IT Service Desk Statistics

IT Service Desk Statistics for 2020/2021

Summary for Academic Year 2020-2021 to date

 

Phone Calls (896 2000) 6234
Emails (itservicedesk@tcd.ie) 15517
Walk-In (Aras an Phiarsaigh) 0
Web Submissions (http://ask.tcd.ie) 183
WebChat (https://www.tcd.ie/itservices/help/chat/)

982

Total 21934

Monthly Statistics

December 2020

Call Source Email Phone WebChat Web Total
Total Callers 1839 788 143 19 2789
New & Logged in System 1839 322 40 19 2220
Resolved/Closed 1156 240 30 9 1435
Avg Closure Within 1 Week (%) 64.64

December Telephone Calls to the IT Service Desk
Total Number of Calls 788
Average Queue Time 3:26
Average Maximum Queue Time 12:50
% Calls Answered Within Service Target* 82.39%
*Service Target = 75% of all incoming calls answered within 5 minutes

November 2020

Call Source Email Phone WebChat Web Total
Total Callers 3440 1333 256 29 5058
New & Logged in System 3440 581 94 29 4144
Resolved/Closed 1606 362 61 14 2043
Avg Closure Within 1 Week (%) 49.30

November Telephone Calls to the IT Service Desk
Total Number of Calls 1333
Average Queue Time 4:52
Average Maximum Queue Time 21:07
% Calls Answered Within Service Target* 74.73%
*Service Target = 75% of all incoming calls answered within 5 minutes

October 2020

Call Source Email Phone WebChat Web Total
Total Callers 4547 1963 311 56 6877
New & Logged in System 4547 727 121 56 5451
Resolved/Closed 2166 485 79 25 2755
Avg Closure Within 1 Week (%) 50.54

October Telephone Calls to the IT Service Desk
Total Number of Calls 1963
Average Queue Time 3:54
Average Maximum Queue Time 14:54
% Calls Answered Within Service Target* 76.23%
*Service Target = 75% of all incoming calls answered within 5 minutes

September 2020

Call Source Email Phone WebChat Web Total
Total Callers 5887 2281 311 79 8558
New & Logged in System 5887 873 101 79 6940
Resolved/Closed 3133 627 71 30 3861
Avg Closure Within 1 Week (%) 55.63

September Telephone Calls to the IT Service Desk
Total Number of Calls 2281
Average Queue Time 5:56
Average Maximum Queue Time 30:17
% Calls Answered Within Service Target* 60.41%
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 17th January 2021

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 656 230 35 8 929  
New & Logged in Service Desk System 656 86 19 8 769  
Assigned (Work not Started) 33 3 0 0 36 4.68
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 283 32 10 4 329 42.78
Resolved/Closed 340 51 9 4 404 52.54
New & Logged by % 85.31 11.18 2.47 1.04  

Telephone Calls to the IT Service Desk
Total Number of Calls 230
Average Queue Time 02:24
Maximum Queue Time 9:46
% Calls Answered Within Service Target 85.99%

Week ending 10th January 2021

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 581 245 30 10 866  
New & Logged in Service Desk System 581 75 12 10 678  
Assigned (Work not Started) 32 4 0 5 41 6.05
Work In Progress 1 0 0 0 1 0.15
Pending (Waiting on More Info) 262 17 3 0 282 41.59
Resolved/Closed 286 54 9 5 354 52.21
New & Logged by % 85.69 11.06 1.77 1.47  

Telephone Calls to the IT Service Desk
Total Number of Calls 245
Average Queue Time 04:37
Maximum Queue Time 22:43
% Calls Answered Within Service Target 74.74%

Week ending 23rd December 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 244 99 14 2 359  
New & Logged in Service Desk System 244 26 1 2 273  
Assigned (Work not Started) 8 0 0 0 8 2.93
Work In Progress 1 0 0 0 1 0.37
Pending (Waiting on More Info) 44 8 0 1 53 19.41
Resolved/Closed 191 18 1 1 211 77.29
New & Logged by % 89.38 9.52 0.37 0.73  

Telephone Calls to the IT Service Desk
Total Number of Calls 99
Average Queue Time 02:47
Maximum Queue Time 10:42
% Calls Answered Within Service Target 89.72%

Week ending 20th December 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 536 232 42 3 813  
New & Logged in Service Desk System 536 99 11 3 649  
Assigned (Work not Started) 12 3 0 0 15 2.31
Work In Progress 0 1 0 0 1 0.15
Pending (Waiting on More Info) 63 9 2 0 74 11.40
Resolved/Closed 461 86 9 3 559 86.13
New & Logged by % 82.59 15.25 1.69 0.46  

