IT Service Desk Statistics

IT Service Desk Statistics for 2024/2025

Summary for the Academic Year 2024-2025 to date

Review	Total
Emails (itservicedesk@tcd.ie)	23880
Phone Calls (896 2000)	13523
Walk-In (Aras an Phiarsaigh)	5786
Web Submissions (http://assist.tcd.ie)	1010
	44199

Monthly Statistics

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1933	889	236	105	3163
New and Logged in Service Desk System	1933	322	58	91	2418
Resolved/Closed	1067	285	44	43	1445
Avg Closure Within 1 Week (%)					59.76

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	889
Average Queue Time	3:24
Average Maximum Queue Time	10:59
% Calls Answered Within Service Target*	85.37
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1817	887	215	142	3061
New and Logged in Service Desk System	1817	293	66	142	2318
Resolved/Closed	720	220	46	74	1060
Avg Closure Within 1 Week (%)					45.72

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	887
Average Queue Time	3:16
Average Maximum Queue Time	13:28
% Calls Answered Within Service Target*	84.89
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2092	1145	402	105	3744
New and Logged in Service Desk System	2092	285	69	105	2551
Resolved/Closed	1027	191	49	51	1318
Avg Closure Within 1 Week (%)					51.66

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1145
Average Queue Time	4:37
Average Maximum Queue Time	14:18
% Calls Answered Within Service Target*	82.46%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1471	947	387	75	2880
New and Logged in Service Desk System	1471	199	67	75	1812
Resolved/Closed	639	155	49	38	881
Avg Closure Within 1 Week (%)					48.62

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	947
Average Queue Time	4:26
Average Maximum Queue Time	19:54
% Calls Answered Within Service Target*	81.92%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1729	907	530	67	3233
New and Logged in Service Desk System	1729	244	82	67	2122
Resolved/Closed	785	186	62	27	1060
Avg Closure Within 1 Week (%)					49.95

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	907
Average Queue Time	3:54
Average Maximum Queue Time	21.54
% Calls Answered Within Service Target*	82.68%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2049	1397	728	108	4282
New and Logged in Service Desk System	2530	364	133	108	3135
Resolved/Closed	1121	289	102	42	1554
Avg Closure Within 1 Week (%)					49.8

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1397
Average Queue Time	3:27
Average Maximum Queue Time	13:21
% Calls Answered Within Service Target*	83.65%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1934	1166	445	77	3622
New and Logged in Service Desk System	1934	328	53	77	2392
Resolved/Closed	959	261	44	47	1311
Avg Closure Within 1 Week (%)					54.81

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1166
Average Queue Time	05:26
Average Maximum Queue Time	20.21
% Calls Answered Within Service Target*	75.53%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1175	799	302	37	2313
New and Logged in Service Desk System	1175	181	47	37	1440
Resolved/Closed	822	161	38	22	1043
Avg Closure Within 1 Week (%)					72.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	799
Average Queue Time	3:39
Average Maximum Queue Time	14:16:30
% Calls Answered Within Service Target*	82.39%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1949	1497	740	59	4245
New and Logged in Service Desk System	1949	378	169	59	2555
Resolved/Closed	877	291	150	27	1345
Avg Closure Within 1 Week (%)					52.64

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1497
Average Queue Time	05:02
Average Maximum Queue Time	23:25
% Calls Answered Within Service Target*	70.39
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2048	1290	726	50	4114
New and Logged in Service Desk System	2048	365	193	50	2656
Resolved/Closed	746	295	172	25	1238
Avg Closure Within 1 Week (%)					46.61

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1290
Average Queue Time	04:30
Average Maximum Queue Time	19:75
% Calls Answered Within Service Target*	75.47
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3244	1711	741	99	5795
New and Logged in Service Desk System	3244	529	188	99	4060
Resolved/Closed	1434	428	145	51	2058
Avg Closure Within 1 Week (%)					50.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	2052
Average Queue Time	04:02
Average Maximum Queue Time	16:09
% Calls Answered Within Service Target*	77.32
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	837	338	65	27	1267
New and Logged in Service Desk System	837	95	12	27	971
Assigned (Work not Started)	127	10	0	2	139	14.32
Work In Progress	6	2	0	2	10	1.03
Pending (Waiting on More Info)	192	10	1	12	215	22.14
Resolved/Closed	512	75	11	11	609	62.72
New and Logged by %	86.20	9.78	1.24	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	338
Average Queue Time	4:20
Maximum Queue Time	17:23
% Calls Answered Within Service Target	76.84%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	681	275	58	30	1044
New and Logged in Service Desk System	681	96	24	30	831
Assigned (Work not Started)	124	9	2	2	137	16.49
Work In Progress	60	0	0	8	68	8.18
Pending (Waiting on More Info)	97	11	0	2	110	13.24
Resolved/Closed	400	76	22	18	516	62.09
New and Logged by %	81.95	11.55	2.89	3.61

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	275
Average Queue Time	3:18
Maximum Queue Time	15:22
% Calls Answered Within Service Target	80.31%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	427	223	54	31	735
New and Logged in Service Desk System	427	99	17	31	574
Assigned (Work not Started)	103	9	2	4	118	20.56
Work In Progress	2	4	2	4	12	2.09
Pending (Waiting on More Info)	88	6	0	9	103	17.94
Resolved/Closed	234	83	13	14	344	59.93
New and Logged by %	74.39	17.25	2.96	5.40

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	223
Average Queue Time	4:34
Maximum Queue Time	22:33:00
% Calls Answered Within Service Target	78.68%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	494	273	52	21	840
New and Logged in Service Desk System	494	86	12	21	613
Assigned (Work not Started)	76	1	0	7	84	13.70
Work In Progress	4	1	2	0	7	1.14
Pending (Waiting on More Info)	87	16	3	1	107	17.46
Resolved/Closed	327	68	7	13	415	67.70
New and Logged by %	80.59	14.03	1.96	3.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	273
Average Queue Time	02:35
Maximum Queue Time	10:44
% Calls Answered Within Service Target	88.35

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	450	235	62	19	766
New and Logged in Service Desk System	450	82	14	19	565
Assigned (Work not Started)	99	0	6	1	106	18.76
Work In Progress	4	2	1	2	9	1.59
Pending (Waiting on More Info)	118	1	0	8	127	22.48
Resolved/Closed	229	79	7	5	320	56.64
New and Logged by %	79.65	14.51	2.48	3.36

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	235
Average Queue Time	3:35
Maximum Queue Time	9:57
% Calls Answered Within Service Target	79.32%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	546	206	49	20	821
New and Logged in Service Desk System	546	76	6	20	648
Assigned (Work not Started)	97	2	1	0	100	15.43
Work In Progress	17	1	1	5	24	3.70
Pending (Waiting on More Info)	83	4	0	5	92	14.20
Resolved/Closed	349	69	4	10	432	66.67
New and Logged by %	84.26	11.73	0.93	3.09

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	206
Average Queue Time	4:13
Maximum Queue Time	14:03:00
% Calls Answered Within Service Target	85.91%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	477	219	49	26	771
New and Logged in Service Desk System	477	74	16	26	593
Assigned (Work not Started)	123	0	0	0	123	20.74
Work In Progress	34	4	0	5	43	7.25
Pending (Waiting on More Info)	107	7	3	5	122	20.57
Resolved/Closed	213	63	13	16	305	51.43
New and Logged by %	80.44	12.48	2.70	4.38

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	219
Average Queue Time	3:15
Maximum Queue Time	12:56:00
% Calls Answered Within Service Target	88.66%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	460	229	76	40	805
New and Logged in Service Desk System	460	90	22	40	612
Assigned (Work not Started)	81	5	0	10	96	15.69
Work In Progress	1	0	0	6	7	1.14
Pending (Waiting on More Info)	102	11	2	6	121	19.77
Resolved/Closed	276	74	20	18	388	63.40
New and Logged by %	75.16	14.71	3.59	6.54

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	229
Average Queue Time	2:36:00
Maximum Queue Time	7:02:00
% Calls Answered Within Service Target	87.60%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	419	226	64	65	774
New and Logged in Service Desk System	419	87	13	65	584
Assigned (Work not Started)	115	8	0	14	137	23.46
Work In Progress	37	0	0	5	42	7.19
Pending (Waiting on More Info)	104	7	1	5	117	20.03
Resolved/Closed	163	72	12	40	287	49.14
New and Logged by %	71.75	14.90	2.23	11.13

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	226
Average Queue Time	2:24
Maximum Queue Time	10:38:00
% Calls Answered Within Service Target	89.94%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	488	219	44	24	775
New and Logged in Service Desk System	488	85	16	24	613
Assigned (Work not Started)	109	14	0	0	123	20.07
Work In Progress	3	1	2	0	6	0.98
Pending (Waiting on More Info)	176	8	1	9	194	31.65
Resolved/Closed	200	62	13	15	290	47.31
New and Logged by %	79.61	13.87	2.61	3.92

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	219
Average Queue Time	3:45
Maximum Queue Time	12:58:00
% Calls Answered Within Service Target	82.99%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	471	219	60	22	772
New and Logged in Service Desk System	471	62	22	22	577
Assigned (Work not Started)	122	3	3	0	128	22.18
Work In Progress	37	0	0	2	39	6.76
Pending (Waiting on More Info)	139	13	6	10	168	29.12
Resolved/Closed	173	46	13	9	241	41.77
New and Logged by %	81.63	10.75	3.81	3.81

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	219
Average Queue Time	3.45
Maximum Queue Time	12.58
% Calls Answered Within Service Target	82.99

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	439	229	47	31	746
New and Logged in Service Desk System	439	59	15	31	544
Assigned (Work not Started)	96	9	1	5	111	20.40
Work In Progress	44	1	3	4	52	9.56
Pending (Waiting on More Info)	115	9	3	12	139	25.55
Resolved/Closed	184	40	8	10	242	44.49
New and Logged by %	80.70	10.85	2.76	5.70

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	229
Average Queue Time	3:08:00
Maximum Queue Time	9:21:00
% Calls Answered Within Service Target	84.25%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	433	230	47	23	733
New and Logged in Service Desk System	433	56	7	23	519
Assigned (Work not Started)	5	3	0	0	8	1.54
Work In Progress	87	3	0	2	92	17.73
Pending (Waiting on More Info)	93	3	0	8	104	20.04
Resolved/Closed	248	47	7	13	315	60.69
New and Logged by %	83.43	10.79	1.35	4.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	230
Average Queue Time	4:32
Maximum Queue Time	17:28:00
% Calls Answered Within Service Target	87.10%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	416	219	101	24	760
New and Logged in Service Desk System	416	51	17	24	508
Assigned (Work not Started)	96	2	0	4	102	20.08
Work In Progress	4	0	1	3	8	1.57
Pending (Waiting on More Info)	120	13	2	5	140	27.56
Resolved/Closed	196	36	14	12	258	50.79
New and Logged by %	81.89	10.04	3.35	4.72

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	219
Average Queue Time	4:20
Maximum Queue Time	0:15:17
% Calls Answered Within Service Target	79.68%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	474	249	101	25	849
New and Logged in Service Desk System	474	75	19	25	593
Assigned (Work not Started)	91	3	0	0	94	15.85
Work In Progress	4	3	3	8	18	3.04
Pending (Waiting on More Info)	108	10	4	5	127	21.42
Resolved/Closed	271	59	12	12	354	59.70
New and Logged by %	79.93	12.65	3.20	4.22

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	249
Average Queue Time	3:27
Maximum Queue Time	10:47:00
% Calls Answered Within Service Target	83.33%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	337	225	75	17	654
New and Logged in Service Desk System	337	54	13	17	421
Assigned (Work not Started)	90	1	3	1	95	22.57
Work In Progress	4	2	0	3	9	2.14
Pending (Waiting on More Info)	93	39	3	4	139	33.02
Resolved/Closed	151	12	7	9	179	42.52
New and Logged by %	80.05	12.83	3.09	4.04

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	225
Average Queue Time	5:54
Maximum Queue Time	27:34:00
% Calls Answered Within Service Target	78.34%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	432	222	78	16	748
New and Logged in Service Desk System	432	49	13	16	510
Assigned (Work not Started)	12	6	0	1	19	3.73
Work In Progress	113	1	1	6	121	23.73
Pending (Waiting on More Info)	146	5	4	4	159	31.18
Resolved/Closed	161	37	9	5	212	41.57
New and Logged by %	84.71	9.61	2.55	3.14

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	222
Average Queue Time	3:42
Maximum Queue Time	15:30
% Calls Answered Within Service Target	83.87%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	321	317	60	14	712
New and Logged in Service Desk System	321	27	7	14	369
Assigned (Work not Started)	77	1	0	4	82	22.22
Work In Progress	2	0	0	4	6	1.63
Pending (Waiting on More Info)	118	3	2	0	123	33.33
Resolved/Closed	124	23	5	6	158	42.82
New and Logged by %	86.99	7.32	1.90	3.79

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	317
Average Queue Time	04:56
Maximum Queue Time	26:20:00
% Calls Answered Within Service Target	69.57%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	306	198	81	21	606
New and Logged in Service Desk System	306	49	22	21	398
Assigned (Work not Started)	37	6	0	2	45	11.31
Work In Progress	8	1	1	10	20	5.03
Pending (Waiting on More Info)	73	5	2	5	85	21.36
Resolved/Closed	188	37	19	4	248	62.31
New and Logged by %	76.88	12.31	5.53	5.28

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	198
Average Queue Time	3:40
Maximum Queue Time	14:10:00
% Calls Answered Within Service Target	86.98%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	417	227	124	20	788
New and Logged in Service Desk System	417	60	24	20	521
Assigned (Work not Started)	17	3	2	0	22	4.22
Work In Progress	108	0	0	2	110	21.11
Pending (Waiting on More Info)	124	9	8	2	143	27.45
Resolved/Closed	168	48	14	16	246	47.22
New and Logged by %	80.04	11.52	4.61	3.84

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	227
Average Queue Time	3:55:00
Maximum Queue Time	15:48:00
% Calls Answered Within Service Target	85.54%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	427	205	122	20	774
New and Logged in Service Desk System	427	63	14	20	524
Assigned (Work not Started)	78	1	0	0	79	15.08
Work In Progress	61	3	0	4	68	12.98
Pending (Waiting on More Info)	129	12	3	4	148	28.24
Resolved/Closed	159	47	11	12	229	43.70
New and Logged by %	81.49	12.02	2.67	3.82

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	205
Average Queue Time	5:15
Maximum Queue Time	21:54
% Calls Answered Within Service Target	85.59

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	483	251	172	13	919
New and Logged in Service Desk System	483	84	33	13	613
Assigned (Work not Started)	98	6	0	2	106	17.29
Work In Progress	5	0	2	3	10	1.63
Pending (Waiting on More Info)	132	13	6	3	154	25.12
Resolved/Closed	248	65	25	5	343	55.95
New and Logged by %	78.79	13.70	5.38	2.12

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	251
Average Queue Time	02:58
Maximum Queue Time	9:19:00
% Calls Answered Within Service Target	87.82%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	413	197	126	14	750
New and Logged in Service Desk System	413	62	15	14	504
Assigned (Work not Started)	97	2	0	1	100	19.84
Work In Progress	4	5	1	2	12	2.38
Pending (Waiting on More Info)	113	12	2	4	131	25.99
Resolved/Closed	199	43	12	7	261	51.79
New and Logged by %	81.94	12.30	2.98	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	197
Average Queue Time	3:51
Maximum Queue Time	11:41:00
% Calls Answered Within Service Target	82.73%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	454	243	151	26	874
New and Logged in Service Desk System	454	51	16	26	547
Assigned (Work not Started)	105	5	0	6	116	21.21
Work In Progress	27	2	3	5	37	6.76
Pending (Waiting on More Info)	133	1	2	4	140	25.59
Resolved/Closed	189	43	11	11	254	46.44
New and Logged by %	83.00	9.32	2.93	4.75

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	243
Average Queue Time	3:45:00
Maximum Queue Time	19:42:00
% Calls Answered Within Service Target	81.52%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	379	216	81	14	690
New and Logged in Service Desk System	379	47	18	14	458
Assigned (Work not Started)	100	0	1	1	102	22.27
Work In Progress	4	2	0	0	6	1.31
Pending (Waiting on More Info)	124	10	3	9	146	31.88
Resolved/Closed	149	35	14	4	202	44.10
New and Logged by %	82.75	10.26	3.93	3.06

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	216
Average Queue Time	3:55
Maximum Queue Time	17:30
% Calls Answered Within Service Target	81.78%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	490	255	105	30	880
New and Logged in Service Desk System	490	72	20	30	612
Assigned (Work not Started)	99	0	0	1	100	16.34
Work In Progress	29	5	2	8	44	7.19
Pending (Waiting on More Info)	147	13	3	11	174	28.43
Resolved/Closed	215	54	15	10	294	48.04
New and Logged by %	80.07	11.76	3.27	4.90

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	255
Average Queue Time	2:55
Maximum Queue Time	13:02:00
% Calls Answered Within Service Target	85.92%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	485	261	138	27	911
New and Logged in Service Desk System	485	81	28	27	621
Assigned (Work not Started)	85	0	0	2	87	14.01
Work In Progress	5	6	2	2	15	2.42
Pending (Waiting on More Info)	118	9	0	11	138	22.22
Resolved/Closed	277	66	26	12	381	61.35
New and Logged by %	78.10	13.04	4.51	4.35

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	261
Average Queue Time	4:10
Maximum Queue Time	16:24:00
% Calls Answered Within Service Target	85.26%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	551	340	148	17	1056
New and Logged in Service Desk System	551	62	37	17	667
Assigned (Work not Started)	128	7	0	1	136	20.39
Work In Progress	6	0	5	1	12	1.80
Pending (Waiting on More Info)	178	5	5	10	198	29.69
Resolved/Closed	239	50	27	5	321	48.13
New and Logged by %	82.61	9.30	5.55	2.55

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	340
Average Queue Time	03:16
Maximum Queue Time	11:42:00
% Calls Answered Within Service Target	81.30%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	446	225	165	14	850
New and Logged in Service Desk System	446	68	27	14	555
Assigned (Work not Started)	114	6	0	4	124	22.34
Work In Progress	88	1	7	4	100	18.02
Pending (Waiting on More Info)	88	6	4	3	101	18.20
Resolved/Closed	156	55	16	3	230	41.44
New and Logged by %	80.36	12.25	4.86	2.52

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	225
Average Queue Time	3:28
Maximum Queue Time	13:25:00
% Calls Answered Within Service Target	81.89%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	558	316	172	20	1066
New and Logged in Service Desk System	558	81	21	20	680
Assigned (Work not Started)	115	0	1	0	116	17.06
Work In Progress	84	5	1	4	94	13.82
Pending (Waiting on More Info)	125	12	1	4	142	20.88
Resolved/Closed	234	64	18	12	328	48.24
New and Logged by %	82.06	11.91	3.09	2.94

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	316
Average Queue Time	3:27
Maximum Queue Time	12:12
% Calls Answered Within Service Target	83.96

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	583	377	218	16	1194
New and Logged in Service Desk System	583	109	17	16	725
Assigned (Work not Started)	144	0	0	0	144	19.86
Work In Progress	30	6	3	5	44	6.07
Pending (Waiting on More Info)	175	18	2	5	200	27.59
Resolved/Closed	234	85	12	6	337	46.48
New and Logged by %	80.41	15.03	2.34	2.21

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	377
Average Queue Time	7:31
Maximum Queue Time	7:21:00
% Calls Answered Within Service Target	65.26%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	654	349	134	32	1169
New and Logged in Service Desk System	654	88	25	32	799
Assigned (Work not Started)	93	0	2	0	95	11.89
Work In Progress	3	5	2	3	13	1.63
Pending (Waiting on More Info)	151	7	0	3	161	20.15
Resolved/Closed	407	76	21	26	530	66.33
New and Logged by %	81.85	11.01	3.13	4.01

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	349
Average Queue Time	5:50
Maximum Queue Time	28:35:00
% Calls Answered Within Service Target	76.98%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	517	327	93	16	953
New and Logged in Service Desk System	517	96	9	16	638
Assigned (Work not Started)	70	8	0	0	78	12.23
Work In Progress	105	1	0	1	107	16.77
Pending (Waiting on More Info)	126	14	0	5	145	22.73
Resolved/Closed	216	73	9	10	308	48.28
New and Logged by %	81.03	15.05	1.41	2.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	327
Average Queue Time	3:58:00
Maximum Queue Time	17:48:00
% Calls Answered Within Service Target	75.99%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	180	113		13	306
New and Logged in Service Desk System	180	35	2	13	230
Assigned (Work not Started)	26	0	0	3	29	12.61
Work In Progress	0	1	0	0	1	0.43
Pending (Waiting on More Info)	52	7	0	5	64	27.83
Resolved/Closed	102	27	2	5	136	59.13
New and Logged by %	78.26	15.22	0.87	5.65

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	113
Average Queue Time	03:30:00
Maximum Queue Time	12:32:00
% Calls Answered Within Service Target	83.33%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	76	30	8	4	118
New and Logged in Service Desk System	76	8	2	4	90
Assigned (Work not Started)	7	0	0	0	7	7.78
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	27	0	1	2	30	33.33
Resolved/Closed	42	8	1	2	53	58.89
New and Logged by %	84.44	8.89	2.22	4.44

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	30
Average Queue Time	3:10
Maximum Queue Time	4:39:00
% Calls Answered Within Service Target	96.77%

Call Source	Email	Phone	Walk-In	Web	Total
Total	338	179	64	11	592
Logged	338	41	11	11	401
Assigned	56	3	0	0	59	14.71
WIP	2	0	0	2	4	1.00
Pending	26	0	0	2	28	6.98
Resolved/Closed	254	38	11	7	310	77.31
New & Logged By %	84.29	10.22	2.74	2.74

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	179
Average Queue Time	2:27
Maximum Queue Time	6:11:00
% Calls Answered Within Service Target	88.50%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	420	258	88	11	777
New and Logged in Service Desk System	420	67	20	11	518
Assigned (Work not Started)	29	0	0	0	29	5.60
Work In Progress	0	6	0	0	6	1.16
Pending (Waiting on More Info)	32	3	1	2	38	7.34
Resolved/Closed	359	58	19	9	445	85.91
New and Logged by %	81.08	12.93	3.86	2.12

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	258
Average Queue Time	4:37
Maximum Queue Time	25:59:00
% Calls Answered Within Service Target	75.84%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	341	332	142	11	826
New and Logged in Service Desk System	341	65	14	11	431
Assigned (Work not Started)	63	1	3	2	69	16.01
Work In Progress	1	0	2	2	5	1.16
Pending (Waiting on More Info)	110	7	2	3	122	28.31
Resolved/Closed	167	57	7	4	235	54.52
New and Logged by %	79.12	15.08	3.25	2.55

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	332
Average Queue Time	4:22:00
Maximum Queue Time	20:17:00
% Calls Answered Within Service Target	68.46%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	365	332	142	11	850
New and Logged in Service Desk System	365	73	36	11	485
Assigned (Work not Started)	61	4	1	1	67	13.81
Work In Progress	1	0	0	2	3	0.62
Pending (Waiting on More Info)	130	10	5	3	148	30.52
Resolved/Closed	173	59	30	6	268	55.26
New and Logged by %	75.26	15.05	7.42	2.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	332
Average Queue Time	4:22:00
Maximum Queue Time	20:07:00
% Calls Answered Within Service Target	68.47%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	396	283	144	8	831
New and Logged in Service Desk System	396	69	34	8	507
Assigned (Work not Started)	6	2	0	0	8	1.58
Work In Progress	54	3	1	0	58	11.44
Pending (Waiting on More Info)	160	13	6	4	183	36.09
Resolved/Closed	176	51	27	4	258	50.89
New and Logged by %	78.11	13.61	6.71	1.58

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	283
Average Queue Time	5:56
Maximum Queue Time	23:25:00
% Calls Answered Within Service Target	68.96%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	399	336	137	21	893
New and Logged in Service Desk System	399	94	16	21	530
Assigned (Work not Started)	51	6	1	1	59	11.13
Work In Progress	62	3	0	3	68	12.83
Pending (Waiting on More Info)	127	22	1	9	159	30.00
Resolved/Closed	159	63	14	8	244	46.04
New and Logged by %	75.28	17.74	3.02	3.96

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	336
Average Queue Time	5:20
Maximum Queue Time	22:29:00
% Calls Answered Within Service Target	67.42%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	442	297	178	13	930
New and Logged in Service Desk System	442	66	40	13	561
Assigned (Work not Started)	70	0	2	4	76	13.55
Work In Progress	48	4	0	0	52	9.27
Pending (Waiting on More Info)	153	13	0	4	170	30.30
Resolved/Closed	171	49	38	5	263	46.88
New and Logged by %	78.79	11.76	7.13	2.32

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	297
Average Queue Time	5:15
Maximum Queue Time	00:23:16
% Calls Answered Within Service Target	76.49%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	347	249	139	6	741
New and Logged in Service Desk System	347	76	43	6	472
Assigned (Work not Started)	53	1	1	1	56	11.86
Work In Progress	1	0	1	0	2	0.42
Pending (Waiting on More Info)	95	6	0	1	102	21.61
Resolved/Closed	198	69	41	4	312	66.10
New and Logged by %	73.52	16.10	9.11	1.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	249
Average Queue Time	3:51
Maximum Queue Time	19:41
% Calls Answered Within Service Target	78.67%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	523	280	100	9	912
New and Logged in Service Desk System	523	72	56	9	660
Assigned (Work not Started)	114	0	1	4	119	18.03
Work In Progress	18	6	6	0	30	4.55
Pending (Waiting on More Info)	127	3	0	2	132	20.00
Resolved/Closed	264	63	49	3	379	57.42
New and Logged by %	79.24	10.91	8.48	1.36

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	280
Average Queue Time	3:38
Maximum Queue Time	16:03:00
% Calls Answered Within Service Target	82.80%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	496	319	176	14	1005
New and Logged in Service Desk System	496	95	69	14	674
Assigned (Work not Started)	69	0	0	1	70	10.39
Work In Progress	61	1	0	1	63	9.35
Pending (Waiting on More Info)	205	15	0	6	226	33.53
Resolved/Closed	161	79	69	6	315	46.74
New and Logged by %	73.59	14.09	10.24	2.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	319
Average Queue Time	5:59
Maximum Queue Time	0:32:20
% Calls Answered Within Service Target	64:04%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	509	347	225	8	1089
New and Logged in Service Desk System	509	85	49	8	651
Assigned (Work not Started)	81	0	0	3	84	12.90
Work In Progress	94	3	0	3	100	15.36
Pending (Waiting on More Info)	202	10	1	2	215	33.03
Resolved/Closed	132	72	48	10	262	40.25
New and Logged by %	78.19	13.06	7.53	1.23

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	347
Average Queue Time	3:21
Maximum Queue Time	12:40:00
% Calls Answered Within Service Target	78.97%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	520	344	225	19	1108
New and Logged in Service Desk System	520	113	51	19	703	63.45
Assigned (Work not Started)	42	1	0	1	44	6.26
Work In Progress	136	7	2	3	148	21.05
Pending (Waiting on More Info)	153	24	4	9	190	27.03
Resolved/Closed	189	81	45	6	321	45.66
New and Logged by %	73.97	16.07	7.25	2.70

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	344
Average Queue Time	4:06
Maximum Queue Time	19:42:00
% Calls Answered Within Service Target	78.29%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	702	348	226	20	1296
New and Logged in Service Desk System	702	116	51	20	889
Assigned (Work not Started)	148	12	4	5	169	19.01
Work In Progress	6	0	0	0	6	0.67
Pending (Waiting on More Info)	235	10	2	4	251	28.23
Resolved/Closed	313	94	45	11	463	52.08
New and Logged by %	78.97	13.05	5.74	2.25	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	348
Average Queue Time	4:03
Maximum Queue Time	19:36:00
% Calls Answered Within Service Target	80:41%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	786	400	226	28	1440
New and Logged in Service Desk System	786	132	61	28	1007
Assigned (Work not Started)	124	8	1	2	135	13.41
Work In Progress	64	3	2	4	73	7.25
Pending (Waiting on More Info)	271	18	9	14	312	30.98
Resolved/Closed	327	103	49	8	487	48.36
New and Logged by %	78.05	13.11	6.06	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	400
Average Queue Time	4:14
Maximum Queue Time	18:02:00
% Calls Answered Within Service Target	75.16%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	905	489		21	1415
New and Logged in Service Desk System	905	145	46	21	1117
Assigned (Work not Started)	165	7	6	3	181	16.20
Work In Progress	5	0	8	5	18	1.61
Pending (Waiting on More Info)	289	19	0	0	308	27.57
Resolved/Closed	446	119	32	13	610	54.61
New and Logged by %	81.02	12.98	4.12	1.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	489
Average Queue Time	2:56
Maximum Queue Time	15:37:00
% Calls Answered Within Service Target	86.57%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	851	474	289	30	1644
New and Logged in Service Desk System	851	136	63	30	1080	65.69
Assigned (Work not Started)	67	4	4	4	79	7.31
Work In Progress	132	1	1	0	134	12.41
Pending (Waiting on More Info)	304	19	7	7	337	31.20
Resolved/Closed	348	112	51	19	530	49.07
New and Logged by %	78.80	12.59	5.83	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	474
Average Queue Time	00:4:44
Maximum Queue Time	22:41:00
% Calls Answered Within Service Target	66.20%

Statistics Archive

Click on the links below to view statistics for previous academic years:

Academic year 2023-2024

Academic year 2022-2023