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You are here Getting Help > IT Service Desk statistics > Academic year 2018-2019

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