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IT Service Desk Statistics
IT Service Desk Statistics for 2022/2023
Summary for Academic Year 2022-2023 to date
| Emails (itservicedesk@tcd.ie) |
23266 |
| Phone Calls (896 2000) |
10065 |
| Walk-In (Aras an Phiarsaigh) |
4525 |
| Web Submissions (http://ask.tcd.ie) |
444 |
| Total |
38300 |
Monthly Statistics
February 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3990 |
1307 |
695 |
48 |
6040 |
| New and Logged in System |
3990 |
402 |
170 |
48 |
4610 |
| Resolved/Closed |
1724 |
217 |
140 |
17 |
2098 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
45.51 |
February Telephone Calls to the IT Service Desk
| Total Number of Calls |
1307 |
| Average Queue Time |
5:35 |
| Average Maximum Queue Time |
27:49 |
| % Calls Answered Within Service Target* |
68.65% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
January 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3228 |
1541 |
538 |
50 |
5357 |
| New and Logged in System |
3228 |
451 |
150 |
50 |
3879 |
| Resolved/Closed |
1019 |
260 |
126 |
23 |
1428 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
36.81 |
January Telephone Calls to the IT Service Desk
| Total Number of Calls |
1541 |
| Average Queue Time |
7:42 |
| Average Maximum Queue Time |
29:52 |
| % Calls Answered Within Service Target* |
54.85% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
December 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
1567 |
749 |
164 |
27 |
2507 |
| New and Logged in System |
1567 |
192 |
70 |
27 |
1856 |
| Resolved/Closed |
693 |
119 |
58 |
13 |
883 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
47.58% |
December Telephone Calls to the IT Service Desk
| Total Number of Calls |
749 |
| Average Queue Time |
5:11 |
| Average Maximum Queue Time |
24:28 |
| % Calls Answered Within Service Target* |
70.92 |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
November 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3347 |
1545 |
560 |
56 |
5508 |
| New and Logged in System |
3347 |
510 |
204 |
56 |
4117 |
| Resolved/Closed |
1193 |
289 |
173 |
29 |
1684 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
40.90 |
November Telephone Calls to the IT Service Desk
| Total Number of Calls |
1545 |
| Average Queue Time |
4:55 |
| Average Maximum Queue Time |
22:23 |
| % Calls Answered Within Service Target* |
67.21 |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3172 |
1446 |
519 |
69 |
|
| New and Logged in System |
3172 |
465 |
159 |
69 |
|
| Resolved/Closed |
1054 |
276 |
132 |
30 |
|
| Avg Closure Within 1 Week (%) |
|
|
|
|
38.60 |
October Telephone Calls to the IT Service Desk
| Total Number of Calls |
1446 |
| Average Queue Time |
5:12 |
| Average Maximum Queue Time |
23:17 |
| % Calls Answered Within Service Target* |
69.87 |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
September 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
5453 |
2309 |
1631 |
157 |
9550 |
| New and Logged in System |
5453 |
731 |
527 |
157 |
6868 |
| Resolved/Closed |
1672 |
454 |
475 |
71 |
2672 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
38.91 |
September Telephone Calls to the IT Service Desk
| Total Number of Calls |
2261 |
| Average Queue Time |
6:21 |
| Average Maximum Queue Time |
27:08 |
| % Calls Answered Within Service Target* |
54.07 |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
Weekly Statistics
Week ending 26th March 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
675 |
313 |
115 |
10 |
1113 |
|
| New and Logged in Service Desk System |
675 |
101 |
42 |
10 |
828 |
|
| Assigned (Work not Started) |
62 |
6 |
1 |
4 |
73 |
8.82 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.12 |
| Pending (Waiting on More Info) |
278 |
22 |
5 |
4 |
309 |
37.32 |
| Resolved/Closed |
334 |
73 |
36 |
2 |
445 |
53.74 |
| New and Logged by % |
81.52 |
12.20 |
5.07 |
1.21 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
313 |
| Average Queue Time |
5:37 |
| Maximum Queue Time |
17:50 |
| % Calls Answered Within Service Target |
65.03% |
Week ending 19th March 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
524 |
217 |
95 |
9 |
845 |
|
| New and Logged in Service Desk System |
524 |
63 |
37 |
9 |
633 |
|
| Assigned (Work not Started) |
133 |
9 |
2 |
4 |
148 |
23.38 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
205 |
20 |
2 |
4 |
231 |
36.49 |
| Resolved/Closed |
186 |
34 |
33 |
1 |
254 |
40.13 |
| New and Logged by % |
82.78 |
9.95 |
5.85 |
1.42 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
217 |
| Average Queue Time |
3:55 |
| Maximum Queue Time |
15:32 |
| % Calls Answered Within Service Target |
81.93% |
Week ending 12th March 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
613 |
268 |
60 |
8 |
949 |
|
| New and Logged in Service Desk System |
613 |
94 |
26 |
8 |
741 |
|
| Assigned (Work not Started) |
70 |
3 |
1 |
0 |
74 |
9.99 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
301 |
32 |
4 |
4 |
341 |
46.02 |
| Resolved/Closed |
240 |
59 |
21 |
4 |
324 |
43.72 |
| New and Logged by % |
82.73 |
12.69 |
3.51 |
1.08 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
268 |
| Average Queue Time |
4:02 |
| Maximum Queue Time |
17:15 |
| % Calls Answered Within Service Target |
77.63% |
Week ending 5th March 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
697 |
370 |
148 |
10 |
1225 |
|
| New and Logged in Service Desk System |
697 |
109 |
45 |
10 |
861 |
|
| Assigned (Work not Started) |
82 |
8 |
2 |
1 |
93 |
10.80 |
| Work In Progress |
1 |
2 |
0 |
0 |
3 |
0.35 |
| Pending (Waiting on More Info) |
285 |
39 |
6 |
2 |
332 |
38.56 |
| Resolved/Closed |
329 |
60 |
37 |
7 |
433 |
50.29 |
| New and Logged by % |
80.95 |
12.66 |
5.23 |
1.16 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
370 |
| Average Queue Time |
3:58 |
| Maximum Queue Time |
18:40 |
| % Calls Answered Within Service Target |
73.85% |
Week ending 26th February 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
746 |
317 |
177 |
9 |
1249 |
|
| New and Logged in Service Desk System |
746 |
89 |
23 |
9 |
867 |
|
| Assigned (Work not Started) |
267 |
13 |
1 |
3 |
284 |
32.76 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.12 |
| Pending (Waiting on More Info) |
265 |
30 |
9 |
4 |
308 |
35.52 |
| Resolved/Closed |
213 |
46 |
13 |
2 |
274 |
31.60 |
| New and Logged by % |
86.04 |
10.27 |
2.65 |
0.91 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
317 |
| Average Queue Time |
4:57 |
| Maximum Queue Time |
26:20 |
| % Calls Answered Within Service Target |
69.57% |
Week ending 19th February 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
713 |
323 |
188 |
8 |
1232 |
|
| New and Logged in Service Desk System |
713 |
93 |
65 |
8 |
879 |
|
| Assigned (Work not Started) |
344 |
7 |
4 |
5 |
360 |
40.96 |
| Work In Progress |
1 |
2 |
1 |
0 |
4 |
0.46 |
| Pending (Waiting on More Info) |
175 |
33 |
4 |
1 |
213 |
24.23 |
| Resolved/Closed |
193 |
43 |
56 |
2 |
294 |
33.45 |
| New and Logged by % |
81.11 |
10.58 |
7.39 |
0.91 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
323 |
| Average Queue Time |
4:48 |
| Maximum Queue Time |
28:27 |
| % Calls Answered Within Service Target |
75.07% |
Week ending 12th February 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1762 |
300 |
155 |
16 |
2233 |
|
| New and Logged in Service Desk System |
1762 |
106 |
47 |
16 |
1931 |
|
| Assigned (Work not Started) |
351 |
9 |
1 |
6 |
367 |
19.01 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.05 |
| Pending (Waiting on More Info) |
296 |
35 |
7 |
4 |
342 |
17.71 |
| Resolved/Closed |
1114 |
62 |
39 |
6 |
1221 |
63.23 |
| New and Logged by % |
91.25 |
5.49 |
2.43 |
0.83 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
300 |
| Average Queue Time |
6:38 |
| Maximum Queue Time |
24:43 |
| % Calls Answered Within Service Target |
58.58% |
Week ending 5th February 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
769 |
367 |
175 |
15 |
1326 |
|
| New and Logged in Service Desk System |
769 |
114 |
35 |
15 |
933 |
|
| Assigned (Work not Started) |
353 |
15 |
1 |
6 |
375 |
40.19 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
211 |
33 |
2 |
2 |
248 |
26.58 |
| Resolved/Closed |
204 |
66 |
32 |
7 |
309 |
33.12 |
| New and Logged by % |
82.42 |
12.22 |
3.75 |
1.61 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
367 |
| Average Queue Time |
5:21 |
| Maximum Queue Time |
31:45 |
| % Calls Answered Within Service Target |
69.70% |
Week ending 29th January 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
903 |
446 |
308 |
18 |
1675 |
|
| New and Logged in Service Desk System |
903 |
124 |
109 |
18 |
1154 |
|
| Assigned (Work not Started) |
444 |
17 |
7 |
6 |
474 |
41.07 |
| Work In Progress |
0 |
2 |
0 |
0 |
2 |
0.17 |
| Pending (Waiting on More Info) |
226 |
34 |
6 |
2 |
268 |
23.22 |
| Resolved/Closed |
233 |
71 |
96 |
10 |
410 |
35.53 |
| New and Logged by % |
78.25 |
10.75 |
9.45 |
1.56 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
446 |
| Average Queue Time |
08:36 |
| Maximum Queue Time |
32:58 |
| % Calls Answered Within Service Target |
41.00% |
Week ending 22nd January 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
897 |
391 |
105 |
8 |
1401 |
|
| New and Logged in Service Desk System |
897 |
124 |
22 |
8 |
1051 |
|
| Assigned (Work not Started) |
266 |
10 |
2 |
5 |
283 |
26.93 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.38 |
| Pending (Waiting on More Info) |
318 |
39 |
2 |
2 |
361 |
34.35 |
| Resolved/Closed |
309 |
75 |
18 |
1 |
403 |
38.34 |
| New and Logged by % |
85.35 |
11.80 |
2.09 |
0.76 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
391 |
| Average Queue Time |
06:32 |
| Maximum Queue Time |
24:26 |
| % Calls Answered Within Service Target |
65.94% |
Week ending 15th January 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
766 |
351 |
75 |
16 |
1208 |
|
| New and Logged in Service Desk System |
766 |
115 |
14 |
16 |
911 |
|
| Assigned (Work not Started) |
180 |
16 |
0 |
4 |
200 |
21.95 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
302 |
46 |
4 |
6 |
358 |
39.30 |
| Resolved/Closed |
283 |
53 |
10 |
6 |
352 |
38.64 |
| New and Logged by % |
84.08 |
12.62 |
1.54 |
1.76 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
351 |
| Average Queue Time |
06:37 |
| Maximum Queue Time |
30:39 |
| % Calls Answered Within Service Target |
63.41% |
Week ending 8th January 2023
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
662 |
353 |
50 |
8 |
1073 |
|
| New and Logged in Service Desk System |
662 |
88 |
5 |
8 |
763 |
|
| Assigned (Work not Started) |
175 |
3 |
0 |
1 |
179 |
23.46 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.52 |
| Pending (Waiting on More Info) |
249 |
24 |
3 |
1 |
277 |
36.30 |
| Resolved/Closed |
194 |
61 |
2 |
6 |
263 |
34.47 |
| New and Logged by % |
86.76 |
11.53 |
0.66 |
1.05 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
353 |
| Average Queue Time |
9:05 |
| Maximum Queue Time |
31:28 |
| % Calls Answered Within Service Target |
49.05% |
Week ending 25th December 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
399 |
175 |
26 |
9 |
609 |
|
| New and Logged in Service Desk System |
399 |
46 |
11 |
9 |
465 |
|
| Assigned (Work not Started) |
131 |
4 |
0 |
5 |
140 |
30.11 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.43 |
| Pending (Waiting on More Info) |
30 |
1 |
0 |
0 |
31 |
6.67 |
| Resolved/Closed |
236 |
41 |
4 |
4 |
292 |
62.80 |
| New and Logged by % |
85.81 |
9.89 |
2.37 |
1.94 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
175 |
| Average Queue Time |
4:24 |
| Maximum Queue Time |
15:06 |
| % Calls Answered Within Service Target |
81.96% |
Week ending 18th December 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
538 |
257 |
49 |
6 |
850 |
|
| New and Logged in Service Desk System |
538 |
68 |
15 |
6 |
627 |
|
| Assigned (Work not Started) |
113 |
4 |
1 |
4 |
122 |
19.46 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.48 |
| Pending (Waiting on More Info) |
211 |
24 |
2 |
0 |
237 |
37.80 |
| Resolved/Closed |
212 |
39 |
12 |
2 |
265 |
42.26 |
| New and Logged by % |
85.81 |
10.85 |
2.39 |
0.96 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
257 |
| Average Queue Time |
6:53 |
| Maximum Queue Time |
24:28 |
| % Calls Answered Within Service Target |
62.25% |
Week ending 11th December 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
630 |
317 |
89 |
12 |
1048 |
|
| New and Logged in Service Desk System |
630 |
78 |
44 |
12 |
764 |
|
| Assigned (Work not Started) |
84 |
6 |
2 |
2 |
94 |
12.30 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.26 |
| Pending (Waiting on More Info) |
299 |
33 |
7 |
3 |
342 |
44.76 |
| Resolved/Closed |
245 |
39 |
35 |
7 |
326 |
42.67 |
| New and Logged by % |
82.46 |
10.21 |
5.76 |
1.57 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
317 |
| Average Queue Time |
4:31 |
| Maximum Queue Time |
16:18 |
| % Calls Answered Within Service Target |
70.73% |
Week ending 4th December 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
637 |
354 |
109 |
10 |
1110 |
|
| New and Logged in Service Desk System |
637 |
108 |
60 |
10 |
815 |
|
| Assigned (Work not Started) |
66 |
4 |
0 |
4 |
74 |
9.08 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.12 |
| Pending (Waiting on More Info) |
320 |
42 |
4 |
3 |
369 |
45.28 |
| Resolved/Closed |
250 |
62 |
56 |
3 |
371 |
45.52 |
| New and Logged by % |
78.16 |
13.25 |
7.36 |
1.23 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
354 |
| Average Queue Time |
5:19 |
| Maximum Queue Time |
20:15 |
| % Calls Answered Within Service Target |
63.91% |
Week ending 27th November 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
599 |
296 |
90 |
13 |
998 |
|
| New and Logged in Service Desk System |
599 |
84 |
14 |
13 |
710 |
|
| Assigned (Work not Started) |
163 |
10 |
1 |
4 |
178 |
25.07 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
220 |
32 |
3 |
0 |
255 |
35.92 |
| Resolved/Closed |
216 |
42 |
10 |
9 |
277 |
39.01 |
| New and Logged by % |
84.37 |
11.83 |
1.97 |
1.83 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
296 |
| Average Queue Time |
5:59 |
| Maximum Queue Time |
27:26 |
| % Calls Answered Within Service Target |
58.74% |
Week ending 20th November 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
709 |
279 |
14 |
8 |
1010 |
|
| New and Logged in Service Desk System |
709 |
100 |
29 |
8 |
846 |
|
| Assigned (Work not Started) |
228 |
11 |
1 |
5 |
245 |
28.96 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.47 |
| Pending (Waiting on More Info) |
224 |
34 |
6 |
1 |
265 |
31.32 |
| Resolved/Closed |
253 |
55 |
22 |
2 |
332 |
39.24 |
| New and Logged by % |
83.81 |
11.82 |
3.43 |
0.95 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
279 |
| Average Queue Time |
04:33 |
| Maximum Queue Time |
27:13 |
| % Calls Answered Within Service Target |
74.39% |
Week ending 13th November 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
765 |
351 |
141 |
11 |
1268 |
|
| New and Logged in Service Desk System |
765 |
122 |
15 |
11 |
913 |
|
| Assigned (Work not Started) |
116 |
7 |
1 |
0 |
124 |
13.58 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
383 |
43 |
3 |
4 |
433 |
47.43 |
| Resolved/Closed |
265 |
72 |
11 |
6 |
354 |
38.77 |
| New and Logged by % |
83.79 |
13.36 |
1.64 |
1.20 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
351 |
| Average Queue Time |
04:17 |
| Maximum Queue Time |
20:44 |
| % Calls Answered Within Service Target |
70.02% |
Week ending 6th November 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
637 |
265 |
206 |
14 |
1122 |
|
| New and Logged in Service Desk System |
637 |
96 |
86 |
14 |
833 |
|
| Assigned (Work not Started) |
182 |
6 |
3 |
1 |
192 |
23.05 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.24 |
| Pending (Waiting on More Info) |
244 |
32 |
9 |
4 |
289 |
34.69 |
| Resolved/Closed |
209 |
58 |
74 |
9 |
350 |
42.02 |
| New and Logged by % |
76.47 |
11.52 |
10.32 |
1.68 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
265 |
| Average Queue Time |
04:31 |
| Maximum Queue Time |
16:18 |
| % Calls Answered Within Service Target |
68.99% |
Week ending 30th October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
614 |
325 |
51 |
8 |
998 |
|
| New and Logged in Service Desk System |
614 |
99 |
17 |
8 |
738 |
|
| Assigned (Work not Started) |
202 |
11 |
0 |
3 |
216 |
29.27 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
234 |
29 |
2 |
2 |
267 |
36.18 |
| Resolved/Closed |
177 |
58 |
15 |
3 |
253 |
34.28 |
| New and Logged by % |
83.20 |
13.41 |
2.30 |
1.08 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
325 |
| Average Queue Time |
06:43 |
| Maximum Queue Time |
37:26 |
| % Calls Answered Within Service Target |
66.49% |
Week ending 23rd October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
715 |
314 |
124 |
16 |
1169 |
|
| New and Logged in Service Desk System |
715 |
111 |
49 |
16 |
891 |
|
| Assigned (Work not Started) |
153 |
18 |
1 |
4 |
176 |
19.75 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.34 |
| Pending (Waiting on More Info) |
299 |
33 |
7 |
5 |
344 |
38.61 |
| Resolved/Closed |
260 |
60 |
41 |
7 |
368 |
41.30 |
| New and Logged by % |
80.25 |
12.46 |
5.50 |
1.80 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
314 |
| Average Queue Time |
4:33 |
| Maximum Queue Time |
17:56 |
| % Calls Answered Within Service Target |
69.15% |
Week ending 16th October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
859 |
404 |
167 |
23 |
1453 |
|
| New and Logged in Service Desk System |
859 |
125 |
36 |
23 |
1043 |
|
| Assigned (Work not Started) |
185 |
12 |
3 |
9 |
209 |
20.04 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.10 |
| Pending (Waiting on More Info) |
386 |
33 |
3 |
2 |
424 |
40.65 |
| Resolved/Closed |
287 |
80 |
30 |
12 |
409 |
39.21 |
| New and Logged by % |
82.36 |
11.98 |
3.45 |
2.21 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
404 |
| Average Queue Time |
6:00 |
| Maximum Queue Time |
22:36 |
| % Calls Answered Within Service Target |
63.95% |
Week ending 9th October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
984 |
403 |
177 |
22 |
1586 |
|
| New and Logged in Service Desk System |
984 |
130 |
57 |
22 |
1193 |
|
| Assigned (Work not Started) |
274 |
8 |
1 |
9 |
292 |
24.48 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.25 |
| Pending (Waiting on More Info) |
377 |
44 |
10 |
5 |
436 |
36.55 |
| Resolved/Closed |
330 |
78 |
46 |
8 |
462 |
38.73 |
| New and Logged by % |
82.48 |
10.90 |
4.78 |
1.84 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
403 |
| Average Queue Time |
3:35 |
| Maximum Queue Time |
15:11 |
| % Calls Answered Within Service Target |
79.87% |
Week ending 2nd October 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1117 |
513 |
313 |
29 |
1972 |
|
| New and Logged in Service Desk System |
1117 |
153 |
72 |
29 |
1371 |
|
| Assigned (Work not Started) |
309 |
9 |
3 |
7 |
328 |
23.92 |
| Work In Progress |
9 |
0 |
0 |
0 |
9 |
0.66 |
| Pending (Waiting on More Info) |
456 |
53 |
5 |
5 |
519 |
37.86 |
| Resolved/Closed |
343 |
91 |
64 |
17 |
515 |
37.56 |
| New and Logged by % |
81.47 |
11.16 |
5.25 |
2.12 |
100 |
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
513 |
| Average Queue Time |
4:57 |
| Maximum Queue Time |
22:42 |
| % Calls Answered Within Service Target |
69.64% |
Week ending 25th September 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1311 |
561 |
466 |
35 |
2373 |
|
| New and Logged in Service Desk System |
1311 |
181 |
146 |
35 |
1673 |
|
| Assigned (Work not Started) |
364 |
17 |
5 |
14 |
400 |
23.91 |
| Work In Progress |
7 |
1 |
0 |
0 |
8 |
0.48 |
| Pending (Waiting on More Info) |
524 |
50 |
15 |
6 |
595 |
35.56 |
| Resolved/Closed |
416 |
113 |
126 |
15 |
670 |
40.05 |
| New and Logged by % |
78.36 |
10.82 |
8.73 |
2.09 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
561 |
| Average Queue Time |
4:34 |
| Maximum Queue Time |
16:17 |
| % Calls Answered Within Service Target |
69.53% |
Week ending 18th September 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1695 |
652 |
608 |
51 |
3006 |
|
| New and Logged in Service Desk System |
1695 |
216 |
136 |
51 |
2098 |
|
| Assigned (Work not Started) |
549 |
16 |
4 |
25 |
594 |
28.31 |
| Work In Progress |
5 |
0 |
0 |
0 |
5 |
0.24 |
| Pending (Waiting on More Info) |
666 |
66 |
6 |
4 |
742 |
35.37 |
| Resolved/Closed |
478 |
134 |
126 |
22 |
760 |
36.22 |
| New and Logged by % |
80.79 |
10.30 |
6.48 |
2.43 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
652 |
| Average Queue Time |
6:09 |
| Maximum Queue Time |
25:15 |
| % Calls Answered Within Service Target |
46.99% |
Week ending 11th September 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1330 |
583 |
244 |
42 |
2199 |
|
| New and Logged in Service Desk System |
1330 |
181 |
173 |
42 |
1726 |
|
| Assigned (Work not Started) |
325 |
7 |
2 |
19 |
353 |
20.48 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.23 |
| Pending (Waiting on More Info) |
566 |
58 |
12 |
6 |
642 |
37.24 |
| Resolved/Closed |
435 |
116 |
159 |
17 |
727 |
42.05 |
| New and Logged by % |
77.06 |
10.49 |
10.02 |
2.43 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
583 |
| Average Queue Time |
9:44 |
| Maximum Queue Time |
44:20 |
| % Calls Answered Within Service Target |
30.14% |
Statistics Archive
Click on the links below to view statistics for previous academic years:
