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IT Service Desk Statistics
IT Service Desk Statistics for 2020/2021
Summary for Academic Year 2020-2021
Monthly Statistics
August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2628 |
1150 |
137 |
23 |
3938 |
| New and Logged in System |
2628 |
330 |
36 |
23 |
3017 |
| Resolved/Closed |
1242 |
175 |
22 |
13 |
1452 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
48.12 |
August Telephone Calls to the IT Service Desk
| Total Number of Calls |
1150 |
| Average Queue Time |
5:36 |
| Average Maximum Queue Time |
25:04 |
| % Calls Answered Within Service Target* |
63.03% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
July 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2121 |
1021 |
115 |
8 |
3265 |
| New and Logged in System |
2121 |
376 |
30 |
8 |
2535 |
| Resolved/Closed |
1033 |
193 |
20 |
4 |
1250 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
49.30 |
July Telephone Calls to the IT Service Desk
| Total Number of Calls |
1021 |
| Average Queue Time |
5:37 |
| Average Maximum Queue Time |
21:01 |
| % Calls Answered Within Service Target* |
67.16% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
June 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2527 |
1175 |
172 |
23 |
3897 |
| New and Logged in System |
2527 |
474 |
52 |
23 |
3076 |
| Resolved/Closed |
1320 |
251 |
27 |
10 |
1608 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
52.27 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
1175 |
| Average Queue Time |
4:32 |
| Average Maximum Queue Time |
17:07 |
| % Calls Answered Within Service Target* |
77.49% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2382 |
1148 |
173 |
28 |
3731 |
| New and Logged in System |
2382 |
421 |
53 |
28 |
2884 |
| Resolved/Closed |
1126 |
217 |
28 |
14 |
1385 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
48.02 |
May Telephone Calls to the IT Service Desk
| Total Number of Calls |
1148 |
| Average Queue Time |
6:16 |
| Average Maximum Queue Time |
22:44 |
| % Calls Answered Within Service Target* |
62.77% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
April 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2287 |
887 |
177 |
16 |
3367 |
| New and Logged in System |
2287 |
372 |
31 |
16 |
2706 |
| Resolved/Closed |
1083 |
185 |
24 |
9 |
1301 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
April Telephone Calls to the IT Service Desk
| Total Number of Calls |
887 |
| Average Queue Time |
3:41 |
| Average Maximum Queue Time |
14.32 |
| % Calls Answered Within Service Target* |
73.13% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
March 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2877 |
1149 |
192 |
35 |
4253 |
| New and Logged in System |
2877 |
437 |
53 |
35 |
3402 |
| Resolved/Closed |
1633 |
229 |
34 |
15 |
1911 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
March Telephone Calls to the IT Service Desk
| Total Number of Calls |
1149 |
| Average Queue Time |
3:54 |
| Average Maximum Queue Time |
12:54 |
| % Calls Answered Within Service Target* |
77.13% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
February 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2729 |
1003 |
195 |
20 |
3947 |
| New and Logged in System |
2729 |
346 |
58 |
20 |
3153 |
| Resolved/Closed |
1472 |
204 |
33 |
12 |
1721 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
54.58 |
February Telephone Calls to the IT Service Desk
| Total Number of Calls |
1003 |
| Average Queue Time |
7:44 |
| Average Maximum Queue Time |
24:57 |
| % Calls Answered Within Service Target* |
70.60% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
January 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2571 |
945 |
138 |
30 |
3684 |
| New and Logged in System |
2571 |
348 |
51 |
30 |
3000 |
| Resolved/Closed |
1304 |
212 |
32 |
17 |
1565 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
52.17 |
January Telephone Calls to the IT Service Desk
| Total Number of Calls |
945 |
| Average Queue Time |
4:01 |
| Average Maximum Queue Time |
18:24 |
| % Calls Answered Within Service Target* |
80.04% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
December 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
1839 |
788 |
143 |
19 |
2789 |
| New and Logged in System |
1839 |
322 |
40 |
19 |
2220 |
| Resolved/Closed |
1156 |
240 |
30 |
9 |
1435 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
64.64 |
December Telephone Calls to the IT Service Desk
| Total Number of Calls |
788 |
| Average Queue Time |
3:26 |
| Average Maximum Queue Time |
12:50 |
| % Calls Answered Within Service Target* |
82.39% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
3440 |
1333 |
256 |
29 |
5058 |
| New and Logged in System |
3440 |
581 |
94 |
29 |
4144 |
| Resolved/Closed |
1606 |
362 |
61 |
14 |
2043 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
