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IT Service Desk Statistics

IT Service Desk Statistics for 2021/2022

Summary for Academic Year 2021-2022 to date

Phone Calls (896 2000) 15809
Emails (itservicedesk@tcd.ie) 33554
Walk-In (Aras an Phiarsaigh) 195
Web Submissions (http://ask.tcd.ie) 343
WebChat (https://www.tcd.ie/itservices/help/chat/) 1923
Total 51824

Monthly Statistics

June 2022

Call Source Email Phone WebChat Walk-In Web Total
Total Callers 2872 1400 162 169 31 4613
New and Logged in System 2872 419 54 14 31 3388
Resolved/Closed 1144 224 45 9 10 1432
Avg Closure Within 1 Week (%) 42.27

June Telephone Calls to the IT Service Desk

Total Number of Calls 1400
Average Queue Time  
Average Maximum Queue Time  
% Calls Answered Within Service Target*  
*Service Target = 75% of all incoming calls answered within 5 minutes

May 2022

Call Source Email Phone WebChat Walk-In Web Total
Total Callers 2448 1252 162 26 28 3916
New and Logged in System 2448 438 27 4 28 2945
Resolved/Closed 839 238 18 4 15 1114
Avg Closure Within 1 Week (%) 37.83

May Telephone Calls to the IT Service Desk

Total Number of Calls 1252
Average Queue Time 4:48
Average Maximum Queue Time 18:11
% Calls Answered Within Service Target* 67.70%
*Service Target = 75% of all incoming calls answered within 5 minutes

April 2022

Call Source Email Phone WebChat Web Total
Total Callers 2218 1181 136 36 3571
New and Logged in System 2218 386 29 36 2669
Resolved/Closed 920 219 20 21 1180
Avg Closure Within 1 Week (%) 44.21

April Telephone Calls to the IT Service Desk

Total Number of Calls 1181
Average Queue Time 5:39
Average Maximum Queue Time 24:07
% Calls Answered Within Service Target* 63.27%
*Service Target = 75% of all incoming calls answered within 5 minutes

March 2022

Call Source Email Phone WebChat Web Total
Total Callers 3218 1695 241 26 5180
New and Logged in System 3218 549 82 26 3875
Resolved/Closed 1415 293 53 17 1778
Avg Closure Within 1 Week (%) 45.88

March Telephone Calls to the IT Service Desk

Total Number of Calls 1695
Average Queue Time 6:21
Average Maximum Queue Time 26:15
% Calls Answered Within Service Target* 58.58%
*Service Target = 75% of all incoming calls answered within 5 minutes

February 2022

Call Source Email Phone WebChat Web Total
Total Callers 3498 1682 189 52 5421
New and Logged in System 3498 678 46 52 4274
Resolved/Closed 1369 344 31 31 1775
Avg Closure Within 1 Week (%) 41.53

February Telephone Calls to the IT Service Desk

Total Number of Calls 1682
Average Queue Time 8:17
Average Maximum Queue Time 32:50
% Calls Answered Within Service Target* 44.42%
*Service Target = 75% of all incoming calls answered within 5 minutes

January 2022

Call Source Email Phone WebChat Web Total
Total Callers 3457 1386 169 31 5043
New and Logged in System 3457 434 36 31 3958
Resolved/Closed 1470 250 24 21 1765
Avg Closure Within 1 Week (%) 44.59

January Telephone Calls to the IT Service Desk

Total Number of Calls 1386
Average Queue Time 7:10
Average Maximum Queue Time 23:48
% Calls Answered Within Service Target* 56.46%
*Service Target = 75% of all incoming calls answered within 5 minutes

December 2021

Call Source Email Phone WebChat Web Total
Total Callers 2246 993 101 8 3348
New and Logged in System 2246 369 25 8 2648
Resolved/Closed 1150 238 18 5 1411
Avg Closure Within 1 Week (%) 53.28

December Telephone Calls to the IT Service Desk

Total Number of Calls 993
Average Queue Time 5:00
Average Maximum Queue Time 19:55
% Calls Answered Within Service Target* 73.86%
*Service Target = 75% of all incoming calls answered within 5 minutes

November 2021

Call Source Email Phone WebChat Web Total
Total Callers 3814 1801 245 43 5903
New and Logged in System 3814 624 62 43 4543
Resolved/Closed 1654 355 44 25 2078
Avg Closure Within 1 Week (%) 45.74

November Telephone Calls to the IT Service Desk

Total Number of Calls 1801
Average Queue Time 7:10
Average Maximum Queue Time 30:11
% Calls Answered Within Service Target* 50.61%
*Service Target = 75% of all incoming calls answered within 5 minutes

October 2021

Call Source Email Phone WebChat Web Total
Total Callers 4077 2045 257 34 6413
New and Logged in System 4077 759 77 34 4947
Resolved/Closed 1676 441 54 20 2191
Avg Closure Within 1 Week (%) 44.28

October Telephone Calls to the IT Service Desk

Total Number of Calls 2045
Average Queue Time 4:36
Average Maximum Queue Time 19:17
% Calls Answered Within Service Target* 71.03%
*Service Target = 75% of all incoming calls answered within 5 minutes

September 2021

Call Source Email Phone WebChat Web Total
Total Callers 7003 3034 342 65 10444
New and Logged in System 7003 1083 113 65 8264
Resolved/Closed 3124 665 81 44 3914
Avg Closure Within 1 Week (%) 47.36

September Telephone Calls to the IT Service Desk

Total Number of Calls 3034
Average Queue Time 9:11
Average Maximum Queue Time 34:03
% Calls Answered Within Service Target* 38.10%
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 3rd July 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 570 236 11 21 9 826  
New and Logged in Service Desk System 570 66 8 2 9 653  
Assigned (Work not Started) 105 7 0 2 4 116 17.76
Work In Progress 34 2 0 0 0 36 5.51
Pending (Waiting on More Info) 220 27 0 1 5 252 38.59
Resolved/Closed 211 30 8 0 0 249 38.13
New and Logged by % 87.29 10.11 1.23 0.31 1.38  

Telephone Calls to the IT Service Desk

Total Number of Calls 236
Average Queue Time 04:15
Maximum Queue Time 13:00:00
% Calls Answered Within Service Target 76.38%

Week ending 26th June 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 664 307 36 48 4 1059  
New and Logged in Service Desk System 664 91 15 3 4 777  
Assigned (Work not Started) 179 8 0 0 4 191 24.58
Work In Progress 0 0 0 0 0 0 0.00
Pending (Waiting on More Info) 221 24 2 1 0 248 31.92
Resolved/Closed 264 59 13 2 0 338 43.50
New and Logged by % 85.46 11.71 1.93 0.39 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 307
Average Queue Time 04:22
Maximum Queue Time 25:30:00
% Calls Answered Within Service Target 74.59%

Week ending 19th June 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 586 311 39 24 5 965  
New and Logged in Service Desk System 586 87 8 2 5 688  
Assigned (Work not Started) 84 15 0 0 1 100 14.53
Work In Progress 5 0 0 0 0 5 0.73
Pending (Waiting on More Info) 286 43 2 0 3 334 48.55
Resolved/Closed 211 29 6 2 1 249 36.19
New and Logged by % 85.17 12.65 1.16 0.29 0.73  

Telephone Calls to the IT Service Desk

Total Number of Calls 311
Average Queue Time 4:59
Maximum Queue Time 26:13
% Calls Answered Within Service Target 72.05%

Week ending 12th June 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 450 238 33 26 7 754  
New and Logged in Service Desk System 450 72 6 2 7 537  
Assigned (Work not Started) 68 11 0 1 2 82 15.27
Work In Progress 7 0 0 0 0 7 1.30
Pending (Waiting on More Info) 250 26 1 0 1 278 51.77
Resolved/Closed 125 35 5 1 4 170 31.66
New and Logged by % 83.80 13.41 1.12 0.37 1.30  