Telephone Calls to the IT Service Desk
Total Number of Calls 232
Average Queue Time 03:52
Maximum Queue Time 14:59
% Calls Answered Within Service Target 79.78%

Week ending 13th December 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 481 226 35 7 749  
New & Logged in Service Desk System 481 91 18 7 597  
Assigned (Work not Started) 41 2 0 2 45 7.54
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 216 29 4 4 253 42.38
Resolved/Closed 224 60 14 1 299 50.08
New & Logged by % 80.57 15.24 3.02 1.17  

Telephone Calls to the IT Service Desk
Total Number of Calls 226
Average Queue Time 02:58
Maximum Queue Time 11:24
% Calls Answered Within Service Target 80.00%

Week ending 6th December 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 578 231 52 7 868  
New & Logged in Service Desk System 578 106 10 7 701  
Assigned (Work not Started) 46 3 1 1 51 7.28
Work In Progress 1 0 0 0 1 0.14
Pending (Waiting on More Info) 251 27 3 2 283 40.37
Resolved/Closed 280 76 6 4 366 52.21
New & Logged by % 82.45 15.12 1.43 1.00  

Telephone Calls to the IT Service Desk
Total Number of Calls 231
Average Queue Time 04:10
Maximum Queue Time 14:15
% Calls Answered Within Service Target 80.08%

Week ending 29th November 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 694 276 40 9 1019  
New & Logged in Service Desk System 694 121 19 9 843  
Assigned (Work not Started) 51 5 2 2 60 7.12
Work In Progress 1 1 0 0 2 0.24
Pending (Waiting on More Info) 307 30 6 1 344 40.81
Resolved/Closed 335 85 11 6 437 51.84
New & Logged by % 82.33 14.35 2.25 1.07  

Telephone Calls to the IT Service Desk
Total Number of Calls 276
Average Queue Time 05:30
Maximum Queue Time 21:05:00
% Calls Answered Within Service Target 73.39%

Week ending 22nd November 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 745 272 56 3 1076  
New & Logged in Service Desk System 745 130 19 3 897  
Assigned (Work not Started) 81 12 1 1 95 10.59
Work In Progress 0 1 0 0 1 0.11
Pending (Waiting on More Info) 321 47 6 0 374 41.69
Resolved/Closed 343 70 12 2 427 47.60
New & Logged by % 83.05 14.49 2.12 0.33  

Telephone Calls to the IT Service Desk
Total Number of Calls 272
Average Queue Time 04:58
Maximum Queue Time 24:10:00
% Calls Answered Within Service Target 79.03%

Week ending 15th November 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 647 273 54 6 980  
New & Logged in Service Desk System 647 128 16 6 797  
Assigned (Work not Started) 43 7 0 1 51 6.40
Work In Progress 3 0 0 0 3 0.38
Pending (Waiting on More Info) 301 34 3 3 341 42.79
Resolved/Closed 300 87 13 2 402 50.44
New & Logged by % 81.18 16.06 2.01 0.75  

Telephone Calls to the IT Service Desk
Total Number of Calls 273
Average Queue Time 5:14
Maximum Queue Time 22:26
% Calls Answered Within Service Target 70.24%

Week ending 8th November 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 760 296 57 8 1121  
New & Logged in Service Desk System 760 126 21 8 915  
Assigned (Work not Started) 52 3 0 3 58 6.34
Work In Progress 2 0 0 0 2 0.22
Pending (Waiting on More Info) 328 57 10 1 396 43.28
Resolved/Closed 378 66 11 4 459 50.16
New & Logged by % 83.06 13.77 2.30 0.87  

Telephone Calls to the IT Service Desk
Total Number of Calls 296
Average Queue Time 4:25
Maximum Queue Time 16:48
% Calls Answered Within Service Target 76.28%

Week ending 1st November 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 594 216 49 3 862  
New & Logged in Service Desk System 594 76 19 3 692  
Assigned (Work not Started) 65 3 3 2 73 10.55
Work In Progress 2 0 0 0 2 0.29
Pending (Waiting on More Info) 277 19 2 1 299 43.21
Resolved/Closed 250 54 14 0 318 45.95
New & Logged by % 85.84 10.98 2.75 0.43  

Telephone Calls to the IT Service Desk
Total Number of Calls 216
Average Queue Time 3:48
Maximum Queue Time 11:27
% Calls Answered Within Service Target 73.75%

Week ending 25th October 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 825 377 64 9 1275  
New & Logged in Service Desk System 825 136 15 9 985  
Assigned (Work not Started) 44 10 1 4 59 5.99
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 393 43 3 1 440 44.67
Resolved/Closed 388 83 11 4 486 49.34
New & Logged by % 83.76 13.81 1.52 0.91  

