IT Service Desk Statistics

IT Service Desk Statistics for 2020/2021

Summary for Academic Year 2020-2021

Review	Total
Phone Calls (896 2000)	14,237
Emails (itservicedesk@tcd.ie)	34,402
Walk-In (Aras an Phiarsaigh)	0
Web Submissions (http://ask.tcd.ie)	348
WebChat (https://tcd.ie/itservices/kb/help/chat/)	2137
	51,124

Monthly Statistics

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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2121	1021	115	8	3265
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2527	1175	172	23	3897
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2382	1148	173	28	3731
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2287	887	177	16	3367
New and Logged in Service Desk System	2287	372	31	16	2706
Resolved/Closed	1083	185	24	9	1301
Avg Closure Within 1 Week (%)					48.07

April Telephone Calls to the IT Service Desk

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2877	1149	192	35	4253
New and Logged in Service Desk System	2877	437	53	35	3402
Resolved/Closed	1633	229	34	15	1911
Avg Closure Within 1 Week (%)					56.17

March Telephone Calls to the IT Service Desk

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2729	1003	195	20	3947
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2571	945	138	30	3684
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	1839	788	143	19	2789
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3440	1333	256	29	5058
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	4547	1963	311	56	6877
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	5887	2281	311	79	8558
New and Logged in Service Desk 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

Review	Total
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

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	344
Average Queue Time	05:46
Maximum Queue Time	23:27
% Calls Answered Within Service Target	56.31%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	304
Average Queue Time	05:49
Maximum Queue Time	28:25
% Calls Answered Within Service Target	68.73%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	277
Average Queue Time	5:15
Maximum Queue Time	26:42
% Calls Answered Within Service Target	64.06%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	225
Average Queue Time	5:44
Maximum Queue Time	23:31
% Calls Answered Within Service Target	59.65%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	266
Average Queue Time	07:17
Maximum Queue Time	21:17
% Calls Answered Within Service Target	55.27%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	211
Average Queue Time	4:42
Maximum Queue Time	19:35
% Calls Answered Within Service Target	69.37%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	276
Average Queue Time	5:24
Maximum Queue Time	24:47
% Calls Answered Within Service Target	72.15%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	268
Average Queue Time	5:08
Maximum Queue Time	18:28
% Calls Answered Within Service Target	71.84%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	253
Average Queue Time	3:29
Maximum Queue Time	16:33
% Calls Answered Within Service Target	81.82%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	231
Average Queue Time	4:14
Maximum Queue Time	16:33
% Calls Answered Within Service Target	74.72%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	240
Average Queue Time	4:38
Maximum Queue Time	14:59
% Calls Answered Within Service Target	80.74%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	215
Average Queue Time	4:48
Maximum Queue Time	17:26
% Calls Answered Within Service Target	72.58%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	306
Average Queue Time	06:49
Maximum Queue Time	21:58
% Calls Answered Within Service Target	60.53%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	357
Average Queue Time	7:56
Maximum Queue Time	29:05
% Calls Answered Within Service Target	50.94%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	258
Average Queue Time	6:02
Maximum Queue Time	21:38
% Calls Answered Within Service Target	68.18%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	227
Average Queue Time	4:19
Maximum Queue Time	18:17
% Calls Answered Within Service Target	71.43%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	264
Average Queue Time	03:28
Maximum Queue Time	15:32:00
% Calls Answered Within Service Target	70.11%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	220
Average Queue Time	02:34
Maximum Queue Time	09:13
% Calls Answered Within Service Target	71.19%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	227
Average Queue Time	03:57
Maximum Queue Time	16:32:00
% Calls Answered Within Service Target	73.88%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	176
Average Queue Time	04:46
Maximum Queue Time	16:52:00
% Calls Answered Within Service Target	77.34%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	232
Average Queue Time	03:59
Maximum Queue Time	13:51:00
% Calls Answered Within Service Target	75.50%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	221
Average Queue Time	3:41
Maximum Queue Time	12:15
% Calls Answered Within Service Target	79.92%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	197
Average Queue Time	3:27
Maximum Queue Time	10:04
% Calls Answered Within Service Target	79.57%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	247
Average Queue Time	4:08
Maximum Queue Time	13:31
% Calls Answered Within Service Target	75.00%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	252
Average Queue Time	416
Maximum Queue Time	14:52
% Calls Answered Within Service Target	75.68%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	209
Average Queue Time	13:47
Maximum Queue Time	1:25:31
% Calls Answered Within Service Target	42.97%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	226
Average Queue Time	5:08
Maximum Queue Time	22:45
% Calls Answered Within Service Target	76.47%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	257
Average Queue Time	6:39
Maximum Queue Time	27:18
% Calls Answered Within Service Target	67.51%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	311
Average Queue Time	5:25
Maximum Queue Time	24:50
% Calls Answered Within Service Target	67.81%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	249
Average Queue Time	04:11
Maximum Queue Time	14:31
% Calls Answered Within Service Target	80.94%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	221
Average Queue Time	05:04
Maximum Queue Time	26:39
% Calls Answered Within Service Target	78.52%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	230
Average Queue Time	02:24
Maximum Queue Time	9:46
% Calls Answered Within Service Target	85.52%

Call Source	Email	Phone	Walk-In	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

Review	Total
Total Number of Calls	245
Average Queue Time	04:37
Maximum Queue Time	22:43
% Calls Answered Within Service Target	74.74%