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IT Service Desk Statistics 2019-2020
Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2019-20 Academic Year.
Summary for Academic Year 2019-2020
| Phone Calls (896 2000) |
14658 |
| Emails (itservicedesk@tcd.ie) |
30500 |
| Walk-In (Aras an Phiarsaigh) |
7822 |
| Web Submissions (http://ask.tcd.ie) |
219 |
| WebChat (https://www.tcd.ie/itservices/help/chat/) |
559 |
| Total |
53199 |
Monthly Summaries
August 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2285 |
767 |
129 |
19 |
3200 |
| New and Logged in System |
2285 |
260 |
36 |
19 |
2600 |
| Resolved/Closed |
1131 |
167 |
30 |
7 |
1335 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
51.34 |
August Telephone Calls to the IT Service Desk
| Total Number of Calls |
767 |
| Average Queue Time |
8:23 |
| Average Maximum Queue Time |
33:36 |
| % Calls Answered Within Service Target* |
55.15% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
July 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2695 |
911 |
138 |
16 |
3760 |
| New and Logged in System |
2695 |
300 |
42 |
16 |
3053 |
| Resolved/Closed |
1286 |
156 |
23 |
3 |
1468 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
48.08 |
July Telephone Calls to the IT Service Desk
| Total Number of Calls |
911 |
| Average Queue Time |
6:46 |
| Average Maximum Queue Time |
26:05 |
| % Calls Answered Within Service Target* |
60.25% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
June 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
1845 |
626 |
59 |
24 |
2554 |
| New and Logged in System |
1845 |
261 |
20 |
17 |
2143 |
| Resolved/Closed |
873 |
159 |
12 |
8 |
1052 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
49.09 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
626 |
| Average Queue Time |
6:12 |
| Average Maximum Queue Time |
26:29 |
| % Calls Answered Within Service Target* |
59.58% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2038 |
580 |
112 |
18 |
2748 |
| New and Logged in System |
2038 |
236 |
36 |
18 |
2328 |
| Resolved/Closed |
1033 |
155 |
20 |
12 |
1220 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
52.40 |
May Telephone Calls to the IT Service Desk
| Total Number of Calls |
580 |
| Average Queue Time |
6:13 |
| Average Maximum Queue Time |
27:27 |
| % Calls Answered Within Service Target* |
63.76% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
April 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2937 |
519 |
121 |
49 |
3631 |
| New and Logged in System |
2937 |
307 |
14 |
49 |
3307 |
| Resolved/Closed |
1561 |
183 |
8 |
23 |
1775 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
53.67 |
April Telephone Calls to the IT Service Desk
| Total Number of Calls |
519 |
| Average Queue Time |
7:05 |
| Average Maximum Queue Time |
28:38 |
| % Calls Answered Within Service Target* |
66.87% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
March 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3520 |
1297 |
426 |
29 |
5272 |
| New and Logged in System |
3520 |
467 |
72 |
29 |
4088 |
| Resolved/Closed |
1560 |
303 |
54 |
10 |
1927 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
47.14 |
March Telephone Calls to the IT Service Desk
| Total Number of Calls |
1297 |
| Average Queue Time |
9:46 |
| Average Maximum Queue Time |
16:29 |
| % Calls Answered Within Service Target* |
45.54% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
February 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2449 |
1507 |
882 |
9 |
4847 |
| New and Logged in System |
2449 |
517 |
149 |
9 |
3124 |
| Resolved/Closed |
1136 |
317 |
138 |
6 |
1597 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
51.12 |
February Telephone Calls to the IT Service Desk
| Total Number of Calls |
1507 |
| Average Queue Time |
4:10 |
| Average Maximum Queue Time |
16:20 |
| % Calls Answered Within Service Target* |
73:26% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
January 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2953 |
2218 |
1354 |
17 |
6542 |
| New and Logged in System |
2953 |
756 |
284 |
17 |
4010 |
| Resolved/Closed |
1215 |
488 |
246 |
9 |
1958 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
48.83 |
January Telephone Calls to the IT Service Desk
| Total Number of Calls |
2218 |
| Average Queue Time |
6:52 |
| Average Maximum Queue Time |
25:47 |
| % Calls Answered Within Service Target* |
50.26% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
1512 |
1081 |
435 |
6 |
3034 |
| New and Logged in System |
1512 |
410 |
127 |
6 |
2055 |
| Resolved/Closed |
796 |
289 |
112 |
3 |
1200 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
58.39 |
December Telephone Calls to the IT Service Desk
| Total Number of Calls |
