IT Service Desk Statistics 2017-2018

Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2017-18 Academic Year.

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


 

Summary for Academic Year 2017-2018 to date

Phone Calls (896 2000) 5970
Emails (itservicedesk@tcd.ie) 10203
Walk-In (Aras an Phiarsaigh) 5205
Web Submissions (http://ask.tcd.ie) 255
Total 21633

 


Monthly Summaries

December 2017

Call Source Email Phone Walk-In Web Total
Total Callers
1418
770
549
27
2764
New & Logged in System
1418
458
191
27
2094
Resolved/Closed
807
275
169
16
1267
Avg Closure Within 1 Week (%)
60.50

December Telephone Calls to the IT Service Desk

Total Number of Calls 770
Average Queue Time 4:15
Average Maximum Queue Time 17:48
% Calls Answered Within Service Target* 81.26%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2017

Call Source Email Phone Walk-In Web Total
Total Callers 2407 1494 1222 41 5164
New & Logged in System 2407 846 482 41 3776
Resolved/Closed 1135 620 459 22 2236
Avg Closure Within 1 Week (%) 59.22

November Telephone Calls to the IT Service Desk

Total Number of Calls 1494
Average Queue Time 3:43
Average Maximum Queue Time 13:30
% Calls Answered Within Service Target* 88.44%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

October 2017

Call Source Email Phone Walk-In Web Total
Total Callers
2409
1371
1490
24
5294
New & Logged in System
2409
882
631
24
3946
Resolved/Closed
1139
695
615
9
2458
Avg Closure Within 1 Week (%)
62.29093

October Telephone Calls to the IT Service Desk

Total Number of Calls 1371
Average Queue Time 3:40
Average Maximum Queue Time 15:15
% Calls Answered Within Service Target* 87.55%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2017

Call Source Email Phone Walk-In Web Total
Total Callers
2897
1722
1661
87
6367
New & Logged in System
2897
805
348
87
4137
Resolved/Closed 1341 605 231 57 2234
Avg Closure Within 1 Week (%) 54.00%

September Telephone Calls to the IT Service Desk

Total Number of Calls 1722
Average Queue Time 3:29
Average Maximum Queue Time 16:39
% Calls Answered Within Service Target* 87.60%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 14th January 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
722
364
186
73
1345
 
New & Logged in Service Desk System
722
57
34
73
886
 
Assigned (Work not Started)
148
3
0
15
166
18.74
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
198
14
3
19
234
26.41
Resolved/Closed
376
40
31
39
486
54.85
New & Logged by %
81.49
6.43
3.84
8.24
 

Telephone Calls to the IT Service Desk

Total Number of Calls 364
Average Queue Time 3:36
Maximum Queue Time 15:07
% Calls Answered Within Service Target 82.13%
 

 

Week ending 7th January 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
350
249
97
3
699
 
New & Logged in Service Desk System
350
109
31
3
493
 
Assigned (Work not Started)
45
6
3
0
54
10.95
Work In Progress
0
0
1
0
1
0.20
Pending (Waiting on More Info)
115
25
1
1
142
28.80
Resolved/Closed
190
78
26
2
296
60.04
New & Logged by %
70.99
22.11
6.29
0.61
 

Telephone Calls to the IT Service Desk

Total Number of Calls 249
Average Queue Time 3:41
Maximum Queue Time 11:52
% Calls Answered Within Service Target 89.57%
 

Week ending 24th December 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
499
241
80
7
827
 
New & Logged in Service Desk System
499
79
13
7
598
 
Assigned (Work not Started)
52
11
1
0
64
10.70
Work In Progress
0
0
1
1
2
0.33
Pending (Waiting on More Info)
72
27
1
1
101
16.89
Resolved/Closed
375
41
10
5
431
72.07
New & Logged by %
83.44
13.21
2.17
1.17
 

Telephone Calls to the IT Service Desk

Total Number of Calls 241
Average Queue Time 5:45
Maximum Queue Time 26:31
% Calls Answered Within Service Target 74.29%
 

Week ending 17th December 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
417
236
200
10
863
 
New & Logged in Service Desk System
417
191
87
10
705
 
Assigned (Work not Started)
60
28
1
1
90
12.77
Work In Progress
0
1
0
0
1
0.14
Pending (Waiting on More Info)
139
42
5
3
189
26.81
Resolved/Closed
218
120
81
6
425
60.28
New & Logged by %
59.15
27.09
12.34
1.42
 

Telephone Calls to the IT Service Desk

Total Number of Calls 236
Average Queue Time 3:22
Maximum Queue Time 11:01
% Calls Answered Within Service Target 85.82%
 

Week ending 10th December 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
502
293
269
10
1074
 
New & Logged in Service Desk System
502
188
91
10
791
 
Assigned (Work not Started)
98
13
2
4
117
14.79
Work In Progress
1
1
0
0
2
0.25
Pending (Waiting on More Info)
189
60
11
1
261
33.00
Resolved/Closed
214
114
78
5
411
51.96
New & Logged by %
63.46
23.77
11.50
1.26
 

Telephone Calls to the IT Service Desk

Total Number of Calls 293
Average Queue Time 3:38
Maximum Queue Time 15:52
% Calls Answered Within Service Target 83.67%
 

Week ending 3rd December 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
461
274
255
7
997
 
New & Logged in Service Desk System
461
140
90
7
698
 
Assigned (Work not Started)
118
22
3
1
144
20.63
Work In Progress
1
1
0
0
2
0.29
Pending (Waiting on More Info)
150
25
2
3
180
25.79
Resolved/Closed
192
92
85
3
372
53.30
New & Logged by %
66.05
20.06
12.89
1.00
 

Telephone Calls to the IT Service Desk

Total Number of Calls 274
Average Queue Time 4:13
Maximum Queue Time 14:23
% Calls Answered Within Service Target 87.54%
 

Week ending 26th November 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
499
313
211
11
1034
 
New & Logged in Service Desk System
499
188
66
11
764
 
Assigned (Work not Started)
63
21
1
3
88
11.52
Work In Progress
0
1
0
0
1
0.13
Pending (Waiting on More Info)
171
34
2
2
209
27.36
Resolved/Closed
265
132
63
6
466
60.99
New & Logged by %
65.31
24.61
8.64
1.44
 

Telephone Calls to the IT Service Desk

Total Number of Calls 313
Average Queue Time 3:22
Maximum Queue Time 11:04
% Calls Answered Within Service Target 92.06%
 

Week ending 19th November 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
481
343
340
12
1176
 
New & Logged in Service Desk System
481
193
150
12
836
 
Assigned (Work not Started)
83
14
1
2
100
11.96
Work In Progress
0
1
0
0
1
0.12
Pending (Waiting on More Info)
168
27
6
4
205
24.52
Resolved/Closed
230
151
143
6
530
63.40
New & Logged by %
57.54
23.09
17.94
1.44
 

Telephone Calls to the IT Service Desk

Total Number of Calls 343
Average Queue Time 3:53
Maximum Queue Time 16:10
% Calls Answered Within Service Target 86.80%
 

Week ending 12th November 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
518
321
190
5
1034
 
New & Logged in Service Desk System
518
189
84
5
796
 
Assigned (Work not Started)
90
12
2
0
104
13.07
Work In Progress
1
0
0
0
1
0.13
Pending (Waiting on More Info)
179
33
4
2
218
27.39
Resolved/Closed
248
144
78
3
473
59.42
New & Logged by %
65.08
23.74
10.55
0.63
 

Telephone Calls to the IT Service Desk

Total Number of Calls 321
Average Queue Time 3:54
Maximum Queue Time 13:08
% Calls Answered Within Service Target 85.83%
 

Week ending 5th November 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
448
243
226
6
923
 
New & Logged in Service Desk System
448
136
92
6
682
 
Assigned (Work not Started)
90
10
1
1
102
14.96
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
158
25
1
1
185
27.13
Resolved/Closed
200
101
90
4
395
57.92
New & Logged by %
65.69
19.94
13.49
0.88
 

Telephone Calls to the IT Service Desk

Total Number of Calls 243
Average Queue Time 3:14
Maximum Queue Time 12:47
% Calls Answered Within Service Target 90.00%
 

Week ending 29th October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
559
316
383
4
1262
 
New & Logged in Service Desk System
559
236
160
4
959
 
Assigned (Work not Started)
104
14
3
0
121
12.62
Work In Progress
2
0
0
0
2
0.21
Pending (Waiting on More Info)
194
33
2
3
232
24.19
Resolved/Closed
259
189
155
1
604
62.98
New & Logged by %
58.29
24.61
16.68
0.42
 

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 3:49
Maximum Queue Time 12:29
% Calls Answered Within Service Target 88.52%
 

Week ending 22nd October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
497
289
343
4
1133
 
New & Logged in Service Desk System
497
171
193
4
865
 
Assigned (Work not Started)
77
11
3
0
91
10.52
Work In Progress
0
1
0
0
1
0.12
Pending (Waiting on More Info)
198
18
1
3
220
25.43
Resolved/Closed
222
141
189
1
553
63.93
New & Logged by %
57.46
19.77
22.31
0.46
 

Telephone Calls to the IT Service Desk

Total Number of Calls 289
Average Queue Time 4:39
Maximum Queue Time 20:29
% Calls Answered Within Service Target 80.97%
 

 

Week ending 15th October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
643
386
340
11
1380
 
New & Logged in Service Desk System
643
246
140
11
1040
 
Assigned (Work not Started)
90
18
1
1
110
10.58
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
219
32
2
5
258
24.81
Resolved/Closed
334
196
137
5
672
64.62
New & Logged by %
61.83
23.65
13.46
1.06
 

Telephone Calls to the IT Service Desk

Total Number of Calls 386
Average Queue Time 3:39
Maximum Queue Time 17:36
% Calls Answered Within Service Target 88.25%
 

Week ending 8th October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
710
380
424
5
1519
 
New & Logged in Service Desk System
710
229
138
5
1082
 
Assigned (Work not Started)
110
14
1
0
125
11.55
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
276
46
3
3
328
30.31
Resolved/Closed
324
169
134
2
629
58.13
New & Logged by %
65.62
21.16
12.75
0.46
 

Telephone Calls to the IT Service Desk

Total Number of Calls 380
Average Queue Time 2:35
Maximum Queue Time 10:29
% Calls Answered Within Service Target 92.46%
 

Week ending 1st October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
836
458
697
11
2002
 
New & Logged in Service Desk System
836
287
130
11
1264
 
Assigned (Work not Started)
120
19
3
1
143
11.31
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
307
43
4
1
355
28.09
Resolved/Closed
409
225
123
9
766
60.60
New & Logged by %
66.14
22.71
10.28
0.87
 

Telephone Calls to the IT Service Desk

Total Number of Calls 458
Average Queue Time 2:24
Maximum Queue Time 9:18
% Calls Answered Within Service Target 90.16%
 

Week ending 24th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
744
455
493
21
1713
 
New & Logged in Service Desk System
744
186
130
21
1081
 
Assigned (Work not Started)
114
14
0
0
128
11.84
Work In Progress
0
0
2
1
3
0.28
Pending (Waiting on More Info)
302
34
2
8
346
32.01
Resolved/Closed
328
138
26
12
504
46.62
New & Logged by %
68.83
17.21
12.03
1.94
 

Telephone Calls to the IT Service Desk

Total Number of Calls 455
Average Queue Time 3:59
Maximum Queue Time 16:52
% Calls Answered Within Service Target 84.07%
 

Week ending 17th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
661
414
304
39
1418
 
New & Logged in Service Desk System
661
152
22
39
874
 
Assigned (Work not Started)
109
14
3
2
128
14.65
Work In Progress
3
1
0
0
4
0.46
Pending (Waiting on More Info)
240
30
1
9
280
32.04
Resolved/Closed
309
107
18
28
462
52.86
New & Logged by %
75.63
17.39
2.52
4.46
 

Telephone Calls to the IT Service Desk

Total Number of Calls 414
Average Queue Time 3:44
Maximum Queue Time 20:52
% Calls Answered Within Service Target 88.63%
 

Week ending 10th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 656 395 167 16 1234  
New & Logged in Service Desk System 656 180 66 16 918  
Assigned (Work not Started) 180 16 0 5 201 21.90
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 181 29 2 3 215 23.42
Resolved/Closed 295 135 64 8 502 54.68
New & Logged by % 71.46 19.61 7.19 1.74  

Telephone Calls to the IT Service Desk

Total Number of Calls 395
Average Queue Time 03:52
Maximum Queue Time 19:36
% Calls Answered Within Service Target 87.56%