49.30 |
November Telephone Calls to the IT Service Desk
| Total Number of Calls |
1333 |
| Average Queue Time |
4:52 |
| Average Maximum Queue Time |
21:07 |
| % Calls Answered Within Service Target* |
74.73% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
October 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
4547 |
1963 |
311 |
56 |
6877 |
| New and Logged in System |
4547 |
727 |
121 |
56 |
5451 |
| Resolved/Closed |
2166 |
485 |
79 |
25 |
2755 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
50.54 |
October Telephone Calls to the IT Service Desk
| Total Number of Calls |
1963 |
| Average Queue Time |
3:54 |
| Average Maximum Queue Time |
14:54 |
| % Calls Answered Within Service Target* |
76.23% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
September 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
5887 |
2281 |
311 |
79 |
8558 |
| New and Logged in System |
5887 |
873 |
101 |
79 |
6940 |
| Resolved/Closed |
3133 |
627 |
71 |
30 |
3861 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
55.63 |
September Telephone Calls to the IT Service Desk
| Total Number of Calls |
2281 |
| Average Queue Time |
5:56 |
| Average Maximum Queue Time |
30:17 |
| % Calls Answered Within Service Target* |
60.41% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
Weekly Statistics
Week ending 29th August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
776 |
344 |
31 |
9 |
1160 |
|
| New and Logged in Service Desk System |
776 |
84 |
7 |
9 |
876 |
|
| Assigned (Work not Started) |
90 |
7 |
1 |
2 |
100 |
11.42 |
| Work In Progress |
7 |
1 |
0 |
0 |
8 |
0.91 |
| Pending (Waiting on More Info) |
297 |
25 |
2 |
3 |
327 |
37.33 |
| Resolved/Closed |
382 |
51 |
4 |
4 |
441 |
50.34 |
| New and Logged by % |
88.58 |
9.59 |
0.80 |
1.03 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
344 |
| Average Queue Time |
05:46 |
| Maximum Queue Time |
23:27 |
| % Calls Answered Within Service Target |
56.31% |
Week ending 22nd August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
711 |
304 |
51 |
4 |
1070 |
|
| New and Logged in Service Desk System |
711 |
96 |
12 |
4 |
823 |
|
| Assigned (Work not Started) |
130 |
6 |
2 |
2 |
140 |
17.01 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.36 |
| Pending (Waiting on More Info) |
214 |
33 |
4 |
1 |
252 |
30.62 |
| Resolved/Closed |
364 |
57 |
6 |
1 |
428 |
52.00 |
| New and Logged by % |
86.39 |
11.66 |
1.46 |
0.49 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
304 |
| Average Queue Time |
05:49 |
| Maximum Queue Time |
28:25 |
| % Calls Answered Within Service Target |
68.73% |
Week ending 15th August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
671 |
277 |
29 |
10 |
987 |
|
| New and Logged in Service Desk System |
671 |
82 |
7 |
10 |
770 |
|
| Assigned (Work not Started) |
66 |
6 |
1 |
1 |
74 |
9.61 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.39 |
| Pending (Waiting on More Info) |
275 |
38 |
1 |
1 |
315 |
40.91 |
| Resolved/Closed |
327 |
38 |
5 |
8 |
378 |
49.09 |
| New and Logged by % |
87.14 |
10.65 |
0.91 |
1.30 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
277 |
| Average Queue Time |
5:15 |
| Maximum Queue Time |
26:42 |
| % Calls Answered Within Service Target |
64.06% |
Week ending 8th August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
470 |
225 |
26 |
0 |
721 |
|
| New and Logged in Service Desk System |
470 |
68 |
10 |
0 |
548 |
|
| Assigned (Work not Started) |
78 |
6 |
1 |
0 |
85 |
15.51 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.36 |
| Pending (Waiting on More Info) |
221 |
33 |
2 |
0 |
256 |
46.72 |
| Resolved/Closed |
169 |
29 |
7 |
0 |
205 |
37.41 |
| New and Logged by % |
85.77 |
12.41 |
1.82 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
225 |
| Average Queue Time |
5:44 |
| Maximum Queue Time |
23:31 |
| % Calls Answered Within Service Target |
59.65% |
Week ending 1st August 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
607 |
266 |
23 |
5 |
901 |
|
| New and Logged in Service Desk System |
607 |
97 |
8 |
5 |
717 |
|
| Assigned (Work not Started) |
152 |
8 |
0 |
2 |
162 |
22.59 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.42 |
| Pending (Waiting on More Info) |
204 |
42 |
2 |
0 |
248 |
34.59 |
| Resolved/Closed |
249 |
46 |
6 |
3 |
304 |
42.40 |
| New and Logged by % |
84.66 |
13.53 |
1.12 |
0.70 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
266 |
| Average Queue Time |
07:17 |
| Maximum Queue Time |
21:17 |
| % Calls Answered Within Service Target |
55.27% |
Week ending 25th July 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
508 |
211 |
25 |
1 |
745 |
|
| New and Logged in Service Desk System |
508 |
69 |
5 |
1 |
583 |
|
| Assigned (Work not Started) |
35 |
3 |
0 |
0 |
38 |
6.52 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.17 |
| Pending (Waiting on More Info) |
216 |
25 |
1 |
1 |
243 |
41.68 |
| Resolved/Closed |
257 |
40 |
4 |
0 |
301 |
51.63 |
| New and Logged by % |
87.14 |
11.84 |
0.86 |
0.17 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
211 |
| Average Queue Time |
4:42 |
| Maximum Queue Time |
19:35 |
| % Calls Answered Within Service Target |
69.37% |
Week ending 18th July 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
476 |
276 |
38 |
2 |
792 |
|
| New and Logged in Service Desk System |
476 |
104 |
11 |
2 |
593 |
|
| Assigned (Work not Started) |
44 |
3 |
1 |
0 |
48 |
8.09 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.51 |
| Pending (Waiting on More Info) |
182 |
47 |
4 |
1 |
234 |
39.46 |
| Resolved/Closed |
248 |
53 |
6 |
1 |
308 |
51.94 |
| New and Logged by % |
80.27 |
17.54 |
1.85 |
0.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
276 |
| Average Queue Time |
5:24 |
| Maximum Queue Time |
24:47 |
| % Calls Answered Within Service Target |
72.15% |
Week ending 11th July 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
530 |
268 |
29 |
0 |
827 |
|
| New and Logged in Service Desk System |
530 |
106 |
6 |
0 |
642 |
|
| Assigned (Work not Started) |
60 |
14 |
0 |
0 |
74 |
11.53 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.47 |
| Pending (Waiting on More Info) |
189 |
37 |
2 |
0 |
228 |
35.51 |
| Resolved/Closed |
279 |
54 |
4 |
0 |
337 |
52.49 |
| New and Logged by % |
82.55 |
16.51 |
0.93 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
268 |
| Average Queue Time |
5:08 |
| Maximum Queue Time |
18:28 |
| % Calls Answered Within Service Target |
71.84% |
Week ending 4th July 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
498 |
253 |
29 |
7 |
787 |
|
| New and Logged in Service Desk System |
498 |
84 |
13 |
7 |
602 |
|
| Assigned (Work not Started) |
30 |
3 |
1 |
0 |
34 |
5.65 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.33 |
| Pending (Waiting on More Info) |
211 |
36 |
6 |
4 |
257 |
42.69 |
| Resolved/Closed |
253 |
45 |
6 |
3 |
307 |
51.00 |
| New and Logged by % |
82.72 |
13.95 |
2.16 |
1.16 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
253 |
| Average Queue Time |
3:29 |
| Maximum Queue Time |
16:33 |
| % Calls Answered Within Service Target |
81.82% |
Week ending 27th June 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
581 |
231 |
39 |
5 |
856 |
|
| New and Logged in Service Desk System |
581 |
90 |
8 |
5 |
684 |
|
| Assigned (Work not Started) |
71 |
6 |
0 |
2 |
79 |
11.55 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.44 |
| Pending (Waiting on More Info) |
200 |
41 |
2 |
1 |
244 |
35.67 |
| Resolved/Closed |
307 |
42 |
6 |
2 |
357 |
52.19 |
| New and Logged by % |
84.94 |
13.16 |
1.17 |
0.73 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
231 |
| Average Queue Time |
4:14 |
| Maximum Queue Time |
16:33 |
| % Calls Answered Within Service Target |
74.72% |
Week ending 20th June 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
521 |
240 |
38 |
2 |
801 |
|
| New and Logged in Service Desk System |
521 |
113 |
8 |
2 |
644 |
|
| Assigned (Work not Started) |
40 |
6 |
1 |
1 |
48 |
7.45 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.78 |
| Pending (Waiting on More Info) |
205 |
50 |
3 |
1 |
259 |
40.22 |
| Resolved/Closed |
272 |
56 |
4 |
0 |
332 |
51.55 |
| New and Logged by % |
80.90 |
17.55 |
1.24 |
0.31 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
240 |
| Average Queue Time |
4:38 |
| Maximum Queue Time |
14:59 |
| % Calls Answered Within Service Target |
80.74% |
Week ending 13th June 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
446 |
215 |
22 |
2 |
685 |
|
| New and Logged in Service Desk System |
446 |
72 |
9 |
2 |
529 |
|
| Assigned (Work not Started) |
41 |
3 |
1 |
1 |
46 |
8.70 |
| Work In Progress |
3 |
1 |
0 |
0 |
4 |
0.76 |
| Pending (Waiting on More Info) |
167 |
24 |
4 |
1 |
196 |
37.05 |
| Resolved/Closed |
235 |
44 |
4 |
0 |
283 |
53.50 |
| New and Logged by % |
84.31 |
13.61 |
1.00 |
1.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
215 |
| Average Queue Time |
04:48 |
| Maximum Queue Time |
17:26 |
| % Calls Answered Within Service Target |
72.55% |
Week ending 6th June 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
481 |
236 |
44 |
7 |
768 |
|
| New and Logged in Service Desk System |
481 |
115 |
14 |
7 |
617 |
|
| Assigned (Work not Started) |
35 |
7 |
0 |
2 |
44 |
7.13 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.49 |
| Pending (Waiting on More Info) |
191 |
43 |
7 |
0 |
241 |
39.06 |
| Resolved/Closed |
253 |
64 |
7 |
5 |
329 |
53.32 |
| New and Logged by % |
77.96 |
18.64 |
2.27 |
1.13 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
236 |
| Average Queue Time |
04:30 |
| Maximum Queue Time |
20:06 |
| % Calls Answered Within Service Target |
77.62% |
Week ending 30th May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
585 |
306 |
51 |
9 |
951 |
|
| New and Logged in Service Desk System |
585 |
116 |
22 |
9 |
732 |
|
| Assigned (Work not Started) |
52 |
5 |
2 |
2 |
61 |
8.33 |
| Work In Progress |
3 |
1 |
0 |
0 |
4 |
0.55 |
| Pending (Waiting on More Info) |
252 |
54 |
8 |
3 |
317 |
43.31 |
| Resolved/Closed |
278 |
56 |
12 |
4 |
350 |
47.81 |
| New and Logged by % |
79.92 |
15.85 |
3.01 |
1.23 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
306 |
| Average Queue Time |
06:49 |
| Maximum Queue Time |
21:58 |
| % Calls Answered Within Service Target |
60.53% |
Week ending 23rd May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
706 |
357 |
49 |
8 |
1120 |
|
| New and Logged in Service Desk System |
706 |
132 |
16 |
8 |
862 |
|
| Assigned (Work not Started) |
49 |
12 |
1 |
3 |
65 |
7.54 |
| Work In Progress |
5 |
2 |
0 |
0 |
7 |
0.81 |
| Pending (Waiting on More Info) |
351 |
59 |
8 |
1 |
419 |
48.61 |
| Resolved/Closed |
303 |
59 |
7 |
4 |
373 |
43.27 |
| New and Logged by % |
81.90 |
15.31 |
1.86 |
0.93 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
357 |
| Average Queue Time |
7:56 |
| Maximum Queue Time |
29:05 |
| % Calls Answered Within Service Target |
50.94% |
Week ending 16th May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
617 |
258 |
42 |
5 |
922 |
|
| New and Logged in Service Desk System |
617 |
89 |
10 |
5 |
721 |
|
| Assigned (Work not Started) |
42 |
3 |
0 |
0 |
45 |
6.24 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
244 |
33 |
4 |
2 |
283 |
39.25 |
| Resolved/Closed |
330 |
53 |
6 |
3 |
392 |
54.37 |
| New and Logged by % |
85.58 |
12.34 |
1.39 |
0.69 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
258 |
| Average Queue Time |
6:02 |
| Maximum Queue Time |
21:38 |
| % Calls Answered Within Service Target |
68.18% |
Week ending 9th May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
474 |
227 |
31 |
6 |
738 |
|
| New and Logged in Service Desk System |
474 |
84 |
5 |
6 |
569 |
|
| Assigned (Work not Started) |
36 |
5 |
0 |
2 |
43 |
7.56 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.53 |
| Pending (Waiting on More Info) |
221 |
29 |
2 |
1 |
253 |
44.46 |
| Resolved/Closed |
215 |
49 |
3 |
3 |
270 |
47.45 |
| New and Logged by % |
83.30 |
14.76 |
0.88 |
1.05 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
227 |
| Average Queue Time |
4:19 |
| Maximum Queue Time |
18:17 |
| % Calls Answered Within Service Target |
71.43% |
Week ending 2nd May 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
626 |
264 |
52 |
2 |
944 |
|
| New and Logged in Service Desk System |
626 |
95 |
14 |
2 |
737 |
|
| Assigned (Work not Started) |
84 |
8 |
0 |
0 |
92 |
12.48 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.54 |
| Pending (Waiting on More Info) |
239 |
40 |
3 |
0 |
282 |
38.26 |
| Resolved/Closed |
299 |
47 |
11 |
2 |
359 |
48.71 |
| New and Logged by % |
84.94 |
12.89 |
1.90 |
0.27 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
264 |
| Average Queue Time |
03:28 |
| Maximum Queue Time |
15:32:00 |
| % Calls Answered Within Service Target |
70.11% |
Week ending 25th April 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
600 |
220 |
48 |
5 |
873 |
|
| New and Logged in Service Desk System |
600 |
96 |
5 |
5 |
706 |
|
| Assigned (Work not Started) |
66 |
10 |
0 |
2 |
78 |
11.05 |
| Work In Progress |
2 |
2 |
0 |
0 |
4 |
0.57 |
| Pending (Waiting on More Info) |
266 |
44 |
2 |
1 |
313 |
44.33 |
| Resolved/Closed |
266 |
40 |
3 |
2 |
311 |
44.05 |
| New and Logged by % |
84.99 |
13.60 |
0.71 |
0.71 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
220 |
| Average Queue Time |
02:34 |
| Maximum Queue Time |
09:13 |
| % Calls Answered Within Service Target |
71.19% |
Week ending 18th April 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
542 |
227 |
39 |
4 |
812 |
|
| New and Logged in Service Desk System |
542 |
92 |
7 |
4 |
645 |
|
| Assigned (Work not Started) |
44 |
3 |
0 |
1 |
48 |
7.44 |
| Work In Progress |
5 |
0 |
0 |
0 |
5 |
0.78 |
| Pending (Waiting on More Info) |
234 |
41 |
2 |
0 |
277 |
42.95 |
| Resolved/Closed |
259 |
48 |
5 |
3 |
315 |
48.84 |
| New and Logged by % |
84.03 |
14.26 |
1.09 |
0.62 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
227 |
| Average Queue Time |
03:57 |
| Maximum Queue Time |
16:32:00 |
| % Calls Answered Within Service Target |
73.88% |
Week ending 10th April 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
519 |
176 |
38 |
5 |
738 |
|
| New and Logged in Service Desk System |
519 |
89 |
5 |
5 |
618 |
|
| Assigned (Work not Started) |
27 |
5 |
0 |
0 |
32 |
5.18 |
| Work In Progress |
5 |
1 |
0 |
0 |
6 |
0.97 |
| Pending (Waiting on More Info) |
228 |
33 |
0 |
3 |
264 |
42.72 |
| Resolved/Closed |
259 |
50 |
5 |
2 |
316 |
51.13 |
| New and Logged by % |
83.98 |
14.40 |
0.81 |
0.81 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
176 |
| Average Queue Time |
04:46 |
| Maximum Queue Time |
16:52:00 |
| % Calls Answered Within Service Target |
77.34% |
Week ending 4th April 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
567 |
232 |
40 |
3 |
842 |
|
| New and Logged in Service Desk System |
567 |
97 |
11 |
3 |
678 |
|
| Assigned (Work not Started) |
112 |
8 |
0 |
1 |
121 |
17.85 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.15 |
| Pending (Waiting on More Info) |
212 |
40 |
4 |
1 |
257 |
37.91 |
| Resolved/Closed |
242 |
49 |
7 |
1 |
299 |
44.10 |
| New and Logged by % |
83.63 |
14.31 |
1.62 |
0.44 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
232 |
| Average Queue Time |
03:59 |
| Maximum Queue Time |
13:51:00 |
| % Calls Answered Within Service Target |
75.50% |
Week ending 28th March 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
650 |
221 |
31 |
8 |
910 |
|
| New and Logged in Service Desk System |
650 |
83 |
7 |
8 |
748 |
|
| Assigned (Work not Started) |
42 |
5 |
0 |
3 |
50 |
6.68 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.67 |
| Pending (Waiting on More Info) |
285 |
37 |
2 |
1 |
325 |
43.45 |
| Resolved/Closed |
319 |
40 |
5 |
4 |
368 |
49.20 |
| New and Logged by % |
86.90 |
11.10 |
0.94 |
1.07 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
221 |
| Average Queue Time |
3:41 |
| Maximum Queue Time |
12:15 |
| % Calls Answered Within Service Target |
79.92% |
Week ending 21st March 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
508 |
197 |
36 |
7 |
748 |
|
| New and Logged in Service Desk System |
508 |
70 |
10 |
7 |
595 |
|
| Assigned (Work not Started) |
42 |
4 |
0 |
1 |
47 |
7.90 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.50 |
| Pending (Waiting on More Info) |
204 |
20 |
3 |
1 |
228 |
38.32 |
| Resolved/Closed |
259 |
46 |
7 |
5 |
317 |
53.28 |
| New and Logged by % |
90.09 |
9.27 |
0.00 |
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
197 |
| Average Queue Time |
3:27 |
| Maximum Queue Time |
10:04 |
| % Calls Answered Within Service Target |
79.57% |
Week ending 14th March 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
576 |
247 |
34 |
7 |
864 |
|
| New and Logged in Service Desk System |
576 |
91 |
16 |
7 |
690 |
|
| Assigned (Work not Started) |
9 |
6 |
0 |
4 |
19 |
2.75 |
| Work In Progress |
2 |
3 |
0 |
0 |
5 |
0.72 |
| Pending (Waiting on More Info) |
7 |
37 |
9 |
3 |
56 |
8.12 |
| Resolved/Closed |
558 |
45 |
7 |
0 |
610 |
88.41 |
| New and Logged by % |
83.48 |
13.19 |
2.32 |
1.01 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
247 |
| Average Queue Time |
4:08 |
| Maximum Queue Time |
13:31 |
| % Calls Answered Within Service Target |
75.00% |
Week ending 7th March 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
576 |
252 |
51 |
10 |
889 |
|
| New and Logged in Service Desk System |
576 |
96 |
9 |
10 |
691 |
|
| Assigned (Work not Started) |
55 |
5 |
0 |
2 |
62 |
8.97 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.29 |
| Pending (Waiting on More Info) |
264 |
42 |
1 |
3 |
310 |
44.86 |
| Resolved/Closed |
255 |
49 |
8 |
5 |
317 |
45.88 |
| New and Logged by % |
83.36 |
13.89 |
1.30 |
1.45 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
252 |
| Average Queue Time |
4:16 |
| Maximum Queue Time |
14:52 |
| % Calls Answered Within Service Target |
75.68% |
Week ending 28th February 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
642 |
209 |
35 |
3 |
889 |
|
| New and Logged in Service Desk System |
642 |
77 |
16 |
3 |
738 |
|
| Assigned (Work not Started) |
87 |
5 |
0 |
0 |
92 |
12.47 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.27 |
| Pending (Waiting on More Info) |
302 |
34 |
8 |
0 |
344 |
46.61 |
| Resolved/Closed |
258 |
38 |
8 |
3 |
307 |
41.60 |
| New and Logged by % |
86.99 |
10.43 |
2.17 |
0.41 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
209 |
| Average Queue Time |
13:47 |
| Maximum Queue Time |
1:25:31 |
| % Calls Answered Within Service Target |
42.97%% |
Week ending 21st February 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
613 |
226 |
34 |
4 |
877 |
|
| New and Logged in Service Desk System |
613 |
83 |
4 |
4 |
704 |
|
| Assigned (Work not Started) |
53 |
1 |
0 |
1 |
55 |
7.81 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.43 |
| Pending (Waiting on More Info) |
227 |
30 |
0 |
2 |
259 |
36.79 |
| Resolved/Closed |
330 |
52 |
4 |
1 |
387 |
54.97 |
| New and Logged by % |
87.07 |
11.79 |
0.57 |
0.57 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
226 |
| Average Queue Time |
5:08 |
| Maximum Queue Time |
22:45 |
| % Calls Answered Within Service Target |
76.47% |
Week ending 14th February 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
638 |
257 |
58 |
7 |
960 |
|
| New and Logged in Service Desk System |
638 |
88 |
25 |
7 |
758 |
|
| Assigned (Work not Started) |
15 |
4 |
1 |
0 |
20 |
2.64 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.53 |
| Pending (Waiting on More Info) |
245 |
34 |
12 |
2 |
293 |
38.65 |
| Resolved/Closed |
374 |
50 |
12 |
5 |
441 |
58.18 |
| New and Logged by % |
84.17 |
11.61 |
3.30 |
0.92 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
257 |
| Average Queue Time |
6:39 |
| Maximum Queue Time |
27:18 |
| % Calls Answered Within Service Target |
67.51% |
Week ending 7th February 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
836 |
311 |
68 |
6 |
1221 |
|
| New and Logged in Service Desk System |
836 |
98 |
13 |
6 |
953 |
|
| Assigned (Work not Started) |
37 |
5 |
0 |
2 |
44 |
4.62 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.21 |
| Pending (Waiting on More Info) |
287 |
29 |
4 |
1 |
321 |
33.68 |
| Resolved/Closed |
510 |
64 |
9 |
3 |
586 |
61.49 |
| New and Logged by % |
87.72 |
10.28 |
1.36 |
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
311 |
| Average Queue Time |
5:25 |
| Maximum Queue Time |
24:50 |
| % Calls Answered Within Service Target |
67.81% |
Week ending 31st January 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
726 |
249 |
38 |
6 |
1019 |
|
| New and Logged in Service Desk System |
726 |
92 |
8 |
6 |
832 |
|
| Assigned (Work not Started) |
63 |
1 |
0 |
0 |
64 |
7.69 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.36 |
| Pending (Waiting on More Info) |
283 |
41 |
4 |
3 |
331 |
39.78 |
| Resolved/Closed |
376 |
50 |
4 |
3 |
433 |
52.04 |
| New and Logged by % |
87.26 |
11.06 |
0.96 |
0.72 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
249 |
| Average Queue Time |
04:11 |
| Maximum Queue Time |
14:31 |
| % Calls Answered Within Service Target |
80.94% |
Week ending 24th January 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
608 |
221 |
35 |
6 |
870 |
|
| New and Logged in Service Desk System |
608 |
95 |
12 |
6 |
721 |
|
| Assigned (Work not Started) |
51 |
6 |
0 |
0 |
57 |
7.91 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.28 |
| Pending (Waiting on More Info) |
254 |
31 |
2 |
1 |
288 |
39.94 |
| Resolved/Closed |
302 |
57 |
10 |
5 |
374 |
51.87 |
| New and Logged by % |
84.33 |
13.18 |
1.66 |
0.83 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
221 |
| Average Queue Time |
05:04 |
| Maximum Queue Time |
26:39 |
| % Calls Answered Within Service Target |
78.52% |
Week ending 17th January 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
656 |
230 |
35 |
8 |
929 |
|
| New and Logged in Service Desk System |
656 |
86 |
19 |
8 |
769 |
|
| Assigned (Work not Started) |
33 |
3 |
0 |
0 |
36 |
4.68 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
283 |
32 |
10 |
4 |
329 |
42.78 |
| Resolved/Closed |
340 |
51 |
9 |
4 |
404 |
52.54 |
| New and Logged by % |
85.31 |
11.18 |
2.47 |
1.04 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
230 |
| Average Queue Time |
02:24 |
| Maximum Queue Time |
9:46 |
| % Calls Answered Within Service Target |
85.52% |
Week ending 10th January 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
581 |
245 |
30 |
10 |
866 |
|
| New and Logged in Service Desk System |
581 |
75 |
12 |
10 |
678 |
|
| Assigned (Work not Started) |
32 |
4 |
0 |
5 |
41 |
6.05 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.15 |
| Pending (Waiting on More Info) |
262 |
17 |
3 |
0 |
282 |
41.59 |
| Resolved/Closed |
286 |
54 |
9 |
5 |
354 |
52.21 |
| New and Logged by % |
85.69 |
11.06 |
1.77 |
1.47 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
245 |
| Average Queue Time |
04:37 |
| Maximum Queue Time |
22:43 |
| % Calls Answered Within Service Target |
74.74% |
Week ending 23rd December 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
244 |
99 |
14 |
2 |
359 |
|
| New and Logged in Service Desk System |
244 |
26 |
1 |
2 |
273 |
|
| Assigned (Work not Started) |
8 |
0 |
0 |
0 |
8 |
2.93 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.37 |
| Pending (Waiting on More Info) |
44 |
8 |
0 |
1 |
53 |
19.41 |
| Resolved/Closed |
191 |
18 |
1 |
1 |
211 |
77.29 |
| New and Logged by % |
89.38 |
9.52 |
0.37 |
0.73 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
99 |
| Average Queue Time |
02:47 |
| Maximum Queue Time |
10:42 |
| % Calls Answered Within Service Target |
89.72% |
Week ending 20th December 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
536 |
232 |
42 |
3 |
813 |
|
| New and Logged in Service Desk System |
536 |
99 |
11 |
3 |
649 |
|
| Assigned (Work not Started) |
12 |
3 |
0 |
0 |
15 |
2.31 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.15 |
| Pending (Waiting on More Info) |
63 |
9 |
2 |
0 |
74 |
11.40 |
| Resolved/Closed |
461 |
86 |
9 |
3 |
559 |
86.13 |
| New and Logged by % |
82.59 |
15.25 |
1.69 |
0.46 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
232 |
| Average Queue Time |
03:52 |
| Maximum Queue Time |
14:59 |
| % Calls Answered Within Service Target |
79.78% |