Telephone Calls to the IT Service Desk
Total Number of Calls 377
Average Queue Time 2:56
Maximum Queue Time 10:24
% Calls Answered Within Service Target 88.15%

Week ending 18th October 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 1165 454 73 14 1706  
New & Logged in Service Desk System 1165 186 39 14 1404  
Assigned (Work not Started) 120 10 1 5 136 9.69
Work In Progress 2 1 0 0 3 0.21
Pending (Waiting on More Info) 445 55 11 5 516 36.75
Resolved/Closed 598 120 27 4 749 53.35
New & Logged by % 82.98 13.25 2.78 1.00  

Telephone Calls to the IT Service Desk
Total Number of Calls 454
Average Queue Time 3:52
Maximum Queue Time 18:12
% Calls Answered Within Service Target 77.78%

Week ending 11th October 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 1124 526 70 15 1735  
New & Logged in Service Desk System 1124 179 33 15 1351  
Assigned (Work not Started) 84 13 0 4 101 7.48
Work In Progress 2 0 0 0 2 0.15
Pending (Waiting on More Info) 543 51 16 2 612 45.30
Resolved/Closed 495 115 17 9 636 47.08
New & Logged by % 83.20 13.25 2.44 1.11  

Telephone Calls to the IT Service Desk
Total Number of Calls 526
Average Queue Time 5:01
Maximum Queue Time 19:34
% Calls Answered Within Service Target 65.26%

Week ending 4th October 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 1433 606 104 18 2161  
New & Logged in Service Desk System 1433 226 34 18 1711  
Assigned (Work not Started) 181 10 2 9 202 11.81
Work In Progress 4 1 0 0 5 0.29
Pending (Waiting on More Info) 562 48 8 1 619 36.18
Resolved/Closed 685 167 24 8 884 51.67
New & Logged by % 83.75 13.21 1.99 1.05 100  

Telephone Calls to the IT Service Desk
Total Number of Calls 606
Average Queue Time 5:56
Maximum Queue Time 32:15
% Calls Answered Within Service Target 63.51%

Week ending 27th September 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 1342 556 70 22 1990  
New & Logged in Service Desk System 1342 222 26 22 1612  
Assigned (Work not Started) 113 10 1 10 134 8.31
Work In Progress 1 0 0 0 1 0.06
Pending (Waiting on More Info) 545 62 7 5 619 38.40
Resolved/Closed 683 150 18 7 858 53.23
New & Logged by % 83.25 13.77 1.61 1.36  

Telephone Calls to the IT Service Desk
Total Number of Calls 556
Average Queue Time 4:52
Maximum Queue Time 20:41
% Calls Answered Within Service Target 69.00%

 

Week ending 20th September 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 1305 508 56 12 1881  
New & Logged in Service Desk System 1305 181 18 12 1516  
Assigned (Work not Started) 117 5 1 0 123 8.11
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 455 30 6 6 497 32.78
Resolved/Closed 733 146 11 6 896 59.10
New & Logged by % 86.08 11.94 1.19 0.79  

Telephone Calls to the IT Service Desk
Total Number of Calls 508
Average Queue Time 5:49
Maximum Queue Time 33:32
% Calls Answered Within Service Target 63.92%

Week ending 13th September 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 945 340 46 19 1350  
New & Logged in Service Desk System 945 141 17 19 1122  
Assigned (Work not Started) 62 7 1 8 78 6.95
Work In Progress 1 1 0 0 2 0.18
Pending (Waiting on More Info) 378 44 3 4 429 38.24
Resolved/Closed 504 89 13 7 613 54.63
New & Logged by % 84.22 12.57 1.52 1.69  

Telephone Calls to the IT Service Desk
Total Number of Calls 340
Average Queue Time 05:01:00
Maximum Queue Time 24:36:00
% Calls Answered Within Service Target 59.50%

Week ending 6th September 2020

Call Source

Email

Phone

WebChat

Web

Total

Status%

Total Callers 862 271 35 8 1176  
New & Logged in Service Desk System 862 103 6 8 979  
Assigned (Work not Started) 36 2 0 4 42 4.29
Work In Progress 2 0 0 0 2 0.20
Pending (Waiting on More Info) 296 26 1 2 325 33.20
Resolved/Closed 528 75 5 2 610 62.31
New & Logged by % 88.05 10.52 0.61 0.82  

Telephone Calls to the IT Service Desk
Total Number of Calls 271
Average Queue Time 08:04:00
Maximum Queue Time 40:24:00
% Calls Answered Within Service Target 46.13%