Telephone Calls to the IT Service Desk

Total Number of Calls 238
Average Queue Time 5:04
Maximum Queue Time 23:21
% Calls Answered Within Service Target 72.69%

Week ending 5th June 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 602 308 43 50 6 1009  
New and Logged in Service Desk System 602 103 17 5 6 733  
Assigned (Work not Started) 60 1 0 1 0 62 8.46
Work In Progress 1 2 0 0 0 3 0.41
Pending (Waiting on More Info) 208 29 4 0 1 242 33.02
Resolved/Closed 333 71 13 4 5 426 58.12
New and Logged by % 82.13 14.05 2.32 0.68 0.82  

Telephone Calls to the IT Service Desk

Total Number of Calls 308
Average Queue Time 5:17
Maximum Queue Time 27:04
% Calls Answered Within Service Target 73.35%

Week ending 29th May 2022

Call Source Email Phone WebChat Walk-In Web Total Status%
Total Callers 646 312 42 26 10 1036  
New and Logged in Service Desk System 646 112 12 4 10 784  
Assigned (Work not Started) 121 9 0 0 3 133 16.96
Work In Progress 3 2 0 0 0 5 0.64
Pending (Waiting on More Info) 259 45 3 0 1 308 39.29
Resolved/Closed 263 56 9 4 6 338 43.11
New and Logged by % 82.40 14.29 1.53 40.00 1.28  

Telephone Calls to the IT Service Desk

Total Number of Calls 312
Average Queue Time 03:32
Maximum Queue Time 17:26:00
% Calls Answered Within Service Target 75.61%

Week ending 22nd May 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 615 344 49 7 1015  
New and Logged in Service Desk System 615 113 8 7 743  
Assigned (Work not Started) 51 10 0 1 62 8.34
Work In Progress 9 0 0 0 9 1.21
Pending (Waiting on More Info) 282 43 3 2 330 44.41
Resolved/Closed 51 60 5 4 120 16.15
New and Logged by % 82.77 15.21 1.08 0.94  

Telephone Calls to the IT Service Desk

Total Number of Calls 344
Average Queue Time 04:54
Maximum Queue Time 18:32
% Calls Answered Within Service Target 66.50%

Week ending 15th May 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 664 317 33 5 1019  
New and Logged in Service Desk System 664 101 4 5 774  
Assigned (Work not Started) 52 4 0 2 58 7.49
Work In Progress 5 1 0 0 6 0.78
Pending (Waiting on More Info) 321 33 2 1 357 46.12
Resolved/Closed 286 63 2 2 353 45.61
New and Logged by % 85.79 13.05 0.52 0.65  

Telephone Calls to the IT Service Desk

Total Number of Calls 317
Average Queue Time 4:23
Maximum Queue Time 17:30
% Calls Answered Within Service Target 75.14%

Week ending 8th May 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 523 279 38 6 846  
New and Logged in Service Desk System 523 112 3 6 644  
Assigned (Work not Started) 49 41 1 1 92 14.29
Work In Progress 4 0 0 0 4 0.62
Pending (Waiting on More Info) 231 12 0 2 245 38.04
Resolved/Closed 239 59 2 3 303 47.05
New and Logged by % 81.21 17.39 0.47 0.93  

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 6:23
Maximum Queue Time 19:17
% Calls Answered Within Service Target 53.56%

Week ending 1st May 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 582 311 46 14 953  
New and Logged in Service Desk System 582 122 10 14 728  
Assigned (Work not Started) 50 8 2 5 65 8.93
Work In Progress 2 1 0 0 3 0.41
Pending (Waiting on More Info) 294 41 3 4 342 46.98
Resolved/Closed 236 72 5 5 318 43.68
New and Logged by % 79.95 16.76 1.37 1.92  

Telephone Calls to the IT Service Desk

Total Number of Calls 311
Average Queue Time 5:41
Maximum Queue Time 29:37
% Calls Answered Within Service Target 59.80%