1081 |
| Average Queue Time |
4:38 |
| Average Maximum Queue Time |
16:21 |
| % Calls Answered Within Service Target* |
65.53% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
November 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2585 |
1833 |
1242 |
9 |
5669 |
| New and Logged in System |
2585 |
724 |
319 |
9 |
3637 |
| Resolved/Closed |
1057 |
448 |
283 |
5 |
1793 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
49.29 |
November Telephone Calls to the IT Service Desk
| Total Number of Calls |
1833 |
| Average Queue Time |
5:01 |
| Average Maximum Queue Time |
24:34 |
| % Calls Answered Within Service Target* |
67.52% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
October 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
2582 |
1585 |
1398 |
11 |
5576 |
| New and Logged in System |
2582 |
710 |
338 |
11 |
3641 |
| Resolved/Closed |
1137 |
431 |
295 |
5 |
1868 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
51.30 |
October Telephone Calls to the IT Service Desk
| Total Number of Calls |
1585 |
| Average Queue Time |
4:05 |
| Average Maximum Queue Time |
16:45 |
| % Calls Answered Within Service Target* |
73.49% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
| Total Callers |
3099 |
1734 |
2085 |
12 |
6930 |
| New and Logged in System |
3099 |
782 |
459 |
12 |
4352 |
| Resolved/Closed |
1789 |
586 |
434 |
7 |
2816 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
64.71 |
September Telephone Calls to the IT Service Desk
| Total Number of Calls |
1734 |
| Average Queue Time |
3:33 |
| Average Maximum Queue Time |
15:30 |
| % Calls Answered Within Service Target* |
77.78% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
Weekly Statistics
Week ending 16th August 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
550 |
195 |
38 |
4 |
787 |
|
| New and Logged in Service Desk System |
550 |
59 |
13 |
4 |
626 |
|
| Assigned (Work not Started) |
65 |
2 |
0 |
1 |
68 |
10.86 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
226 |
14 |
2 |
3 |
245 |
39.14 |
| Resolved/Closed |
258 |
43 |
11 |
0 |
312 |
49.84 |
| New and Logged by % |
87.86 |
9.42 |
2.08 |
0.64 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
195 |
| Average Queue Time |
05:56 |
| Maximum Queue Time |
35:20 |
| % Calls Answered Within Service Target |
64.90% |
Week ending 9th August 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
497 |
134 |
20 |
2 |
653 |
|
| New and Logged in Service Desk System |
497 |
46 |
5 |
2 |
550 |
|
| Assigned (Work not Started) |
62 |
2 |
0 |
1 |
65 |
11.82 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.18 |
| Pending (Waiting on More Info) |
169 |
14 |
0 |
0 |
183 |
33.27 |
| Resolved/Closed |
266 |
29 |
5 |
1 |
301 |
54.73 |
| New and Logged by % |
90.36 |
8.36 |
0.91 |
0.36 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
134 |
| Average Queue Time |
14:01 |
| Maximum Queue Time |
47:40 |
| % Calls Answered Within Service Target |
45.88% |
Week ending 2nd August 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
529 |
158 |
44 |
3 |
734 |
|
| New and Logged in Service Desk System |
529 |
50 |
8 |
3 |
590 |
|
| Assigned (Work not Started) |
64 |
4 |
0 |
2 |
70 |
11.86 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
203 |
24 |
5 |
1 |
233 |
39.49 |
| Resolved/Closed |
262 |
22 |
3 |
0 |
287 |
48.64 |
| New and Logged by % |
89.66 |
8.47 |
1.66 |
0.51 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
158 |
| Average Queue Time |
08:33 |
| Maximum Queue Time |
11:00 |
| % Calls Answered Within Service Target |
63.78% |
Week ending 26th July 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
483 |
188 |
33 |
5 |
709 |
|
| New and Logged in Service Desk System |
483 |
46 |
9 |
5 |
543 |
|
| Assigned (Work not Started) |
51 |
3 |
1 |
1 |
56 |
10.31 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
208 |
14 |
5 |
2 |
229 |
42.17 |
| Resolved/Closed |
224 |
29 |
3 |
2 |
258 |
47.51 |
| New and Logged by % |
88.95 |
8.47 |
1.66 |
0.92 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
188 |
| Average Queue Time |
06:08 |
| Maximum Queue Time |
20:09 |
| % Calls Answered Within Service Target |
58.20% |
Week ending 19th July 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
580 |
189 |
16 |
3 |
788 |
|
| New and Logged in Service Desk System |
580 |
77 |
9 |
3 |
669 |
|
| Assigned (Work not Started) |
44 |
2 |
0 |
0 |
46 |
6.88 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.15 |
| Pending (Waiting on More Info) |
258 |
35 |
6 |
3 |
302 |
45.14 |
| Resolved/Closed |
278 |
39 |
3 |
0 |
320 |
47.83 |
| New and Logged by % |
86.70 |
11.51 |
1.35 |
0.45 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
189 |
| Average Queue Time |
6:07 |
| Maximum Queue Time |
