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IT Service Desk Statistics 2018-2019
Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2018-19 Academic Year.
Summary for Academic Year 2018-2019 to date
| Phone Calls (896 2000) |
15728 |
| Emails (itservicedesk@tcd.ie) |
25770 |
| Walk-In (Aras an Phiarsaigh) |
9378 |
| Web Submissions (http://ask.tcd.ie) |
268 |
| Total |
51144 |
Monthly Summaries
August 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2279 |
1405 |
631 |
15 |
4330 |
| New and Logged in System |
2279 |
486 |
171 |
15 |
2951 |
| Resolved/Closed |
1170 |
304 |
155 |
12 |
1641 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
55.60827 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
1405 |
| Average Queue Time |
3:57 |
| Average Maximum Queue Time |
16:29 |
| % Calls Answered Within Service Target* |
72.95% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
July 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2508 |
1517 |
581 |
21 |
4627 |
| New and Logged in System |
2508 |
550 |
174 |
21 |
3253 |
| Resolved/Closed |
1347 |
357 |
139 |
16 |
1859 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
57.14725 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
1517 |
| Average Queue Time |
3:04 |
| Average Maximum Queue Time |
14:42 |
| % Calls Answered Within Service Target* |
78.4% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2091 |
1322 |
490 |
12 |
3915 |
| New and Logged in System |
2091 |
419 |
161 |
12 |
2683 |
| Resolved/Closed |
1218 |
262 |
146 |
7 |
1633 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
60.86 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
1322 |
| Average Queue Time |
3:34 |
| Average Maximum Queue Time |
17:05 |
| % Calls Answered Within Service Target* |
74.35% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
May 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2602 |
1471 |
617 |
22 |
4712 |
| New and Logged in System |
2602 |
522 |
151 |
22 |
3297 |
| Resolved/Closed |
1448 |
329 |
129 |
17 |
1923 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
58.32 |
May Telephone Calls to the IT Service Desk
| Total Number of Calls |
1471 |
| Average Queue Time |
4:46 |
| Average Maximum Queue Time |
22:57 |
| % Calls Answered Within Service Target* |
81.00% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
April 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
1561 |
1100 |
523 |
9 |
3193 |
| New and Logged in System |
1561 |
434 |
125 |
9 |
2129 |
| Resolved/Closed |
832 |
293 |
111 |
9 |
1245 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
58.47 |
April Telephone Calls to the IT Service Desk
| Total Number of Calls |
1100 |
| Average Queue Time |
3:18 |
| Average Maximum Queue Time |
13:55 |
| % Calls Answered Within Service Target* |
82.74% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
1545 |
1151 |
701 |
13 |
3410 |
| New and Logged in System |
1545 |
541 |
188 |
13 |
2287 |
| Resolved/Closed |
886 |
416 |
172 |
8 |
1482 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
64.80 |
March Telephone Calls to the IT Service Desk
| Total Number of Calls |
1151 |
| Average Queue Time |
3:46 |
| Average Maximum Queue Time |
15:00 |
| % Calls Answered Within Service Target* |
84.05% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
February 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2151 |
1259 |
908 |
20 |
4053 |
| New and Logged in System |
2151
| 598 |
332 |
20 |
2747
|
| Resolved/Closed |
1106 |
412 |
317 |
9 |
1421 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
51.72 |
February Telephone Calls to the IT Service Desk
| Total Number of Calls |
1259 |
| Average Queue Time |
4:15 |
| Average Maximum Queue Time |
21:40 |
| % Calls Answered Within Service Target* |
82.33% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
January 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2731 |
1543 |
1123 |
16 |
5413 |
| New and Logged in System |
2731 |
701 |
446 |
16 |
3894 |
| Resolved/Closed |
1507 |
473 |
413 |
14 |
2407 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
61.81 |
January Telephone Calls to the IT Service Desk
| Total Number of Calls |
1543 |
| Average Queue Time |
3:36 |
| Average Maximum Queue Time |
16:06 |
| % Calls Answered Within Service Target* |
82.33% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
December 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
1253 |
819 |
282 |
21 |
2375 |
| New and Logged in System |
1253 |
354 |
137 |
21 |
1765 |
| Resolved/Closed |
620 |
232 |
126 |
16 |
994 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
56.31 |
December Telephone Calls to the IT Service Desk
| Total Number of Calls |
819 |
| Average Queue Time |
3:26 |
| Average Maximum Queue Time |
15:10 |
| % Calls Answered Within Service Target* |
83.73% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
November 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2345 |
1474 |
995 |
48 |
4862 |
| New and Logged in System |
2345 |
673 |
439 |
48 |
3505 |
| Resolved/Closed |
1222 |
460 |
409 |
41 |
2132 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
60.82 |
November Telephone Calls to the IT Service Desk
| Total Number of Calls |
1474 |
| Average Queue Time |
4:13 |
| Average Maximum Queue Time |
16:24 |
| % Calls Answered Within Service Target* |
83.71% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
October 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2202 |
1411 |
1176 |
27 |
4816 |
| New and Logged in System |
2202 |
609 |
364 |
27 |
3202 |
| Resolved/Closed |
998 |
369 |
336 |
20 |
1723 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
53.81 |
October Telephone Calls to the IT Service Desk
| Total Number of Calls |
1411 |
| Average Queue Time |
5:35 |
| Average Maximum Queue Time |
20:06 |
| % Calls Answered Within Service Target* |
83.50% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
September 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3170 |
1658 |
1602 |
49 |
6479 |
| New and Logged in System |
3170 |
711 |
525 |
49 |
4455 |
| Resolved/Closed |
1181 |
493 |
499 |
36 |
2209 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
49.58 |
September Telephone Calls to the IT Service Desk
| Total Number of Calls |
1658 |
| Average Queue Time |
3:48 |
| Average Maximum Queue Time |
18:12 |
| % Calls Answered Within Service Target* |
84.70% |
| *Service Target = 75% of all incoming calls answered within 15 minutes |
Weekly Statistics
Week ending 1st September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
668 |
402 |
251 |
5 |
1326 |
|
| New and Logged in Service Desk System |
668 |
164 |
45 |
5 |
882 |
|
| Assigned (Work not Started) |
68 |
13 |
1 |
0 |
82 |
9.30 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
230 |
43 |
2 |
0 |
275 |
31.18 |
| Resolved/Closed |
370 |
108 |
42 |
5 |
525 |
59.52 |
| New and Logged by % |
75.74 |
18.59 |
5.10 |
0.57 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
402 |
| Average Queue Time |
04:55 |
| Maximum Queue Time |
22:59:00 |
| % Calls Answered Within Service Target |
61.79% |
Week ending 25th August 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
638 |
390 |
157 |
3 |
1188 |
|
| New and Logged in Service Desk System |
638 |
133 |
48 |
3 |
822 |
|
| Assigned (Work not Started) |
108 |
11 |
0 |
2 |
121 |
14.72 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
216 |
31 |
3 |
0 |
250 |
30.41 |
| Resolved/Closed |
314 |
91 |
45 |
1 |
451 |
54.87 |
| New and Logged by % |
77.62 |
16.18 |
5.84 |
0.36 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
390 |
| Average Queue Time |
3:22 |
| Maximum Queue Time |
15:07 |
| % Calls Answered Within Service Target |
76.67% |
Week ending 18th August 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
537 |
339 |
118 |
6 |
1000 |
|
| New and Logged in Service Desk System |
537 |
102 |
50 |
6 |
695 |
|
| Assigned (Work not Started) |
99 |
11 |
1 |
0 |
111 |
15.97 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
170 |
30 |
6 |
0 |
206 |
29.64 |
| Resolved/Closed |
267 |
61 |
43 |
6 |
377 |
54.24 |
| New and Logged by % |
77.27 |
14.68 |
7.19 |
0.86 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
339 |
| Average Queue Time |
3:21 |
| Maximum Queue Time |
12:11 |
| % Calls Answered Within Service Target |
78.18% |
Week ending 11th August 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
436 |
274 |
105 |
1 |
816 |
|
| New and Logged in Service Desk System |
436 |
87 |
28 |
1 |
552 |
|
| Assigned (Work not Started) |
57 |
11 |
1 |
0 |
69 |
12.50 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.18 |
| Pending (Waiting on More Info) |
159 |
32 |
3 |
1 |
195 |
35.33 |
| Resolved/Closed |
219 |
44 |
25 |
0 |
288 |
52.17 |
| New and Logged by % |
78.99 |
15.76 |
5.07 |
0.18 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
274 |
| Average Queue Time |
04:12:00 |
| Maximum Queue Time |
15:40:00 |
| % Calls Answered Within Service Target |
75.16% |
Week ending 4th August 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
500 |
265 |
123 |
5 |
893 |
|
| New and Logged in Service Desk System |
500 |
120 |
33 |
5 |
658 |
|
| Assigned (Work not Started) |
61 |
13 |
1 |
0 |
75 |
11.40 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
153 |
36 |
4 |
1 |
194 |
29.48 |
| Resolved/Closed |
286 |
120 |
28 |
4 |
438 |
66.57 |
| New and Logged by % |
75.99 |
18.24 |
5.02 |
0.76 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
265 |
| Average Queue Time |
03:04 |
| Maximum Queue Time |
12:54 |
| % Calls Answered Within Service Target |
79.05% |
Week ending 28th July 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
508 |
327 |
134 |
3 |
972 |
|
| New and Logged in Service Desk System |
508 |
105 |
41 |
3 |
657 |
|
| Assigned (Work not Started) |
33 |
7 |
0 |
0 |
40 |
6.09 |
| Work In Progress |
0 |
1 |
1 |
0 |
2 |
0.30 |
| Pending (Waiting on More Info) |
196 |
25 |
7 |
0 |
228 |
34.70 |
| Resolved/Closed |
279 |
33 |
33 |
3 |
348 |
52.97 |
| New and Logged by % |
77.32 |
15.98 |
6.24 |
0.46 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
327 |
| Average Queue Time |
3:08 |
| Maximum Queue Time |
10:06 |
| % Calls Answered Within Service Target |
79.68% |
Week ending 21st July 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
513 |
311 |
121 |
0 |
945 |
|
| New and Logged in Service Desk System |
513 |
108 |
32 |
0 |
653 |
|
| Assigned (Work not Started) |
63 |
11 |
1 |
0 |
75 |
11.49 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
173 |
37 |
1 |
0 |
211 |
32.31 |
| Resolved/Closed |
277 |
60 |
30 |
0 |
367 |
56.20 |
| New and Logged by % |
78.56 |
16.54 |
4.90 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
311 |
| Average Queue Time |
3:49 |
| Maximum Queue Time |
21:47 |
| % Calls Answered Within Service Target |
74.55% |
Week ending 14th July 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
532 |
324 |
106 |
6 |
968 |
|
| New and Logged in Service Desk System |
532 |
92 |
28 |
6 |
658 |
|
| Assigned (Work not Started) |
32 |
13 |
0 |
0 |
45 |
6.84 |
| Work In Progress |
0 |
1 |
0 |
2 |
3 |
0.46 |
| Pending (Waiting on More Info) |
220 |
21 |
6 |
1 |
248 |
37.69 |
| Resolved/Closed |
280 |
57 |
22 |
3 |
362 |
55.02 |
| New and Logged by % |
80.85 |
13.98 |
4.26 |
0.91 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
324 |
| Average Queue Time |
2:53 |
| Maximum Queue Time |
15:22 |
| % Calls Answered Within Service Target |
76.96% |
Week ending 7th July 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
455 |
290 |
97 |
7 |
849 |
|
| New and Logged in Service Desk System |
455 |
125 |
40 |
7 |
627 |
|
| Assigned (Work not Started) |
63 |
10 |
4 |
1 |
78 |
12.44 |
| Work In Progress |
1 |
0 |
1 |
0 |
2 |
0.32 |
| Pending (Waiting on More Info) |
166 |
28 |
9 |
0 |
203 |
32.38 |
| Resolved/Closed |
225 |
87 |
26 |
6 |
344 |
54.86 |
| New and Logged by % |
72.57 |
19.94 |
6.38 |
1.12 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
290 |
| Average Queue Time |
2:29 |
| Maximum Queue Time |
11:33 |
| % Calls Answered Within Service Target |
82.39% |
Week ending 30th June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
445 |
349 |
132 |
5 |
931 |
|
| New and Logged in Service Desk System |
445 |
128 |
31 |
5 |
609 |
|
| Assigned (Work not Started) |
48 |
8 |
1 |
0 |
57 |
9.36 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
161 |
45 |
3 |
2 |
211 |
34.65 |
| Resolved/Closed |
236 |
75 |
27 |
3 |
341 |
55.99 |
| New and Logged by % |
73.07 |
21.02 |
5.09 |
0.82 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
349 |
| Average Queue Time |
3:54 |
| Maximum Queue Time |
15:33 |
| % Calls Answered Within Service Target |
71.66% |
Week ending 23rd June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
755 |
401 |
126 |
5 |
1287 |
|
| New and Logged in Service Desk System |
755 |
114 |
29 |
5 |
903 |
|
| Assigned (Work not Started) |
75 |
12 |
1 |
1 |
89 |
9.86 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.22 |
| Pending (Waiting on More Info) |
193 |
30 |
2 |
2 |
227 |
25.14 |
| Resolved/Closed |
486 |
71 |
26 |
2 |
585 |
64.78 |
| New and Logged by % |
83.61 |
12.62 |
3.21 |
0.55 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
401 |
| Average Queue Time |
3:22 |
| Maximum Queue Time |
21:46 |
| % Calls Answered Within Service Target |
75.05% |
Week ending 16th June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
467 |
316 |
144 |
1 |
928 |
|
| New and Logged in Service Desk System |
467 |
113 |
63 |
1 |
644 |
|
| Assigned (Work not Started) |
27 |
4 |
1 |
0 |
32 |
4.97 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
144 |
30 |
4 |
0 |
178 |
27.64 |
| Resolved/Closed |
296 |
79 |
58 |
1 |
434 |
67.39 |
| New and Logged by % |
72.52 |
17.55 |
9.78 |
0.16 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
316 |
| Average Queue Time |
3:48 |
| Maximum Queue Time |
17:21 |
| % Calls Answered Within Service Target |
69.73% |
Week ending 9th June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
424 |
256 |
88 |
1 |
769 |
|
| New and Logged in Service Desk System |
424 |
64 |
38 |
1 |
527 |
|
| Assigned (Work not Started) |
58 |
6 |
0 |
0 |
64 |
12.14 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.19 |
| Pending (Waiting on More Info) |
165 |
21 |
3 |
0 |
189 |
35.86 |
| Resolved/Closed |
200 |
37 |
35 |
1 |
273 |
51.80 |
| New and Logged by % |
80.46 |
12.14 |
7.21 |
0.19 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
256 |
| Average Queue Time |
3:13 |
| Maximum Queue Time |
13:42 |
| % Calls Answered Within Service Target |
80.94% |
Week ending 2nd June 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
525 |
297 |
113 |
5 |
940 |
|
| New and Logged in Service Desk System |
525 |
102 |
34 |
5 |
666 |
|
| Assigned (Work not Started) |
64 |
6 |
1 |
0 |
71 |
10.66 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
152 |
26 |
2 |
0 |
180 |
27.03 |
| Resolved/Closed |
309 |
70 |
31 |
5 |
415 |
62.31 |
| New and Logged by % |
78.83 |
15.32 |
5.11 |
0.75 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
297 |
| Average Queue Time |
5:37 |
| Maximum Queue Time |
26:30 |
| % Calls Answered Within Service Target |
78.57% |
Week ending 26th May 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
579 |
259 |
124 |
7 |
969 |
|
| New and Logged in Service Desk System |
579 |
101 |
45 |
7 |
732 |
|
| Assigned (Work not Started) |
37 |
5 |
0 |
1 |
43 |
5.87 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
173 |
30 |
2 |
0 |
205 |
28.01 |
| Resolved/Closed |
369 |
65 |
43 |
6 |
483 |
65.98 |
| New and Logged by % |
79.10 |
13.80 |
6.15 |
0.96 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
259 |
| Average Queue Time |
3:42 |
| Maximum Queue Time |
11:30 |
| % Calls Answered Within Service Target |
84.54% |
Week ending 19th May 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
474 |
304 |
131 |
3 |
912 |
|
| New and Logged in Service Desk System |
474 |
114 |
19 |
3 |
610 |
|
| Assigned (Work not Started) |
38 |
9 |
0 |
0 |
47 |
7.70 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
196 |
33 |
3 |
1 |
233 |
38.20 |
| Resolved/Closed |
240 |
71 |
16 |
2 |
329 |
53.93 |
| New and Logged by % |
77.70 |
18.69 |
3.11 |
0.49 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
304 |
| Average Queue Time |
4:26 |
| Maximum Queue Time |
24:19 |
| % Calls Answered Within Service Target |
80.54% |
Week ending 12th May 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
434 |
241 |
111 |
4 |
790 |
|
| New and Logged in Service Desk System |
434 |
89 |
28 |
4 |
555 |
|
| Assigned (Work not Started) |
60 |
4 |
2 |
0 |
66 |
11.89 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.18 |
| Pending (Waiting on More Info) |
153 |
28 |
5 |
1 |
187 |
33.69 |
| Resolved/Closed |
220 |
57 |
21 |
3 |
301 |
54.23 |
| New and Logged by % |
78.20 |
16.04 |
5.05 |
0.72 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
241 |
| Average Queue Time |
4:46 |
| Maximum Queue Time |
16:08 |
| % Calls Answered Within Service Target |
84.21% |
Week ending 5th May 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
590 |
370 |
138 |
3 |
1101 |
|
| New and Logged in Service Desk System |
590 |
116 |
25 |
3 |
734 |
|
| Assigned (Work not Started) |
58 |
9 |
0 |
2 |
69 |
9.40 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
221 |
40 |
7 |
0 |
268 |
36.51 |
| Resolved/Closed |
310 |
66 |
18 |
1 |
395 |
53.81 |
| New and Logged by % |
80.38 |
15.80 |
3.41 |
0.41 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
370 |
| Average Queue Time |
5:21 |
| Maximum Queue Time |
36:19 |
| % Calls Answered Within Service Target |
77.16% |
Week ending 28th April 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
311 |
223 |
88 |
3 |
625 |
|
| New and Logged in Service Desk System |
311 |
72 |
23 |
3 |
409 |
|
| Assigned (Work not Started) |
24 |
5 |
0 |
0 |
29 |
7.09 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
114 |
23 |
0 |
0 |
137 |
33.50 |
| Resolved/Closed |
173 |
44 |
23 |
3 |
243 |
59.41 |
| New and Logged by % |
76.04 |
17.60 |
5.62 |
0.73 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
223 |
| Average Queue Time |
3:08 |
| Maximum Queue Time |
10:43 |
| % Calls Answered Within Service Target |
82.71% |
Week ending 21st April 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
365 |
227 |
100 |
1 |
693 |
|
| New and Logged in Service Desk System |
365 |
90 |
31 |
1 |
487 |
|
| Assigned (Work not Started) |
59 |
8 |
0 |
0 |
67 |
13.76 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
154 |
26 |
3 |
0 |
183 |
37.58 |
| Resolved/Closed |
152 |
56 |
28 |
1 |
237 |
48.67 |
| New and Logged by % |
74.95 |
18.48 |
6.37 |
0.21 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
227 |
| Average Queue Time |
03:51:00 |
| Maximum Queue Time |
14:29:00 |
| % Calls Answered Within Service Target |
80.21% |
Week ending 14th April 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
441 |
313 |
156 |
3 |
913 |
|
| New and Logged in Service Desk System |
441 |
108 |
37 |
3 |
589 |
|
| Assigned (Work not Started) |
41 |
10 |
2 |
0 |
53 |
9.00 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
112 |
18 |
4 |
0 |
134 |
22.75 |
| Resolved/Closed |
288 |
80 |
31 |
3 |
402 |
68.25 |
| New and Logged by % |
74.87 |
18.34 |
6.28 |
0.51 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
313 |
| Average Queue Time |
03:15:00 |
| Maximum Queue Time |
18:46:00 |
| % Calls Answered Within Service Target |
83.16% |
Week ending 7th April 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
444 |
337 |
179 |
2 |
962 |
|
| New and Logged in Service Desk System |
444 |
164 |
34 |
2 |
644 |
|
| Assigned (Work not Started) |
58 |
5 |
1 |
0 |
64 |
9.94 |
| Work In Progress |
0 |
0 |
1 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
167 |
46 |
3 |
0 |
216 |
33.54 |
| Resolved/Closed |
219 |
113 |
29 |
2 |
363 |
56.37 |
| New and Logged by % |
68.94 |
25.47 |
5.28 |
0.31 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
337 |
| Average Queue Time |
02:59 |
| Maximum Queue Time |
11:44 |
| % Calls Answered Within Service Target |
84.91% |
Week ending 31st March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
390 |
317 |
220 |
3 |
930 |
|
| New and Logged in Service Desk System |
390 |
191 |
60 |
3 |
644 |
|
| Assigned (Work not Started) |
34 |
10 |
0 |
0 |
44 |
6.83 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
119 |
22 |
3 |
0 |
144 |
22.36 |
| Resolved/Closed |
237 |
158 |
57 |
3 |
455 |
70.65 |
| New and Logged by % |
60.56 |
29.66 |
9.32 |
0.47 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
317 |
| Average Queue Time |
03:34 |
| Maximum Queue Time |
13:14:00 |
| % Calls Answered Within Service Target |
83.86% |
Week ending 24th March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
306 |
242 |
167 |
2 |
717 |
|
| New and Logged in Service Desk System |
306 |
107 |
26 |
2 |
441 |
|
| Assigned (Work not Started) |
16 |
3 |
1 |
0 |
20 |
4.54 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.23 |
| Pending (Waiting on More Info) |
23 |
5 |
1 |
0 |
29 |
6.58 |
| Resolved/Closed |
266 |
99 |
24 |
2 |
391 |
88.66 |
| New and Logged by % |
69.39 |
24.26 |
5.90 |
0.45 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
242 |
| Average Queue Time |
02:58 |
| Maximum Queue Time |
12:02:00 |
| % Calls Answered Within Service Target |
82.29% |
Week ending 17th March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
414 |
278 |
173 |
6 |
871 |
|
| New and Logged in Service Desk System |
414 |
128 |
62 |
6 |
610 |
|
| Assigned (Work not Started) |
43 |
5 |
0 |
1 |
49 |
8.03 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
179 |
33 |
7 |
3 |
222 |
36.39 |
| Resolved/Closed |
192 |
90 |
55 |
2 |
339 |
55.57 |
| New and Logged by % |
67.87 |
20.98 |
10.16 |
0.98 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
278 |
| Average Queue Time |
4:14 |
| Maximum Queue Time |
20:30 |
| % Calls Answered Within Service Target |
83.74% |
Week ending 10th March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
435 |
314 |
141 |
2 |
892 |
|
| New and Logged in Service Desk System |
435 |
115 |
40 |
2 |
592 |
|
| Assigned (Work not Started) |
55 |
7 |
1 |
1 |
64 |
10.81 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.34 |
| Pending (Waiting on More Info) |
187 |
39 |
3 |
0 |
229 |
38.68 |
| Resolved/Closed |
191 |
69 |
36 |
1 |
297 |
50.17 |
| New and Logged by % |
73.48 |
19.43 |
6.76 |
0.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
314 |
| Average Queue Time |
04:21 |
| Maximum Queue Time |
14:15 |
| % Calls Answered Within Service Target |
86.31% |
Week ending 3rd March 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
760 |
268 |
197 |
6 |
946 |
|
| New and Logged in Service Desk System |
760 |
145 |
54 |
6 |
611 |
|
| Assigned (Work not Started) |
41 |
7 |
0 |
0 |
118 |
19.31
|
| Work In Progress |
1 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
164 |
30 |
2 |
2 |
198 |
32.41
|
| Resolved/Closed |
554 |
108 |
52 |
4 |
295 |
48.28
|
| New and Logged by % |
124.39
| 23.73
| 8.84 |
0.98 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
268 |
| Average Queue Time |
4:15 |
| Maximum Queue Time |
20:20 |
| % Calls Answered Within Service Target |
83.81% |
Week ending 24th February 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
429 |
302 |
212 |
3 |
946 |
|
| New and Logged in Service Desk System |
429 |
132 |
47 |
3 |
611 |
|
| Assigned (Work not Started) |
105 |
11 |
1 |
1 |
118 |
19.31 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
164 |
30 |
4 |
0 |
198 |
32.41 |
| Resolved/Closed |
160 |
91 |
42 |
2 |
295 |
48.28 |
| New and Logged by % |
70.21 |
21.60 |
7.69 |
0.49 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
302 |
| Average Queue Time |
04:19 |
| Maximum Queue Time |
24:23:00 |
| % Calls Answered Within Service Target |
82.30% |
Week ending 17th February 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
441 |
333 |
240 |
6 |
1020 |
|
| New and Logged in Service Desk System |
441 |
144 |
121 |
6 |
712 |
|
| Assigned (Work not Started) |
70 |
11 |
0 |
2 |
83 |
11.66 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.28 |
| Pending (Waiting on More Info) |
217 |
32 |
4 |
3 |
256 |
35.96 |
| Resolved/Closed |
153 |
100 |
117 |
1 |
371 |
52.11 |
| New and Logged by % |
61.94 |
20.22 |
16.99 |
0.84 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
333 |
| Average Queue Time |
03:38 |
| Maximum Queue Time |
17:19 |
| % Calls Answered Within Service Target |
85.49% |
Week ending 10th February 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
521 |
356 |
259 |
5 |
1141 |
|
| New and Logged in Service Desk System |
521 |
177 |
110 |
5 |
813 |
|
| Assigned (Work not Started) |
47 |
17 |
1 |
2 |
67 |
8.24 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.25 |
| Pending (Waiting on More Info) |
233 |
47 |
3 |
1 |
284 |
34.93 |
| Resolved/Closed |
239 |
113 |
106 |
2 |
460 |
56.58 |
| New and Logged by % |
64.08 |
21.77 |
13.53 |
0.62 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
356 |
| Average Queue Time |
04:48 |
| Maximum Queue Time |
24:41 |
| % Calls Answered Within Service Target |
77.75% |
Week ending 3rd February 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
768 |
347 |
346 |
2 |
1463 |
|
| New and Logged in Service Desk System |
768 |
157 |
171 |
2 |
1098 |
|
| Assigned (Work not Started) |
69 |
8 |
0 |
0 |
77 |
7.01 |
| Work In Progress |
0 |
0 |
2 |
0 |
2 |
0.18 |
| Pending (Waiting on More Info) |
216 |
36 |
7 |
0 |
259 |
23.59 |
| Resolved/Closed |
483 |
113 |
162 |
2 |
760 |
69.22 |
| New and Logged by % |
69.95 |
14.30 |
15.57 |
0.18 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
347 |
| Average Queue Time |
3:41 |
| Maximum Queue Time |
16:07 |
| % Calls Answered Within Service Target |
86.58% |
Week ending 27th January 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
634 |
360 |
452 |
7 |
1453 |
|
| New and Logged in Service Desk System |
634 |
175 |
101 |
7 |
917 |
|
| Assigned (Work not Started) |
33 |
3 |
2 |
0 |
38 |
4.14 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
162 |
34 |
6 |
0 |
202 |
22.03 |
| Resolved/Closed |
439 |
137 |
93 |
7 |
676 |
73.72 |
| New and Logged by % |
69.14 |
19.08 |
11.01 |
0.76 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
400 |
| Average Queue Time |
3:01 |
| Maximum Queue Time |
14:30 |
| % Calls Answered Within Service Target |
82.94% |
Week ending 20th January 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
552 |
340 |
93 |
3 |
988 |
|
| New and Logged in Service Desk System |
552 |
171 |
80 |
3 |
806 |
|
| Assigned (Work not Started) |
88 |
15 |
2 |
2 |
107 |
13.28 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.25 |
| Pending (Waiting on More Info) |
217 |
47 |
5 |
0 |
269 |
33.37 |
| Resolved/Closed |
245 |
109 |
73 |
1 |
428 |
53.10 |
| New and Logged by % |
68.49 |
21.22 |
9.93 |
0.37 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
340 |
| Average Queue Time |
3:58 |
| Maximum Queue Time |
19:05 |
| % Calls Answered Within Service Target |
81.06% |
Week ending 13th January 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
544 |
345 |
181 |
3 |
1073 |
|
| New and Logged in Service Desk System |
544 |
137 |
67 |
3 |
751 |
|
| Assigned (Work not Started) |
77 |
10 |
3 |
0 |
90 |
11.98 |
| Work In Progress |
0 |
2 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
224 |
49 |
5 |
0 |
278 |
37.02 |
| Resolved/Closed |
241 |
76 |
59 |
3 |
379 |
50.47 |
| New and Logged by % |
72.44 |
18.24 |
8.92 |
0.40 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
345 |
| Average Queue Time |
4:06 |
| Maximum Queue Time |
17:56 |
| % Calls Answered Within Service Target |
76.24% |
Week ending 6th January 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
233 |
151 |
51 |
1 |
436 |
|
| New and Logged in Service Desk System |
233 |
61 |
27 |
1 |
322 |
|
| Assigned (Work not Started) |
20 |
7 |
0 |
0 |
27 |
8.39 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
114 |
16 |
1 |
0 |
131 |
40.68 |
| Resolved/Closed |
99 |
38 |
26 |
1 |
164 |
50.93 |
| New and Logged by % |
72.36 |
18.94 |
8.39 |
0.31 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
151 |
| Average Queue Time |
3:15 |
| Maximum Queue Time |
12:53 |
| % Calls Answered Within Service Target |
84.83% |
Week ending 23rd December 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
349 |
226 |
66 |
4 |
645 |
|
| New and Logged in Service Desk System |
349 |
88 |
33 |
4 |
474 |
|
| Assigned (Work not Started) |
20 |
4 |
1 |
2 |
27 |
5.70 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.21 |
| Pending (Waiting on More Info) |
145 |
31 |
1 |
1 |
178 |
37.55 |
| Resolved/Closed |
183 |
53 |
31 |
1 |
268 |
56.54 |
| New and Logged by % |
73.63 |
18.57 |
6.96 |
0.84 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
226 |
| Average Queue Time |
3:15 |
| Maximum Queue Time |
19:51 |
| % Calls Answered Within Service Target |
82.58% |
Week ending 16th December 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
377 |
286 |
95 |
4 |
762 |
|
| New and Logged in Service Desk System |
377 |
131 |
45 |
4 |
557 |
|
| Assigned (Work not Started) |
80 |
7 |
1 |
1 |
89 |
15.98 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
158 |
36 |
4 |
0 |
198 |
35.55 |
| Resolved/Closed |
139 |
88 |
40 |
3 |
270 |
48.47 |
| New and Logged by % |
67.68 |
23.52 |
8.08 |
0.72 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
286 |
| Average Queue Time |
3:23 |
| Maximum Queue Time |
11:55 |
| % Calls Answered Within Service Target |
87.20% |
Week ending 9th December 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
527 |
307 |
121 |
13 |
968 |
|
| New and Logged in Service Desk System |
527 |
135 |
59 |
13 |
734 |
|
| Assigned (Work not Started) |
42 |
6 |
0 |
1 |
49 |
6.68 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
187 |
37 |
4 |
0 |
228 |
31.06 |
| Resolved/Closed |
298 |
91 |
55 |
12 |
456 |
62.13 |
| New and Logged by % |
71.80 |
18.39 |
8.04 |
1.77 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
307 |
| Average Queue Time |
3:41 |
| Maximum Queue Time |
13:44 |
| % Calls Answered Within Service Target |
81.43% |
Week ending 2nd December 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
486 |
314 |
167 |
5 |
972 |
|
| New and Logged in Service Desk System |
486 |
128 |
48 |
5 |
667 |
|
| Assigned (Work not Started) |
72 |
8 |
0 |
2 |
82 |
12.29 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
204 |
36 |
5 |
0 |
245 |
36.73 |
| Resolved/Closed |
210 |
84 |
43 |
3 |
340 |
50.97 |
| New and Logged by % |
72.86 |
19.19 |
7.20 |
0.75 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
314 |
| Average Queue Time |
3:18 |
| Maximum Queue Time |
15:31 |
| % Calls Answered Within Service Target |
80.67% |
Week ending 25th November 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
491 |
313 |
213 |
3 |
1020 |
|
| New and Logged in Service Desk System |
491 |
175 |
117 |
3 |
786 |
|
| Assigned (Work not Started) |
57 |
7 |
2 |
0 |
66 |
8.40 |
| Work In Progress |
1 |
2 |
0 |
0 |
3 |
0.38 |
| Pending (Waiting on More Info) |
137 |
33 |
4 |
1 |
175 |
22.26 |
| Resolved/Closed |
296 |
133 |
111 |
2 |
542 |
68.96 |
| New and Logged by % |
62.47 |
22.26 |
14.89 |
0.38 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
313 |
| Average Queue Time |
4:35 |
| Maximum Queue Time |
16:19 |
| % Calls Answered Within Service Target |
81.89% |
Week ending 18th November 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
447 |
262 |
219 |
30 |
958 |
|
| New and Logged in Service Desk System |
447 |
123 |
123 |
30 |
723 |
|
| Assigned (Work not Started) |
43 |
6 |
2 |
0 |
51 |
7.05 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
180 |
46 |
7 |
1 |
234 |
32.37 |
| Resolved/Closed |
224 |
70 |
114 |
29 |
437 |
60.44 |
| New and Logged by % |
61.83 |
17.01 |
17.01 |
4.15 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
262 |
| Average Queue Time |
4:45 |
| Maximum Queue Time |
22:28 |
| % Calls Answered Within Service Target |
83.07% |
Week ending 11th November 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
520 |
295 |
234 |
6 |
1051 |
|
| New and Logged in Service Desk System |
520 |
145 |
93 |
6 |
764 |
|
| Assigned (Work not Started) |
59 |
7 |
3 |
1 |
70 |
9.16 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
159 |
22 |
2 |
1 |
184 |
24.08 |
| Resolved/Closed |
302 |
116 |
88 |
4 |
510 |
66.75 |
| New and Logged by % |
68.06 |
18.98 |
12.17 |
0.79 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
295 |
| Average Queue Time |
4:19 |
| Maximum Queue Time |
13:52 |
| % Calls Answered Within Service Target |
86.61% |
Week ending 4th November 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
401 |
290 |
162 |
4 |
857 |
|
| New and Logged in Service Desk System |
401 |
102 |
58 |
4 |
565 |
|
| Assigned (Work not Started) |
30 |
13 |
0 |
1 |
44 |
7.79 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
181 |
3 |
5 |
0 |
189 |
33.45 |
| Resolved/Closed |
190 |
57 |
53 |
3 |
303 |
53.63 |
| New and Logged by % |
70.97 |
18.05 |
10.27 |
0.71 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
290 |
| Average Queue Time |
4:10 |
| Maximum Queue Time |
13:52 |
| % Calls Answered Within Service Target |
86.31% |
Week ending 28th October 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
456 |
347 |
194 |
4 |
1001 |
|
| New and Logged in Service Desk System |
456 |
124 |
46 |
4 |
630 |
|
| Assigned (Work not Started) |
43 |
6 |
1 |
1 |
51 |
8.10 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
176 |
41 |
3 |
0 |
220 |
34.92 |
| Resolved/Closed |
236 |
77 |
42 |
3 |
358 |
56.83 |
| New and Logged by % |
72.38 |
19.68 |
7.30 |
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
347 |
| Average Queue Time |
4:16 |
| Maximum Queue Time |
20:55 |
| % Calls Answered Within Service Target |
82.25% |
Week ending 21st October 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
535 |
336 |
276 |
5 |
1152 |
|
| New and Logged in Service Desk System |
535 |
149 |
70 |
5 |
759 |
|
| Assigned (Work not Started) |
130 |
17 |
0 |
0 |
147 |
19.37 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.26 |
| Pending (Waiting on More Info) |
191 |
39 |
4 |
1 |
235 |
30.96 |
| Resolved/Closed |
212 |
93 |
66 |
4 |
375 |
49.41 |
| New and Logged by % |
70.49 |
19.63 |
9.22 |
0.66 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
336 |
| Average Queue Time |
3:24 |
| Maximum Queue Time |
22:43 |
| % Calls Answered Within Service Target |
84.69% |
Week ending 14th October 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
584 |
377 |
372 |
9 |
1342 |
|
| New and Logged in Service Desk System |
584 |
157 |
115 |
9 |
865 |
|
| Assigned (Work not Started) |
103 |
16 |
6 |
1 |
126 |
14.57 |
| Work In Progress |
0 |
0 |
1 |
0 |
1 |
0.12 |
| Pending (Waiting on More Info) |
224 |
47 |
8 |
2 |
281 |
32.49 |
| Resolved/Closed |
257 |
94 |
100 |
6 |
457 |
52.83 |
| New and Logged by % |
67.51 |
18.15 |
13.29 |
1.04 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
377 |
| Average Queue Time |
10:49 |
| Maximum Queue Time |
15:35 |
| % Calls Answered Within Service Target |
82.24% |
Week ending 7th October 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
627 |
351 |
334 |
9 |
1321 |
|
| New and Logged in Service Desk System |
627 |
179 |
133 |
9 |
948 |
|
| Assigned (Work not Started) |
88 |
15 |
1 |
1 |
105 |
11.08 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
246 |
59 |
4 |
1 |
310 |
32.70 |
| Resolved/Closed |
293 |
105 |
128 |
7 |
533 |
56.22 |
| New and Logged by % |
66.14 |
18.88 |
14.03 |
0.95 |
100 |
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
351 |
| Average Queue Time |
3:54 |
| Maximum Queue Time |
21:13 |
| % Calls Answered Within Service Target |
84.84% |
Week ending 30th September 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
624 |
408 |
379 |
11 |
1422 |
|
| New and Logged in Service Desk System |
624 |
162 |
134 |
11 |
931 |
|
| Assigned (Work not Started) |
89 |
17 |
3 |
3 |
112 |
12.03 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
229 |
40 |
8 |
1 |
278 |
29.86 |
| Resolved/Closed |
305 |
105 |
123 |
7 |
540 |
58.00 |
| New and Logged by % |
67.02 |
17.40 |
14.39 |
1.18 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
408 |
| Average Queue Time |
4:17 |
| Maximum Queue Time |
17:13 |
| % Calls Answered Within Service Target |
81.33% |
Week ending 23rd September 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
870 |
415 |
330 |
10 |
1625 |
|
| New and Logged in Service Desk System |
870 |
186 |
132 |
10 |
1198 |
|
| Assigned (Work not Started) |
112 |
16 |
0 |
1 |
129 |
10.77 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
309 |
36 |
7 |
2 |
354 |
29.55 |
| Resolved/Closed |
449 |
134 |
125 |
7 |
715 |
59.68 |
| New and Logged by % |
72.62 |
15.53 |
11.02 |
0.83 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
415 |
| Average Queue Time |
2:57 |
| Maximum Queue Time |
13:49 |
| % Calls Answered Within Service Target |
90.22% |
Week ending 16th September 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
992 |
449 |
538 |
11 |
1990 |
|
| New and Logged in Service Desk System |
992 |
212 |
184 |
11 |
1399 |
|
| Assigned (Work not Started) |
75 |
16 |
3 |
3 |
97 |
6.93 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.14 |
| Pending (Waiting on More Info) |
505 |
51 |
5 |
0 |
561 |
40.10 |
| Resolved/Closed |
71 |
145 |
176 |
8 |
400 |
28.59 |
| New and Logged by % |
70.91 |
15.15 |
13.15 |
0.79 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
449 |
| Average Queue Time |
3:02 |
| Maximum Queue Time |
20:51 |
| % Calls Answered Within Service Target |
83.86% |
Week ending 9th September 2018
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
684 |
386 |
355 |
17 |
1442 |
|
| New and Logged in Service Desk System |
684 |
151 |
75 |
17 |
927 |
|
| Assigned (Work not Started) |
68 |
8 |
0 |
2 |
78 |
8.41 |
| Work In Progress |
0 |
2 |
0 |
0 |
2 |
0.22 |
| Pending (Waiting on More Info) |
260 |
32 |
0 |
1 |
293 |
31.61 |
| Resolved/Closed |
356 |
109 |
75 |
14 |
554 |
59.76 |
| New and Logged by % |
73.79 |
16.29 |
8.09 |
1.83 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
386 |
| Average Queue Time |
4:58 |
| Maximum Queue Time |
20:55 |
| % Calls Answered Within Service Target |
83.41 |