Week ending 24th April 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 496 262 27 8 793  
New and Logged in Service Desk System 496 93 2 8 599  
Assigned (Work not Started) 57 10 0 0 67 11.19
Work In Progress 4 1 0 0 5 0.83
Pending (Waiting on More Info) 228 33 0 3 264 44.07
Resolved/Closed 207 49 2 5 263 43.91
New and Logged by % 82.80 15.53 0.33 1.34  

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 5:50
Maximum Queue Time 19:19
% Calls Answered Within Service Target 62.54%

Week ending 17th April 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 469 235 9 7 720  
New and Logged in Service Desk System 469 73 2 7 551  
Assigned (Work not Started) 73 2 0 1 76 13.79
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 215 22 2 1 240 43.56
Resolved/Closed 181 49 0 5 235 42.65
New and Logged by % 85.12 13.25 0.36 1.27  

Telephone Calls to the IT Service Desk

Total Number of Calls 235
Average Queue Time 5:52
Maximum Queue Time 26:41
% Calls Answered Within Service Target 66.43%

Week ending 10th April 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 671 373 54 7 1105  
New and Logged in Service Desk System 671 98 15 7 791  
Assigned (Work not Started) 94 6 0 1 101 12.77
Work In Progress 2 0 0 0 2 0.25
Pending (Waiting on More Info) 279 43 2 0 324 40.96
Resolved/Closed 296 49 13 6 364 46.02
New and Logged by % 84.83 12.39 1.90 0.88  

Telephone Calls to the IT Service Desk

Total Number of Calls 373
Average Queue Time 5:16
Maximum Queue Time 20:51
% Calls Answered Within Service Target 64.33%

Week ending 3rd April 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 665 371 56 5 1097  
New and Logged in Service Desk System 665 122 17 5 809  
Assigned (Work not Started) 53 12 0 1 66 8.16
Work In Progress 2 3 0 0 5 0.62
Pending (Waiting on More Info) 307 40 5 1 353 43.63
Resolved/Closed 303 67 12 3 385 47.59
New and Logged by % 82.20 15.08 2.10 0.62  

Telephone Calls to the IT Service Desk

Total Number of Calls 371
Average Queue Time 6:12
Maximum Queue Time 25:39
% Calls Answered Within Service Target 58.09%

Week ending 27th March 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 658 354 59 8 1079  
New and Logged in Service Desk System 658 124 18 8 808  
Assigned (Work not Started) 63 6 0 1 70 8.66
Work In Progress 1 0 0 0 1 0.12
Pending (Waiting on More Info) 337 47 4 0 388 48.02
Resolved/Closed 257 71 14 7 349 43.19
New and Logged by % 81.44 15.35 2.23 0.99  

Telephone Calls to the IT Service Desk

Total Number of Calls 354
Average Queue Time 7:31
Maximum Queue Time 31:02
% Calls Answered Within Service Target 48.91%

Week ending 20th March 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 433 207 29 3 672  
New and Logged in Service Desk System 433 68 9 3 513  
Assigned (Work not Started) 59 2 1 0 62 12.09
Work In Progress 4 0 0 0 4 0.78
Pending (Waiting on More Info) 202 32 3 1 238 46.39
Resolved/Closed 168 34 5 2 209 40.74
New and Logged by % 84.41 13.26 1.75 0.58  

Telephone Calls to the IT Service Desk

Total Number of Calls 207
Average Queue Time 05:03
Maximum Queue Time 19:52:00
% Calls Answered Within Service Target 64.71%

Week ending 13th March 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 715 366 38 7 1126  
New and Logged in Service Desk System 715 132 15 7 869  
Assigned (Work not Started) 97 5 0 2 104 11.97
Work In Progress 4 2 0 0 6 0.69
Pending (Waiting on More Info) 317 62 6 3 388 44.65
Resolved/Closed 297 63 9 2 371 42.69
New and Logged by % 82.28 15.19 1.73 0.81  