26:05 |
| % Calls Answered Within Service Target |
55:10% |
Week ending 12th July 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
516 |
188 |
28 |
2 |
734 |
|
| New and Logged in Service Desk System |
516 |
67 |
9 |
2 |
594 |
|
| Assigned (Work not Started) |
49 |
4 |
0 |
1 |
54 |
9.09 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
212 |
24 |
1 |
1 |
238 |
40.07 |
| Resolved/Closed |
254 |
39 |
8 |
0 |
301 |
50.67 |
| New and Logged by % |
86.87 |
11.28 |
1.52 |
0.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
188 |
| Average Queue Time |
6:54 |
| Maximum Queue Time |
25:59 |
| % Calls Answered Within Service Target |
64.19% |
Week ending 5th July 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
587 |
188 |
17 |
3 |
795 |
|
| New and Logged in Service Desk System |
587 |
60 |
7 |
3 |
657 |
|
| Assigned (Work not Started) |
46 |
5 |
0 |
0 |
51 |
7.76 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.15 |
| Pending (Waiting on More Info) |
271 |
28 |
1 |
2 |
302 |
45.97 |
| Resolved/Closed |
268 |
27 |
6 |
1 |
302 |
45.97 |
| New and Logged by % |
89.35 |
9.13 |
1.07 |
0.46 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
188 |
| Average Queue Time |
06:10 |
| Maximum Queue Time |
22:42 |
| % Calls Answered Within Service Target |
60.00% |
Week ending 28th June 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
492 |
160 |
22 |
3 |
677 |
|
| New and Logged in Service Desk System |
492 |
64 |
8 |
3 |
567 |
|
| Assigned (Work not Started) |
37 |
5 |
0 |
0 |
42 |
7.41 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
221 |
28 |
3 |
1 |
253 |
44.62 |
| Resolved/Closed |
234 |
31 |
5 |
2 |
272 |
47.97 |
| New and Logged by % |
86.77 |
11.29 |
1.41 |
0.53 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
160 |
| Average Queue Time |
5:36 |
| Maximum Queue Time |
23:05 |
| % Calls Answered Within Service Target |
67.89% |
Week ending 21st June 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
460 |
185 |
12 |
4 |
661 |
|
| New and Logged in Service Desk System |
460 |
72 |
2 |
4 |
538 |
|
| Assigned (Work not Started) |
23 |
4 |
0 |
2 |
29 |
5.39 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.37 |
| Pending (Waiting on More Info) |
200 |
23 |
1 |
2 |
226 |
42.01 |
| Resolved/Closed |
235 |
45 |
1 |
0 |
281 |
52.23 |
| New and Logged by % |
85.50 |
13.38 |
0.37 |
0.74 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
185 |
| Average Queue Time |
6:07 |
| Maximum Queue Time |
18:42 |
| % Calls Answered Within Service Target |
52.70% |
Week ending 14th June 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
514 |
145 |
10 |
2 |
671 |
|
| New and Logged in Service Desk System |
514 |
63 |
2 |
2 |
581 |
|
| Assigned (Work not Started) |
32 |
1 |
0 |
0 |
33 |
5.68 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
252 |
21 |
1 |
1 |
275 |
47.33 |
| Resolved/Closed |
230 |
41 |
0 |
0 |
271 |
46.64 |
| New and Logged by % |
88.47 |
10.84 |
1.00 |
1.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
145 |
| Average Queue Time |
7:50 |
| Maximum Queue Time |
30:47 |
| % Calls Answered Within Service Target |
54:07% |
Week ending 7th June 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
379 |
136 |
15 |
15 |
545 |
|
| New and Logged in Service Desk System |
379 |
62 |
8 |
8 |
457 |
|
| Assigned (Work not Started) |
22 |
3 |
0 |
0 |
25 |
5.47 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.44 |
| Pending (Waiting on More Info) |
181 |
17 |
2 |
2 |
202 |
44.20 |
| Resolved/Closed |
174 |
42 |
6 |
6 |
228 |
49.89 |
| New and Logged by % |
82.93 |
13.57 |
1.75 |
1.75 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
136 |
| Average Queue Time |
5:15 |
| Maximum Queue Time |
33:22 |
| % Calls Answered Within Service Target |
63.69% |
Week ending 31st May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
475 |
146 |
31 |
9 |
661 |
|
| New and Logged in Service Desk System |
475 |
63 |
5 |
9 |
552 |
|
| Assigned (Work not Started) |
58 |
2 |
0 |
0 |
60 |
10.87 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.18 |
| Pending (Waiting on More Info) |
207 |
17 |
4 |
3 |
231 |
41.85 |
| Resolved/Closed |
209 |
44 |
1 |
6 |
260 |
47.10 |
| New and Logged by % |
86.05 |
11.41 |
0.91 |
1.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
146 |
| Average Queue Time |
6:34 |
| Maximum Queue Time |
19:08 |
| % Calls Answered Within Service Target |
63:74% |
Week ending 24th May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
542 |
174 |
28 |
4 |
748 |
|
| New and Logged in Service Desk System |
542 |
75 |
12 |
4 |
633 |
|
| Assigned (Work not Started) |
28 |
2 |
0 |
0 |
30 |
4.74 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.32 |
| Pending (Waiting on More Info) |
