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%