Week ending 13th December 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
481 |
226 |
35 |
7 |
749 |
|
| New and Logged in Service Desk System |
481 |
91 |
18 |
7 |
597 |
|
| Assigned (Work not Started) |
41 |
2 |
0 |
2 |
45 |
7.54 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
216 |
29 |
4 |
4 |
253 |
42.38 |
| Resolved/Closed |
224 |
60 |
14 |
1 |
299 |
50.08 |
| New and Logged by % |
80.57 |
15.24 |
3.02 |
1.17 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
226 |
| Average Queue Time |
02:58 |
| Maximum Queue Time |
11:24 |
| % Calls Answered Within Service Target |
80.00% |
Week ending 6th December 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
578 |
231 |
52 |
7 |
868 |
|
| New and Logged in Service Desk System |
578 |
106 |
10 |
7 |
701 |
|
| Assigned (Work not Started) |
46 |
3 |
1 |
1 |
51 |
7.28 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.14 |
| Pending (Waiting on More Info) |
251 |
27 |
3 |
2 |
283 |
40.37 |
| Resolved/Closed |
280 |
76 |
6 |
4 |
366 |
52.21 |
| New and Logged by % |
82.45 |
15.12 |
1.43 |
1.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
231 |
| Average Queue Time |
04:10 |
| Maximum Queue Time |
14:15 |
| % Calls Answered Within Service Target |
80.08% |
Week ending 29th November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
694 |
276 |
40 |
9 |
1019 |
|
| New and Logged in Service Desk System |
694 |
121 |
19 |
9 |
843 |
|
| Assigned (Work not Started) |
51 |
5 |
2 |
2 |
60 |
7.12 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.24 |
| Pending (Waiting on More Info) |
307 |
30 |
6 |
1 |
344 |
40.81 |
| Resolved/Closed |
335 |
85 |
11 |
6 |
437 |
51.84 |
| New and Logged by % |
82.33 |
14.35 |
2.25 |
1.07 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
276 |
| Average Queue Time |
05:30 |
| Maximum Queue Time |
21:05:00 |
| % Calls Answered Within Service Target |
73.39% |
Week ending 22nd November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
745 |
272 |
56 |
3 |
1076 |
|
| New and Logged in Service Desk System |
745 |
130 |
19 |
3 |
897 |
|
| Assigned (Work not Started) |
81 |
12 |
1 |
1 |
95 |
10.59 |
| Work In Progress |
0 |
1 |
0 |
0 |
1 |
0.11 |
| Pending (Waiting on More Info) |
321 |
47 |
6 |
0 |
374 |
41.69 |
| Resolved/Closed |
343 |
70 |
12 |
2 |
427 |
47.60 |
| New and Logged by % |
83.05 |
14.49 |
2.12 |
0.33 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
272 |
| Average Queue Time |
04:58 |
| Maximum Queue Time |
24:10:00 |
| % Calls Answered Within Service Target |
79.03% |
Week ending 15th November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
647 |
273 |
54 |
6 |
980 |
|
| New and Logged in Service Desk System |
647 |
128 |
16 |
6 |
797 |
|
| Assigned (Work not Started) |
43 |
7 |
0 |
1 |
51 |
6.40 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.38 |
| Pending (Waiting on More Info) |
301 |
34 |
3 |
3 |
341 |
42.79 |
| Resolved/Closed |
300 |
87 |
13 |
2 |
402 |
50.44 |
| New and Logged by % |
81.18 |
16.06 |
2.01 |
0.75 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
273 |
| Average Queue Time |
5:14 |
| Maximum Queue Time |
22:26 |
| % Calls Answered Within Service Target |
70.24% |
Week ending 8th November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
760 |
296 |
57 |
8 |
1121 |
|
| New and Logged in Service Desk System |
760 |
126 |
21 |
8 |
915 |
|
| Assigned (Work not Started) |
52 |
3 |
0 |
3 |
58 |
6.34 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.22 |
| Pending (Waiting on More Info) |
328 |
57 |
10 |
1 |
396 |
43.28 |
| Resolved/Closed |
378 |
66 |
11 |
4 |
459 |
50.16 |
| New and Logged by % |
83.06 |
13.77 |
2.30 |
0.87 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
296 |
| Average Queue Time |
4:25 |
| Maximum Queue Time |
16:48 |
| % Calls Answered Within Service Target |
76.28% |
Week ending 1st November 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
594 |
216 |
49 |
3 |
862 |
|
| New and Logged in Service Desk System |
594 |
76 |
19 |
3 |
692 |
|
| Assigned (Work not Started) |
65 |
3 |
3 |
2 |
73 |
10.55 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.29 |
| Pending (Waiting on More Info) |
277 |
19 |
2 |
1 |
299 |
43.21 |
| Resolved/Closed |
250 |
54 |
14 |
0 |
318 |
45.95 |
| New and Logged by % |
85.84 |
10.98 |
2.75 |
0.43 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
216 |
| Average Queue Time |
3:48 |
| Maximum Queue Time |
11:27 |
| % Calls Answered Within Service Target |
73.75% |
Week ending 25th October 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
825 |
377 |
64 |
9 |
1275 |
|
| New and Logged in Service Desk System |
825 |
136 |
15 |
9 |
985 |
|
| Assigned (Work not Started) |
44 |
10 |
1 |
4 |
59 |
5.99 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
393 |
43 |
3 |
1 |
440 |
44.67 |
| Resolved/Closed |
388 |
83 |
11 |
4 |
486 |
49.34 |
| New and Logged by % |
83.76 |
13.81 |
1.52 |
0.91 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
377 |
| Average Queue Time |
2:56 |
| Maximum Queue Time |
10:24 |
| % Calls Answered Within Service Target |
88.15% |
Week ending 18th October 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1165 |
454 |
73 |
14 |
1706 |
|
| New and Logged in Service Desk System |
1165 |
186 |
39 |
14 |
1404 |
|
| Assigned (Work not Started) |
120 |
10 |
1 |
5 |
136 |
9.69 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.21 |
| Pending (Waiting on More Info) |
445 |
55 |
11 |
5 |
516 |
36.75 |
| Resolved/Closed |
598 |
120 |
27 |
4 |
749 |
53.35 |
| New and Logged by % |
82.98 |
13.25 |
2.78 |
1.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
454 |
| Average Queue Time |
3:52 |
| Maximum Queue Time |
18:12 |
| % Calls Answered Within Service Target |
77.78% |
Week ending 11th October 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1124 |
526 |
70 |
15 |
1735 |
|
| New and Logged in Service Desk System |
1124 |
179 |
33 |
15 |
1351 |
|
| Assigned (Work not Started) |
84 |
13 |
0 |
4 |
101 |
7.48 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.15 |
| Pending (Waiting on More Info) |
543 |
51 |
16 |
2 |
612 |
45.30 |
| Resolved/Closed |
495 |
115 |
17 |
9 |
636 |
47.08 |
| New and Logged by % |
83.20 |
13.25 |
2.44 |
1.11 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
526 |
| Average Queue Time |
5:01 |
| Maximum Queue Time |
19:34 |
| % Calls Answered Within Service Target |
65.26% |
Week ending 4th October 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1433 |
606 |
104 |
18 |
2161 |
|
| New and Logged in Service Desk System |
1433 |
226 |
34 |
18 |
1711 |
|
| Assigned (Work not Started) |
181 |
10 |
2 |
9 |
202 |
11.81 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.29 |
| Pending (Waiting on More Info) |
562 |
48 |
8 |
1 |
619 |
36.18 |
| Resolved/Closed |
685 |
167 |
24 |
8 |
884 |
51.67 |
| New and Logged by % |
83.75 |
13.21 |
1.99 |
1.05 |
100 |
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
606 |
| Average Queue Time |
5:56 |
| Maximum Queue Time |
32:15 |
| % Calls Answered Within Service Target |
63.51% |
Week ending 27th September 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1342 |
556 |
70 |
22 |
1990 |
|
| New and Logged in Service Desk System |
1342 |
222 |
26 |
22 |
1612 |
|
| Assigned (Work not Started) |
113 |
10 |
1 |
10 |
134 |
8.31 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.06 |
| Pending (Waiting on More Info) |
545 |
62 |
7 |
5 |
619 |
38.40 |
| Resolved/Closed |
683 |
150 |
18 |
7 |
858 |
53.23 |
| New and Logged by % |
83.25 |
13.77 |
1.61 |
1.36 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
556 |
| Average Queue Time |
4:52 |
| Maximum Queue Time |
20:41 |
| % Calls Answered Within Service Target |
69.00% |
Week ending 20th September 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1305 |
508 |
56 |
12 |
1881 |
|
| New and Logged in Service Desk System |
1305 |
181 |
18 |
12 |
1516 |
|
| Assigned (Work not Started) |
117 |
5 |
1 |
0 |
123 |
8.11 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
455 |
30 |
6 |
6 |
497 |
32.78 |
| Resolved/Closed |
733 |
146 |
11 |
6 |
896 |
59.10 |
| New and Logged by % |
86.08 |
11.94 |
1.19 |
0.79 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
508 |
| Average Queue Time |
5:49 |
| Maximum Queue Time |
33:32 |
| % Calls Answered Within Service Target |
63.92% |
Week ending 13th September 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
945 |
340 |
46 |
19 |
1350 |
|
| New and Logged in Service Desk System |
945 |
141 |
17 |
19 |
1122 |
|
| Assigned (Work not Started) |
62 |
7 |
1 |
8 |
78 |
6.95 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.18 |
| Pending (Waiting on More Info) |
378 |
44 |
3 |
4 |
429 |
38.24 |
| Resolved/Closed |
504 |
89 |
13 |
7 |
613 |
54.63 |
| New and Logged by % |
84.22 |
12.57 |
1.52 |
1.69 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
340 |
| Average Queue Time |
05:01:00 |
| Maximum Queue Time |
24:36:00 |
| % Calls Answered Within Service Target |
59.50% |
Week ending 6th September 2020
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
862 |
271 |
35 |
8 |
1176 |
|
| New and Logged in Service Desk System |
862 |
103 |
6 |
8 |
979 |
|
| Assigned (Work not Started) |
36 |
2 |
0 |
4 |
42 |
4.29 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.20 |
| Pending (Waiting on More Info) |
296 |
26 |
1 |
2 |
325 |
33.20 |
| Resolved/Closed |
528 |
75 |
5 |
2 |
610 |
62.31 |
| New and Logged by % |
88.05 |
10.52 |
0.61 |
0.82 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
271 |
| Average Queue Time |
08:04:00 |
| Maximum Queue Time |
40:24:00 |
| % Calls Answered Within Service Target |
46.13% |
Statistics Archive
Click on the links below to view statistics for previous academic years:
