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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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% |