Telephone Calls to the IT Service Desk

Total Number of Calls 366
Average Queue Time 7:38
Maximum Queue Time 34:32
% Calls Answered Within Service Target 60.32%

Week ending 6th March 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 747 397 59 3 1206  
New and Logged in Service Desk System 747 103 23 3 876  
Assigned (Work not Started) 57 7 2 0 66 7.53
Work In Progress 2 1 0 0 3 0.34
Pending (Waiting on More Info) 298 37 8 0 343 39.16
Resolved/Closed 390 58 13 3 464 52.97
New and Logged by % 85.27 11.76 2.63 0.34  

Telephone Calls to the IT Service Desk

Total Number of Calls 397
Average Queue Time 5:24
Maximum Queue Time 20:14
% Calls Answered Within Service Target 60.91%

Week ending 27th February 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 715 345 38 10 1108  
New and Logged in Service Desk System 715 115 8 10 848  
Assigned (Work not Started) 105 4 0 1 110 12.97
Work In Progress 2 0 0 0 2 0.24
Pending (Waiting on More Info) 308 37 2 3 350 41.27
Resolved/Closed 300 74 6 6 386 45.52
New and Logged by % 84.32 13.56 0.94 1.18  

Telephone Calls to the IT Service Desk

Total Number of Calls 345
Average Queue Time 06:43
Maximum Queue Time 31:14
% Calls Answered Within Service Target 61.41%

Week ending 20th February 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 884 441 52 11 1388  
New and Logged in Service Desk System 884 153 7 11 1055  
Assigned (Work not Started) 163 11 0 3 177 16.78
Work In Progress 3 0 0 0 3 0.28
Pending (Waiting on More Info) 382 59 0 2 443 41.99
Resolved/Closed 336 83 7 6 432 40.95
New and Logged by % 83.79 14.50 0.66 1.04  

Telephone Calls to the IT Service Desk

Total Number of Calls 441
Average Queue Time 09:59
Maximum Queue Time 32:13:00
% Calls Answered Within Service Target 35.25%

Week ending 13th February 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 925 485 52 13 1475  
New and Logged in Service Desk System 925 248 21 13 1207  
Assigned (Work not Started) 99 17 2 3 121 10.02
Work In Progress 4 0 0 0 4 0.33
Pending (Waiting on More Info) 438 133 8 3 582 48.22
Resolved/Closed 384 98 11 7 500 41.43
New and Logged by % 76.64 20.55 1.74 1.08  

Telephone Calls to the IT Service Desk

Total Number of Calls 485
Average Queue Time 9:53
Maximum Queue Time 42:38
% Calls Answered Within Service Target 33.33%

Week ending 6th February 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 974 411 47 18 1450  
New and Logged in Service Desk System 974 162 10 18 1164  
Assigned (Work not Started) 192 19 0 4 215 18.47
Work In Progress 1 2 0 0 3 0.26
Pending (Waiting on More Info) 432 15 3 2 452 38.83
Resolved/Closed 349 89 7 12 457 39.26
New and Logged by % 83.68 13.92 0.86 1.55  

Telephone Calls to the IT Service Desk

Total Number of Calls 411
Average Queue Time 6:36
Maximum Queue Time 25:17
% Calls Answered Within Service Target 47.70%

Week ending 30th January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 955 431 63 14 1463  
New and Logged in Service Desk System 955 175 3 14 1147  
Assigned (Work not Started) 109 18 0 1 128 11.16
Work In Progress 6 1 0 0 7 0.61
Pending (Waiting on More Info) 458 57 1 1 517 45.07
Resolved/Closed 382 99 2 12 495 43.16
New and Logged by % 83.26 15.26 0.26 1.22  

Telephone Calls to the IT Service Desk

Total Number of Calls 431
Average Queue Time 12:02
Maximum Queue Time 41:15
% Calls Answered Within Service Target 28.46%

Week ending 23rd January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 932 363 34 5 1334  
New and Logged in Service Desk System 932 113 13 5 1063  
Assigned (Work not Started) 66 4 0 1 71 6.68
Work In Progress 2 0 0 0 2 0.19
Pending (Waiting on More Info) 393 29 6 1 429 40.36
Resolved/Closed 471 80 7 3 561 52.78
New and Logged by % 87.68 10.63 1.22 0.47  

Telephone Calls to the IT Service Desk

Total Number of Calls 363
Average Queue Time 5:59
Maximum Queue Time 31:16
% Calls Answered Within Service Target 60.50%

Week ending 16th January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 818 330 37 7 1192  
New and Logged in Service Desk System 818 104 9 7 938  
Assigned (Work not Started) 69 9 0 2 80 8.53
Work In Progress 2 0 0 0 2 0.21
Pending (Waiting on More Info) 419 44 1 1 465 49.57
Resolved/Closed 328 51 8 4 391 41.68
New and Logged by % 87.21 11.09 0.96 0.75  

Telephone Calls to the IT Service Desk

Total Number of Calls 330
Average Queue Time 5:44
Maximum Queue Time 22:23
% Calls Answered Within Service Target 64.27%

Week ending 9th January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 752 262 35 5 1054  
New and Logged in Service Desk System 752 42 11 5 810  
Assigned (Work not Started) 228 4 0 2 234 28.89
Work In Progress 2 1 0 0 3 0.37
Pending (Waiting on More Info) 233 17 4 1 255 31.48
Resolved/Closed 289 20 7 2 318 39.26
New and Logged by % 92.84 5.19 1.36 0.62  

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 4:58
Maximum Queue Time 20:02
% Calls Answered Within Service Target 72.61%

Week ending 26th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 354 133 13 2 502  
New and Logged in Service Desk System 354 39 2 2 397  
Assigned (Work not Started) 32 0 0 0 32 8.06
Work In Progress 1 0 0 0 1 0.25
Pending (Waiting on More Info) 139 18 0 0 157 39.55
Resolved/Closed 182 21 2 2 207 52.14
New and Logged by % 89.17 9.82 0.50 0.50  

Telephone Calls to the IT Service Desk

Total Number of Calls 133
Average Queue Time 05:10
Maximum Queue Time 18:50
% Calls Answered Within Service Target 79.33%

Week ending 19th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 588 270 31 2 891  
New and Logged in Service Desk System 588 91 8 2 689  
Assigned (Work not Started) 21 3 0 0 24 3.48
Work In Progress 2 0 0 0 2 0.29
Pending (Waiting on More Info) 180 15 1 0 196 28.45
Resolved/Closed 385 73 7 2 467 67.78
New and Logged by % 85.34 13.21 1.16 0.29  

Telephone Calls to the IT Service Desk

Total Number of Calls 270
Average Queue Time 05:21
Maximum Queue Time 21:10
% Calls Answered Within Service Target 68.35%

Week ending 12th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 649 262 28 1 940  
New and Logged in Service Desk System 649 106 5 1 761  
Assigned (Work not Started) 95 10 0 0 105 13.80
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 266 34 1 1 302 39.68
Resolved/Closed 288 62 4 0 354 46.52
New and Logged by % 85.28 13.93 0.66 0.13  

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 03:52
Maximum Queue Time 17:11
% Calls Answered Within Service Target 81.38%

 

Week ending 5th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 655 328 29 3 1015  
New and Logged in Service Desk System 655 133 10 3 801  
Assigned (Work not Started) 70 6 1 0 77 9.61
Work In Progress 4 0 0 0 4 0.50
Pending (Waiting on More Info) 286 45 4 2 337 42.07
Resolved/Closed 295 82 5 1 383 47.82
New and Logged by % 81.77 16.60 1.25 0.37  

Telephone Calls to the IT Service Desk

Total Number of Calls 328
Average Queue Time 5:37
Maximum Queue Time 22:32
% Calls Answered Within Service Target 66.41%

Week ending 28th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 717 384 44 9 1154  
New and Logged in Service Desk System 717 138 5 9 869  
Assigned (Work not Started) 60 7 0 0 67 7.71
Work In Progress 4 1 0 0 5 0.58
Pending (Waiting on More Info) 358 42 0 2 402 46.26
Resolved/Closed 295 88 5 7 395 45.45
New and Logged by % 82.51 15.88 0.58 1.04  

Telephone Calls to the IT Service Desk

Total Number of Calls 384
Average Queue Time 06:29
Maximum Queue Time 27:47
% Calls Answered Within Service Target 54.43%

Week ending 21st November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 825 394 65 10 1294  
New and Logged in Service Desk System 825 132 15 10 982  
Assigned (Work not Started) 114 9 0 3 126 12.83
Work In Progress 4 1 0 0 5 0.51
Pending (Waiting on More Info) 373 42 3 2 420 42.77
Resolved/Closed 334 80 12 5 431 43.89
New and Logged by % 84.01 13.44 1.53 1.02  

Telephone Calls to the IT Service Desk

Total Number of Calls 394
Average Queue Time 06:39
Maximum Queue Time 35:20
% Calls Answered Within Service Target 52.94%

Week ending 14th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 847 372 65 11 1295  
New and Logged in Service Desk System 847 136 18 11 1012  
Assigned (Work not Started) 79 8 0 2 89 8.79
Work In Progress 3 0 0 0 3 0.30
Pending (Waiting on More Info) 372 51 8 0 431 42.59
Resolved/Closed 393 77 10 9 489 48.32
New and Logged by % 83.70 13.44 1.78 1.09  

Telephone Calls to the IT Service Desk

Total Number of Calls 372
Average Queue Time 06:54
Maximum Queue Time 27:42
% Calls Answered Within Service Target 51.99%

 

Week ending 7th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 858 380 41 10 1289  
New and Logged in Service Desk System 858 144 12 10 1024  
Assigned (Work not Started) 125 11 1 3 140 13.67
Work In Progress 2 1 0 0 3 0.29
Pending (Waiting on More Info) 381 59 3 5 448 43.75
Resolved/Closed 347 73 8 2 430 41.99
New and Logged by % 83.79 14.06 1.17 0.98  

Telephone Calls to the IT Service Desk

Total Number of Calls 380
Average Queue Time 8:40
Maximum Queue Time 29:56
% Calls Answered Within Service Target 43.08%

Week ending 31st October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 567 271 30 3 871  
New and Logged in Service Desk System 567 74 12 3 656  
Assigned (Work not Started) 43 6 0 0 49 7.47
Work In Progress 5 1 0 0 6 0.91
Pending (Waiting on More Info) 234 30 3 1 268 40.85
Resolved/Closed 285 37 9 2 333 50.76
New and Logged by % 86.43 11.28 1.83 0.46  

Telephone Calls to the IT Service Desk

Total Number of Calls 271
Average Queue Time 04:18
Maximum Queue Time 16:40:00
% Calls Answered Within Service Target 73.44%

Week ending 24th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 741 383 48 0 1172  
New and Logged in Service Desk System 741 137 14 0 892  
Assigned (Work not Started) 178 7 0 0 185 20.74
Work In Progress 4 1 0 0 5 0.56
Pending (Waiting on More Info) 305 55 0 0 360 40.36
Resolved/Closed 254 74 14 0 342 38.34
New and Logged by % 83.07 15.36 1.57 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 383
Average Queue Time 03:58
Maximum Queue Time 15:45:00
% Calls Answered Within Service Target 74.49%

Week ending 17th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 919 462 71 7 1459  
New and Logged in Service Desk System 919 171 21 7 1118  
Assigned (Work not Started) 116 14 3 2 135 12.08
Work In Progress 4 1 0 0 5 0.45
Pending (Waiting on More Info) 417 44 5 2 468 41.86
Resolved/Closed 382 112 13 3 510 45.62
New and Logged by % 82.20 15.30 1.88 0.63  

