IT Service Desk Statistics 2019-2020

Current Statistics
IT Service Desk for the 2019-20 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:

2019/20 Academic Year Summary IT Service Desk statistics 2018-19
2019/20 Monthly Summaries IT Service Desk statistics 2017-18
2019/20 Weekly Statistics IT Service Desk statistics 2016-17
  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 2019-2020 to date

Phone Calls (896 2000) 13356
Emails (itservicedesk@tcd.ie)
26623
Walk-In (Aras an Phiarsaigh)
7822
Web Submissions (http://ask.tcd.ie) 189
WebChat (https://www.tcd.ie/itservices/help/chat/) 337
Total 47990

 


Monthly Summaries

June 2020

Call Source Email Phone WebChat Web Total
Total Callers 1845 626 59 24 2554
New & Logged in System 1845 261 20 17 2143
Resolved/Closed 873 159 12 8 1052
Avg Closure Within 1 Week (%) 49.09

June Telephone Calls to the IT Service Desk

Total Number of Calls 626
Average Queue Time 6:12
Average Maximum Queue Time

26:29

% Calls Answered Within Service Target* 59.58%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

May 2020

Call Source Email Phone WebChat Web Total
Total Callers 2038 580 112 18 2748
New & Logged in System 2038 236 36 18 2328
Resolved/Closed 1033 155 20 12 1220
Avg Closure Within 1 Week (%) 52.40

May Telephone Calls to the IT Service Desk

Total Number of Calls 580
Average Queue Time 6:13
Average Maximum Queue Time

27:27

% Calls Answered Within Service Target* 63.76%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

April 2020

Call Source Email Phone WebChat Web Total
Total Callers 2937 519 121 49 3631
New & Logged in System 2937 307 14 49 3307
Resolved/Closed 1561 183 8 23 1775
Avg Closure Within 1 Week (%) 53.67

April Telephone Calls to the IT Service Desk

Total Number of Calls 519
Average Queue Time 7:05
Average Maximum Queue Time

28:38

% Calls Answered Within Service Target* 66.87%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

March 2020

Call Source Email Phone Walk-In Web Total
Total Callers 3520 1297 426 29 5272
New & Logged in System 3520 467 72 29 4088
Resolved/Closed 1560 303 54 10 1927
Avg Closure Within 1 Week (%) 47.14

March Telephone Calls to the IT Service Desk

Total Number of Calls 1297
Average Queue Time 9:46
Average Maximum Queue Time

16:29

% Calls Answered Within Service Target* 45.54%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

February 2020

Call Source Email Phone Walk-In Web Total
Total Callers 2449 1507 882 9 4847
New & Logged in System 2449 517 149 9 3124
Resolved/Closed 1136 317 138 6 1597
Avg Closure Within 1 Week (%) 51.12

February Telephone Calls to the IT Service Desk

Total Number of Calls 1507
Average Queue Time 4:10
Average Maximum Queue Time 16:20
% Calls Answered Within Service Target* 73:26%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

January 2020

Call Source Email Phone Walk-In Web Total
Total Callers 2953 2218 1354 17 6542
New & Logged in System 2953 756 284 17 4010
Resolved/Closed 1215 488 246 9 1958
Avg Closure Within 1 Week (%) 48.83

January Telephone Calls to the IT Service Desk

Total Number of Calls 2218
Average Queue Time 6:52
Average Maximum Queue Time 25:47
% Calls Answered Within Service Target* 50.26%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

December 2019

Call Source Email Phone Walk-In Web Total
Total Callers 1512 1081 435 6 3034
New & Logged in System 1512 410 127 6 2055
Resolved/Closed 796 289 112 3 1200
Avg Closure Within 1 Week (%) 58.39

December Telephone Calls to the IT Service Desk

Total Number of Calls 1081
Average Queue Time 4:38
Average Maximum Queue Time 16:21
% Calls Answered Within Service Target* 65.53%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

November 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2585 1833 1242 9 5669
New & Logged in System 2585 724 319 9 3637
Resolved/Closed 1057 448 283 5 1793
Avg Closure Within 1 Week (%) 49.29

November Telephone Calls to the IT Service Desk

Total Number of Calls 1833
Average Queue Time 5:01
Average Maximum Queue Time 24:34
% Calls Answered Within Service Target* 67.52%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

October 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2582 1585 1398 11 5576
New & Logged in System 2582 710 338 11 3641
Resolved/Closed 1137 431 295 5 1868
Avg Closure Within 1 Week (%) 51.30

October Telephone Calls to the IT Service Desk

Total Number of Calls 1585
Average Queue Time 4:05
Average Maximum Queue Time 16:45
% Calls Answered Within Service Target* 73.49%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

September 2019

Call Source Email Phone Walk-In Web Total
Total Callers 3099 1734 2085 12 6930
New & Logged in System 3099 782 459 12 4352
Resolved/Closed 1789 586 434 7 2816
Avg Closure Within 1 Week (%) 64.71

September Telephone Calls to the IT Service Desk

Total Number of Calls 1734
Average Queue Time 3:33
Average Maximum Queue Time 15:30
% Calls Answered Within Service Target* 77.78%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

 


Weekly Statistics

Week ending 12th July 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 516 188 28 2 734  
New & Logged in Service Desk System 516 67 9 2 594  
Assigned (Work not Started) 49 4 0 1 54 9.09
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 212 24 1 1 238 40.07
Resolved/Closed 254 39 8 0 301 50.67
New & Logged by % 86.87 11.28 1.52 0.34  

Telephone Calls to the IT Service Desk

Total Number of Calls 188
Average Queue Time 6:54
Maximum Queue Time 25:59
% Calls Answered Within Service Target 64.19%
 

Week ending 5th July 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 587 188 17 3 795  
New & Logged in Service Desk System 587 60 7 3 657  
Assigned (Work not Started) 46 5 0 0 51 7.76
Work In Progress 1 0 0 0 1 0.15
Pending (Waiting on More Info) 271 28 1 2 302 45.97
Resolved/Closed 268 27 6 1 302 45.97
New & Logged by % 89.35 9.13 1.07 0.46  

Telephone Calls to the IT Service Desk

Total Number of Calls 188
Average Queue Time 06:10
Maximum Queue Time 22:42
% Calls Answered Within Service Target 60.00%
 

Week ending 28th June 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 492 160 22 3 677  
New & Logged in Service Desk System 492 64 8 3 567  
Assigned (Work not Started) 37 5 0 0 42 7.41
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 221 28 3 1 253 44.62
Resolved/Closed 234 31 5 2 272 47.97
New & Logged by % 86.77 11.29 1.41 0.53  

Telephone Calls to the IT Service Desk

Total Number of Calls 160
Average Queue Time 5:36
Maximum Queue Time 23:05
% Calls Answered Within Service Target 67.89%
 

Week ending 21st June 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 460 185 12 4 661  
New & Logged in Service Desk System 460 72 2 4 538  
Assigned (Work not Started) 23 4 0 2 29 5.39
Work In Progress 2 0 0 0 2 0.37
Pending (Waiting on More Info) 200 23 1 2 226 42.01
Resolved/Closed 235 45 1 0 281 52.23
New & Logged by % 85.50 13.38 0.37 0.74  

Telephone Calls to the IT Service Desk

Total Number of Calls 185
Average Queue Time 6:07
Maximum Queue Time 18:42
% Calls Answered Within Service Target 52.70%
 

Week ending 14th June 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 514 145 10 2 671  
New & Logged in Service Desk System 514 63 2 2 581  
Assigned (Work not Started) 32 1 0 0 33 5.68
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 252 21 1 1 275 47.33
Resolved/Closed 230 41 0 0 271 46.64
New & Logged by % 88.47 10.84 1.00 1.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 145
Average Queue Time 7:50
Maximum Queue Time 30:47
% Calls Answered Within Service Target 54:07%
 

Week ending 7th June 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 379 136 15 15 545  
New & Logged in Service Desk System 379 62 8 8 457  
Assigned (Work not Started) 22 3 0 0 25 5.47
Work In Progress 2 0 0 0 2 0.44
Pending (Waiting on More Info) 181 17 2 2 202 44.20
Resolved/Closed 174 42 6 6 228 49.89
New & Logged by % 82.93 13.57 1.75 1.75  

Telephone Calls to the IT Service Desk

Total Number of Calls 136
Average Queue Time 5:15
Maximum Queue Time 33:22
% Calls Answered Within Service Target 63.69%
 

Week ending 31st May 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 475 146 31 9 661  
New & Logged in Service Desk System 475 63 5 9 552  
Assigned (Work not Started) 58 2 0 0 60 10.87
Work In Progress 1 0 0 0 1 0.18
Pending (Waiting on More Info) 207 17 4 3 231 41.85
Resolved/Closed 209 44 1 6 260 47.10
New & Logged by % 86.05 11.41 0.91 1.63  

Telephone Calls to the IT Service Desk

Total Number of Calls 146
Average Queue Time 6:34
Maximum Queue Time 19:08
% Calls Answered Within Service Target 63:74%
 

Week ending 24th May 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 542 174 28 4 748  
New & Logged in Service Desk System 542 75 12 4 633  
Assigned (Work not Started) 28 2 0 0 30 4.74
Work In Progress 2 0 0 0 2 0.32
Pending (Waiting on More Info) 224 31 5 0 260 41.07
Resolved/Closed 288 42 7 4 341 53.87
New & Logged by % 85.62 11.85 1.90 0.63  

Telephone Calls to the IT Service Desk

Total Number of Calls 174
Average Queue Time 5:30
Maximum Queue Time 21:12
% Calls Answered Within Service Target 64:71%
 

 

Week ending 17th May 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 583 158 36 3 780  
New & Logged in Service Desk System 583 70 9 3 665  
Assigned (Work not Started) 38 3 0 0 41 6.17
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 228 14 2 1 245 36.84
Resolved/Closed 317 53 7 2 379 56.99
New & Logged by % 87.67 10.53 1.35 0.45  

Telephone Calls to the IT Service Desk

Total Number of Calls 158
Average Queue Time 5:58
Maximum Queue Time 32:33
% Calls Answered Within Service Target 61.68%
 

Week ending 10th May 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 438 102 17 2 559  
New & Logged in Service Desk System 438 28 10 2 478  
Assigned (Work not Started) 35 1 0 1 37 7.74
Work In Progress 0 0 1 0 1 0.21
Pending (Waiting on More Info) 184 11 4 1 200 41.84
Resolved/Closed 219 16 5 0 240 50.21
New & Logged by % 91.63 5.86 2.09 0.42  

Telephone Calls to the IT Service Desk

Total Number of Calls 102
Average Queue Time 6:53
Maximum Queue Time 36:55
% Calls Answered Within Service Target 64.93%
 

Week ending 3rd May 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 525 134 39 4 707  
New & Logged in Service Desk System 525 56 11 4 596  
Assigned (Work not Started) 33 0 0 0 33 5.54
Work In Progress 1 0 0 0 1 0.17
Pending (Waiting on More Info) 209 22 4 0 235 39.43
Resolved/Closed 282 34 7 4 327 54.87
New & Logged by % 88.09 9.40 1.85 0.67  

Telephone Calls to the IT Service Desk

Total Number of Calls 134
Average Queue Time 7:12
Maximum Queue Time 26:25
% Calls Answered Within Service Target 70.89%
 

Week ending 26th April 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 576 154 44 8 782  
New & Logged in Service Desk System 576 81 3 8 668  
Assigned (Work not Started) 31 4 0 0 35 5.24
Work In Progress 2 0 0 0 2 0.30
Pending (Waiting on More Info) 212 32 2 5 251 37.57
Resolved/Closed 331 45 1 3 380 56.89
New & Logged by % 86.23 12.13 0.45 1.20  

Telephone Calls to the IT Service Desk

Total Number of Calls 154
Average Queue Time 7:16
Maximum Queue Time 29:40
% Calls Answered Within Service Target 68.78%
 

Week ending 19th April 2020

Call Source

Email

Voicemail

WebChat

Web

Total

Status%

Total Callers 547 127 38 8 720  
New & Logged in Service Desk System 547 66 0 8 621  
Assigned (Work not Started) 26 1 0 0 27 4.35
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 232 20 0 4 256 41.22
Resolved/Closed 289 45 0 4 338 54.43
New & Logged by % 88.08 10.63 0.00 1.29  

Telephone Calls to the IT Service Desk

Total Number of Calls 127
Average Queue Time 6:49
Maximum Queue Time 29:49
% Calls Answered Within Service Target 60.95
 

 

Week ending 12th April 2020

Call Source

Email

Voicemail

Walk-In

Web

Total

Status%

Total Callers 598 52 0 12 662  
New & Logged in Service Desk System 598 52 0 12 662  
Assigned (Work not Started) 34 3 0 0 37 5.59
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 201 17 0 6 244 33.84
Resolved/Closed 363 32 0 6 401 60.57
New & Logged by % 90.33 7.85 0.00 1.81  

Telephone Calls to the IT Service Desk

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

Week ending 5th April 2020

Call Source

Email

Voicemail

Walk-In

Web

Total

Status%

Total Callers 691 52 0 17 760  
New & Logged in Service Desk System 691 52 0 17 760  
Assigned (Work not Started) 80 4 0 3 87 11.45
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 315 21 0 8 344 45.26
Resolved/Closed 296 27 0 6 329 43.29
New & Logged by % 90.92 6.84 0.00 2.24  

Telephone Calls to the IT Service Desk

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

Week ending 29th March 2020

Call Source

Email

Voicemail

Walk-In

Web

Total

Status%

Total Callers 768 78 0 18 864  
New & Logged in Service Desk System 768 78 0 18 864  
Assigned (Work not Started) 36 4 0 1 41 4.75
Work In Progress 4 1 0 0 5 0.58
Pending (Waiting on More Info) 346 2 0 10 378 43.75
Resolved/Closed 389 51 0 7 447 51.74
New & Logged by % 88.89 9.03 0 2.08  

Telephone Calls to the IT Service Desk

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

 

Week ending 22nd March 2020 (4 day week)

Call Source

Email

Voicemail

Walk-In

Web

Total

Status%

Total Callers 855 88   6 949  
New & Logged in Service Desk System 855 88   6 949  
Assigned (Work not Started) 17 4   0 21 2.21
Work In Progress 0 0   0 0 0.00
Pending (Waiting on More Info) 401 24   4 429 45.21
Resolved/Closed 437 60   2 499 52.58
New & Logged by % 90.09 9.27   0.63  

Telephone Calls to the IT Service Desk

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

 

Week ending 15th March 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 1194 688 222 2 2106  
New & Logged in Service Desk System 1194 179 33 2 1408  
Assigned (Work not Started) 229 13 1 1 244 17.33
Work In Progress 0 1 0 0 1 0.07
Pending (Waiting on More Info) 596 54 9 0 659 46.80
Resolved/Closed 369 111 23 1 504 35.80
New & Logged by % 84.80 12.71 2.34 0.14  

Telephone Calls to the IT Service Desk

Total Number of Calls 668
Average Queue Time 00:13:11
Maximum Queue Time 01:23:38
% Calls Answered Within Service Target 30.30%
 

 

Week ending 8th March 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 703 443 204 3 1353  
New & Logged in Service Desk System 703 122 39 3 867  
Assigned (Work not Started) 43 5 2 0 50 5.77
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 295 36 6 3 340 39.22
Resolved/Closed 365 81 31 0 477 55.02
New & Logged by % 81.08 14.07 4.50 0.35  

Telephone Calls to the IT Service Desk

Total Number of Calls 443
Average Queue Time 06:21
Maximum Queue Time 31:35
% Calls Answered Within Service Target 60.79%
 

 

Week ending 1st March 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 588 350 112 3 1053  
New & Logged in Service Desk System 588 125 54 3 770  
Assigned (Work not Started) 77 9 0 0 86 11.17
Work In Progress 1 0 0 0 1 0.13
Pending (Waiting on More Info) 251 40 5 1 297 38.57
Resolved/Closed 259 76 49 2 386 50.13
New & Logged by % 76.36 16.23 7.01 0.39  

Telephone Calls to the IT Service Desk

Total Number of Calls 350
Average Queue Time 3:46
Maximum Queue Time 14:42
% Calls Answered Within Service Target 74.41%
 

Week ending 23rd February 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 611 354 214 2 1181  
New & Logged in Service Desk System 611 127 28 2 768  
Assigned (Work not Started) 63 13 0 0 76 9.90
Work In Progress 2 1 0 0 3 0.39
Pending (Waiting on More Info) 256 39 1 0 296 38.54
Resolved/Closed 289 74 27 2 392 51.04
New & Logged by % 79.56 16.54 3.65 0.26  

Telephone Calls to the IT Service Desk

Total Number of Calls 354
Average Queue Time 4:23
Maximum Queue Time 16:04
% Calls Answered Within Service Target 73.03%
 

Week ending 16th February 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 633 418 249 3 1303  
New & Logged in Service Desk System 633 151 27 3 814  
Assigned (Work not Started) 40 7 0 0 47 5.77
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 256 46 2 1 305 37.47
Resolved/Closed 337 98 25 2 462 56.76
New & Logged by % 77.76 18.55 3.32 0.37  

Telephone Calls to the IT Service Desk

Total Number of Calls 418
Average Queue Time 4:27
Maximum Queue Time 20:12
% Calls Answered Within Service Target 73.39%
 

Week ending 9th February 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 617 385 307 1 1310  
New & Logged in Service Desk System 617 114 40 1 772  
Assigned (Work not Started) 98 4 1 0 103 13.34
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 269 41 2 1 313 40.54
Resolved/Closed 251 69 37 0 357 46.24
New & Logged by % 79.92 14.77 5.18 0.13  

Telephone Calls to the IT Service Desk

Total Number of Calls 385
Average Queue Time 4:07
Maximum Queue Time 14:23
% Calls Answered Within Service Target 72.22%
 

Week ending 2nd February 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 740 514 343 3 1600  
New & Logged in Service Desk System 740 183 66 3 992  
Assigned (Work not Started) 86 11 3 1 101 10.18
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 337 64 8 1 410 41.33
Resolved/Closed 317 108 55 1 481 48.49
New & Logged by % 74.60 18.45 6.65 0.30  

Telephone Calls to the IT Service Desk

Total Number of Calls 514
Average Queue Time 5:58
Maximum Queue Time 21.19
% Calls Answered Within Service Target 51.25%
 

Week ending 26th January 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 746 600 527 5 1878  
New & Logged in Service Desk System 746 195 101 5 1047  
Assigned (Work not Started) 104 15 1 1 121 11.56
Work In Progress 1 2 0 0 3 0.29
Pending (Waiting on More Info) 324 50 10 1 385 36.77
Resolved/Closed 317 128 90 3 538 51.38
New & Logged by % 71.25 18.62 9.65 0.48  

Telephone Calls to the IT Service Desk

Total Number of Calls 600
Average Queue Time 08:14
Maximum Queue Time 28:36:00
% Calls Answered Within Service Target 34.42%
 

 

Week ending 19th January 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 699 535 233 4 1471  
New & Logged in Service Desk System 699 188 60 4 951  
Assigned (Work not Started) 155 24 0 1 180 18.93
Work In Progress 1 1 0 0 2 0.21
Pending (Waiting on More Info) 260 40 6 2 308 32.39
Resolved/Closed 284 124 54 1 463 48.69
New & Logged by % 73.50 19.77 6.31 0.42  

Telephone Calls to the IT Service Desk

Total Number of Calls 535
Average Queue Time 9:20
Maximum Queue Time 32:04
% Calls Answered Within Service Target 34.33%
 

Week ending 12th January 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 642 472 208 3 1325  
New & Logged in Service Desk System 642 151 49 3 845  
Assigned (Work not Started) 151 14 4 0 169 20.00
Work In Progress 1 1 0 0 2 0.24
Pending (Waiting on More Info) 246 33 4 0 283 33.49
Resolved/Closed 243 103 41 3 390 46.15
New & Logged by % 75.98 17.87 5.80 0.36  

Telephone Calls to the IT Service Desk

Total Number of Calls 472
Average Queue Time 5:27
Maximum Queue Time 24:05
% Calls Answered Within Service Target 55.90%
 

Week ending 5th January 2020

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 126 97 43 2 268  
New & Logged in Service Desk System 126 39 8 2 175  
Assigned (Work not Started) 7 2 0 0 9 5.14
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 65 12 2 1 80 45.71
Resolved/Closed 54 25 6 1 86 49.14
New & Logged by % 72.00 22.29 4.57 1.14  

Telephone Calls to the IT Service Desk

Total Number of Calls 97
Average Queue Time 05:25:00
Maximum Queue Time 22:55:00
% Calls Answered Within Service Target 75.44%
 

Week ending 29th December 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 56 23 13 0 92  
New & Logged in Service Desk System 56 11 4 0 71  
Assigned (Work not Started) 1 1 0 0 2 2.82
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 14 0 1 0 15 21.13
Resolved/Closed 41 10 3 0 54 76.06
New & Logged by % 78.87 15.49 5.63 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 23
Average Queue Time 04:07
Maximum Queue Time 7:23:00
% Calls Answered Within Service Target 57.14%
 

Week ending 22nd December 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 462 316 116 1 895  
New & Logged in Service Desk System 462 136 27 1 626  
Assigned (Work not Started) 30 4 0 0 34 5.43
Work In Progress 1 0 0 0 1 0.16
Pending (Waiting on More Info) 66 12 2 0 80 12.78
Resolved/Closed 365 120 25 1 511 81.63
New & Logged by % 73.80 21.73 4.31 0.16  

Telephone Calls to the IT Service Desk

Total Number of Calls 316
Average Queue Time 06:33
Maximum Queue Time 26:22:00
% Calls Answered Within Service Target 65.33%
 

Week ending 15th December 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 463 376 136 0 975  
New & Logged in Service Desk System 463 127 38 0 628  
Assigned (Work not Started) 52 10 0 0 62 9.87
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 222 37 7 0 266 42.36
Resolved/Closed 189 80 31 0 300 47.77
New & Logged by % 73.73 20.22 6.05 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 376
Average Queue Time 4:14
Maximum Queue Time 15:51
% Calls Answered Within Service Target 67.51%
 

Week ending 8th December 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 531 366 170 5 1072  
New & Logged in Service Desk System 531 136 58 5 730  
Assigned (Work not Started) 110 14 2 0 126 17.26
Work In Progress 1 0 0 0 1 0.14
Pending (Waiting on More Info) 219 43 3 3 268 36.71
Resolved/Closed 201 79 53 2 335 45.89
New & Logged by % 72.74 18.63 7.95 0.68  

Telephone Calls to the IT Service Desk

Total Number of Calls 366
Average Queue Time 3:41
Maximum Queue Time 15:50
% Calls Answered Within Service Target 72.16%
 

Week ending 1st December 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 528 378 228 3 1137  
New & Logged in Service Desk System 528 164 47 3 742  
Assigned (Work not Started) 57 12 3 0 72 9.70
Work In Progress 3 0 0 0 3 0.40
Pending (Waiting on More Info) 260 50 3 1 314 42.32
Resolved/Closed 208 102 41 2 353 47.57
New & Logged by % 71.16 22.10 6.33 0.40  

Telephone Calls to the IT Service Desk

Total Number of Calls 378
Average Queue Time 4:14
Maximum Queue Time 19:35
% Calls Answered Within Service Target 70.04%
 

Week ending 24th November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 476 360 223 1 1060  
New & Logged in Service Desk System 476 151 52 1 680  
Assigned (Work not Started) 63 12 1 0 76 11.18
Work In Progress 1 1 0 0 2 0.29
Pending (Waiting on More Info) 227 52 3 0 282 41.47
Resolved/Closed 185 86 48 1 320 47.06
New & Logged by % 70.00 22.21 7.65 0.15  

Telephone Calls to the IT Service Desk

Total Number of Calls 360
Average Queue Time 5:10
Maximum Queue Time 29:38
% Calls Answered Within Service Target 65.55%
 

Week ending 17th November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 576 402 254 2 1234  
New & Logged in Service Desk System 576 139 75 2 792  
Assigned (Work not Started) 53 13 4 1 71 8.96
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 264 48 1 0 313 39.52
Resolved/Closed 259 78 70 1 408 51.52
New & Logged by % 72.73 17.55 9.47 0.25  

Telephone Calls to the IT Service Desk

Total Number of Calls 402
Average Queue Time 5:39
Maximum Queue Time 30:33
% Calls Answered Within Service Target 58.24%
 

Week ending 10th November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 563 391 259 0 1213  
New & Logged in Service Desk System 563 148 98 0 809  
Assigned (Work not Started) 135 9 1 0 145 17.92
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 190 47 11 0 248 30.66
Resolved/Closed 237 92 86 0 415 51.30
New & Logged by % 69.59 18.29 12.11 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 391
Average Queue Time 04:19:00
Maximum Queue Time 18:08:00
% Calls Answered Within Service Target 69.43%
 

Week ending 3rd November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 442 302 278 3 1025  
New & Logged in Service Desk System 442 122 47 3 614  
Assigned (Work not Started) 82 8 0 0 90 14.66
Work In Progress 1 0 0 0 1 0.16
Pending (Waiting on More Info) 191 24 9 2 226 36.81
Resolved/Closed 168 90 38 1 297 48.37
New & Logged by % 71.99 19.87 7.65 0.49  

Telephone Calls to the IT Service Desk

Total Number of Calls 302
Average Queue Time

5:44

Maximum Queue Time

24:57

% Calls Answered Within Service Target 74.36%
 

Week ending 27th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 554 320 206 2 1082  
New & Logged in Service Desk System 554 136 47 2 739  
Assigned (Work not Started) 55 11 0 0 66 8.93
Work In Progress 0 2 0 0 2 0.27
Pending (Waiting on More Info) 267 46 6 1 320 43.30
Resolved/Closed 232 77 41 1 351 47.50
New & Logged by % 74.97 18.40 6.36 0.27  

Telephone Calls to the IT Service Desk

Total Number of Calls 320
Average Queue Time

3:59

Maximum Queue Time

13:51

% Calls Answered Within Service Target 75.94%
 

Week ending 20th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 594 392 432 6 1424  
New & Logged in Service Desk System 594 190 85 6 875  
Assigned (Work not Started) 104 13 1 2 120 13.71
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 237 51 2 2 292 33.37
Resolved/Closed 253 126 82 2 463 52.91
New & Logged by % 67.89 21.71 9.71 0.69  

Telephone Calls to the IT Service Desk

Total Number of Calls 392
Average Queue Time

5:17

Maximum Queue Time

22:43

% Calls Answered Within Service Target 69.57%
 

Week ending 13th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 750 434 463 2 1649  
New & Logged in Service Desk System 750 194 102 2 1048  
Assigned (Work not Started) 82 14 3 0 99 9.45
Work In Progress 2 2 1 0 5 0.48
Pending (Waiting on More Info) 392 65 19 1 477 45.52
Resolved/Closed 272 113 79 1 465 44.37
New & Logged by % 71.56 18.51 9.73 0.19  

Telephone Calls to the IT Service Desk

Total Number of Calls 434
Average Queue Time

3:28

Maximum Queue Time

14:34

% Calls Answered Within Service Target 70.74%
 

Week ending 6th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 684 439 297 1 1421  
New & Logged in Service Desk System 684 190 104 1 979  
Assigned (Work not Started) 37 5 1 0 43 4.39
Work In Progress 1 1 0 0 2 0.20
Pending (Waiting on More Info) 266 69 10 0 345 35.24
Resolved/Closed 380 115 93 1 589 60.16
New & Logged by % 69.87 19.41 10.62 0.10 100  

Telephone Calls to the IT Service Desk

Total Number of Calls 439
Average Queue Time

3:37

Maximum Queue Time

15:55

% Calls Answered Within Service Target 77.71%
 

Week ending 29th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 733 431 435 1 1600  
New & Logged in Service Desk System 733 157 102 1 993  
Assigned (Work not Started) 52 6 1 1 60 6.04
Work In Progress 1 0 0 0 1 0.10
Pending (Waiting on More Info) 138 25 3 0 166 16.72
Resolved/Closed 542 126 98 0 766 77.14
New & Logged by % 73.82 15.81 10.27 0.10  

Telephone Calls to the IT Service Desk

Total Number of Calls 431
Average Queue Time

3:47

Maximum Queue Time

14:18

% Calls Answered Within Service Target 82.02%
 

Week ending 22nd September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 677 404 530 1 1612  
New & Logged in Service Desk System 677 176 115 1 969  
Assigned (Work not Started) 52 9 0 0 61 6.30
Work In Progress 0 0 1 0 1 0.10
Pending (Waiting on More Info) 294 37 5 0 336 34.67
Resolved/Closed 331 130 109 1 571 58.93
New & Logged by % 69.87 18.16 11.87 0.10  

Telephone Calls to the IT Service Desk

Total Number of Calls 404
Average Queue Time

2:09

Maximum Queue Time

12:43

% Calls Answered Within Service Target 86.15%
 

Week ending 15th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 844 441 688 4 1977  
New & Logged in Service Desk System 844 215 152 4 1215  
Assigned (Work not Started) 79 16 2 2 99 8.15
Work In Progress 0 1 0 0 1 0.08
Pending (Waiting on More Info) 334 62 8 1 405 33.33
Resolved/Closed 431 136 142 1 710 58.44
New & Logged by % 69.47 17.70 12.51 0.33  

Telephone Calls to the IT Service Desk

Total Number of Calls 441
Average Queue Time

03:09

Maximum Queue Time

14:16

% Calls Answered Within Service Target 80.39%
 

Week ending 8th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 845 458 432 6 1741  
New & Logged in Service Desk System 845 234 90 6 1175  
Assigned (Work not Started) 47 12 2 1 62 5.28
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 313 28 3 0 344 29.28
Resolved/Closed 485 194 85 5 769 65.45
New & Logged by % 71.91 19.91 7.66 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 458
Average Queue Time 5:08
Maximum Queue Time 20:46
% Calls Answered Within Service Target 62.58%