224 |
31 |
5 |
0 |
260 |
41.07 |
| Resolved/Closed |
288 |
42 |
7 |
4 |
341 |
53.87 |
| New and Logged by % |
85.62 |
11.85 |
1.90 |
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
174 |
| Average Queue Time |
5:30 |
| Maximum Queue Time |
21:12 |
| % Calls Answered Within Service Target |
64:71% |
Week ending 17th May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
583 |
158 |
36 |
3 |
780 |
|
| New and Logged in Service Desk System |
583 |
70 |
9 |
3 |
665 |
|
| Assigned (Work not Started) |
38 |
3 |
0 |
0 |
41 |
6.17 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
228 |
14 |
2 |
1 |
245 |
36.84 |
| Resolved/Closed |
317 |
53 |
7 |
2 |
379 |
56.99 |
| New and Logged by % |
87.67 |
10.53 |
1.35 |
0.45 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
158 |
| Average Queue Time |
5:58 |
| Maximum Queue Time |
32:33 |
| % Calls Answered Within Service Target |
61.68% |
Week ending 10th May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
438 |
102 |
17 |
2 |
559 |
|
| New and Logged in Service Desk System |
438 |
28 |
10 |
2 |
478 |
|
| Assigned (Work not Started) |
35 |
1 |
0 |
1 |
37 |
7.74 |
| Work In Progress |
0 |
0 |
1 |
0 |
1 |
0.21 |
| Pending (Waiting on More Info) |
184 |
11 |
4 |
1 |
200 |
41.84 |
| Resolved/Closed |
219 |
16 |
5 |
0 |
240 |
50.21 |
| New and Logged by % |
91.63 |
5.86 |
2.09 |
0.42 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
102 |
| Average Queue Time |
6:53 |
| Maximum Queue Time |
36:55 |
| % Calls Answered Within Service Target |
64.93% |
Week ending 3rd May 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
525 |
134 |
39 |
4 |
707 |
|
| New and Logged in Service Desk System |
525 |
56 |
11 |
4 |
596 |
|
| Assigned (Work not Started) |
33 |
0 |
0 |
0 |
33 |
5.54 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.17 |
| Pending (Waiting on More Info) |
209 |
22 |
4 |
0 |
235 |
39.43 |
| Resolved/Closed |
282 |
34 |
7 |
4 |
327 |
54.87 |
| New and Logged by % |
88.09 |
9.40 |
1.85 |
0.67 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
134 |
| Average Queue Time |
7:12 |
| Maximum Queue Time |
26:25 |
| % Calls Answered Within Service Target |
70.89% |
Week ending 26th April 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
576 |
154 |
44 |
8 |
782 |
|
| New and Logged in Service Desk System |
576 |
81 |
3 |
8 |
668 |
|
| Assigned (Work not Started) |
31 |
4 |
0 |
0 |
35 |
5.24 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.30 |
| Pending (Waiting on More Info) |
212 |
32 |
2 |
5 |
251 |
37.57 |
| Resolved/Closed |
331 |
45 |
1 |
3 |
380 |
56.89 |
| New and Logged by % |
86.23 |
12.13 |
0.45 |
1.20 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
154 |
| Average Queue Time |
7:16 |
| Maximum Queue Time |
29:40 |
| % Calls Answered Within Service Target |
68.78% |
Week ending 19th April 2020
| Call Source |
Email |
Voicemail |
WebChat |
Web |
Total |
Status% |
| Total Callers |
547 |
127 |
38 |
8 |
720 |
|
| New and Logged in Service Desk System |
547 |
66 |
0 |
8 |
621 |
|
| Assigned (Work not Started) |
26 |
1 |
0 |
0 |
27 |
4.35 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
232 |
20 |
0 |
4 |
256 |
41.22 |
| Resolved/Closed |
289 |
45 |
0 |
4 |
338 |
54.43 |
| New and Logged by % |
88.08 |
10.63 |
0.00 |
1.29 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
127 |
| Average Queue Time |
6:49 |
| Maximum Queue Time |
29:49 |
| % Calls Answered Within Service Target |
60.95 |
Week ending 12th April 2020
| Call Source |
Email |
Voicemail |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
598 |
52 |
0 |
12 |
662 |
|
| New and Logged in Service Desk System |
598 |
52 |
0 |
12 |
662 |
|
| Assigned (Work not Started) |
34 |
3 |
0 |
0 |
37 |
5.59 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
201 |
17 |
0 |
6 |
244 |
33.84 |
| Resolved/Closed |
363 |
32 |
0 |
6 |
401 |
60.57 |
| New and Logged by % |
90.33 |
7.85 |
0.00 |
1.81 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
N/A |
| Average Queue Time |
N/A |
| Maximum Queue Time |
N/A |
| % Calls Answered Within Service Target |
N/A |
Week ending 5th April 2020
| Call Source |
Email |
Voicemail |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
691 |
52 |
0 |
17 |
760 |
|
| New and Logged in Service Desk System |
691 |
52 |
0 |
17 |
760 |
|
| Assigned (Work not Started) |
80 |
4 |
0 |
3 |
87 |
11.45 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
315 |
21 |
0 |
8 |
344 |
45.26 |
| Resolved/Closed |
296 |
27 |
0 |
6 |
329 |
43.29 |
| New and Logged by % |
90.92 |
6.84 |
0.00 |
2.24 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
N/A |
| Average Queue Time |
N/A |
| Maximum Queue Time |
N/A |
| % Calls Answered Within Service Target |
N/A |
Week ending 29th March 2020
| Call Source |
Email |
Voicemail |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
768 |
78 |
0 |
18 |
864 |
|
| New and Logged in Service Desk System |
768 |
78 |
0 |
18 |
864 |
|
| Assigned (Work not Started) |
36 |
4 |
0 |
1 |
41 |
4.75 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.58 |
| Pending (Waiting on More Info) |
346 |
2 |
0 |
10 |
378 |
43.75 |
| Resolved/Closed |
389 |
51 |
0 |
7 |
447 |
51.74 |
| New and Logged by % |
88.89 |
9.03 |
0 |
2.08 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
N/A |
| Average Queue Time |
N/A |
| Maximum Queue Time |
N/A |
| % Calls Answered Within Service Target |
N/A |
Week ending 22nd March 2020 (4 day week)
| Call Source |
Email |
Voicemail |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
855 |
88 |
|
6 |
949 |
|
| New and Logged in Service Desk System |
855 |
88 |
|
6 |
949 |
|
| Assigned (Work not Started) |
17 |
4 |
|
0 |
21 |
2.21 |
| Work In Progress |
0 |
0 |
|
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
401 |
24 |
|
4 |
429 |
45.21 |
| Resolved/Closed |
437 |
60 |
|
2 |
499 |
52.58 |
| New and Logged by % |
90.09 |
9.27 |
|
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
N/A |
| Average Queue Time |
N/A |
| Maximum Queue Time |
N/A |
| % Calls Answered Within Service Target |
N/A |
Week ending 15th March 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1194 |
688 |
222 |
2 |
2106 |
|
| New and Logged in Service Desk System |
1194 |
179 |
33 |
2 |
1408 |
|
| Assigned (Work not Started) |
229 |
13 |
1 |
1 |
244 |
17.33 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.07 |
| Pending (Waiting on More Info) |
596 |
54 |
9 |
0 |
659 |
46.80 |
| Resolved/Closed |
369 |
111 |
23 |
1 |
504 |
35.80 |
| New and Logged by % |
84.80 |
12.71 |
2.34 |
0.14 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
668 |
| Average Queue Time |
00:13:11 |
| Maximum Queue Time |
01:23:38 |
| % Calls Answered Within Service Target |
30.30% |
Week ending 8th March 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
703 |
443 |
204 |
3 |
1353 |
|
| New and Logged in Service Desk System |
703 |
122 |
39 |
3 |
867 |
|
| Assigned (Work not Started) |
43 |
5 |
2 |
0 |
50 |
5.77 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
295 |
36 |
6 |
3 |
340 |
39.22 |
| Resolved/Closed |
365 |
81 |
31 |
0 |
477 |
55.02 |
| New and Logged by % |
81.08 |
14.07 |
4.50 |
0.35 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
443 |
| Average Queue Time |
06:21 |
| Maximum Queue Time |
31:35 |
| % Calls Answered Within Service Target |
60.79% |
Week ending 1st March 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
588 |
350 |
112 |
3 |
1053 |
|
| New and Logged in Service Desk System |
588 |
125 |
54 |
3 |
770 |
|
| Assigned (Work not Started) |
77 |
9 |
0 |
0 |
86 |
11.17 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.13 |
| Pending (Waiting on More Info) |
251 |
40 |
5 |
1 |
297 |
38.57 |
| Resolved/Closed |
259 |
76 |
49 |
2 |
386 |
50.13 |
| New and Logged by % |
76.36 |
16.23 |
7.01 |
0.39 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
350 |
| Average Queue Time |
3:46 |
| Maximum Queue Time |
14:42 |
| % Calls Answered Within Service Target |
74.41% |
Week ending 23rd February 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
611 |
354 |
214 |
2 |
1181 |
|
| New and Logged in Service Desk System |
611 |
127 |
28 |
2 |
768 |
|
| Assigned (Work not Started) |
63 |
13 |
0 |
0 |
76 |
9.90 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.39 |
| Pending (Waiting on More Info) |
256 |
39 |
1 |
0 |
296 |
38.54 |
| Resolved/Closed |
289 |
74 |
27 |
2 |
392 |
51.04 |
| New and Logged by % |
79.56 |
16.54 |
3.65 |
0.26 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
354 |
| Average Queue Time |
4:23 |
| Maximum Queue Time |
16:04 |
| % Calls Answered Within Service Target |
73.03% |
Week ending 16th February 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
633 |
418 |
249 |
3 |
1303 |
|
| New and Logged in Service Desk System |
633 |
151 |
27 |
3 |
814 |
|
| Assigned (Work not Started) |
40 |
7 |
0 |
0 |
47 |
5.77 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
256 |
46 |
2 |
1 |
305 |
37.47 |
| Resolved/Closed |
337 |
98 |
25 |
2 |
462 |
56.76 |
| New and Logged by % |
77.76 |
18.55 |
3.32 |
0.37 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
418 |
| Average Queue Time |
4:27 |
| Maximum Queue Time |
20:12 |
| % Calls Answered Within Service Target |
73.39% |
Week ending 9th February 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
617 |
385 |
307 |
1 |
1310 |
|
| New and Logged in Service Desk System |
617 |
114 |
40 |
1 |
772 |
|
| Assigned (Work not Started) |
98 |
4 |
1 |
0 |
103 |
13.34 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
269 |
41 |
2 |
1 |
313 |
40.54 |
| Resolved/Closed |
251 |
69 |
37 |
0 |
357 |
46.24 |
| New and Logged by % |
79.92 |
14.77 |
5.18 |
0.13 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
385 |
| Average Queue Time |
4:07 |
| Maximum Queue Time |
14:23 |
| % Calls Answered Within Service Target |
72.22% |
Week ending 2nd February 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
740 |
514 |
343 |
3 |
1600 |
|
| New and Logged in Service Desk System |
740 |
183 |
66 |
3 |
992 |
|
| Assigned (Work not Started) |
86 |
11 |
3 |
1 |
101 |
10.18 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
337 |
64 |
8 |
1 |
410 |
41.33 |
| Resolved/Closed |
317 |
108 |
55 |
1 |
481 |
48.49 |
| New and Logged by % |
74.60 |
18.45 |
6.65 |
0.30 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
514 |
| Average Queue Time |
5:58 |
| Maximum Queue Time |
21.19 |
| % Calls Answered Within Service Target |
51.25% |
Week ending 26th January 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
746 |
600 |
527 |
5 |
1878 |
|
| New and Logged in Service Desk System |
746 |
195 |
101 |
5 |
1047 |
|
| Assigned (Work not Started) |
104 |
15 |
1 |
1 |
121 |
11.56 |
| Work In Progress |
1 |
2 |
0 |
0 |
3 |
0.29 |
| Pending (Waiting on More Info) |
324 |
50 |
10 |
1 |
385 |
36.77 |
| Resolved/Closed |
317 |
128 |
90 |
3 |
538 |
51.38 |
| New and Logged by % |
71.25 |
18.62 |
9.65 |
0.48 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
600 |
| Average Queue Time |
08:14 |
| Maximum Queue Time |
28:36:00 |
| % Calls Answered Within Service Target |
34.42% |
Week ending 19th January 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
699 |
535 |
233 |
4 |
1471 |
|
| New and Logged in Service Desk System |
699 |
188 |
60 |
4 |
951 |
|
| Assigned (Work not Started) |
155 |
24 |
0 |
1 |
180 |
18.93 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.21 |
| Pending (Waiting on More Info) |
260 |
40 |
6 |
2 |
308 |
32.39 |
| Resolved/Closed |
284 |
124 |
54 |
1 |
463 |
48.69 |
| New and Logged by % |
73.50 |
19.77 |
6.31 |
0.42 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
535 |
| Average Queue Time |
9:20 |
| Maximum Queue Time |
32:04 |
| % Calls Answered Within Service Target |
34.33% |
Week ending 12th January 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
642 |
472 |
208 |
3 |
1325 |
|
| New and Logged in Service Desk System |
642 |
151 |
49 |
3 |
845 |
|
| Assigned (Work not Started) |
151 |
14 |
4 |
0 |
169 |
20.00 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.24 |
| Pending (Waiting on More Info) |
246 |
33 |
4 |
0 |
283 |
33.49 |
| Resolved/Closed |
243 |
103 |
41 |
3 |
390 |
46.15 |
| New and Logged by % |
75.98 |
17.87 |
5.80 |
0.36 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
472 |
| Average Queue Time |
5:27 |
| Maximum Queue Time |
24:05 |
| % Calls Answered Within Service Target |
55.90% |
Week ending 5th January 2020
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
126 |
97 |
43 |
2 |
268 |
|
| New and Logged in Service Desk System |
126 |
39 |
8 |
2 |
175 |
|
| Assigned (Work not Started) |
7 |
2 |
0 |
0 |
9 |
5.14 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
65 |
12 |
2 |
1 |
80 |
45.71 |
| Resolved/Closed |
54 |
25 |
6 |
1 |
86 |
49.14 |
| New and Logged by % |
72.00 |
22.29 |
4.57 |
1.14 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
97 |
| Average Queue Time |
05:25:00 |
| Maximum Queue Time |
22:55:00 |
| % Calls Answered Within Service Target |
75.44% |
Week ending 29th December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
56 |
23 |
13 |
0 |
92 |
|
| New and Logged in Service Desk System |
56 |
11 |
4 |
0 |
71 |
|
| Assigned (Work not Started) |
1 |
1 |
0 |
0 |
2 |
2.82 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
14 |
0 |
1 |
0 |
15 |
21.13 |
| Resolved/Closed |
41 |
10 |
3 |
0 |
54 |
76.06 |
| New and Logged by % |
78.87 |
15.49 |
5.63 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
23 |
| Average Queue Time |
04:07 |
| Maximum Queue Time |
7:23:00 |
| % Calls Answered Within Service Target |
57.14% |
Week ending 22nd December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
462 |
316 |
116 |
1 |
895 |
|
| New and Logged in Service Desk System |
462 |
136 |
27 |
1 |
626 |
|
| Assigned (Work not Started) |
30 |
4 |
0 |
0 |
34 |
5.43 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
66 |
12 |
2 |
0 |
80 |
12.78 |
| Resolved/Closed |
365 |
120 |
25 |
1 |
511 |
81.63 |
| New and Logged by % |
73.80 |
21.73 |
4.31 |
0.16 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
316 |
| Average Queue Time |
06:33 |
| Maximum Queue Time |
26:22:00 |
| % Calls Answered Within Service Target |
65.33% |
