IT Service Desk Statistics 2018-2019

Current Statistics
IT Service Desk for the 2018-19 Academic Year.
Statistics for email, phone, personal callers and web enquiries

Statistics Archive:
Statistics from previous academic years please click on the relevant link below:

2018/19 Academic Year Summary IT Service Desk statistics 2017-18
2018/19 Monthly Summaries IT Service Desk statistics 2016-17
2018/19 Weekly Statistics IT Service Desk statistics 2015-16
  IS Services Helpdesk statistics 2014-15
IS Services Helpdesk statistics 2013-14
IS Services Helpdesk statistics 2012-13
IS Services Helpdesk statistics 2011-12
IS Services Helpdesk statistics 2010-11
IS Services Helpdesk statistics 2009-10
IS Services Helpdesk statistics 2008-09

Summary for Academic Year 2018-2019 to date

Phone Calls (896 2000) 15338
Emails (itservicedesk@tcd.ie)
25132
Walk-In (Aras an Phiarsaigh)
9221
Web Submissions (http://ask.tcd.ie) 265
Total 49956

 


Monthly Summaries

July 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2508 1517 581 21 4627
New & Logged in System 2508 550 174 21 3253
Resolved/Closed 1347 357 139 16 1859
Avg Closure Within 1 Week (%)
57.14725

June Telephone Calls to the IT Service Desk

Total Number of Calls 1517
Average Queue Time 3:04
Average Maximum Queue Time 14:42
% Calls Answered Within Service Target* 78.4%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

 

June 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2091 1322 490 12 3915
New & Logged in System 2091 419 161 12 2683
Resolved/Closed 1218 262 146 7 1633
Avg Closure Within 1 Week (%) 60.86

June Telephone Calls to the IT Service Desk

Total Number of Calls 1322
Average Queue Time 3:34
Average Maximum Queue Time 17:05
% Calls Answered Within Service Target* 74.35%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

May 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2602 1471 617 22 4712
New & Logged in System 2602 522 151 22 3297
Resolved/Closed 1448 329 129 17 1923
Avg Closure Within 1 Week (%) 58.32

May Telephone Calls to the IT Service Desk

Total Number of Calls 1471
Average Queue Time 4:46
Average Maximum Queue Time 22:57
% Calls Answered Within Service Target* 81.00%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2019

Call Source Email Phone Walk-In Web Total
Total Callers 1561 1100 523 9 3193
New & Logged in System 1561 434 125 9 2129
Resolved/Closed 832 293 111 9 1245
Avg Closure Within 1 Week (%) 58.47

April Telephone Calls to the IT Service Desk

Total Number of Calls 1100
Average Queue Time 3:18
Average Maximum Queue Time 13:55
% Calls Answered Within Service Target* 82.74%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2019

Call Source Email Phone Walk-In Web Total
Total Callers 1545 1151 701 13 3410
New & Logged in System 1545 541 188 13 2287
Resolved/Closed 886 416 172 8 1482
Avg Closure Within 1 Week (%) 64.80

March Telephone Calls to the IT Service Desk

Total Number of Calls 1151
Average Queue Time 3:46
Average Maximum Queue Time 15:00
% Calls Answered Within Service Target* 84.05%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

February 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2151 1259 908 20 4053
New & Logged in System 2151 598 332 20 2747
Resolved/Closed 1106 412 317 9 1421
Avg Closure Within 1 Week (%) 51.72

February Telephone Calls to the IT Service Desk

Total Number of Calls 1259
Average Queue Time 4:15
Average Maximum Queue Time 21:40
% Calls Answered Within Service Target* 82.33%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2731 1543 1123 16 5413
New & Logged in System 2731 701 446 16 3894
Resolved/Closed 1507 473 413 14 2407
Avg Closure Within 1 Week (%) 61.81

January Telephone Calls to the IT Service Desk

Total Number of Calls 1543
Average Queue Time 3:36
Average Maximum Queue Time 16:06
% Calls Answered Within Service Target* 82.33%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2018

Call Source Email Phone Walk-In Web Total
Total Callers
1253
819
282
21
2375
New & Logged in System
1253
354
137
21
1765
Resolved/Closed 620 232 126 16 994
Avg Closure Within 1 Week (%) 56.31

December Telephone Calls to the IT Service Desk

Total Number of Calls 819
Average Queue Time 3:26
Average Maximum Queue Time 15:10
% Calls Answered Within Service Target* 83.73%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

November 2018

Call Source Email Phone Walk-In Web Total
Total Callers
2345
1474
995
48
4862
New & Logged in System
2345
673
439
48
3505
Resolved/Closed
1222
460
409
41
2132
Avg Closure Within 1 Week (%)
60.82

November Telephone Calls to the IT Service Desk

Total Number of Calls 1474
Average Queue Time 4:13
Average Maximum Queue Time 16:24
% Calls Answered Within Service Target* 83.71%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

October 2018

Call Source Email Phone Walk-In Web Total
Total Callers
2202
1411
1176
27
4816
New & Logged in System
2202
609
364
27
3202
Resolved/Closed
998
369
336
20
1723
Avg Closure Within 1 Week (%)
53.81

October Telephone Calls to the IT Service Desk

Total Number of Calls 1411
Average Queue Time 5:35
Average Maximum Queue Time 20:06
% Calls Answered Within Service Target* 83.50%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

September 2018

Call Source Email Phone Walk-In Web Total
Total Callers
3170
1658
1602
49
6479
New & Logged in System
3170
711
525
49
4455
Resolved/Closed
1181
493
499
36
2209
Avg Closure Within 1 Week (%)
49.58

September Telephone Calls to the IT Service Desk

Total Number of Calls 1658
Average Queue Time 3:48
Average Maximum Queue Time 18:12
% Calls Answered Within Service Target* 84.70%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 18th August 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 537 339 118 6 1000  
New & Logged in Service Desk System 537 102 50 6 695  
Assigned (Work not Started) 99 11 1 0 111 15.97
Work In Progress 1 0 0 0 1 0.14
Pending (Waiting on More Info) 170 30 6 0 206 29.64
Resolved/Closed 267 61 43 6 377 54.24
New & Logged by % 77.27 14.68 7.19 0.86  

Telephone Calls to the IT Service Desk

Total Number of Calls 339
Average Queue Time 3:21
Maximum Queue Time 12:11
% Calls Answered Within Service Target 78.18%
 

Week ending 11th August 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 436 274 105 1 816  
New & Logged in Service Desk System 436 87 28 1 552  
Assigned (Work not Started) 57 11 1 0 69 12.50
Work In Progress 1 0 0 0 1 0.18
Pending (Waiting on More Info) 159 32 3 1 195 35.33
Resolved/Closed 219 44 25 0 288 52.17
New & Logged by % 78.99 15.76 5.07 0.18  

Telephone Calls to the IT Service Desk

Total Number of Calls 274
Average Queue Time 04:12:00
Maximum Queue Time 15:40:00
% Calls Answered Within Service Target 75.16%
 

Week ending 4th August 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 500 265 123 5 893  
New & Logged in Service Desk System 500 120 33 5 658  
Assigned (Work not Started) 61 13 1 0 75 11.40
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 153 36 4 1 194 29.48
Resolved/Closed 286 120 28 4 438 66.57
New & Logged by % 75.99 18.24 5.02 0.76  

Telephone Calls to the IT Service Desk

Total Number of Calls 265
Average Queue Time 03:04
Maximum Queue Time 12:54
% Calls Answered Within Service Target 79.05%
 

 

Week ending 28th July 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 508 327 134 3 972  
New & Logged in Service Desk System 508 105 41 3 657  
Assigned (Work not Started) 33 7 0 0 40 6.09
Work In Progress 0 1 1 0 2 0.30
Pending (Waiting on More Info) 196 25 7 0 228 34.70
Resolved/Closed 279 33 33 3 348 52.97
New & Logged by % 77.32 15.98 6.24 0.46  

Telephone Calls to the IT Service Desk

Total Number of Calls 327
Average Queue Time 3:08
Maximum Queue Time 10:06
% Calls Answered Within Service Target 79.68%
 

Week ending 21st July 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 513 311 121 0 945  
New & Logged in Service Desk System 513 108 32 0 653  
Assigned (Work not Started) 63 11 1 0 75 11.49
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 173 37 1 0 211 32.31
Resolved/Closed 277 60 30 0 367 56.20
New & Logged by % 78.56 16.54 4.90 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 311
Average Queue Time 3:49
Maximum Queue Time 21:47
% Calls Answered Within Service Target 74.55%
 

Week ending 14th July 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 532 324 106 6 968  
New & Logged in Service Desk System 532 92 28 6 658  
Assigned (Work not Started) 32 13 0 0 45 6.84
Work In Progress 0 1 0 2 3 0.46
Pending (Waiting on More Info) 220 21 6 1 248 37.69
Resolved/Closed 280 57 22 3 362 55.02
New & Logged by % 80.85 13.98 4.26 0.91  

Telephone Calls to the IT Service Desk

Total Number of Calls 324
Average Queue Time 2:53
Maximum Queue Time 15:22
% Calls Answered Within Service Target 76.96%
 

Week ending 7th July 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 455 290 97 7 849  
New & Logged in Service Desk System 455 125 40 7 627  
Assigned (Work not Started) 63 10 4 1 78 12.44
Work In Progress 1 0 1 0 2 0.32
Pending (Waiting on More Info) 166 28 9 0 203 32.38
Resolved/Closed 225 87 26 6 344 54.86
New & Logged by % 72.57 19.94 6.38 1.12  

Telephone Calls to the IT Service Desk

Total Number of Calls 290
Average Queue Time 2:29
Maximum Queue Time 11:33
% Calls Answered Within Service Target 82.39%
 

Week ending 30th June 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 445 349 132 5 931  
New & Logged in Service Desk System 445 128 31 5 609  
Assigned (Work not Started) 48 8 1 0 57 9.36
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 161 45 3 2 211 34.65
Resolved/Closed 236 75 27 3 341 55.99
New & Logged by % 73.07 21.02 5.09 0.82  

Telephone Calls to the IT Service Desk

Total Number of Calls 349
Average Queue Time 3:54
Maximum Queue Time 15:33
% Calls Answered Within Service Target 71.66%
 

Week ending 23rd June 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 755 401 126 5 1287  
New & Logged in Service Desk System 755 114 29 5 903  
Assigned (Work not Started) 75 12 1 1 89 9.86
Work In Progress 1 1 0 0 2 0.22
Pending (Waiting on More Info) 193 30 2 2 227 25.14
Resolved/Closed 486 71 26 2 585 64.78
New & Logged by % 83.61 12.62 3.21 0.55  

Telephone Calls to the IT Service Desk

Total Number of Calls 401
Average Queue Time 3:22
Maximum Queue Time 21:46
% Calls Answered Within Service Target 75.05%
 

Week ending 16th June 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 467 316 144 1 928  
New & Logged in Service Desk System 467 113 63 1 644  
Assigned (Work not Started) 27 4 1 0 32 4.97
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 144 30 4 0 178 27.64
Resolved/Closed 296 79 58 1 434 67.39
New & Logged by % 72.52 17.55 9.78 0.16  

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 3:48
Maximum Queue Time 17:21
% Calls Answered Within Service Target 69.73%
 

Week ending 9th June 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 424 256 88 1 769  
New & Logged in Service Desk System 424 64 38 1 527  
Assigned (Work not Started) 58 6 0 0 64 12.14
Work In Progress 1 0 0 0 1 0.19
Pending (Waiting on More Info) 165 21 3 0 189 35.86
Resolved/Closed 200 37 35 1 273 51.80
New & Logged by % 80.46 12.14 7.21 0.19  

Telephone Calls to the IT Service Desk

Total Number of Calls 256
Average Queue Time 3:13
Maximum Queue Time 13:42
% Calls Answered Within Service Target 80.94%
 

Week ending 2nd June 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 525 297 113 5 940  
New & Logged in Service Desk System 525 102 34 5 666  
Assigned (Work not Started) 64 6 1 0 71 10.66
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 152 26 2 0 180 27.03
Resolved/Closed 309 70 31 5 415 62.31
New & Logged by % 78.83 15.32 5.11 0.75  

Telephone Calls to the IT Service Desk

Total Number of Calls 297
Average Queue Time 5:37
Maximum Queue Time 26:30
% Calls Answered Within Service Target 78.57%
 

Week ending 26th May 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 579 259 124 7 969  
New & Logged in Service Desk System 579 101 45 7 732  
Assigned (Work not Started) 37 5 0 1 43 5.87
Work In Progress 0 1 0 0 1 0.14
Pending (Waiting on More Info) 173 30 2 0 205 28.01
Resolved/Closed 369 65 43 6 483 65.98
New & Logged by % 79.10 13.80 6.15 0.96  

Telephone Calls to the IT Service Desk

Total Number of Calls 259
Average Queue Time 3:42
Maximum Queue Time 11:30
% Calls Answered Within Service Target 84.54%
 

Week ending 19th May 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 474 304 131 3 912  
New & Logged in Service Desk System 474 114 19 3 610  
Assigned (Work not Started) 38 9 0 0 47 7.70
Work In Progress 0 1 0 0 1 0.16
Pending (Waiting on More Info) 196 33 3 1 233 38.20
Resolved/Closed 240 71 16 2 329 53.93
New & Logged by % 77.70 18.69 3.11 0.49  

Telephone Calls to the IT Service Desk

Total Number of Calls 304
Average Queue Time 4:26
Maximum Queue Time 24:19
% Calls Answered Within Service Target 80.54%
 

Week ending 12th May 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 434 241 111 4 790  
New & Logged in Service Desk System 434 89 28 4 555  
Assigned (Work not Started) 60 4 2 0 66 11.89
Work In Progress 1 0 0 0 1 0.18
Pending (Waiting on More Info) 153 28 5 1 187 33.69
Resolved/Closed 220 57 21 3 301 54.23
New & Logged by % 78.20 16.04 5.05 0.72  

Telephone Calls to the IT Service Desk

Total Number of Calls 241
Average Queue Time 4:46
Maximum Queue Time 16:08
% Calls Answered Within Service Target 84.21%
 

Week ending 5th May 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 590 370 138 3 1101  
New & Logged in Service Desk System 590 116 25 3 734  
Assigned (Work not Started) 58 9 0 2 69 9.40
Work In Progress 1 1 0 0 2 0.27
Pending (Waiting on More Info) 221 40 7 0 268 36.51
Resolved/Closed 310 66 18 1 395 53.81
New & Logged by % 80.38 15.80 3.41 0.41  

Telephone Calls to the IT Service Desk

Total Number of Calls 370
Average Queue Time 5:21
Maximum Queue Time 36:19
% Calls Answered Within Service Target 77.16%
 

Week ending 28th April 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 311 223 88 3 625  
New & Logged in Service Desk System 311 72 23 3 409  
Assigned (Work not Started) 24 5 0 0 29 7.09
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 114 23 0 0 137 33.50
Resolved/Closed 173 44 23 3 243 59.41
New & Logged by % 76.04 17.60 5.62 0.73  

Telephone Calls to the IT Service Desk

Total Number of Calls 223
Average Queue Time 3:08
Maximum Queue Time 10:43
% Calls Answered Within Service Target 82.71%
 

Week ending 21st April 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 365 227 100 1 693  
New & Logged in Service Desk System 365 90 31 1 487  
Assigned (Work not Started) 59 8 0 0 67 13.76
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 154 26 3 0 183 37.58
Resolved/Closed 152 56 28 1 237 48.67
New & Logged by % 74.95 18.48 6.37 0.21  

Telephone Calls to the IT Service Desk

Total Number of Calls 227
Average Queue Time 03:51:00
Maximum Queue Time 14:29:00
% Calls Answered Within Service Target 80.21%
 

Week ending 14th April 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 441 313 156 3 913  
New & Logged in Service Desk System 441 108 37 3 589  
Assigned (Work not Started) 41 10 2 0 53 9.00
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 112 18 4 0 134 22.75
Resolved/Closed 288 80 31 3 402 68.25
New & Logged by % 74.87 18.34 6.28 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 313
Average Queue Time 03:15:00
Maximum Queue Time 18:46:00
% Calls Answered Within Service Target 83.16%
 

Week ending 7th April 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 444 337 179 2 962  
New & Logged in Service Desk System 444 164 34 2 644  
Assigned (Work not Started) 58 5 1 0 64 9.94
Work In Progress 0 0 1 0 1 0.16
Pending (Waiting on More Info) 167 46 3 0 216 33.54
Resolved/Closed 219 113 29 2 363 56.37
New & Logged by % 68.94 25.47 5.28 0.31  

Telephone Calls to the IT Service Desk

Total Number of Calls 337
Average Queue Time 02:59
Maximum Queue Time 11:44
% Calls Answered Within Service Target 84.91%
 

Week ending 31st March 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 390 317 220 3 930  
New & Logged in Service Desk System 390 191 60 3 644  
Assigned (Work not Started) 34 10 0 0 44 6.83
Work In Progress 0 1 0 0 1 0.16
Pending (Waiting on More Info) 119 22 3 0 144 22.36
Resolved/Closed 237 158 57 3 455 70.65
New & Logged by % 60.56 29.66 9.32 0.47  

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 03:34
Maximum Queue Time 13:14:00
% Calls Answered Within Service Target 83.86%
 

Week ending 24th March 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 306 242 167 2 717  
New & Logged in Service Desk System 306 107 26 2 441  
Assigned (Work not Started) 16 3 1 0 20 4.54
Work In Progress 1 0 0 0 1 0.23
Pending (Waiting on More Info) 23 5 1 0 29 6.58
Resolved/Closed 266 99 24 2 391 88.66
New & Logged by % 69.39 24.26 5.90 0.45  

Telephone Calls to the IT Service Desk

Total Number of Calls 242
Average Queue Time 02:58
Maximum Queue Time 12:02:00
% Calls Answered Within Service Target 82.29%
 

Week ending 17th March 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 414 278 173 6 871  
New & Logged in Service Desk System 414 128 62 6 610  
Assigned (Work not Started) 43 5 0 1 49 8.03
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 179 33 7 3 222 36.39
Resolved/Closed 192 90 55 2 339 55.57
New & Logged by % 67.87 20.98 10.16 0.98  

Telephone Calls to the IT Service Desk

Total Number of Calls 278
Average Queue Time 4:14
Maximum Queue Time 20:30
% Calls Answered Within Service Target 83.74%
 

Week ending 10th March 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 435 314 141 2 892  
New & Logged in Service Desk System 435 115 40 2 592  
Assigned (Work not Started) 55 7 1 1 64 10.81
Work In Progress 2 0 0 0 2 0.34
Pending (Waiting on More Info) 187 39 3 0 229 38.68
Resolved/Closed 191 69 36 1 297 50.17
New & Logged by % 73.48 19.43 6.76 0.34  

Telephone Calls to the IT Service Desk

Total Number of Calls 314
Average Queue Time 04:21
Maximum Queue Time 14:15
% Calls Answered Within Service Target 86.31%
 

 

Week ending 3rd March 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 760 268 197 6 946  
New & Logged in Service Desk System 760 145 54 6 611  
Assigned (Work not Started) 41 7 0 0 118 19.31
Work In Progress 1 0 0 0 0 0.00
Pending (Waiting on More Info) 164 30 2 2 198 32.41
Resolved/Closed 554 108 52 4 295 48.28
New & Logged by % 124.39 23.73 8.84 0.98  

Telephone Calls to the IT Service Desk

Total Number of Calls 268
Average Queue Time 4:15
Maximum Queue Time 20:20
% Calls Answered Within Service Target 83.81%
 

Week ending 24th February 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 429 302 212 3 946  
New & Logged in Service Desk System 429 132 47 3 611  
Assigned (Work not Started) 105 11 1 1 118 19.31
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 164 30 4 0 198 32.41
Resolved/Closed 160 91 42 2 295 48.28
New & Logged by % 70.21 21.60 7.69 0.49  

Telephone Calls to the IT Service Desk

Total Number of Calls 302
Average Queue Time 04:19
Maximum Queue Time 24:23:00
% Calls Answered Within Service Target 82.30%
 

 

Week ending 17th February 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 441 333 240 6 1020  
New & Logged in Service Desk System 441 144 121 6 712  
Assigned (Work not Started) 70 11 0 2 83 11.66
Work In Progress 1 1 0 0 2 0.28
Pending (Waiting on More Info) 217 32 4 3 256 35.96
Resolved/Closed 153 100 117 1 371 52.11
New & Logged by % 61.94 20.22 16.99 0.84  

Telephone Calls to the IT Service Desk

Total Number of Calls 333
Average Queue Time 03:38
Maximum Queue Time 17:19
% Calls Answered Within Service Target 85.49%
 

 

Week ending 10th February 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 521 356 259 5 1141  
New & Logged in Service Desk System 521 177 110 5 813  
Assigned (Work not Started) 47 17 1 2 67 8.24
Work In Progress 2 0 0 0 2 0.25
Pending (Waiting on More Info) 233 47 3 1 284 34.93
Resolved/Closed 239 113 106 2 460 56.58
New & Logged by % 64.08 21.77 13.53 0.62  

Telephone Calls to the IT Service Desk

Total Number of Calls 356
Average Queue Time 04:48
Maximum Queue Time 24:41
% Calls Answered Within Service Target 77.75%
 

 

Week ending 3rd February 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 768 347 346 2 1463  
New & Logged in Service Desk System 768 157 171 2 1098  
Assigned (Work not Started) 69 8 0 0 77 7.01
Work In Progress 0 0 2 0 2 0.18
Pending (Waiting on More Info) 216 36 7 0 259 23.59
Resolved/Closed 483 113 162 2 760 69.22
New & Logged by % 69.95 14.30 15.57 0.18  

Telephone Calls to the IT Service Desk

Total Number of Calls 347
Average Queue Time 3:41
Maximum Queue Time 16:07
% Calls Answered Within Service Target 86.58%
 

Week ending 27th January 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 634 360 452 7 1453  
New & Logged in Service Desk System 634 175 101 7 917  
Assigned (Work not Started) 33 3 2 0 38 4.14
Work In Progress 0 1 0 0 1 0.11
Pending (Waiting on More Info) 162 34 6 0 202 22.03
Resolved/Closed 439 137 93 7 676 73.72
New & Logged by % 69.14 19.08 11.01 0.76  

Telephone Calls to the IT Service Desk

Total Number of Calls 400
Average Queue Time 3:01
Maximum Queue Time 14:30
% Calls Answered Within Service Target 82.94%
 

Week ending 20th January 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 552 340 93 3 988  
New & Logged in Service Desk System 552 171 80 3 806  
Assigned (Work not Started) 88 15 2 2 107 13.28
Work In Progress 2 0 0 0 2 0.25
Pending (Waiting on More Info) 217 47 5 0 269 33.37
Resolved/Closed 245 109 73 1 428 53.10
New & Logged by % 68.49 21.22 9.93 0.37  

Telephone Calls to the IT Service Desk

Total Number of Calls 340
Average Queue Time 3:58
Maximum Queue Time 19:05
% Calls Answered Within Service Target 81.06%
 

Week ending 13th January 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 544 345 181 3 1073  
New & Logged in Service Desk System 544 137 67 3 751  
Assigned (Work not Started) 77 10 3 0 90 11.98
Work In Progress 0 2 0 0 2 0.27
Pending (Waiting on More Info) 224 49 5 0 278 37.02
Resolved/Closed 241 76 59 3 379 50.47
New & Logged by % 72.44 18.24 8.92 0.40  

Telephone Calls to the IT Service Desk

Total Number of Calls 345
Average Queue Time 4:06
Maximum Queue Time 17:56
% Calls Answered Within Service Target 76.24%
 

Week ending 6th January 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
233
151
51
1
436
 
New & Logged in Service Desk System
233
61
27
1
322
 
Assigned (Work not Started)
20
7
0
0
27
8.39
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
114
16
1
0
131
40.68
Resolved/Closed
99
38
26
1
164
50.93
New & Logged by %
72.36
18.94
8.39
0.31
 

Telephone Calls to the IT Service Desk

Total Number of Calls 151
Average Queue Time 3:15
Maximum Queue Time 12:53
% Calls Answered Within Service Target 84.83%
 

Week ending 23rd December 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
349
226
66
4
645
 
New & Logged in Service Desk System
349
88
33
4
474
 
Assigned (Work not Started)
20
4
1
2
27
5.70
Work In Progress
1
0
0
0
1
0.21
Pending (Waiting on More Info)
145
31
1
1
178
37.55
Resolved/Closed
183
53
31
1
268
56.54
New & Logged by %
73.63
18.57
6.96
0.84
 

Telephone Calls to the IT Service Desk

Total Number of Calls 226
Average Queue Time 3:15
Maximum Queue Time 19:51
% Calls Answered Within Service Target 82.58%
 

Week ending 16th December 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
377
286
95
4
762
 
New & Logged in Service Desk System
377
131
45
4
557
 
Assigned (Work not Started)
80
7
1
1
89
15.98
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
158
36
4
0
198
35.55
Resolved/Closed
139
88
40
3
270
48.47
New & Logged by %
67.68
23.52
8.08
0.72
 

Telephone Calls to the IT Service Desk

Total Number of Calls 286
Average Queue Time 3:23
Maximum Queue Time 11:55
% Calls Answered Within Service Target 87.20%
 

Week ending 9th December 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
527
307
121
13
968
 
New & Logged in Service Desk System
527
135
59
13
734
 
Assigned (Work not Started)
42
6
0
1
49
6.68
Work In Progress
0
1
0
0
1
0.14
Pending (Waiting on More Info)
187
37
4
0
228
31.06
Resolved/Closed
298
91
55
12
456
62.13
New & Logged by %
71.80
18.39
8.04
1.77
 

Telephone Calls to the IT Service Desk

Total Number of Calls 307
Average Queue Time 3:41
Maximum Queue Time 13:44
% Calls Answered Within Service Target 81.43%
 

Week ending 2nd December 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
486
314
167
5
972
 
New & Logged in Service Desk System
486
128
48
5
667
 
Assigned (Work not Started)
72
8
0
2
82
12.29
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
204
36
5
0
245
36.73
Resolved/Closed
210
84
43
3
340
50.97
New & Logged by %
72.86
19.19
7.20
0.75
 

Telephone Calls to the IT Service Desk

Total Number of Calls 314
Average Queue Time 3:18
Maximum Queue Time 15:31
% Calls Answered Within Service Target 80.67%
 

Week ending 25th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
491
313
213
3
1020
 
New & Logged in Service Desk System
491
175
117
3
786
 
Assigned (Work not Started)
57
7
2
0
66
8.40
Work In Progress
1
2
0
0
3
0.38
Pending (Waiting on More Info)
137
33
4
1
175
22.26
Resolved/Closed
296
133
111
2
542
68.96
New & Logged by %
62.47
22.26
14.89
0.38
 

Telephone Calls to the IT Service Desk

Total Number of Calls 313
Average Queue Time 4:35
Maximum Queue Time 16:19
% Calls Answered Within Service Target 81.89%
 

Week ending 18th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
447
262
219
30
958
 
New & Logged in Service Desk System
447
123
123
30
723
 
Assigned (Work not Started)
43
6
2
0
51
7.05
Work In Progress
0
1
0
0
1
0.14
Pending (Waiting on More Info)
180
46
7
1
234
32.37
Resolved/Closed
224
70
114
29
437
60.44
New & Logged by %
61.83
17.01
17.01
4.15
 

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 4:45
Maximum Queue Time 22:28
% Calls Answered Within Service Target 83.07%
 

Week ending 11th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
520
295
234
6
1051
 
New & Logged in Service Desk System
520
145
93
6
764
 
Assigned (Work not Started)
59
7
3
1
70
9.16
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
159
22
2
1
184
24.08
Resolved/Closed
302
116
88
4
510
66.75
New & Logged by %
68.06
18.98
12.17
0.79
 

Telephone Calls to the IT Service Desk

Total Number of Calls 295
Average Queue Time 4:19
Maximum Queue Time 13:52
% Calls Answered Within Service Target 86.61%
 

Week ending 4th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
401
290
162
4
857
 
New & Logged in Service Desk System
401
102
58
4
565
 
Assigned (Work not Started)
30
13
0
1
44
7.79
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
181
3
5
0
189
33.45
Resolved/Closed
190
57
53
3
303
53.63
New & Logged by %
70.97
18.05
10.27
0.71
 

Telephone Calls to the IT Service Desk

Total Number of Calls 290
Average Queue Time 4:10
Maximum Queue Time 13:52
% Calls Answered Within Service Target 86.31%
 

Week ending 28th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
456
347
194
4
1001
 
New & Logged in Service Desk System
456
124
46
4
630
 
Assigned (Work not Started)
43
6
1
1
51
8.10
Work In Progress
1
0
0
0
1
0.16
Pending (Waiting on More Info)
176
41
3
0
220
34.92
Resolved/Closed
236
77
42
3
358
56.83
New & Logged by %
72.38
19.68
7.30
0.63
 

Telephone Calls to the IT Service Desk

Total Number of Calls 347
Average Queue Time 4:16
Maximum Queue Time 20:55
% Calls Answered Within Service Target 82.25%
 

 

Week ending 21st October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
535
336
276
5
1152
 
New & Logged in Service Desk System
535
149
70
5
759
 
Assigned (Work not Started)
130
17
0
0
147
19.37
Work In Progress
2
0
0
0
2
0.26
Pending (Waiting on More Info)
191
39
4
1
235
30.96
Resolved/Closed
212
93
66
4
375
49.41
New & Logged by %
70.49
19.63
9.22
0.66
 

Telephone Calls to the IT Service Desk

Total Number of Calls 336
Average Queue Time 3:24
Maximum Queue Time 22:43
% Calls Answered Within Service Target 84.69%
 

Week ending 14th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
584
377
372
9
1342
 
New & Logged in Service Desk System
584
157
115
9
865
 
Assigned (Work not Started)
103
16
6
1
126
14.57
Work In Progress
0
0
1
0
1
0.12
Pending (Waiting on More Info)
224
47
8
2
281
32.49
Resolved/Closed
257
94
100
6
457
52.83
New & Logged by %
67.51
18.15
13.29
1.04
 

Telephone Calls to the IT Service Desk

Total Number of Calls 377
Average Queue Time 10:49
Maximum Queue Time 15:35
% Calls Answered Within Service Target 82.24%
 

Week ending 7th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
627
351
334
9
1321
 
New & Logged in Service Desk System
627
179
133
9
948
 
Assigned (Work not Started)
88
15
1
1
105
11.08
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
246
59
4
1
310
32.70
Resolved/Closed
293
105
128
7
533
56.22
New & Logged by %
66.14
18.88
14.03
0.95
100
 

Telephone Calls to the IT Service Desk

Total Number of Calls 351
Average Queue Time 3:54
Maximum Queue Time 21:13
% Calls Answered Within Service Target 84.84%
 

Week ending 30th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
624
408
379
11
1422
 
New & Logged in Service Desk System
624
162
134
11
931
 
Assigned (Work not Started)
89
17
3
3
112
12.03
Work In Progress
1
0
0
0
1
0.11
Pending (Waiting on More Info)
229
40
8
1
278
29.86
Resolved/Closed
305
105
123
7
540
58.00
New & Logged by %
67.02
17.40
14.39
1.18
 

Telephone Calls to the IT Service Desk

Total Number of Calls 408
Average Queue Time 4:17
Maximum Queue Time 17:13
% Calls Answered Within Service Target 81.33%
 

 

Week ending 23rd September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
870
415
330
10
1625
 
New & Logged in Service Desk System
870
186
132
10
1198
 
Assigned (Work not Started)
112
16
0
1
129
10.77
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
309
36
7
2
354
29.55
Resolved/Closed
449
134
125
7
715
59.68
New & Logged by %
72.62
15.53
11.02
0.83
 

Telephone Calls to the IT Service Desk

Total Number of Calls 415
Average Queue Time 2:57
Maximum Queue Time 13:49
% Calls Answered Within Service Target 90.22%
 

 

Week ending 16th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
992
449
538
11
1990
 
New & Logged in Service Desk System
992
212
184
11
1399
 
Assigned (Work not Started)
75
16
3
3
97
6.93
Work In Progress
2
0
0
0
2
0.14
Pending (Waiting on More Info)
505
51
5
0
561
40.10
Resolved/Closed
71
145
176
8
400
28.59
New & Logged by %
70.91
15.15
13.15
0.79
 

Telephone Calls to the IT Service Desk

Total Number of Calls 449
Average Queue Time 3:02
Maximum Queue Time 20:51
% Calls Answered Within Service Target 83.86%
 

Week ending 9th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
684
386
355
17
1442
 
New & Logged in Service Desk System
684
151
75
17
927
 
Assigned (Work not Started)
68
8
0
2
78
8.41
Work In Progress
0
2
0
0
2
0.22
Pending (Waiting on More Info)
260
32
0
1
293
31.61
Resolved/Closed
356
109
75
14
554
59.76
New & Logged by %
73.79
16.29
8.09
1.83
 

Telephone Calls to the IT Service Desk

Total Number of Calls 386
Average Queue Time 4:58
Maximum Queue Time 20:55
% Calls Answered Within Service Target 83.41