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) 14951
Emails (itservicedesk@tcd.ie) 24419
Walk-In (Aras an Phiarsaigh) 10014
Web Submissions (http://ask.tcd.ie) 695
Total 50079

 


Monthly Summaries

July 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1670
1169
472
21
3332
New & Logged in System
1670
398
141
21
2230
Resolved/Closed 869 253 125 14 1261
Avg Closure Within 1 Week (%) 56.55

July Telephone Calls to the IT Service Desk

Total Number of Calls 1169
Average Queue Time 3:15
Average Maximum Queue Time 14:11
% Calls Answered Within Service Target* 86.84%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

June 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1953
1194
404
27
3578
New & Logged in System
1953
425
159
27
2564
Resolved/Closed
1101
263
148
20
1532
Avg Closure Within 1 Week (%)
59.75

June Telephone Calls to the IT Service Desk

Total Number of Calls 1194
Average Queue Time 3:23
Average Maximum Queue Time 14:54
% Calls Answered Within Service Target* 84.65%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

May 2018

Call Source Email Phone Walk-In Web Total
Total Callers
2010
1381
569
27
3987
New & Logged in System
2010
511
172
27
2720
Resolved/Closed
1276
377
153
25
1831
Avg Closure Within 1 Week (%)
67.31

May Telephone Calls to the IT Service Desk

Total Number of Calls 1381
Average Queue Time 3:42
Average Maximum Queue Time 15:29
% Calls Answered Within Service Target* 87.44%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1984
1317
547
36
3884
New & Logged in System
1984
451
230
36
2701
Resolved/Closed
999
288
201
19
1507
Avg Closure Within 1 Week (%)
55.79415

April Telephone Calls to the IT Service Desk

Total Number of Calls 1317
Average Queue Time 4:49
Average Maximum Queue Time 16:40
% Calls Answered Within Service Target* 80.52%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1955
1112
663
49
3779
New & Logged in System
1955
468
279
49
2751
Resolved/Closed 1097 314 259 37 1707
Avg Closure Within 1 Week (%) 62.05

March Telephone Calls to the IT Service Desk

Total Number of Calls 1112
Average Queue Time 4:11
Average Maximum Queue Time 15:50
% Calls Answered Within Service Target* 86.80%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

February 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1884
1146
750
20
3800
New & Logged in System
1884
591
231
20
2726
Resolved/Closed 969 431 198 15 1613
Avg Closure Within 1 Week (%) 59.17

February Telephone Calls to the IT Service Desk

Total Number of Calls 1146
Average Queue Time 3:29
Average Maximum Queue Time 12:17
% Calls Answered Within Service Target* 86.67%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2018

Call Source Email Phone Walk-In Web Total
Total Callers
3360
1943
1552
332
7187
New & Logged in System
3360
469
406
332
4567
Resolved/Closed
1977
360
380
208
2925
Avg Closure Within 1 Week (%)
64.04

January Telephone Calls to the IT Service Desk

Total Number of Calls 1943
Average Queue Time 3:55
Average Maximum Queue Time 15:41
% Calls Answered Within Service Target* 84.40%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

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 5th August 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
472
332
135
4
943
 
New & Logged in Service Desk System
472
135
33
4
644
 
Assigned (Work not Started)
88
9
1
1
99
15.37
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
143
42
3
2
190
29.50
Resolved/Closed
241
84
29
1
355
55.12
New & Logged by %
73.29
20.96
5.12
0.62
 

Telephone Calls to the IT Service Desk

Total Number of Calls 332
Average Queue Time 3:31
Maximum Queue Time 12:18
% Calls Answered Within Service Target 85.64%
 

Week ending 29th July 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
413
330
128
5
876
 
New & Logged in Service Desk System
413
104
43
5
565
 
Assigned (Work not Started)
38
1
1
3
43
7.61
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
103
20
4
0
127
22.48
Resolved/Closed
272
83
38
2
395
69.91
New & Logged by %
73.10
18.41
7.61
0.88
 

Telephone Calls to the IT Service Desk

Total Number of Calls 330
Average Queue Time 2:53
Maximum Queue Time 13:12
% Calls Answered Within Service Target 86.16%
 

 

Week ending 22nd July 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
426
284
107
2
819
 
New & Logged in Service Desk System
426
99
48
2
575
 
Assigned (Work not Started)
98
5
1
0
104
18.09
Work In Progress
3
0
0
0
3
0.52
Pending (Waiting on More Info)
112
34
4
0
150
26.09
Resolved/Closed
213
60
43
2
318
55.30
New & Logged by %
74.09
17.22
8.35
0.35
 

Telephone Calls to the IT Service Desk

Total Number of Calls 284
Average Queue Time 3:39
Maximum Queue Time 11:58
% Calls Answered Within Service Target 88.54%
 

 

Week ending 15th July 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
386
308
121
7
822
 
New & Logged in Service Desk System
386
87
17
7
497
 
Assigned (Work not Started)
43
6
0
0
49
9.86
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
183
39
2
2
226
45.47
Resolved/Closed
160
42
15
5
222
44.67
New & Logged by %
77.67
17.51
3.42
1.41
 

Telephone Calls to the IT Service Desk

Total Number of Calls 308
Average Queue Time 3:59
Maximum Queue Time 18:09
% Calls Answered Within Service Target 84.76%
 

Week ending 8th July 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
445
247
116
7
815
 
New & Logged in Service Desk System
445
108
33
7
593
 
Assigned (Work not Started)
59
7
1
1
68
11.47
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
162
33
3
1
199
33.56
Resolved/Closed
224
68
29
5
326
54.97
New & Logged by %
75.04
18.21
5.56
1.18
 

Telephone Calls to the IT Service Desk

Total Number of Calls 247
Average Queue Time 2:30
Maximum Queue Time 13:26
% Calls Answered Within Service Target 87.90%
 

Week ending 1st July 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
432
261
85
4
782
 
New & Logged in Service Desk System
432
117
17
4
570
 
Assigned (Work not Started)
79
14
0
0
93
16.32
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
123
34
1
1
159
27.89
Resolved/Closed
230
69
16
3
318
55.79
New & Logged by %
75.79
20.53
2.98
0.70
 

Telephone Calls to the IT Service Desk

Total Number of Calls 261
Average Queue Time 3:44
Maximum Queue Time 13:14
% Calls Answered Within Service Target 89.08%
 

Week ending 24th June 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
727
279
109
8
1123
 
New & Logged in Service Desk System
727
123
32
8
890
 
Assigned (Work not Started)
78
5
2
1
86
9.66
Work In Progress
1
0
0
0
1
0.11
Pending (Waiting on More Info)
148
41
3
0
192
21.57
Resolved/Closed
500
77
27
7
611
68.65
New & Logged by %
81.69
13.82
3.60
0.90
 

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 3:23
Maximum Queue Time 10:51
% Calls Answered Within Service Target 85.32%
 

Week ending 17th June 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
460
317
137
4
918
 
New & Logged in Service Desk System
460
91
60
4
615
 
Assigned (Work not Started)
80
7
1
0
88
14.31
Work In Progress
3
0
0
0
3
0.49
Pending (Waiting on More Info)
146
24
2
2
174
28.29
Resolved/Closed
231
60
57
2
350
56.91
New & Logged by %
74.80
14.80
9.76
0.65
 

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 3:31
Maximum Queue Time 17:45
% Calls Answered Within Service Target 86.50%
 

Week ending 10th June 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
334
337
73
11
755
 
New & Logged in Service Desk System
334
94
50
11
489
 
Assigned (Work not Started)
64
8
0
3
75
15.34
Work In Progress
0
2
0
0
2
0.41
Pending (Waiting on More Info)
130
27
2
0
159
32.52
Resolved/Closed
140
57
48
8
253
51.74
New & Logged by %
68.30
19.22
10.22
2.25
 

Telephone Calls to the IT Service Desk

Total Number of Calls 337
Average Queue Time 2:56
Maximum Queue Time 17:46
% Calls Answered Within Service Target 77.70%
 

Week ending 3rd June 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
411
281
123
4
819
 
New & Logged in Service Desk System
411
103
40
4
558
 
Assigned (Work not Started)
51
9
1
0
61
10.93
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
76
11
1
0
88
15.77
Resolved/Closed
284
83
38
4
409
73.30
New & Logged by %
73.66
18.46
7.17
0.72
 

Telephone Calls to the IT Service Desk

Total Number of Calls 281
Average Queue Time 3:12
Maximum Queue Time 14:52
% Calls Answered Within Service Target 90.35%
 

Week ending 27th May 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
382
279
96
6
763
 
New & Logged in Service Desk System
382
121
37
6
546
 
Assigned (Work not Started)
52
8
1
0
61
11.17
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
124
36
8
1
169
30.95
Resolved/Closed
206
77
28
5
316
57.88
New & Logged by %
69.96
22.16
6.78
1.10
 

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 4:30
Maximum Queue Time 19:26
% Calls Answered Within Service Target 83.48%
 

Week ending 20th May 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
358
239
109
6
712
 
New & Logged in Service Desk System
358
115
22
6
501
 
Assigned (Work not Started)
40
10
0
0
50
9.98
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
52
13
0
0
65
12.97
Resolved/Closed
266
92
22
6
386
77.05
New & Logged by %
71.46
22.95
4.39
1.20
 

Telephone Calls to the IT Service Desk

Total Number of Calls 239
Average Queue Time 4:17
Maximum Queue Time 14:19
% Calls Answered Within Service Target 87.55%
 

Week ending 13th May 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
368
244
86
6
704
 
New & Logged in Service Desk System
368
83
30
6
487
 
Assigned (Work not Started)
50
5
1
0
56
11.50
Work In Progress
1
0
0
0
1
0.21
Pending (Waiting on More Info)
124
27
5
0
156
32.03
Resolved/Closed
193
51
24
6
274
56.26
New & Logged by %
75.56
17.04
6.16
1.23
 

Telephone Calls to the IT Service Desk

Total Number of Calls 244
Average Queue Time 3:22
Maximum Queue Time 11:46
% Calls Answered Within Service Target 88.09%
 

Week ending 6th May 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
491
338
155
5
989
 
New & Logged in Service Desk System
491
89
43
5
628
 
Assigned (Work not Started)
63
7
1
1
72
11.46
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
101
8
1
0
110
17.52
Resolved/Closed
327
74
41
4
446
71.02
New & Logged by %
78.18
14.17
6.85
0.80
 

Telephone Calls to the IT Service Desk

Total Number of Calls 338
Average Queue Time 3:09
Maximum Queue Time 17:02
% Calls Answered Within Service Target 87.76%
 

Week ending 29th April 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
625
323
111
11
1070
 
New & Logged in Service Desk System
625
128
44
11
808
 
Assigned (Work not Started)
99
10
0
0
109
13.49
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
200
27
5
4
236
29.21
Resolved/Closed
326
91
39
7
463
57.30
New & Logged by %
77.35
15.84
5.45
1.36
 

Telephone Calls to the IT Service Desk

Total Number of Calls 323
Average Queue Time 4:43
Maximum Queue Time 21:14
% Calls Answered Within Service Target 81.22%
 

Week ending 22nd April 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
460
337
149
9
955
 
New & Logged in Service Desk System
460
111
60
9
640
 
Assigned (Work not Started)
80
7
2
1
90
14.06
Work In Progress
3
0
0
0
3
0.47
Pending (Waiting on More Info)
134
29
10
0
173
27.03
Resolved/Closed
243
75
48
8
374
58.44
New & Logged by %
71.88
17.34
9.38
1.41
 

Telephone Calls to the IT Service Desk

Total Number of Calls 337
Average Queue Time 3:38
Maximum Queue Time 12:35
% Calls Answered Within Service Target 86.41%
 

Week ending 15th April 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
478
311
139
7
935
 
New & Logged in Service Desk System
478
122
53
7
660
 
Assigned (Work not Started)
93
22
2
1
118
17.88
Work In Progress
1
1
0
0
2
0.30
Pending (Waiting on More Info)
170
34
7
2
213
32.27
Resolved/Closed
214
66
44
4
328
49.70
New & Logged by %
72.42
18.48
8.03
1.06
 

Telephone Calls to the IT Service Desk

Total Number of Calls 311
Average Queue Time 5:09
Maximum Queue Time 18:43
% Calls Answered Within Service Target 85.12%
 

Week ending 8th April 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
421
346
148
9
924
 
New & Logged in Service Desk System
421
90
73
9
593
 
Assigned (Work not Started)
56
8
2
0
66
11.13
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
149
26
1
0
176
29.68
Resolved/Closed
216
56
70
0
342
57.67
New & Logged by %
70.99
15.18
12.31
1.52
 

Telephone Calls to the IT Service Desk

Total Number of Calls 346
Average Queue Time 5:49
Maximum Queue Time 14:10
% Calls Answered Within Service Target 69.34%
 

Week ending 1st April 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
380
231
138
15
764
 
New & Logged in Service Desk System
380
99
60
15
554
 
Assigned (Work not Started)
48
7
2
1
58
10.47
Work In Progress
0
0
0
2
2
0.36
Pending (Waiting on More Info)
105
23
2
2
132
23.83
Resolved/Closed
227
69
56
10
362
65.34
New & Logged by %
68.59
17.87
10.83
2.71
 

Telephone Calls to the IT Service Desk

Total Number of Calls 231
Average Queue Time 4:10
Maximum Queue Time 14:28
% Calls Answered Within Service Target 89.88%
 

Week ending 25th March 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
451
262
134
14
861
 
New & Logged in Service Desk System
451
111
61
14
637
 
Assigned (Work not Started)
66
14
0
1
81
12.72
Work In Progress
2
0
0
0
2
0.31
Pending (Waiting on More Info)
143
25
4
1
173
27.16
Resolved/Closed
240
72
57
12
381
59.81
New & Logged by %
70.80
17.43
9.58
2.20
 

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 4:11
Maximum Queue Time 14:04
% Calls Answered Within Service Target 89.73%
 

Week ending 18th March 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
469
305
215
10
999
 
New & Logged in Service Desk System
469
127
91
10
697
 
Assigned (Work not Started)
43
14
1
0
58
8.32
Work In Progress
2
0
0
0
2
0.29
Pending (Waiting on More Info)
193
27
5
1
226
32.42
Resolved/Closed
231
86
85
9
411
58.97
New & Logged by %
67.29
18.22
13.06
1.43
 

Telephone Calls to the IT Service Desk

Total Number of Calls 305
Average Queue Time 4:16
Maximum Queue Time 18:20
% Calls Answered Within Service Target 83.89%
 

Week ending 11th March 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
655
314
176
10
1155
 
New & Logged in Service Desk System
655
131
67
10
863
 
Assigned (Work not Started)
88
11
0
2
101
11.70
Work In Progress
1
1
0
0
2
0.23
Pending (Waiting on More Info)
167
32
6
20
225
26.07
Resolved/Closed
399
87
61
6
553
64.08
New & Logged by %
75.90
15.18
7.76
1.16
 

Telephone Calls to the IT Service Desk

Total Number of Calls 314
Average Queue Time 4:06
Maximum Queue Time 16:27
% Calls Answered Within Service Target 83.69%
 

Week ending 4th March 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
321
181
84
6
592
 
New & Logged in Service Desk System
321
70
28
6
425
 
Assigned (Work not Started)
48
3
28
1
80
18.82
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
103
29
0
0
132
31.06
Resolved/Closed
170
38
0
5
213
50.12
New & Logged by %
75.53
16.47
6.59
1.41
 

Telephone Calls to the IT Service Desk

Total Number of Calls 181
Average Queue Time 3:53
Maximum Queue Time 11:33
% Calls Answered Within Service Target 87.02%
 

Week ending 25th February 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
517
320
197
2
1036
 
New & Logged in Service Desk System
517
265
38
2
822
 
Assigned (Work not Started)
67
17
0
1
85
10.34
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
165
35
1
0
201
24.45
Resolved/Closed
285
213
37
1
536
65.21
New & Logged by %
62.90
32.24
4.62
0.24
 

Telephone Calls to the IT Service Desk

Total Number of Calls 320
Average Queue Time 3:18
Maximum Queue Time 13:12
% Calls Answered Within Service Target 86.96%
 

Week ending 18th February 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
480
307
198
8
993
 
New & Logged in Service Desk System
480
126
81
8
695
 
Assigned (Work not Started)
48
4
0
1
53
7.63
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
204
32
1
1
238
34.24
Resolved/Closed
228
90
80
6
404
58.13
New & Logged by %
69.06
18.13
11.65
1.15
 

Telephone Calls to the IT Service Desk

Total Number of Calls 307
Average Queue Time 3:25
Maximum Queue Time 10:18
% Calls Answered Within Service Target 86.72%
 

Week ending 11th February 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
566
338
271
4
1179
 
New & Logged in Service Desk System
566
130
84
4
784
 
Assigned (Work not Started)
98
7
0
1
106
13.52
Work In Progress
1
1
0
0
2
0.26
Pending (Waiting on More Info)
181
32
3
0
216
27.55
Resolved/Closed
286
90
81
3
460
58.67
New & Logged by %
72.19
16.58
10.71
0.51
 

Telephone Calls to the IT Service Desk

Total Number of Calls 338
Average Queue Time 3:22
Maximum Queue Time 14:05
% Calls Answered Within Service Target 86.01%
 

Week ending 4th February 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
583
339
308
29
1259
 
New & Logged in Service Desk System
583
114
110
29
836
 
Assigned (Work not Started)
37
5
0
1
43
5.14
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
81
7
3
3
94
11.24
Resolved/Closed
465
102
107
25
699
83.61
New & Logged by %
69.74
13.64
13.16
3.47
 

Telephone Calls to the IT Service Desk

Total Number of Calls 399
Average Queue Time 4:00
Maximum Queue Time 16:40
% Calls Answered Within Service Target 85.79%
 

Week ending 28th January 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
806
572
572
80
2030
 
New & Logged in Service Desk System
806
106
133
80
1125
 
Assigned (Work not Started)
117
8
2
13
140
12.44
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
309
25
6
19
359
31.91
Resolved/Closed
378
73
125
48
624
55.47
New & Logged by %
71.64
9.42
11.82
7.11
 

Telephone Calls to the IT Service Desk

Total Number of Calls 572
Average Queue Time 3:14
Maximum Queue Time 14:38
% Calls Answered Within Service Target 85.65%
 

Week ending 21st January 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
899
419
389
147
1854
 
New & Logged in Service Desk System
899
83
98
147
1227
 
Assigned (Work not Started)
85
0
3
19
107
8.72
Work In Progress
1
4
0
0
5
0.41
Pending (Waiting on More Info)
245
12
4
34
295
24.04
Resolved/Closed
568
67
91
94
820
66.83
New & Logged by %
73.27
6.76
7.99
11.98
 

Telephone Calls to the IT Service Desk

Total Number of Calls 419
Average Queue Time 5:06
Maximum Queue Time 20:09
% Calls Answered Within Service Target 78.85%
 

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%