Week ending 15th December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
463 |
376 |
136 |
0 |
975 |
|
| New and Logged in Service Desk System |
463 |
127 |
38 |
0 |
628 |
|
| Assigned (Work not Started) |
52 |
10 |
0 |
0 |
62 |
9.87 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
222 |
37 |
7 |
0 |
266 |
42.36 |
| Resolved/Closed |
189 |
80 |
31 |
0 |
300 |
47.77 |
| New and Logged by % |
73.73 |
20.22 |
6.05 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
376 |
| Average Queue Time |
4:14 |
| Maximum Queue Time |
15:51 |
| % Calls Answered Within Service Target |
67.51% |
Week ending 8th December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
531 |
366 |
170 |
5 |
1072 |
|
| New and Logged in Service Desk System |
531 |
136 |
58 |
5 |
730 |
|
| Assigned (Work not Started) |
110 |
14 |
2 |
0 |
126 |
17.26 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
219 |
43 |
3 |
3 |
268 |
36.71 |
| Resolved/Closed |
201 |
79 |
53 |
2 |
335 |
45.89 |
| New and Logged by % |
72.74 |
18.63 |
7.95 |
0.68 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
366 |
| Average Queue Time |
3:41 |
| Maximum Queue Time |
15:50 |
| % Calls Answered Within Service Target |
72.16% |
Week ending 1st December 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
528 |
378 |
228 |
3 |
1137 |
|
| New and Logged in Service Desk System |
528 |
164 |
47 |
3 |
742 |
|
| Assigned (Work not Started) |
57 |
12 |
3 |
0 |
72 |
9.70 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.40 |
| Pending (Waiting on More Info) |
260 |
50 |
3 |
1 |
314 |
42.32 |
| Resolved/Closed |
208 |
102 |
41 |
2 |
353 |
47.57 |
| New and Logged by % |
71.16 |
22.10 |
6.33 |
0.40 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
378 |
| Average Queue Time |
4:14 |
| Maximum Queue Time |
19:35 |
| % Calls Answered Within Service Target |
70.04% |
Week ending 24th November 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
476 |
360 |
223 |
1 |
1060 |
|
| New and Logged in Service Desk System |
476 |
151 |
52 |
1 |
680 |
|
| Assigned (Work not Started) |
63 |
12 |
1 |
0 |
76 |
11.18 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.29 |
| Pending (Waiting on More Info) |
227 |
52 |
3 |
0 |
282 |
41.47 |
| Resolved/Closed |
185 |
86 |
48 |
1 |
320 |
47.06 |
| New and Logged by % |
70.00 |
22.21 |
7.65 |
0.15 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
360 |
| Average Queue Time |
5:10 |
| Maximum Queue Time |
29:38 |
| % Calls Answered Within Service Target |
65.55% |
Week ending 17th November 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
576 |
402 |
254 |
2 |
1234 |
|
| New and Logged in Service Desk System |
576 |
139 |
75 |
2 |
792 |
|
| Assigned (Work not Started) |
53 |
13 |
4 |
1 |
71 |
8.96 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
264 |
48 |
1 |
0 |
313 |
39.52 |
| Resolved/Closed |
259 |
78 |
70 |
1 |
408 |
51.52 |
| New and Logged by % |
72.73 |
17.55 |
9.47 |
0.25 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
402 |
| Average Queue Time |
5:39 |
| Maximum Queue Time |
30:33 |
| % Calls Answered Within Service Target |
58.24% |
Week ending 10th November 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
563 |
391 |
259 |
0 |
1213 |
|
| New and Logged in Service Desk System |
563 |
148 |
98 |
0 |
809 |
|
| Assigned (Work not Started) |
135 |
9 |
1 |
0 |
145 |
17.92 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
190 |
47 |
11 |
0 |
248 |
30.66 |
| Resolved/Closed |
237 |
92 |
86 |
0 |
415 |
51.30 |
| New and Logged by % |
69.59 |
18.29 |
12.11 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
391 |
| Average Queue Time |
04:19:00 |
| Maximum Queue Time |
18:08:00 |
| % Calls Answered Within Service Target |
69.43% |
Week ending 3rd November 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
442 |
302 |
278 |
3 |
1025 |
|
| New and Logged in Service Desk System |
442 |
122 |
47 |
3 |
614 |
|
| Assigned (Work not Started) |
82 |
8 |
0 |
0 |
90 |
14.66 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.16 |
| Pending (Waiting on More Info) |
191 |
24 |
9 |
2 |
226 |
36.81 |
| Resolved/Closed |
168 |
90 |
38 |
1 |
297 |
48.37 |
| New and Logged by % |
71.99 |
19.87 |
7.65 |
0.49 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
302 |
| Average Queue Time |
5:44 |
| Maximum Queue Time |
24:57 |
| % Calls Answered Within Service Target |
74.36% |
Week ending 27th October 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
554 |
320 |
206 |
2 |
1082 |
|
| New and Logged in Service Desk System |
554 |
136 |
47 |
2 |
739 |
|
| Assigned (Work not Started) |
55 |
11 |
0 |
0 |
66 |
8.93 |
| Work In Progress |
0 |
2 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
267 |
46 |
6 |
1 |
320 |
43.30 |
| Resolved/Closed |