Telephone Calls to the IT Service Desk

Total Number of Calls 462
Average Queue Time 4:32
Maximum Queue Time 20:23
% Calls Answered Within Service Target 75.05%

Week ending 10th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1120 540 57 16 1733  
New and Logged in Service Desk System 1120 210 18 16 1364  
Assigned (Work not Started) 58 6 2 1 67 4.91
Work In Progress 2 1 0 0 3 0.22
Pending (Waiting on More Info) 554 86 6 3 649 47.58
Resolved/Closed 506 117 10 12 645 47.29
New and Logged by % 82.11 15.40 1.32 1.17  

Telephone Calls to the IT Service Desk

Total Number of Calls 540
Average Queue Time 5:37
Maximum Queue Time 24:20
% Calls Answered Within Service Target 61.16%

Week ending 3rd October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1297 660 81 11 2049  
New and Logged in Service Desk System 1297 241 24 11 1573  
Assigned (Work not Started) 136 17 1 3 157 9.98
Work In Progress 3 1 0 0 4 0.25
Pending (Waiting on More Info) 624 85 6 3 718 45.65
Resolved/Closed 534 138 17 5 694 44.12
New and Logged by % 82.45 15.32 1.53 0.70 100  

Telephone Calls to the IT Service Desk

Total Number of Calls 660
Average Queue Time 7:06
Maximum Queue Time 26:24
% Calls Answered Within Service Target 44.44%

Week ending 26th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1315 647 73 11 2046  
New and Logged in Service Desk System 1315 239 22 11 1587  
Assigned (Work not Started) 179 18 2 1 200 12.60
Work In Progress 1 1 0 0 2 0.13
Pending (Waiting on More Info) 579 76 1 3 659 41.52
Resolved/Closed 554 144 19 7 724 45.62
New and Logged by % 82.86 15.06 1.39 0.69  

Telephone Calls to the IT Service Desk

Total Number of Calls 647
Average Queue Time 7:46
Maximum Queue Time 44:25
% Calls Answered Within Service Target 48.04%

Week ending 19th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1731 729 75 22 2557  
New and Logged in Service Desk System 1731 277 22 22 2052  
Assigned (Work not Started) 277 9 1 4 291 14.18
Work In Progress 1 1 0 1 3 0.15
Pending (Waiting on More Info) 684 85 6 2 777 37.87
Resolved/Closed 767 183 15 16 981 47.81
New and Logged by % 84.36 13.50 1.07 1.07  

Telephone Calls to the IT Service Desk

Total Number of Calls 729
Average Queue Time 12:10
Maximum Queue Time 34:49
% Calls Answered Within Service Target 27.22%

Week ending 12th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1557 550 62 9 2178  
New and Logged in Service Desk System 1557 169 26 9 1761  
Assigned (Work not Started) 92 5 0 0 97 5.51
Work In Progress 2 0 0 0 2 0.11
Pending (Waiting on More Info) 730 59 11 0 800 45.43
Resolved/Closed 733 105 15 9 862 48.95
New and Logged by % 88.42 9.60 1.48 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 550
Average Queue Time 11:46
Maximum Queue Time 34:02
% Calls Answered Within Service Target 23.58%

Week ending 5th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1103 448 51 12 1614  
New and Logged in Service Desk System 1103 157 19 12 1291  
Assigned (Work not Started) 111 8 0 3 122 9.45
Work In Progress 2 0 0 0 2 0.15
Pending (Waiting on More Info) 453 54 4 2 513 39.74
Resolved/Closed 536 95 15 7 653 50.58
New and Logged by % 85.44 12.16 1.47 0.93  

Telephone Calls to the IT Service Desk

Total Number of Calls 448
Average Queue Time 7:08
Maximum Queue Time 30:38
% Calls Answered Within Service Target 47.22%

Statistics Archive

Click on the links below to view statistics for previous academic years: