250
124
30
1091
Avg Closure Within 1 Week (%)
53.45

June Telephone Calls to the IT Service Desk

Total Number of Calls
994
Average Queue Time
2:51
Average Maximum Queue Time
12:09
% Calls Answered Within Service Target*
89.61%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

May 2017

Call Source Email Phone Walk-In Web Total
Total Callers
2066
1454
646
32
4198
New & Logged in System
2066
769
174
32
3041
Resolved/Closed 875 490 159 11 1535
Avg Closure Within 1 Week (%) 50.48

May Telephone Calls to the IT Service Desk

Total Number of Calls
1454
Average Queue Time
3:25
Average Maximum Queue Time
14:54
% Calls Answered Within Service Target*
86.46%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

April 2017

Call Source Email Phone Walk-In Web Total
Total Callers
1455
975
526
19
2975
New & Logged in System
1455
503
139
19
2116
Resolved/Closed 693 357 135 13 1198
Avg Closure Within 1 Week (%) 56.62

April Telephone Calls to the IT Service Desk

Total Number of Calls
975
Average Queue Time
3:19
Average Maximum Queue Time
12:19
% Calls Answered Within Service Target*
84.34%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

March 2017

Call Source Email Phone Walk-In Web Total
Total Callers
2246
1533
774
43
4596
New & Logged in System
2246
811
114
43
3214
Resolved/Closed
913
552
107
24
1596
Avg Closure Within 1 Week (%)
49.66

March Telephone Calls to the IT Service Desk

Total Number of Calls
1533
Average Queue Time
3:09
Average Maximum Queue Time
12:44
% Calls Answered Within Service Target*
86.07%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

February 2017

Call Source Email Phone Walk-In Web Total
Total Callers
1845
1242
782
36
3905
New & Logged in System
1845
658
83
36
2622
Resolved/Closed
901
427
79
21
1428
Avg Closure Within 1 Week (%)
54.46

February Telephone Calls to the IT Service Desk

Total Number of Calls
1242
Average Queue Time
3:20
Average Maximum Queue Time
15:43
% Calls Answered Within Service Target*
83.05%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2017

Call Source Email Phone Walk-In Web Total
Total Callers
1872
1320
1044
21
4257
New & Logged in System
1872
554
145
21
2592
Resolved/Closed
859
377
134
11
1381
Avg Closure Within 1 Week (%)
53.28

January Telephone Calls to the IT Service Desk

Total Number of Calls
1320
Average Queue Time
2:52
Average Maximum Queue Time
13:29
% Calls Answered Within Service Target*
84.04%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1663
1115
712
16
3506
New & Logged in System
1663
501
112
16
2292
Resolved/Closed
1142
406
112
14
1674
Avg Closure Within 1 Week (%)
73.04

December Telephone Calls to the IT Service Desk

Total Number of Calls
1115
Average Queue Time
3:01
Average Maximum Queue Time
13:43
% Calls Answered Within Service Target*
83.32%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2016

Call Source Email Phone Walk-In Web Total
Total Callers
1950
1257
1104
23
4334
New & Logged in System
1950
588
231
23
2792
Resolved/Closed 817 419 222 72 1530
Avg Closure Within 1 Week (%) 54.80

November Telephone Calls to the IT Service Desk

Total Number of Calls
1257
Average Queue Time
3:05
Average Maximum Queue Time
12:53
% Calls Answered Within Service Target*
85.41%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

October 2016

Call Source Email Phone Walk-In Web Total
Total Callers
2538
1703
1726
25
5992
New & Logged in System
2538
730
271
25
3564
Resolved/Closed
1113
519
256
12
1900
Avg Closure Within 1 Week (%)
53.31

October Telephone Calls to the IT Service Desk

Total Number of Calls
1703
Average Queue Time
3:31
Average Maximum Queue Time
15:29
% Calls Answered Within Service Target*
86.97%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

September 2016

Call Source Email Phone Walk-In Web Total
Total Callers
3383
2132
1859
87
7461
New & Logged in System
3383
1035
480
87
4985
Resolved/Closed
1557
747
461
55
2820
Avg Closure Within 1 Week (%)
56.57

September Telephone Calls to the IT Service Desk

Total Number of Calls
2132
Average Queue Time
3:20
Average Maximum Queue Time
13:04
% Calls Answered Within Service Target*
84.58%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 13th August 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
341
206
79
11
637
 
New & Logged in Service Desk System
341
71
27
11
450
 
Assigned (Work not Started)
78
7
1
2
88
19.56
Work In Progress
0
1
0
0
1
0.22
Pending (Waiting on More Info)
105
18
1
2
126
28.00
Resolved/Closed
158
45
25
7
235
52.22
New & Logged by %
75.78
15.78
6.00
2.44
 

Telephone Calls to the IT Service Desk

Total Number of Calls 206
Average Queue Time 3:19
Maximum Queue Time 9:39
% Calls Answered Within Service Target* 91.56%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th August 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
387
265
148
11
811
 
New & Logged in Service Desk System
387
134
35
11
567
 
Assigned (Work not Started)
70
16
0
2
88
15.52
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
119
38
0
1
158
27.87
Resolved/Closed
198
80
35
8
321
56.61
New & Logged by %
68.25
23.63
6.17
1.94
 

Telephone Calls to the IT Service Desk

Total Number of Calls 265
Average Queue Time 2:40
Maximum Queue Time 10:45:00
% Calls Answered Within Service Target* 89.83%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th July 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 360 250 106 6 722  
New & Logged in Service Desk System 360 123 11 6 500  
Assigned (Work not Started) 79 12 0 0 91 18.20
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 119 32 0 2 153 30.60
Resolved/Closed 162 79 11 4 256 51.20
New & Logged by % 72.00 24.60 2.20 1.20  

Telephone Calls to the IT Service Desk

Total Number of Calls 250
Average Queue Time 03:36
Maximum Queue Time 10:22:00
% Calls Answered Within Service Target* 88.65%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 23rd July 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
349
248
92
6
695
 
New & Logged in Service Desk System
349
96
22
6
473
 
Assigned (Work not Started)
54
12
0
1
67
14.16
Work In Progress
3
0
0
0
3
0.63
Pending (Waiting on More Info)
117
29
2
0
148
31.29
Resolved/Closed
175
55
20
5
255
53.91
New & Logged by %
73.78
20.30
4.65
1.27
 

Telephone Calls to the IT Service Desk

Total Number of Calls 248
Average Queue Time 2:56
Maximum Queue Time 17:54
% Calls Answered Within Service Target* 86.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th July 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
506
279
102
7
894
 
New & Logged in Service Desk System
506
143
41
7
697
 
Assigned (Work not Started)
95
12
0
0
107
15.35
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
210
24
3
0
237
34.00
Resolved/Closed
201
107
38
7
353
50.65
New & Logged by %
72.60
20.52
5.88
1.00
 

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 00:18:24
Maximum Queue Time 15:50:00
% Calls Answered Within Service Target* 90.85%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th July 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
492
291
109
30
922
 
New & Logged in Service Desk System
492
154
23
30
699
 
Assigned (Work not Started)
82
6
1
1
90
12.88
Work In Progress
0
1
0
0
1
0.14
Pending (Waiting on More Info)
149
31
0
2
182
26.04
Resolved/Closed
261
116
22
27
426
60.94
New & Logged by %
70.39
22.03
3.29
4.29
 

Telephone Calls to the IT Service Desk

Total Number of Calls 291
Average Queue Time 4:10
Maximum Queue Time 15:27
% Calls Answered Within Service Target* 86.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd July 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
417
277
70
8
772
 
New & Logged in Service Desk System
417
88
23
8
536
 
Assigned (Work not Started)
125
18
0
1
144
26.87
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
112
23
1
2
138
25.75
Resolved/Closed
179
47
22
5
253
47.20
New & Logged by %
77.80
16.42
4.29
1.49
 

Telephone Calls to the IT Service Desk

Total Number of Calls 277
Average Queue Time 2:54
Maximum Queue Time 8:23
% Calls Answered Within Service Target* 87.38%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th June 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
346
238
103
11
698
 
New & Logged in Service Desk System
346
106
34
11
497
 
Assigned (Work not Started)
64
15
0
2
81
16.30
Work In Progress
1
1
0
0
2
0.40
Pending (Waiting on More Info)
112
28
1
2
143
28.77
Resolved/Closed
169
62
33
7
271
54.53
New & Logged by %
69.62
21.33
6.84
2.21
 

Telephone Calls to the IT Service Desk

Total Number of Calls 238
Average Queue Time 4:37
Maximum Queue Time 17:51
% Calls Answered Within Service Target* 89.39%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th June 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
386
249
102
17
754
 
New & Logged in Service Desk System
386
90
52
17
545
 
Assigned (Work not Started)
86
5
1
1
93
17.06
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
125
18
5
3
151
27.71
Resolved/Closed
175
67
46
13
301
55.23
New & Logged by %
70.83
16.51
9.54
3.12
 

Telephone Calls to the IT Service Desk

Total Number of Calls 249
Average Queue Time 1:32
Maximum Queue Time 8:59
% Calls Answered Within Service Target* 92.88%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th June 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 325 230 90 8 653  
New & Logged in Service Desk System 325 105 25 8 463  
Assigned (Work not Started) 75 15 0 0 90 19.44
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 86 16 2 3 107 23.11
Resolved/Closed 164 74 23 5 266 57.45
New & Logged by % 70.19 22.68 5.40 1.73  

Telephone Calls to the IT Service Desk

Total Number of Calls 230
Average Queue Time 2:22
Maximum Queue Time 13:25
% Calls Answered Within Service Target* 88.80%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th June 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
421
271
162
8
862
 
New & Logged in Service Desk System
421
167
31
8
627
 
Assigned (Work not Started)
82
19
1
3
105
16.75
Work In Progress
2
0
0
0
2
0.32
Pending (Waiting on More Info)
30
37
0
2
69
11.00
Resolved/Closed
130
111
30
3
274
43.70
New & Logged by %
67.15
26.63
4.94
1.28
 

Telephone Calls to the IT Service Desk

Total Number of Calls 271
Average Queue Time 3:34
Maximum Queue Time 20:24
% Calls Answered Within Service Target* 84.86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th May 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 446 284 131 9 870  
New & Logged in Service Desk System 446 140 48 9 643  
Assigned (Work not Started) 144 10 0 4 158 24.57
Work In Progress 5 0 0 0 5 0.78
Pending (Waiting on More Info) 105 36 3 5 149 23.17
Resolved/Closed 192 94 45 0 331 51.48
New & Logged by % 69.36 21.77 7.47 1.40  

Telephone Calls to the IT Service Desk

Total Number of Calls 284
Average Queue Time 03:02
Maximum Queue Time 10:08
% Calls Answered Within Service Target* 90.45%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 21st May 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 392 383 150 5 930  
New & Logged in Service Desk System 392 158 30 5 585  
Assigned (Work not Started) 90 17 1 3 111 18.97
Work In Progress 1 1 0 0 2 0.34
Pending (Waiting on More Info) 136 48 5 1 190 32.48
Resolved/Closed 165 92 24 1 282 48.21
New & Logged by % 67.01 27.01 5.13 0.85  

Telephone Calls to the IT Service Desk

Total Number of Calls 383
Average Queue Time 3:30
Maximum Queue Time 12:59
% Calls Answered Within Service Target* 83.26%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th May 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
433
260
113
8
814
 
New & Logged in Service Desk System
433
186
22
8
649
 
Assigned (Work not Started)
87
18
1
2
108
16.64
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
120
55
1
1
177
27.27
Resolved/Closed
226
113
20
5
364
56.09
New & Logged by %
66.72
28.66
3.39
1.23
 

Telephone Calls to the IT Service Desk

Total Number of Calls 260
Average Queue Time 3:00
Maximum Queue Time 17:16
% Calls Answered Within Service Target* 85.76%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th May 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
374
256
90
2
722
 
New & Logged in Service Desk System
374
118
43
2
537
 
Assigned (Work not Started)
86
12
1
0
99
18.44
Work In Progress
1
1
0
0
2
0.37
Pending (Waiting on More Info)
125
25
2
0
152
28.31
Resolved/Closed
162
80
40
2
284
52.89
New & Logged by %
69.65
21.97
8.01
0.37
 

Telephone Calls to the IT Service Desk

Total Number of Calls 256
Average Queue Time 3:59
Maximum Queue Time 13:45
% Calls Answered Within Service Target* 87.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th April 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
435
316
134
4
889
 
New & Logged in Service Desk System
435
172
41
4
652
 
Assigned (Work not Started)
83
15
0
0
98
15.03
Work In Progress
2
0
0
0
2
0.31
Pending (Waiting on More Info)
129
23
1
2
155
23.77
Resolved/Closed
221
134
40
2
397
60.89
New & Logged by %
66.72
26.38
6.29
0.61
 

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 3:41
Maximum Queue Time 13:22
% Calls Answered Within Service Target* 84.04%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd April 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
318
199
122
6
645
 
New & Logged in Service Desk System
318
82
42
6
448
 
Assigned (Work not Started)
58
10
0
1
69
15.40
Work In Progress
3
0
0
0
3
0.67
Pending (Waiting on More Info)
100
18
1
1
120
26.79
Resolved/Closed
157
54
41
4
256
57.14
New & Logged by %
70.98
18.30
9.38
1.34
100.00
 

Telephone Calls to the IT Service Desk

Total Number of Calls 199
Average Queue Time 4:48
Maximum Queue Time 17:09
% Calls Answered Within Service Target* 88.34%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th April 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
294
179
116
1
590
 
New & Logged in Service Desk System
294
122
25
1
442
 
Assigned (Work not Started)
40
10
0
0
50
11.31
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
123
26
0
0
149
33.71
Resolved/Closed
131
86
25
1
243
54.98
New & Logged by %
66.52
27.60
5.66
0.23
100.00
 

Telephone Calls to the IT Service Desk

Total Number of Calls 179
Average Queue Time 2:09
Maximum Queue Time 7:21
% Calls Answered Within Service Target* 85.24%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th April 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 408 281 154 8 851
New & Logged in Service Desk System 408 127 31 8 574
Assigned (Work not Started) 84 16 0 1 101 17.60
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 140 28 2 1 171 29.79
Resolved/Closed 184 83 29 6 302 52.61
New & Logged by % 71.08 22.13 5.40 1.39 100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 281
Average Queue Time 02:41
Maximum Queue Time 11:25
% Calls Answered Within Service Target* 79.77
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 2nd April 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 437 318 151 5 911  
New & Logged in Service Desk System 437 145 36 5 623  
Assigned (Work not Started) 64 11 1 0 76 12.20
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 123 24 0 2 149 23.92
Resolved/Closed 250 110 35 3 398 63.88
New & Logged by % 70.14 23.27 5.78 0.80 100.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 318
Average Queue Time 03:21
Maximum Queue Time 10:57
% Calls Answered Within Service Target* 86.41
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 26th March 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 430 296 163 9 898  
New & Logged in Service Desk System 430 135 13 9 587  
Assigned (Work not Started) 92 21 0 1 114 19.42
Work In Progress 0 1 0 0 1 0.17
Pending (Waiting on More Info) 147 35 2 2 186 31.69
Resolved/Closed 191 78 11 6 286 48.72
New & Logged by % 73.25 23.00 2.21 1.53 100.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 296
Average Queue Time 02:58
Maximum Queue Time 15:25
% Calls Answered Within Service Target* 83.81
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 19th March 2017 (4 day week)

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
294
236
148
13
691
 
New & Logged in Service Desk System
294
147
24
13
478
 
Assigned (Work not Started)
66
19
0
2
87
18.20
Work In Progress
5
0
0
0
5
1.05
Pending (Waiting on More Info)
113
30
0
4
147
30.75
Resolved/Closed
110
98
24
7
239
50.00
New & Logged by %
61.51
30.75
5.02
2.72
100.00
 

Telephone Calls to the IT Service Desk

Total Number of Calls 236
Average Queue Time 4:07
Maximum Queue Time 14:27
% Calls Answered Within Service Target* 84.78
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th March 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
468
339
182
9
998
 
New & Logged in Service Desk System
468
161
30
9
668
 
Assigned (Work not Started)
74
16
2
2
94
14.07
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
180
39
1
4
224
33.53
Resolved/Closed
214
106
27
3
350
52.40
New & Logged by %
70.06
24.10
4.49
1.35
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 339
Average Queue Time 2:56
Maximum Queue Time 13:04
% Calls Answered Within Service Target* 88.28
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th March 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
617
344
130
7
1098
 
New & Logged in Service Desk System
617
223
11
7
858
 
Assigned (Work not Started)
84
25
0
0
109
12.70
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
385
38
1
2
426
49.65
Resolved/Closed
148
160
10
5
323
37.65
New & Logged by %
71.91
25.99
1.28
0.82
100.00
100.00 

Telephone Calls to the IT Service Desk

Total Number of Calls 344
Average Queue Time 2:24
Maximum Queue Time 9:49
% Calls Answered Within Service Target* 87.09%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th February 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
366
308
173
7
854
 
New & Logged in Service Desk System
366
128
36
7
537
 
Assigned (Work not Started)
66
21
0
3
90
16.76
Work In Progress
0
1
0
0
1
0.19
Pending (Waiting on More Info)
131
27
1
0
159
29.61
Resolved/Closed
169
79
35
4
287
53.45
New & Logged by %
68.16
23.84
6.70
1.30
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 308
Average Queue Time 3:14
Maximum Queue Time 12:55
% Calls Answered Within Service Target* 84.62%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 19th February 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
459
325
178
7
969
 
New & Logged in Service Desk System
459
166
4
7
636
 
Assigned (Work not Started)
79
0
0
0
79
12.42
Work In Progress
0
21
0
1
22
3.46
Pending (Waiting on More Info)
172
36
0
4
212
33.33
Resolved/Closed
208
109
4
2
323
50.79
New & Logged by %
72.17
26.10
0.63
1.10
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 325
Average Queue Time 2:14
Maximum Queue Time 9:33
% Calls Answered Within Service Target* 78.50%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th February 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
538
278
210
9
1035
 
New & Logged in Service Desk System
538
180
12
9
739
 
Assigned (Work not Started)
98
26
0
2
126
17.05
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
175
31
0
1
207
28.01
Resolved/Closed
265
123
12
6
406
54.94
New & Logged by %
72.80
24.36
1.62
1.22
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 278
Average Queue Time 3:21
Maximum Queue Time 15:25
% Calls Answered Within Service Target* 85.76%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th February 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
482
331
221
13
1047
 
New & Logged in Service Desk System
482
184
31
13
710
 
Assigned (Work not Started)
55
23
0
0
78
10.99
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
169
45
3
4
221
31.13
Resolved/Closed
259
116
28
9
412
58.03
New & Logged by %
67.89
25.92
4.37
1.83
100.00
100.14

Telephone Calls to the IT Service Desk

Total Number of Calls
331
Average Queue Time
04:33
Maximum Queue Time
25:00
% Calls Answered Within Service Target*
83:33%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th January 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
448
305
309
5
1067
 
New & Logged in Service Desk System
448
153
32
5
638
 
Assigned (Work not Started)
57
13
0
2
72
11.29
Work In Progress
2
0
0
0
2
0.31
Pending (Waiting on More Info)
188
31
3
1
223
34.95
Resolved/Closed
201
109
29
2
341
53.45
New & Logged by %
70.22
23.98
5.02
0.78
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls
305
Average Queue Time
04:00
Maximum Queue Time
17:21:00
% Calls Answered Within Service Target*
86.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd January 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
541
376
379
11
1307
 
New & Logged in Service Desk System
541
163
40
11
755
 
Assigned (Work not Started)
87
17
0
1
105
13.91
Work In Progress
2
1
1
0
4
0.53
Pending (Waiting on More Info)
211
28
2
4
245
32.45
Resolved/Closed
241
117
37
6
401
53.11
New & Logged by %
71.66
21.59
5.30
1.46
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 376
Average Queue Time 2:51
Maximum Queue Time 11:53
% Calls Answered Within Service Target* 83.93%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 15th January 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
505
371
230
4
1110
 
New & Logged in Service Desk System
505
157
47
4
713
 
Assigned (Work not Started)
40
15
0
1
56
7.85
Work In Progress
1
1
0
0
2
0.28
Pending (Waiting on More Info)
204
42
3
1
250
35.06
Resolved/Closed
260
99
44
2
405
56.80
New & Logged by %
70.83
22.02
6.59
0.56
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 371
Average Queue Time 3:46
Maximum Queue Time 15:02
% Calls Answered Within Service Target* 83.71%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th January 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
378
268
126
1
773
 
New & Logged in Service Desk System
378
81
26
1
486
 
Assigned (Work not Started)
64
6
0
0
70
14.40
Work In Progress
1
0
0
0
1
0.21
Pending (Waiting on More Info)
156
23
2
0
181
37.24
Resolved/Closed
157
52
24
1
234
48.15
New & Logged by %
77.78
16.67
5.35
0.21
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 268
Average Queue Time 2:01
Maximum Queue Time 9:42
% Calls Answered Within Service Target* 82.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th December 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
224
186
86
3
499
 
New & Logged in Service Desk System
224
71
18
3
316
 
Assigned (Work not Started)
22
3
0
1
26
8.23
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
29
8
0
0
37
11.71
Resolved/Closed
173
60
18
2
253
80.06
New & Logged by %
70.89
22.47
5.70
0.95
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 186
Average Queue Time 1:35
Maximum Queue Time 5:20
% Calls Answered Within Service Target* 74.10%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th December 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
375
284
163
6
828
 
New & Logged in Service Desk System
375
111
31
6
523
 
Assigned (Work not Started)
30
11
0
0
41
7.84
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
41
7
0
0
48
9.18
Resolved/Closed
304
93
31
6
434
82.98
New & Logged by %
71.70
21.22
5.93
1.15
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 284
Average Queue Time 3:21
Maximum Queue Time 14:28
% Calls Answered Within Service Target* 88.75%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th December 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
579
312
223
2
1116
 
New & Logged in Service Desk System
579
168
28
2
777
 
Assigned (Work not Started)
53
17
0
0
70
9.01
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
226
34
0
1
261
33.59
Resolved/Closed
300
117
28
1
446
57.40
New & Logged by %
74.52
21.62
3.60
0.26
100.00
142.86

Telephone Calls to the IT Service Desk

Total Number of Calls 312
Average Queue Time 3:40
Maximum Queue Time 20:01
% Calls Answered Within Service Target* 86.83%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th December 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
485
333
240
5
1063
 
New & Logged in Service Desk System
485
151
35
5
676
 
Assigned (Work not Started)
49
8
0
0
57
8.43
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
71
7
0
0
78
11.54
Resolved/Closed
365
136
35
5
541
80.03
New & Logged by %
71.75
22.34
5.18
0.74
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 333
Average Queue Time 3:29
Maximum Queue Time 15:05
% Calls Answered Within Service Target* 83.63%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th November 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
502
317
264
7
1090
 
New & Logged in Service Desk System
502
138
44
7
691
 
Assigned (Work not Started)
67
7
0
0
74
10.71
Work In Progress
2
1
0
0
3
0.43
Pending (Waiting on More Info)
197
29
2
4
232
33.57
Resolved/Closed
236
101
42
3
382
55.28
New & Logged by %
72.65
19.97
6.37
1.01
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 3:30
Maximum Queue Time 16:54
% Calls Answered Within Service Target* 90.03%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 20th November 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
505
401
345
7
1258
 
New & Logged in Service Desk System
505
151
64
7
727
 
Assigned (Work not Started)
98
12
1
1
112
15.41
Work In Progress
2
0
0
0
2
0.28
Pending (Waiting on More Info)
199
40
2
1
242
33.29
Resolved/Closed
206
99
61
5
371
51.03
New & Logged by %
69.46
20.77
8.80
0.96
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 401
Average Queue Time 3:09
Maximum Queue Time 14:02
% Calls Answered Within Service Target* 79.72%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th November 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
494
301
251
2
1048
 
New & Logged in Service Desk System
494
168
64
2
728
 
Assigned (Work not Started)
148
9
1
1
159
21.84
Work In Progress
1
0
0
0
1
0.14
Pending (Waiting on More Info)
163
32
1
1
197
27.06
Resolved/Closed
182
127
62
62
433
59.48
New & Logged by %
67.86
23.08
8.79
0.27
100.00
108.52

Telephone Calls to the IT Service Desk

Total Number of Calls 301
Average Queue Time 3:09
Maximum Queue Time 9:10
% Calls Answered Within Service Target* 85.03%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 6th November 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
449
238
244
7
938
 
New & Logged in Service Desk System
449
131
59
7
646
 
Assigned (Work not Started)
52
9
0
1
62
9.60
Work In Progress
1
0
0
0
1
0.15
Pending (Waiting on More Info)
203
30
2
4
239
37.00
Resolved/Closed
193
92
57
2
344
53.25
New & Logged by %
69.50
20.28
9.13
1.08
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 238
Average Queue Time 2:35
Maximum Queue Time 11:27
% Calls Answered Within Service Target* 86.86%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th October 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
510
354
327
3
1194
 
New & Logged in Service Desk System
510
188
40
3
741
 
Assigned (Work not Started)
59
16
0
2
77
10.39
Work In Progress
3
2
0
0
5
0.67
Pending (Waiting on More Info)
194
33
3
1
231
31.17
Resolved/Closed
254
137
37
0
428
57.76
New & Logged by %
68.83
25.37
5.40
0.40
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 354
Average Queue Time 3:21
Maximum Queue Time 16:17
% Calls Answered Within Service Target* 85.44%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd October 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
609
424
481
7
1521
 
New & Logged in Service Desk System
609
150
44
7
810
 
Assigned (Work not Started)
76
9
1
2
88
10.86
Work In Progress
1
0
0
0
1
0.12
Pending (Waiting on More Info)
263
35
1
1
300
37.04
Resolved/Closed
169
106
42
4
321
39.63
New & Logged by %
75.19
18.52
5.43
0.86
100.00
87.65

Telephone Calls to the IT Service Desk

Total Number of Calls 424
Average Queue Time 2:47
Maximum Queue Time 11:58
% Calls Answered Within Service Target* 91.77%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th October 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
665
473
384
6
1528
 
New & Logged in Service Desk System
665
207
82
6
960
 
Assigned (Work not Started)
66
15
1
2
84
8.75
Work In Progress
1
0
0
0
1
0.10
Pending (Waiting on More Info)
270
47
1
1
319
33.23
Resolved/Closed
328
145
80
3
556
57.92
New & Logged by %
69.27
21.56
8.54
0.63
100.00
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 473
Average Queue Time 4:27
Maximum Queue Time 18:12
% Calls Answered Within Service Target* 86.03%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th October 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
754
452
534
9
1749
 
New & Logged in Service Desk System
754
185
105
9
1053
 
Assigned (Work not Started)
106
10
1
1
118
11.21
Work In Progress
4
4
0
0
8
0.76
Pending (Waiting on More Info)
282
40
7
3
332
31.53
Resolved/Closed
362
131
97
5
595
56.51
New & Logged by %
71.60
17.57
9.97
0.85
100.00

Telephone Calls to the IT Service Desk

Total Number of Calls 452
Average Queue Time 3:10
Maximum Queue Time 17:03
% Calls Answered Within Service Target* 84.62
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd October 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
820
557
744
28
2149
 
New & Logged in Service Desk System
820
329
128
28
1305
 
Assigned (Work not Started)
141
19
3
4
167
12.80
Work In Progress
2
0
0
0
2
0.15
Pending (Waiting on More Info)
326
65
4
2
397
30.42
Resolved/Closed
351
245
121
22
739
56.63
New & Logged by %
62.84
25.21
9.81
2.15
 

Telephone Calls to the IT Service Desk

Total Number of Calls 557
Average Queue Time 3:38
Maximum Queue Time 13:39
% Calls Answered Within Service Target* 81.91
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th September 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
760
387
455
25
1627
 
New & Logged in Service Desk System
760
205
112
25
1102
 
Assigned (Work not Started)
117
10
3
3
133
12.07
Work In Progress
0
1
0
0
1
0.09
Pending (Waiting on More Info)
323
36
1
7
367
33.30
Resolved/Closed
320
158
108
15
601
54.54
New & Logged by %
68.97
18.60
10.16
2.27
 

Telephone Calls to the IT Service Desk

Total Number of Calls 387
Average Queue Time 3:23
Maximum Queue Time 12:00
% Calls Answered Within Service Target* 85.62
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th September 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
625
399
319
14
1357
 
New & Logged in Service Desk System
625
184
99
14
922
 
Assigned (Work not Started)
90
12
1
2
105
11.39
Work In Progress
1
1
0
0
2
0.22
Pending (Waiting on More Info)
284
41
1
4
330
35.79
Resolved/Closed
250
130
97
8
485
52.60
New & Logged by %
67.79
19.96
10.74
1.52
 

Telephone Calls to the IT Service Desk

Total Number of Calls 399
Average Queue Time 3:48
Maximum Queue Time 13:47
% Calls Answered Within Service Target* 85.99
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th September 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
612
407
221
16
1256
 
New & Logged in Service Desk System
612
138
84
16
850
 
Assigned (Work not Started)
87
15
0
4
106
12.47
Work In Progress
5
1
1
0
7
0.82
Pending (Waiting on More Info)
211
33
3
4
251
29.53
Resolved/Closed
309
89
80
8
486
57.18
New & Logged by %
72.00
16.24
9.88
1.88
 

Telephone Calls to the IT Service Desk

Total Number of Calls 407
Average Queue Time 3:32
Maximum Queue Time 15:01
% Calls Answered Within Service Target* 83.71
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th September 2016

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
566
382
120
4
1072
 
New & Logged in Service Desk System
566
179
57
4
806
 
Assigned (Work not Started)
51
35
0
0
86
10.67
Work In Progress
76
13
1
1
91
11.29
Pending (Waiting on More Info)
163
41
1
1
206
25.56
Resolved/Closed
327
125
55
2
509
63.15
New & Logged by %
70.22
22.21
7.07
0.50
 

Telephone Calls to the IT Service Desk

Total Number of Calls 382
Average Queue Time 2:40
Maximum Queue Time 10:56
% Calls Answered Within Service Target 85.65%