232 |
77 |
41 |
1 |
351 |
47.50 |
| New and Logged by % |
74.97 |
18.40 |
6.36 |
0.27 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
320 |
| Average Queue Time |
3:59 |
| Maximum Queue Time |
13:51 |
| % Calls Answered Within Service Target |
75.94% |
Week ending 20th October 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
594 |
392 |
432 |
6 |
1424 |
|
| New and Logged in Service Desk System |
594 |
190 |
85 |
6 |
875 |
|
| Assigned (Work not Started) |
104 |
13 |
1 |
2 |
120 |
13.71 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
237 |
51 |
2 |
2 |
292 |
33.37 |
| Resolved/Closed |
253 |
126 |
82 |
2 |
463 |
52.91 |
| New and Logged by % |
67.89 |
21.71 |
9.71 |
0.69 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
392 |
| Average Queue Time |
5:17 |
| Maximum Queue Time |
22:43 |
| % Calls Answered Within Service Target |
69.57% |
Week ending 13th October 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
750 |
434 |
463 |
2 |
1649 |
|
| New and Logged in Service Desk System |
750 |
194 |
102 |
2 |
1048 |
|
| Assigned (Work not Started) |
82 |
14 |
3 |
0 |
99 |
9.45 |
| Work In Progress |
2 |
2 |
1 |
0 |
5 |
0.48 |
| Pending (Waiting on More Info) |
392 |
65 |
19 |
1 |
477 |
45.52 |
| Resolved/Closed |
272 |
113 |
79 |
1 |
465 |
44.37 |
| New and Logged by % |
71.56 |
18.51 |
9.73 |
0.19 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
434 |
| Average Queue Time |
3:28 |
| Maximum Queue Time |
14:34 |
| % Calls Answered Within Service Target |
70.74% |
Week ending 6th October 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
684 |
439 |
297 |
1 |
1421 |
|
| New and Logged in Service Desk System |
684 |
190 |
104 |
1 |
979 |
|
| Assigned (Work not Started) |
37 |
5 |
1 |
0 |
43 |
4.39 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.20 |
| Pending (Waiting on More Info) |
266 |
69 |
10 |
0 |
345 |
35.24 |
| Resolved/Closed |
380 |
115 |
93 |
1 |
589 |
60.16 |
| New and Logged by % |
69.87 |
19.41 |
10.62 |
0.10 |
100 |
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
439 |
| Average Queue Time |
3:37 |
| Maximum Queue Time |
15:55 |
| % Calls Answered Within Service Target |
77.71% |
Week ending 29th September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
733 |
431 |
435 |
1 |
1600 |
|
| New and Logged in Service Desk System |
733 |
157 |
102 |
1 |
993 |
|
| Assigned (Work not Started) |
52 |
6 |
1 |
1 |
60 |
6.04 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.10 |
| Pending (Waiting on More Info) |
138 |
25 |
3 |
0 |
166 |
16.72 |
| Resolved/Closed |
542 |
126 |
98 |
0 |
766 |
77.14 |
| New and Logged by % |
73.82 |
15.81 |
10.27 |
0.10 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
431 |
| Average Queue Time |
3:47 |
| Maximum Queue Time |
14:18 |
| % Calls Answered Within Service Target |
82.02% |
Week ending 22nd September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
677 |
404 |
530 |
1 |
1612 |
|
| New and Logged in Service Desk System |
677 |
176 |
115 |
1 |
969 |
|
| Assigned (Work not Started) |
52 |
9 |
0 |
0 |
61 |
6.30 |
| Work In Progress |
0 |
0 |
1 |
0 |
1 |
0.10 |
| Pending (Waiting on More Info) |
294 |
37 |
5 |
0 |
336 |
34.67 |
| Resolved/Closed |
331 |
130 |
109 |
1 |
571 |
58.93 |
| New and Logged by % |
69.87 |
18.16 |
11.87 |
0.10 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
404 |
| Average Queue Time |
2:09 |
| Maximum Queue Time |
12:43 |
| % Calls Answered Within Service Target |
86.15% |
Week ending 15th September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
844 |
441 |
688 |
4 |
1977 |
|
| New and Logged in Service Desk System |
844 |
215 |
152 |
4 |
1215 |
|
| Assigned (Work not Started) |
79 |
16 |
2 |
2 |
99 |
8.15 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.08 |
| Pending (Waiting on More Info) |
334 |
62 |
8 |
1 |
405 |
33.33 |
| Resolved/Closed |
431 |
136 |
142 |
1 |
710 |
58.44 |
| New and Logged by % |
69.47 |
17.70 |
12.51 |
0.33 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
441 |
| Average Queue Time |
03:09 |
| Maximum Queue Time |
14:16 |
| % Calls Answered Within Service Target |
80.39% |
Week ending 8th September 2019
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
845 |
458 |
432 |
6 |
1741 |
|
| New and Logged in Service Desk System |
845 |
234 |
90 |
6 |
1175 |
|
| Assigned (Work not Started) |
47 |
12 |
2 |
1 |
62 |
5.28 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
313 |
28 |
3 |
0 |
344 |
29.28 |
| Resolved/Closed |
485 |
194 |
85 |
5 |
769 |
65.45 |
| New and Logged by % |
71.91 |
19.91 |
7.66 |
0.51 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
458 |
| Average Queue Time |
5:08 |
| Maximum Queue Time |
20:46 |
| % Calls Answered Within Service Target |
62.58% |
