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IT Service Desk Statistics
IT Service Desk Statistics for 2021/2022
Summary for Academic Year 2021-2022
Monthly Statistics
August 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
| Total Callers |
4267 |
1985 |
251 |
295 |
135 |
6933 |
| New and Logged in System |
4267 |
565 |
48 |
57 |
135 |
5072 |
| Resolved/Closed |
1631 |
314 |
34 |
51 |
51 |
2081 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
41.03 |
August Telephone Calls to the IT Service Desk
| Total Number of Calls |
1985 |
| Average Queue Time |
4:29 |
| Average Maximum Queue Time |
17:58 |
| % Calls Answered Within Service Target* |
68.41% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
July 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
| Total Callers |
2377 |
1188 |
0 |
118 |
36 |
3719 |
| New and Logged in System |
2377 |
357 |
0 |
15 |
36 |
2785 |
| Resolved/Closed |
960 |
217 |
0 |
12 |
10 |
1119 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
43.05 |
July Telephone Calls to the IT Service Desk
| Total Number of Calls |
1188 |
| Average Queue Time |
4:07 |
| Average Maximum Queue Time |
16:36 |
| % Calls Answered Within Service Target* |
75.18% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
June 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
| Total Callers |
2872 |
1400 |
162 |
169 |
31 |
4613 |
| New and Logged in System |
2872 |
419 |
54 |
14 |
31 |
3388 |
| Resolved/Closed |
1144 |
224 |
45 |
9 |
10 |
1432 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
42.27 |
June Telephone Calls to the IT Service Desk
| Total Number of Calls |
1400 |
| Average Queue Time |
4:47 |
| Average Maximum Queue Time |
23:01 |
| % Calls Answered Within Service Target* |
73.81 |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
May 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
| Total Callers |
2448 |
1252 |
162 |
26 |
28 |
3916 |
| New and Logged in System |
2448 |
438 |
27 |
4 |
28 |
2945 |
| Resolved/Closed |
839 |
238 |
18 |
4 |
15 |
1114 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
|
37.83 |
May Telephone Calls to the IT Service Desk
| Total Number of Calls |
1252 |
| Average Queue Time |
4:48 |
| Average Maximum Queue Time |
18:11 |
| % Calls Answered Within Service Target* |
67.70% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
April 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2218 |
1181 |
136 |
36 |
3571 |
| New and Logged in System |
2218 |
386 |
29 |
36 |
2669 |
| Resolved/Closed |
920 |
219 |
20 |
21 |
1180 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
44.21 |
April Telephone Calls to the IT Service Desk
| Total Number of Calls |
1181 |
| Average Queue Time |
5:39 |
| Average Maximum Queue Time |
24:07 |
| % Calls Answered Within Service Target* |
63.27% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
March 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
3218 |
1695 |
241 |
26 |
5180 |
| New and Logged in System |
3218 |
549 |
82 |
26 |
3875 |
| Resolved/Closed |
1415 |
293 |
53 |
17 |
1778 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
45.88 |
March Telephone Calls to the IT Service Desk
| Total Number of Calls |
1695 |
| Average Queue Time |
6:21 |
| Average Maximum Queue Time |
26:15 |
| % Calls Answered Within Service Target* |
58.58% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
February 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
3498 |
1682 |
189 |
52 |
5421 |
| New and Logged in System |
3498 |
678 |
46 |
52 |
4274 |
| Resolved/Closed |
1369 |
344 |
31 |
31 |
1775 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
41.53 |
February Telephone Calls to the IT Service Desk
| Total Number of Calls |
1682 |
| Average Queue Time |
8:17 |
| Average Maximum Queue Time |
32:50 |
| % Calls Answered Within Service Target* |
44.42% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
January 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
3457 |
1386 |
169 |
31 |
5043 |
| New and Logged in System |
3457 |
434 |
36 |
31 |
3958 |
| Resolved/Closed |
1470 |
250 |
24 |
21 |
1765 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
44.59 |
January Telephone Calls to the IT Service Desk
| Total Number of Calls |
1386 |
| Average Queue Time |
7:10 |
| Average Maximum Queue Time |
23:48 |
| % Calls Answered Within Service Target* |
56.46% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
December 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
2246 |
993 |
101 |
8 |
3348 |
| New and Logged in System |
2246 |
369 |
25 |
8 |
2648 |
| Resolved/Closed |
1150 |
238 |
18 |
5 |
1411 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
53.28 |
December Telephone Calls to the IT Service Desk
| Total Number of Calls |
993 |
| Average Queue Time |
5:00 |
| Average Maximum Queue Time |
19:55 |
| % Calls Answered Within Service Target* |
73.86% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
November 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
3814 |
1801 |
245 |
43 |
5903 |
| New and Logged in System |
3814 |
624 |
62 |
43 |
4543 |
| Resolved/Closed |
1654 |
355 |
44 |
25 |
2078 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
45.74 |
November Telephone Calls to the IT Service Desk
| Total Number of Calls |
1801 |
| Average Queue Time |
7:10 |
| Average Maximum Queue Time |
30:11 |
| % Calls Answered Within Service Target* |
50.61% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
4077 |
2045 |
257 |
34 |
6413 |
| New and Logged in System |
4077 |
759 |
77 |
34 |
4947 |
| Resolved/Closed |
1676 |
441 |
54 |
20 |
2191 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
44.28 |
October Telephone Calls to the IT Service Desk
| Total Number of Calls |
2045 |
| Average Queue Time |
4:36 |
| Average Maximum Queue Time |
19:17 |
| % Calls Answered Within Service Target* |
71.03% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
September 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
| Total Callers |
7003 |
3034 |
342 |
65 |
10444 |
| New and Logged in System |
7003 |
1083 |
113 |
65 |
8264 |
| Resolved/Closed |
3124 |
665 |
81 |
44 |
3914 |
| Avg Closure Within 1 Week (%) |
|
|
|
|
47.36 |
September Telephone Calls to the IT Service Desk
| Total Number of Calls |
3034 |
| Average Queue Time |
9:11 |
| Average Maximum Queue Time |
34:03 |
| % Calls Answered Within Service Target* |
38.10% |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
Weekly Statistics
Week ending 4th September 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
940 |
502 |
48 |
85 |
48 |
1623 |
|
| New and Logged in Service Desk System |
940 |
142 |
12 |
12 |
48 |
1154 |
|
| Assigned (Work not Started) |
204 |
11 |
2 |
0 |
26 |
243 |
21.06 |
| Work In Progress |
5 |
0 |
0 |
0 |
0 |
5 |
0.43 |
| Pending (Waiting on More Info) |
372 |
35 |
1 |
1 |
1 |
410 |
35.53 |
| Resolved/Closed |
359 |
96 |
9 |
11 |
21 |
496 |
42.98 |
| New and Logged by % |
81.46 |
12.31 |
1.04 |
1.04 |
4.16 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
502 |
| Average Queue Time |
3:55 |
| Maximum Queue Time |
20:03 |
| % Calls Answered Within Service Target |
73.20% |
Week ending 28th August 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
919 |
414 |
61 |
54 |
37 |
1485 |
|
| New and Logged in Service Desk System |
919 |
124 |
5 |
23 |
37 |
1108 |
|
| Assigned (Work not Started) |
258 |
16 |
1 |
0 |
18 |
293 |
26.44 |
| Work In Progress |
2 |
0 |
0 |
0 |
0 |
2 |
0.18 |
| Pending (Waiting on More Info) |
338 |
44 |
4 |
4 |
3 |
393 |
35.47 |
| Resolved/Closed |
321 |
64 |
0 |
19 |
16 |
420 |
37.91 |
| New and Logged by % |
82.94 |
11.19 |
0.45 |
2.08 |
3.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
414 |
| Average Queue Time |
04:31 |
| Maximum Queue Time |
18:09 |
| % Calls Answered Within Service Target |
65.37% |
Week ending 21st August 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
1010 |
382 |
65 |
51 |
24 |
1532 |
|
| New and Logged in Service Desk System |
1010 |
123 |
19 |
22 |
24 |
1198 |
|
| Assigned (Work not Started) |
303 |
12 |
0 |
0 |
13 |
328 |
27.38 |
| Work In Progress |
1 |
0 |
0 |
0 |
0 |
1 |
0.08 |
| Pending (Waiting on More Info) |
337 |
46 |
5 |
1 |
5 |
394 |
32.89 |
| Resolved/Closed |
369 |
65 |
14 |
21 |
6 |
475 |
39.65 |
| New and Logged by % |
84.31 |
10.27 |
1.59 |
1.84 |
2.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
382 |
| Average Queue Time |
04:36 |
| Maximum Queue Time |
18:01 |
| % Calls Answered Within Service Target |
69.42% |
Week ending 14th August 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
802 |
372 |
77 |
77 |
16 |
1344 |
|
| New and Logged in Service Desk System |
802 |
110 |
12 |
0 |
16 |
940 |
|
| Assigned (Work not Started) |
148 |
2 |
0 |
0 |
2 |
152 |
16.17 |
| Work In Progress |
0 |
1 |
0 |
0 |
7 |
8 |
0.85 |
| Pending (Waiting on More Info) |
335 |
47 |
1 |
0 |
0 |
383 |
40.74 |
| Resolved/Closed |
319 |
60 |
11 |
0 |
7 |
397 |
42.23 |
| New and Logged by % |
85.32 |
11.70 |
1.28 |
0.00 |
1.70 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
372 |
| Average Queue Time |
04:32 |
| Maximum Queue Time |
17:51 |
| % Calls Answered Within Service Target |
64.89% |
Week ending 7th August 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
596 |
315 |
28 |
10 |
949 |
|
| New and Logged in Service Desk System |
596 |
66 |
0 |
10 |
672 |
|
| Assigned (Work not Started) |
66 |
12 |
0 |
2 |
80 |
11.90 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.30 |
| Pending (Waiting on More Info) |
265 |
25 |
0 |
7 |
297 |
44.20 |
| Resolved/Closed |
263 |
29 |
0 |
1 |
293 |
43.60 |
| New and Logged by % |
88.69 |
9.82 |
0.00 |
1.49 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
315 |
| Average Queue Time |
4:54 |
| Maximum Queue Time |
15:49 |
| % Calls Answered Within Service Target |
69.17% |
Week ending 31st July 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
571 |
315 |
25 |
5 |
916 |
|
| New and Logged in Service Desk System |
571 |
107 |
2 |
5 |
685 |
|
| Assigned (Work not Started) |
92 |
7 |
0 |
1 |
100 |
14.60 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.44 |
| Pending (Waiting on More Info) |
241 |
34 |
1 |
2 |
278 |
40.58 |
| Resolved/Closed |
228 |
66 |
1 |
2 |
297 |
43.36 |
| New and Logged by % |
83.36 |
15.62 |
0.29 |
0.73 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
315 |
| Average Queue Time |
4:15 |
| Maximum Queue Time |
16:02 |
| % Calls Answered Within Service Target |
72.51% |
Week ending 24th July 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
639 |
294 |
25 |
8 |
966 |
|
| New and Logged in Service Desk System |
639 |
83 |
1 |
8 |
731 |
|
| Assigned (Work not Started) |
112 |
5 |
0 |
3 |
120 |
16.42 |
| Work In Progress |
8 |
0 |
0 |
0 |
8 |
1.09 |
| Pending (Waiting on More Info) |
252 |
21 |
0 |
1 |
274 |
37.48 |
| Resolved/Closed |
267 |
57 |
1 |
4 |
329 |
45.01 |
| New and Logged by % |
87.41 |
11.35 |
0.14 |
1.09 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
294 |
| Average Queue Time |
3:59 |
| Maximum Queue Time |
17:28 |
| % Calls Answered Within Service Target |
76.88% |
Week ending 17th July 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
547 |
286 |
31 |
8 |
872 |
|
| New and Logged in Service Desk System |
547 |
74 |
8 |
8 |
637 |
|
| Assigned (Work not Started) |
63 |
6 |
0 |
3 |
72 |
11.30 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.31 |
| Pending (Waiting on More Info) |
259 |
24 |
0 |
4 |
287 |
45.05 |
| Resolved/Closed |
223 |
44 |
8 |
1 |
276 |
43.33 |
| New and Logged by % |
85.87 |
11.62 |
1.26 |
1.26 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
286 |
| Average Queue Time |
4:54 |
| Maximum Queue Time |
17:12 |
| % Calls Answered Within Service Target |
67.27% |
Week ending 10th July 2022
| Call Source |
Email |
Phone |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
620 |
293 |
37 |
15 |
965 |
|
| New and Logged in Service Desk System |
620 |
93 |
4 |
15 |
732 |
|
| Assigned (Work not Started) |
116 |
4 |
0 |
8 |
128 |
17.49 |
| Work In Progress |
5 |
0 |
0 |
0 |
5 |
0.68 |
| Pending (Waiting on More Info) |
257 |
39 |
2 |
4 |
302 |
41.26 |
| Resolved/Closed |
242 |
50 |
2 |
3 |
297 |
40.57 |
| New and Logged by % |
84.70 |
12.70 |
0.55 |
2.05 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
293 |
| Average Queue Time |
3:22 |
| Maximum Queue Time |
15:42 |
| % Calls Answered Within Service Target |
84.08% |
Week ending 3rd July 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
570 |
236 |
11 |
21 |
9 |
826 |
|
| New and Logged in Service Desk System |
570 |
66 |
8 |
2 |
9 |
653 |
|
| Assigned (Work not Started) |
105 |
7 |
0 |
2 |
4 |
116 |
17.76 |
| Work In Progress |
34 |
2 |
0 |
0 |
0 |
36 |
5.51 |
| Pending (Waiting on More Info) |
220 |
27 |
0 |
1 |
5 |
252 |
38.59 |
| Resolved/Closed |
211 |
30 |
8 |
0 |
0 |
249 |
38.13 |
| New and Logged by % |
87.29 |
10.11 |
1.23 |
0.31 |
1.38 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
236 |
| Average Queue Time |
04:15 |
| Maximum Queue Time |
13:00:00 |
| % Calls Answered Within Service Target |
76.38% |
Week ending 26th June 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
664 |
307 |
36 |
48 |
4 |
1059 |
|
| New and Logged in Service Desk System |
664 |
91 |
15 |
3 |
4 |
777 |
|
| Assigned (Work not Started) |
179 |
8 |
0 |
0 |
4 |
191 |
24.58 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
221 |
24 |
2 |
1 |
0 |
248 |
31.92 |
| Resolved/Closed |
264 |
59 |
13 |
2 |
0 |
338 |
43.50 |
| New and Logged by % |
85.46 |
11.71 |
1.93 |
0.39 |
0.51 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
307 |
| Average Queue Time |
04:22 |
| Maximum Queue Time |
25:30:00 |
| % Calls Answered Within Service Target |
74.59% |
Week ending 19th June 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
586 |
311 |
39 |
24 |
5 |
965 |
|
| New and Logged in Service Desk System |
586 |
87 |
8 |
2 |
5 |
688 |
|
| Assigned (Work not Started) |
84 |
15 |
0 |
0 |
1 |
100 |
14.53 |
| Work In Progress |
5 |
0 |
0 |
0 |
0 |
5 |
0.73 |
| Pending (Waiting on More Info) |
286 |
43 |
2 |
0 |
3 |
334 |
48.55 |
| Resolved/Closed |
211 |
29 |
6 |
2 |
1 |
249 |
36.19 |
| New and Logged by % |
85.17 |
12.65 |
1.16 |
0.29 |
0.73 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
311 |
| Average Queue Time |
4:59 |
| Maximum Queue Time |
26:13 |
| % Calls Answered Within Service Target |
72.05% |
Week ending 12th June 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
450 |
238 |
33 |
26 |
7 |
754 |
|
| New and Logged in Service Desk System |
450 |
72 |
6 |
2 |
7 |
537 |
|
| Assigned (Work not Started) |
68 |
11 |
0 |
1 |
2 |
82 |
15.27 |
| Work In Progress |
7 |
0 |
0 |
0 |
0 |
7 |
1.30 |
| Pending (Waiting on More Info) |
250 |
26 |
1 |
0 |
1 |
278 |
51.77 |
| Resolved/Closed |
125 |
35 |
5 |
1 |
4 |
170 |
31.66 |
| New and Logged by % |
83.80 |
13.41 |
1.12 |
0.37 |
1.30 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
238 |
| Average Queue Time |
5:04 |
| Maximum Queue Time |
23:21 |
| % Calls Answered Within Service Target |
72.69% |
Week ending 5th June 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
602 |
308 |
43 |
50 |
6 |
1009 |
|
| New and Logged in Service Desk System |
602 |
103 |
17 |
5 |
6 |
733 |
|
| Assigned (Work not Started) |
60 |
1 |
0 |
1 |
0 |
62 |
8.46 |
| Work In Progress |
1 |
2 |
0 |
0 |
0 |
3 |
0.41 |
| Pending (Waiting on More Info) |
208 |
29 |
4 |
0 |
1 |
242 |
33.02 |
| Resolved/Closed |
333 |
71 |
13 |
4 |
5 |
426 |
58.12 |
| New and Logged by % |
82.13 |
14.05 |
2.32 |
0.68 |
0.82 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
308 |
| Average Queue Time |
5:17 |
| Maximum Queue Time |
27:04 |
| % Calls Answered Within Service Target |
73.35% |
Week ending 29th May 2022
| Call Source |
Email |
Phone |
WebChat |
Walk-In |
Web |
Total |
Status% |
| Total Callers |
646 |
312 |
42 |
26 |
10 |
1036 |
|
| New and Logged in Service Desk System |
646 |
112 |
12 |
4 |
10 |
784 |
|
| Assigned (Work not Started) |
121 |
9 |
0 |
0 |
3 |
133 |
16.96 |
| Work In Progress |
3 |
2 |
0 |
0 |
0 |
5 |
0.64 |
| Pending (Waiting on More Info) |
259 |
45 |
3 |
0 |
1 |
308 |
39.29 |
| Resolved/Closed |
263 |
56 |
9 |
4 |
6 |
338 |
43.11 |
| New and Logged by % |
82.40 |
14.29 |
1.53 |
40.00 |
1.28 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
312 |
| Average Queue Time |
03:32 |
| Maximum Queue Time |
17:26:00 |
| % Calls Answered Within Service Target |
75.61% |
Week ending 22nd May 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
615 |
344 |
49 |
7 |
1015 |
|
| New and Logged in Service Desk System |
615 |
113 |
8 |
7 |
743 |
|
| Assigned (Work not Started) |
51 |
10 |
0 |
1 |
62 |
8.34 |
| Work In Progress |
9 |
0 |
0 |
0 |
9 |
1.21 |
| Pending (Waiting on More Info) |
282 |
43 |
3 |
2 |
330 |
44.41 |
| Resolved/Closed |
51 |
60 |
5 |
4 |
120 |
16.15 |
| New and Logged by % |
82.77 |
15.21 |
1.08 |
0.94 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
344 |
| Average Queue Time |
04:54 |
| Maximum Queue Time |
18:32 |
| % Calls Answered Within Service Target |
66.50% |
Week ending 15th May 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
664 |
317 |
33 |
5 |
1019 |
|
| New and Logged in Service Desk System |
664 |
101 |
4 |
5 |
774 |
|
| Assigned (Work not Started) |
52 |
4 |
0 |
2 |
58 |
7.49 |
| Work In Progress |
5 |
1 |
0 |
0 |
6 |
0.78 |
| Pending (Waiting on More Info) |
321 |
33 |
2 |
1 |
357 |
46.12 |
| Resolved/Closed |
286 |
63 |
2 |
2 |
353 |
45.61 |
| New and Logged by % |
85.79 |
13.05 |
0.52 |
0.65 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
317 |
| Average Queue Time |
4:23 |
| Maximum Queue Time |
17:30 |
| % Calls Answered Within Service Target |
75.14% |
Week ending 8th May 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
523 |
279 |
38 |
6 |
846 |
|
| New and Logged in Service Desk System |
523 |
112 |
3 |
6 |
644 |
|
| Assigned (Work not Started) |
49 |
41 |
1 |
1 |
92 |
14.29 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.62 |
| Pending (Waiting on More Info) |
231 |
12 |
0 |
2 |
245 |
38.04 |
| Resolved/Closed |
239 |
59 |
2 |
3 |
303 |
47.05 |
| New and Logged by % |
81.21 |
17.39 |
0.47 |
0.93 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
279 |
| Average Queue Time |
6:23 |
| Maximum Queue Time |
19:17 |
| % Calls Answered Within Service Target |
53.56% |
Week ending 1st May 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
582 |
311 |
46 |
14 |
953 |
|
| New and Logged in Service Desk System |
582 |
122 |
10 |
14 |
728 |
|
| Assigned (Work not Started) |
50 |
8 |
2 |
5 |
65 |
8.93 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.41 |
| Pending (Waiting on More Info) |
294 |
41 |
3 |
4 |
342 |
46.98 |
| Resolved/Closed |
236 |
72 |
5 |
5 |
318 |
43.68 |
| New and Logged by % |
79.95 |
16.76 |
1.37 |
1.92 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
311 |
| Average Queue Time |
5:41 |
| Maximum Queue Time |
29:37 |
| % Calls Answered Within Service Target |
59.80% |
Week ending 24th April 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
496 |
262 |
27 |
8 |
793 |
|
| New and Logged in Service Desk System |
496 |
93 |
2 |
8 |
599 |
|
| Assigned (Work not Started) |
57 |
10 |
0 |
0 |
67 |
11.19 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.83 |
| Pending (Waiting on More Info) |
228 |
33 |
0 |
3 |
264 |
44.07 |
| Resolved/Closed |
207 |
49 |
2 |
5 |
263 |
43.91 |
| New and Logged by % |
82.80 |
15.53 |
0.33 |
1.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
262 |
| Average Queue Time |
5:50 |
| Maximum Queue Time |
19:19 |
| % Calls Answered Within Service Target |
62.54% |
Week ending 17th April 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
469 |
235 |
9 |
7 |
720 |
|
| New and Logged in Service Desk System |
469 |
73 |
2 |
7 |
551 |
|
| Assigned (Work not Started) |
73 |
2 |
0 |
1 |
76 |
13.79 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
215 |
22 |
2 |
1 |
240 |
43.56 |
| Resolved/Closed |
181 |
49 |
0 |
5 |
235 |
42.65 |
| New and Logged by % |
85.12 |
13.25 |
0.36 |
1.27 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
235 |
| Average Queue Time |
5:52 |
| Maximum Queue Time |
26:41 |
| % Calls Answered Within Service Target |
66.43% |
Week ending 10th April 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
671 |
373 |
54 |
7 |
1105 |
|
| New and Logged in Service Desk System |
671 |
98 |
15 |
7 |
791 |
|
| Assigned (Work not Started) |
94 |
6 |
0 |
1 |
101 |
12.77 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.25 |
| Pending (Waiting on More Info) |
279 |
43 |
2 |
0 |
324 |
40.96 |
| Resolved/Closed |
296 |
49 |
13 |
6 |
364 |
46.02 |
| New and Logged by % |
84.83 |
12.39 |
1.90 |
0.88 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
373 |
| Average Queue Time |
5:16 |
| Maximum Queue Time |
20:51 |
| % Calls Answered Within Service Target |
64.33% |
Week ending 3rd April 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
665 |
371 |
56 |
5 |
1097 |
|
| New and Logged in Service Desk System |
665 |
122 |
17 |
5 |
809 |
|
| Assigned (Work not Started) |
53 |
12 |
0 |
1 |
66 |
8.16 |
| Work In Progress |
2 |
3 |
0 |
0 |
5 |
0.62 |
| Pending (Waiting on More Info) |
307 |
40 |
5 |
1 |
353 |
43.63 |
| Resolved/Closed |
303 |
67 |
12 |
3 |
385 |
47.59 |
| New and Logged by % |
82.20 |
15.08 |
2.10 |
0.62 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
371 |
| Average Queue Time |
6:12 |
| Maximum Queue Time |
25:39 |
| % Calls Answered Within Service Target |
58.09% |
Week ending 27th March 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
658 |
354 |
59 |
8 |
1079 |
|
| New and Logged in Service Desk System |
658 |
124 |
18 |
8 |
808 |
|
| Assigned (Work not Started) |
63 |
6 |
0 |
1 |
70 |
8.66 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.12 |
| Pending (Waiting on More Info) |
337 |
47 |
4 |
0 |
388 |
48.02 |
| Resolved/Closed |
257 |
71 |
14 |
7 |
349 |
43.19 |
| New and Logged by % |
81.44 |
15.35 |
2.23 |
0.99 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
354 |
| Average Queue Time |
7:31 |
| Maximum Queue Time |
31:02 |
| % Calls Answered Within Service Target |
48.91% |
Week ending 20th March 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
433 |
207 |
29 |
3 |
672 |
|
| New and Logged in Service Desk System |
433 |
68 |
9 |
3 |
513 |
|
| Assigned (Work not Started) |
59 |
2 |
1 |
0 |
62 |
12.09 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.78 |
| Pending (Waiting on More Info) |
202 |
32 |
3 |
1 |
238 |
46.39 |
| Resolved/Closed |
168 |
34 |
5 |
2 |
209 |
40.74 |
| New and Logged by % |
84.41 |
13.26 |
1.75 |
0.58 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
207 |
| Average Queue Time |
05:03 |
| Maximum Queue Time |
19:52:00 |
| % Calls Answered Within Service Target |
64.71% |
Week ending 13th March 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
715 |
366 |
38 |
7 |
1126 |
|
| New and Logged in Service Desk System |
715 |
132 |
15 |
7 |
869 |
|
| Assigned (Work not Started) |
97 |
5 |
0 |
2 |
104 |
11.97 |
| Work In Progress |
4 |
2 |
0 |
0 |
6 |
0.69 |
| Pending (Waiting on More Info) |
317 |
62 |
6 |
3 |
388 |
44.65 |
| Resolved/Closed |
297 |
63 |
9 |
2 |
371 |
42.69 |
| New and Logged by % |
82.28 |
15.19 |
1.73 |
0.81 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
366 |
| Average Queue Time |
7:38 |
| Maximum Queue Time |
34:32 |
| % Calls Answered Within Service Target |
60.32% |
Week ending 6th March 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
747 |
397 |
59 |
3 |
1206 |
|
| New and Logged in Service Desk System |
747 |
103 |
23 |
3 |
876 |
|
| Assigned (Work not Started) |
57 |
7 |
2 |
0 |
66 |
7.53 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.34 |
| Pending (Waiting on More Info) |
298 |
37 |
8 |
0 |
343 |
39.16 |
| Resolved/Closed |
390 |
58 |
13 |
3 |
464 |
52.97 |
| New and Logged by % |
85.27 |
11.76 |
2.63 |
0.34 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
397 |
| Average Queue Time |
5:24 |
| Maximum Queue Time |
20:14 |
| % Calls Answered Within Service Target |
60.91% |
Week ending 27th February 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
715 |
345 |
38 |
10 |
1108 |
|
| New and Logged in Service Desk System |
715 |
115 |
8 |
10 |
848 |
|
| Assigned (Work not Started) |
105 |
4 |
0 |
1 |
110 |
12.97 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.24 |
| Pending (Waiting on More Info) |
308 |
37 |
2 |
3 |
350 |
41.27 |
| Resolved/Closed |
300 |
74 |
6 |
6 |
386 |
45.52 |
| New and Logged by % |
84.32 |
13.56 |
0.94 |
1.18 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
345 |
| Average Queue Time |
06:43 |
| Maximum Queue Time |
31:14 |
| % Calls Answered Within Service Target |
61.41% |
Week ending 20th February 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
884 |
441 |
52 |
11 |
1388 |
|
| New and Logged in Service Desk System |
884 |
153 |
7 |
11 |
1055 |
|
| Assigned (Work not Started) |
163 |
11 |
0 |
3 |
177 |
16.78 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.28 |
| Pending (Waiting on More Info) |
382 |
59 |
0 |
2 |
443 |
41.99 |
| Resolved/Closed |
336 |
83 |
7 |
6 |
432 |
40.95 |
| New and Logged by % |
83.79 |
14.50 |
0.66 |
1.04 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
441 |
| Average Queue Time |
09:59 |
| Maximum Queue Time |
32:13:00 |
| % Calls Answered Within Service Target |
35.25% |
Week ending 13th February 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
925 |
485 |
52 |
13 |
1475 |
|
| New and Logged in Service Desk System |
925 |
248 |
21 |
13 |
1207 |
|
| Assigned (Work not Started) |
99 |
17 |
2 |
3 |
121 |
10.02 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.33 |
| Pending (Waiting on More Info) |
438 |
133 |
8 |
3 |
582 |
48.22 |
| Resolved/Closed |
384 |
98 |
11 |
7 |
500 |
41.43 |
| New and Logged by % |
76.64 |
20.55 |
1.74 |
1.08 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
485 |
| Average Queue Time |
9:53 |
| Maximum Queue Time |
42:38 |
| % Calls Answered Within Service Target |
33.33% |
Week ending 6th February 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
974 |
411 |
47 |
18 |
1450 |
|
| New and Logged in Service Desk System |
974 |
162 |
10 |
18 |
1164 |
|
| Assigned (Work not Started) |
192 |
19 |
0 |
4 |
215 |
18.47 |
| Work In Progress |
1 |
2 |
0 |
0 |
3 |
0.26 |
| Pending (Waiting on More Info) |
432 |
15 |
3 |
2 |
452 |
38.83 |
| Resolved/Closed |
349 |
89 |
7 |
12 |
457 |
39.26 |
| New and Logged by % |
83.68 |
13.92 |
0.86 |
1.55 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
411 |
| Average Queue Time |
6:36 |
| Maximum Queue Time |
25:17 |
| % Calls Answered Within Service Target |
47.70% |
Week ending 30th January 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
955 |
431 |
63 |
14 |
1463 |
|
| New and Logged in Service Desk System |
955 |
175 |
3 |
14 |
1147 |
|
| Assigned (Work not Started) |
109 |
18 |
0 |
1 |
128 |
11.16 |
| Work In Progress |
6 |
1 |
0 |
0 |
7 |
0.61 |
| Pending (Waiting on More Info) |
458 |
57 |
1 |
1 |
517 |
45.07 |
| Resolved/Closed |
382 |
99 |
2 |
12 |
495 |
43.16 |
| New and Logged by % |
83.26 |
15.26 |
0.26 |
1.22 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
431 |
| Average Queue Time |
12:02 |
| Maximum Queue Time |
41:15 |
| % Calls Answered Within Service Target |
28.46% |
Week ending 23rd January 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
932 |
363 |
34 |
5 |
1334 |
|
| New and Logged in Service Desk System |
932 |
113 |
13 |
5 |
1063 |
|
| Assigned (Work not Started) |
66 |
4 |
0 |
1 |
71 |
6.68 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.19 |
| Pending (Waiting on More Info) |
393 |
29 |
6 |
1 |
429 |
40.36 |
| Resolved/Closed |
471 |
80 |
7 |
3 |
561 |
52.78 |
| New and Logged by % |
87.68 |
10.63 |
1.22 |
0.47 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
363 |
| Average Queue Time |
5:59 |
| Maximum Queue Time |
31:16 |
| % Calls Answered Within Service Target |
60.50% |
Week ending 16th January 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
818 |
330 |
37 |
7 |
1192 |
|
| New and Logged in Service Desk System |
818 |
104 |
9 |
7 |
938 |
|
| Assigned (Work not Started) |
69 |
9 |
0 |
2 |
80 |
8.53 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.21 |
| Pending (Waiting on More Info) |
419 |
44 |
1 |
1 |
465 |
49.57 |
| Resolved/Closed |
328 |
51 |
8 |
4 |
391 |
41.68 |
| New and Logged by % |
87.21 |
11.09 |
0.96 |
0.75 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
330 |
| Average Queue Time |
5:44 |
| Maximum Queue Time |
22:23 |
| % Calls Answered Within Service Target |
64.27% |
Week ending 9th January 2022
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
752 |
262 |
35 |
5 |
1054 |
|
| New and Logged in Service Desk System |
752 |
42 |
11 |
5 |
810 |
|
| Assigned (Work not Started) |
228 |
4 |
0 |
2 |
234 |
28.89 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.37 |
| Pending (Waiting on More Info) |
233 |
17 |
4 |
1 |
255 |
31.48 |
| Resolved/Closed |
289 |
20 |
7 |
2 |
318 |
39.26 |
| New and Logged by % |
92.84 |
5.19 |
1.36 |
0.62 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
262 |
| Average Queue Time |
4:58 |
| Maximum Queue Time |
20:02 |
| % Calls Answered Within Service Target |
72.61% |
Week ending 26th December 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
354 |
133 |
13 |
2 |
502 |
|
| New and Logged in Service Desk System |
354 |
39 |
2 |
2 |
397 |
|
| Assigned (Work not Started) |
32 |
0 |
0 |
0 |
32 |
8.06 |
| Work In Progress |
1 |
0 |
0 |
0 |
1 |
0.25 |
| Pending (Waiting on More Info) |
139 |
18 |
0 |
0 |
157 |
39.55 |
| Resolved/Closed |
182 |
21 |
2 |
2 |
207 |
52.14 |
| New and Logged by % |
89.17 |
9.82 |
0.50 |
0.50 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
133 |
| Average Queue Time |
05:10 |
| Maximum Queue Time |
18:50 |
| % Calls Answered Within Service Target |
79.33% |
Week ending 19th December 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
588 |
270 |
31 |
2 |
891 |
|
| New and Logged in Service Desk System |
588 |
91 |
8 |
2 |
689 |
|
| Assigned (Work not Started) |
21 |
3 |
0 |
0 |
24 |
3.48 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.29 |
| Pending (Waiting on More Info) |
180 |
15 |
1 |
0 |
196 |
28.45 |
| Resolved/Closed |
385 |
73 |
7 |
2 |
467 |
67.78 |
| New and Logged by % |
85.34 |
13.21 |
1.16 |
0.29 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
270 |
| Average Queue Time |
05:21 |
| Maximum Queue Time |
21:10 |
| % Calls Answered Within Service Target |
68.35% |
Week ending 12th December 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
649 |
262 |
28 |
1 |
940 |
|
| New and Logged in Service Desk System |
649 |
106 |
5 |
1 |
761 |
|
| Assigned (Work not Started) |
95 |
10 |
0 |
0 |
105 |
13.80 |
| Work In Progress |
0 |
0 |
0 |
0 |
0 |
0.00 |
| Pending (Waiting on More Info) |
266 |
34 |
1 |
1 |
302 |
39.68 |
| Resolved/Closed |
288 |
62 |
4 |
0 |
354 |
46.52 |
| New and Logged by % |
85.28 |
13.93 |
0.66 |
0.13 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
262 |
| Average Queue Time |
03:52 |
| Maximum Queue Time |
17:11 |
| % Calls Answered Within Service Target |
81.38% |
Week ending 5th December 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
655 |
328 |
29 |
3 |
1015 |
|
| New and Logged in Service Desk System |
655 |
133 |
10 |
3 |
801 |
|
| Assigned (Work not Started) |
70 |
6 |
1 |
0 |
77 |
9.61 |
| Work In Progress |
4 |
0 |
0 |
0 |
4 |
0.50 |
| Pending (Waiting on More Info) |
286 |
45 |
4 |
2 |
337 |
42.07 |
| Resolved/Closed |
295 |
82 |
5 |
1 |
383 |
47.82 |
| New and Logged by % |
81.77 |
16.60 |
1.25 |
0.37 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
328 |
| Average Queue Time |
5:37 |
| Maximum Queue Time |
22:32 |
| % Calls Answered Within Service Target |
66.41% |
Week ending 28th November 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
717 |
384 |
44 |
9 |
1154 |
|
| New and Logged in Service Desk System |
717 |
138 |
5 |
9 |
869 |
|
| Assigned (Work not Started) |
60 |
7 |
0 |
0 |
67 |
7.71 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.58 |
| Pending (Waiting on More Info) |
358 |
42 |
0 |
2 |
402 |
46.26 |
| Resolved/Closed |
295 |
88 |
5 |
7 |
395 |
45.45 |
| New and Logged by % |
82.51 |
15.88 |
0.58 |
1.04 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
384 |
| Average Queue Time |
06:29 |
| Maximum Queue Time |
27:47 |
| % Calls Answered Within Service Target |
54.43% |
Week ending 21st November 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
825 |
394 |
65 |
10 |
1294 |
|
| New and Logged in Service Desk System |
825 |
132 |
15 |
10 |
982 |
|
| Assigned (Work not Started) |
114 |
9 |
0 |
3 |
126 |
12.83 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.51 |
| Pending (Waiting on More Info) |
373 |
42 |
3 |
2 |
420 |
42.77 |
| Resolved/Closed |
334 |
80 |
12 |
5 |
431 |
43.89 |
| New and Logged by % |
84.01 |
13.44 |
1.53 |
1.02 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
394 |
| Average Queue Time |
06:39 |
| Maximum Queue Time |
35:20 |
| % Calls Answered Within Service Target |
52.94% |
Week ending 14th November 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
847 |
372 |
65 |
11 |
1295 |
|
| New and Logged in Service Desk System |
847 |
136 |
18 |
11 |
1012 |
|
| Assigned (Work not Started) |
79 |
8 |
0 |
2 |
89 |
8.79 |
| Work In Progress |
3 |
0 |
0 |
0 |
3 |
0.30 |
| Pending (Waiting on More Info) |
372 |
51 |
8 |
0 |
431 |
42.59 |
| Resolved/Closed |
393 |
77 |
10 |
9 |
489 |
48.32 |
| New and Logged by % |
83.70 |
13.44 |
1.78 |
1.09 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
372 |
| Average Queue Time |
06:54 |
| Maximum Queue Time |
27:42 |
| % Calls Answered Within Service Target |
51.99% |
Week ending 7th November 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
858 |
380 |
41 |
10 |
1289 |
|
| New and Logged in Service Desk System |
858 |
144 |
12 |
10 |
1024 |
|
| Assigned (Work not Started) |
125 |
11 |
1 |
3 |
140 |
13.67 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.29 |
| Pending (Waiting on More Info) |
381 |
59 |
3 |
5 |
448 |
43.75 |
| Resolved/Closed |
347 |
73 |
8 |
2 |
430 |
41.99 |
| New and Logged by % |
83.79 |
14.06 |
1.17 |
0.98 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
380 |
| Average Queue Time |
8:40 |
| Maximum Queue Time |
29:56 |
| % Calls Answered Within Service Target |
43.08% |
Week ending 31st October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
567 |
271 |
30 |
3 |
871 |
|
| New and Logged in Service Desk System |
567 |
74 |
12 |
3 |
656 |
|
| Assigned (Work not Started) |
43 |
6 |
0 |
0 |
49 |
7.47 |
| Work In Progress |
5 |
1 |
0 |
0 |
6 |
0.91 |
| Pending (Waiting on More Info) |
234 |
30 |
3 |
1 |
268 |
40.85 |
| Resolved/Closed |
285 |
37 |
9 |
2 |
333 |
50.76 |
| New and Logged by % |
86.43 |
11.28 |
1.83 |
0.46 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
271 |
| Average Queue Time |
04:18 |
| Maximum Queue Time |
16:40:00 |
| % Calls Answered Within Service Target |
73.44% |
Week ending 24th October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
741 |
383 |
48 |
0 |
1172 |
|
| New and Logged in Service Desk System |
741 |
137 |
14 |
0 |
892 |
|
| Assigned (Work not Started) |
178 |
7 |
0 |
0 |
185 |
20.74 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.56 |
| Pending (Waiting on More Info) |
305 |
55 |
0 |
0 |
360 |
40.36 |
| Resolved/Closed |
254 |
74 |
14 |
0 |
342 |
38.34 |
| New and Logged by % |
83.07 |
15.36 |
1.57 |
0.00 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
383 |
| Average Queue Time |
03:58 |
| Maximum Queue Time |
15:45:00 |
| % Calls Answered Within Service Target |
74.49% |
Week ending 17th October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
919 |
462 |
71 |
7 |
1459 |
|
| New and Logged in Service Desk System |
919 |
171 |
21 |
7 |
1118 |
|
| Assigned (Work not Started) |
116 |
14 |
3 |
2 |
135 |
12.08 |
| Work In Progress |
4 |
1 |
0 |
0 |
5 |
0.45 |
| Pending (Waiting on More Info) |
417 |
44 |
5 |
2 |
468 |
41.86 |
| Resolved/Closed |
382 |
112 |
13 |
3 |
510 |
45.62 |
| New and Logged by % |
82.20 |
15.30 |
1.88 |
0.63 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
462 |
| Average Queue Time |
4:32 |
| Maximum Queue Time |
20:23 |
| % Calls Answered Within Service Target |
75.05% |
Week ending 10th October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1120 |
540 |
57 |
16 |
1733 |
|
| New and Logged in Service Desk System |
1120 |
210 |
18 |
16 |
1364 |
|
| Assigned (Work not Started) |
58 |
6 |
2 |
1 |
67 |
4.91 |
| Work In Progress |
2 |
1 |
0 |
0 |
3 |
0.22 |
| Pending (Waiting on More Info) |
554 |
86 |
6 |
3 |
649 |
47.58 |
| Resolved/Closed |
506 |
117 |
10 |
12 |
645 |
47.29 |
| New and Logged by % |
82.11 |
15.40 |
1.32 |
1.17 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
540 |
| Average Queue Time |
5:37 |
| Maximum Queue Time |
24:20 |
| % Calls Answered Within Service Target |
61.16% |
Week ending 3rd October 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1297 |
660 |
81 |
11 |
2049 |
|
| New and Logged in Service Desk System |
1297 |
241 |
24 |
11 |
1573 |
|
| Assigned (Work not Started) |
136 |
17 |
1 |
3 |
157 |
9.98 |
| Work In Progress |
3 |
1 |
0 |
0 |
4 |
0.25 |
| Pending (Waiting on More Info) |
624 |
85 |
6 |
3 |
718 |
45.65 |
| Resolved/Closed |
534 |
138 |
17 |
5 |
694 |
44.12 |
| New and Logged by % |
82.45 |
15.32 |
1.53 |
0.70 |
100 |
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
660 |
| Average Queue Time |
7:06 |
| Maximum Queue Time |
26:24 |
| % Calls Answered Within Service Target |
44.44% |
Week ending 26th September 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1315 |
647 |
73 |
11 |
2046 |
|
| New and Logged in Service Desk System |
1315 |
239 |
22 |
11 |
1587 |
|
| Assigned (Work not Started) |
179 |
18 |
2 |
1 |
200 |
12.60 |
| Work In Progress |
1 |
1 |
0 |
0 |
2 |
0.13 |
| Pending (Waiting on More Info) |
579 |
76 |
1 |
3 |
659 |
41.52 |
| Resolved/Closed |
554 |
144 |
19 |
7 |
724 |
45.62 |
| New and Logged by % |
82.86 |
15.06 |
1.39 |
0.69 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
647 |
| Average Queue Time |
7:46 |
| Maximum Queue Time |
44:25 |
| % Calls Answered Within Service Target |
48.04% |
Week ending 19th September 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1731 |
729 |
75 |
22 |
2557 |
|
| New and Logged in Service Desk System |
1731 |
277 |
22 |
22 |
2052 |
|
| Assigned (Work not Started) |
277 |
9 |
1 |
4 |
291 |
14.18 |
| Work In Progress |
1 |
1 |
0 |
1 |
3 |
0.15 |
| Pending (Waiting on More Info) |
684 |
85 |
6 |
2 |
777 |
37.87 |
| Resolved/Closed |
767 |
183 |
15 |
16 |
981 |
47.81 |
| New and Logged by % |
84.36 |
13.50 |
1.07 |
1.07 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
729 |
| Average Queue Time |
12:10 |
| Maximum Queue Time |
34:49 |
| % Calls Answered Within Service Target |
27.22% |
Week ending 12th September 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1557 |
550 |
62 |
9 |
2178 |
|
| New and Logged in Service Desk System |
1557 |
169 |
26 |
9 |
1761 |
|
| Assigned (Work not Started) |
92 |
5 |
0 |
0 |
97 |
5.51 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.11 |
| Pending (Waiting on More Info) |
730 |
59 |
11 |
0 |
800 |
45.43 |
| Resolved/Closed |
733 |
105 |
15 |
9 |
862 |
48.95 |
| New and Logged by % |
88.42 |
9.60 |
1.48 |
0.51 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
550 |
| Average Queue Time |
11:46 |
| Maximum Queue Time |
34:02 |
| % Calls Answered Within Service Target |
23.58% |
Week ending 5th September 2021
| Call Source |
Email |
Phone |
WebChat |
Web |
Total |
Status% |
| Total Callers |
1103 |
448 |
51 |
12 |
1614 |
|
| New and Logged in Service Desk System |
1103 |
157 |
19 |
12 |
1291 |
|
| Assigned (Work not Started) |
111 |
8 |
0 |
3 |
122 |
9.45 |
| Work In Progress |
2 |
0 |
0 |
0 |
2 |
0.15 |
| Pending (Waiting on More Info) |
453 |
54 |
4 |
2 |
513 |
39.74 |
| Resolved/Closed |
536 |
95 |
15 |
7 |
653 |
50.58 |
| New and Logged by % |
85.44 |
12.16 |
1.47 |
0.93 |
|
|
Telephone Calls to the IT Service Desk
| Total Number of Calls |
448 |
| Average Queue Time |
7:08 |
| Maximum Queue Time |
30:38 |
| % Calls Answered Within Service Target |
47.22% |
Statistics Archive
Click on the links below to view statistics for previous academic years:
