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You are here Getting Help > IT Service Desk statistics > Academic year 2019-2020

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%