IT Service Desk Statistics

IT Service Desk Statistics for 2021/2022

Summary for the Academic Year 2021-2022

Review	Total
Phone Calls (896 2000)	18982
Emails (itservicedesk@tcd.ie)	40198
Walk-In (Aras an Phiarsaigh)	622
Web Submissions (http://ask.tcd.ie)	514
WebChat (https://tcd.ie/itservices/kb/help/chat/)	2202
	62518

Monthly Statistics

Call Source	Email	Phone	WebChat	Walk-In	Web	Total
Total Callers	4267	1985	251	295	135	6933
New and Logged in Systems	4267	565	48	57	135	5072
Resolved/Closed	1631	314	34	51	51	2081
Avg Closure Within 1 Week (%)						41.03

August Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1985
Average Queue Time	4:29
Average Maximum Queue Time	17:58
% Calls Answered Within Service Target*	68.41%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Walk-In	Web	Total
Total Callers	2377	1188	0	118	36	3719
New and Logged in Systems	2377	357	0	15	36	2785
Resolved/Closed	960	217	0	12	10	1119
Avg Closure Within 1 Week (%)						43.05

July Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1188
Average Queue Time	4:07
Average Maximum Queue Time	16:36
% Calls Answered Within Service Target*	75.18%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Walk-In	Web	Total
Total Callers	2872	1400	162	169	31	4613
New and Logged in Systems	2872	419	54	14	31	3388
Resolved/Closed	1144	224	45	9	10	1432
Avg Closure Within 1 Week (%)						42.27

June Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1400
Average Queue Time	4:47
Average Maximum Queue Time	21:01
% Calls Answered Within Service Target*	73.81
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Walk-In	Web	Total
Total Callers	2448	1252	162	26	28	3916
New and Logged in Systems	2448	438	27	4	28	2945
Resolved/Closed	839	238	18	4	15	1114
Avg Closure Within 1 Week (%)						37.83

May Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1252
Average Queue Time	4:48
Average Maximum Queue Time	18:11
% Calls Answered Within Service Target*	67.70%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2218	1181	136	36	3571
New and Logged in Systems	2218	386	29	36	2669
Resolved/Closed	920	219	20	21	1180
Avg Closure Within 1 Week (%)					44.21

April Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1181
Average Queue Time	5:39
Average Maximum Queue Time	24:07
% Calls Answered Within Service Target*	63.27%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3218	1695	241	26	5180
New and Logged in Systems	3218	549	82	26	3875
Resolved/Closed	1415	293	53	17	1778
Avg Closure Within 1 Week (%)					45.88

March Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1695
Average Queue Time	6:21
Average Maximum Queue Time	26:15
% Calls Answered Within Service Target*	58.58%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3498	1682	189	52	5421
New and Logged in Systems	3498	678	46	52	4274
Resolved/Closed	1369	344	31	31	1775
Avg Closure Within 1 Week (%)					41.53

February Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1682
Average Queue Time	8:17
Average Maximum Queue Time	32:50
% Calls Answered Within Service Target*	44.42%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3457	1386	169	31	5043
New and Logged in Systems	3457	434	36	31	3958
Resolved/Closed	1470	250	24	21	1765
Avg Closure Within 1 Week (%)					44.59

January Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1386
Average Queue Time	7:10
Average Maximum Queue Time	23:48
% Calls Answered Within Service Target*	56.46%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2246	993	101	8	3348
New and Logged in Systems	2246	369	25	8	2648
Resolved/Closed	2250	238	18	5	1411
Avg Closure Within 1 Week (%)					53.28

December Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	993
Average Queue Time	5:00
Average Maximum Queue Time	19:55
% Calls Answered Within Service Target*	73.86%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3814	1801	245	43	5903
New and Logged in Systems	3814	624	62	43	4543
Resolved/Closed	1654	355	44	25	2078
Avg Closure Within 1 Week (%)					45.74

November Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	1801
Average Queue Time	7:10
Average Maximum Queue Time	30:11
% Calls Answered Within Service Target*	50.61%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	4077	2045	257	34	6413
New and Logged in Systems	4077	759	77	34	4947
Resolved/Closed	1676	441	54	20	2191
Avg Closure Within 1 Week (%)					44.28

October Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	2045
Average Queue Time	4:36
Average Maximum Queue Time	19:17
% Calls Answered Within Service Target*	71.03%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	7003	3034	342	65	10444
New and Logged in Systems	7003	1083	113	65	8264
Resolved/Closed	3124	665	81	44	3914
Avg Closure Within 1 Week (%)					47.36

September Telephone Calls to the IT Service Desk

Review	Total
Number of Calls	3034
Average Queue Time	9:11
Average Maximum Queue Time	34:03
% Calls Answered Within Service Target*	38.10
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	940	502	48	85	48	1623
New and Logged in Service Desk System	940	142	12	12	48	1154
Assigned (Work not Started)	204	11	2	0	26	243	21.06
Work In Progress	5	0	0	0	0	5	0.43
Pending (Waiting on More Info)	372	35	1	1	1	410	35.53
Resolved/Closed	359	96	9	11	21	496	42.98
New and Logged by %	81.46	12.31	1.04	1.04	4.16

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	502
Average Queue Time	3:55
Maximum Queue Time	20:03
% Calls Answered Within Service Target	73.20%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	919	414	61	54	37	1485
New and Logged in Service Desk System	919	124	5	23	37	1108
Assigned (Work not Started)	258	16	1	0	18	293	26.44
Work In Progress	2	0	0	0	0	2	0.18
Pending (Waiting on More Info)	338	44	4	4	3	393	35.47
Resolved/Closed	321	64	0	19	16	420	37.91
New and Logged by %	82.94	11.19	0.45	2.08	3.34

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	414
Average Queue Time	04:31
Maximum Queue Time	18:09
% Calls Answered Within Service Target	65.37%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	1010	382	65	51	24	1532
New and Logged in Service Desk System	1010	123	19	22	24	1198
Assigned (Work not Started)	303	12	0	0	13	328	27.38
Work In Progress	1	0	0	0	0	1	0.08
Pending (Waiting on More Info)	337	46	5	1	5	394	32.89
Resolved/Closed	369	65	14	21	6	475	39.65
New and Logged by %	84.31	10.27	1.59	1.84	2.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	382
Average Queue Time	04:36
Maximum Queue Time	18:01
% Calls Answered Within Service Target	69.42%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	1010	382	65	51	24	1532
New and Logged in Service Desk System	1010	123	19	22	24	1198
Assigned (Work not Started)	303	12	0	0	13	328	27.38
Work In Progress	1	0	0	0	0	1	0.08
Pending (Waiting on More Info)	337	46	5	1	5	394	32.89
Resolved/Closed	369	65	14	21	6	475	39.65
New and Logged by %	84.31	10.27	1.59	1.84	2.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	382
Average Queue Time	04:36
Maximum Queue Time	18:01
% Calls Answered Within Service Target	69.42%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	596	315	28	10	949
New and Logged in Service Desk System	596	66	0	10	672
Assigned (Work not Started)	66	12	0	2	80	11.90
Work In Progress	2	0	0	0	2	0.30
Pending (Waiting on More Info)	265	25	0	7	297	44.20
Resolved/Closed	263	29	0	1	293	43.60
New and Logged by %	88.69	9.82	0.00	1.49

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	315
Average Queue Time	4.54
Maximum Queue Time	15:49
% Calls Answered Within Service Target	69.17%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	571	315	25	5	916
New and Logged in Service Desk System	571	107	2	5	685
Assigned (Work not Started)	92	7	0	1	100	14.60
Work In Progress	3	0	0	0	3	0.44
Pending (Waiting on More Info)	241	34	1	2	278	40.58
Resolved/Closed	228	66	1	2	297	43.36
New and Logged by %	83.36	15.62	0.29	0.73

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	315
Average Queue Time	4.15
Maximum Queue Time	16:02
% Calls Answered Within Service Target	72.51%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	639	294	25	8	966
New and Logged in Service Desk System	639	83	1	8	731
Assigned (Work not Started)	112	5	0	3	120	16.42
Work In Progress	8	0	0	0	8	1.09
Pending (Waiting on More Info)	252	21	0	1	274	37.48
Resolved/Closed	267	57	1	4	329	45.01
New and Logged by %	87.41	11.35	0.14	1.09

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	294
Average Queue Time	3:59
Maximum Queue Time	17:28
% Calls Answered Within Service Target	76.88%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	547	286	31	8	872
New and Logged in Service Desk System	547	74	8	8	637
Assigned (Work not Started)	63	6	0	3	72	11.30
Work In Progress	2	0	0	0	2	0.31
Pending (Waiting on More Info)	259	24	0	4	287	45.05
Resolved/Closed	223	44	8	1	276	43.33
New and Logged by %	85.87	11.62	1.26	1.26

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	286
Average Queue Time	4:54
Maximum Queue Time	17:12
% Calls Answered Within Service Target	67.27%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	620	293	37	15	965
New and Logged in Service Desk System	620	93	4	15	732
Assigned (Work not Started)	116	4	0	8	128	17.49
Work In Progress	5	0	0	0	5	0.68
Pending (Waiting on More Info)	257	39	2	4	302	41.26
Resolved/Closed	242	50	2	3	297	40.57
New and Logged by %	84.70	12.70	0.55	2.05

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	293
Average Queue Time	3:22
Maximum Queue Time	15:42
% Calls Answered Within Service Target	84.08%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	570	236	11	21	9	826
New and Logged in Service Desk System	570	66	8	2	9	653
Assigned (Work not Started)	105	7	0	2	4	116	17.76
Work In Progress	34	2	0	0	0	36	5.51
Pending (Waiting on More Info)	220	27	0	1	5	252	38.59
Resolved/Closed	211	30	8	0	0	249	38.13
New and Logged by %	87.29	10.11	1.23	0.31	1.38

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	236
Average Queue Time	04:15
Maximum Queue Time	13:00:00
% Calls Answered Within Service Target	76.38%

Call Source	Email	Phone	WEbChat	Walk-In	Web	Total	Status%
Total Callers	664	307	36	48	4	1059
New and Logged in Service Desk System	664	91	15	3	4	777
Assigned (Work not Started)	179	8	0	0	4	191	24.58
Work In Progress	0	0	0	0	0	0	0.00
Pending (Waiting on More Info)	221	24	2	1	0	248	31.92
Resolved/Closed	264	59	13	2	0	338	43.50
New and Logged by %	85.46	11.71	1.93	0.39	0.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	307
Average Queue Time	04:22
Maximum Queue Time	25:30:00
% Calls Answered Within Service Target	74.59%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	586	311	39	24	5	965
New and Logged in Service Desk System	586	87	8	2	5	688
Assigned (Work not Started)	84	15	0	0	1	100	14.53
Work In Progress	5	0	0	0	0	5	0.73
Pending (Waiting on More Info)	286	43	2	0	3	334	48.55
Resolved/Closed	211	29	6	2	1	249	36.19
New and Logged by %	85.17	12.65	1.16	0.29	0.73

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	311
Average Queue Time	4:59
Maximum Queue Time	26:13
% Calls Answered Within Service Target	72.05%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	450	238	33	26	7	754
New and Logged in Service Desk System	450	72	6	2	7	537
Assigned (Work not Started)	68	11	0	1	2	82	15.27
Work In Progress	7	0	0	0	0	7	1.30
Pending (Waiting on More Info)	250	26	1	0	1	278	51.77
Resolved/Closed	125	35	5	1	4	170	31.66
New and Logged by %	83.80	13.41	1.12	0.37	1.30

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	238
Average Queue Time	5:04
Maximum Queue Time	23:21
% Calls Answered Within Service Target	72.69%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	602	308	43	50	6	1009
New and Logged in Service Desk System	602	103	17	5	6	733
Assigned (Work not Started)	60	1	0	1	0	62	8.46
Work In Progress	1	2	0	0	0	3	0.41
Pending (Waiting on More Info)	208	29	4	0	1	242	33.02
Resolved/Closed	333	71	13	4	5	426	58.12
New and Logged by %	82.13	14.05	2.32	0.68	0.82

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	308
Average Queue Time	5:17
Maximum Queue Time	27:04
% Calls Answered Within Service Target	73.35%

Call Source	Email	Phone	WebChat	Walk-In	Web	Total	Status%
Total Callers	646	312	42	26	10	1036
New and Logged in Service Desk System	646	112	12	4	10	784
Assigned (Work not Started)	121	9	0	0	3	133	16.96
Work In Progress	3	2	0	0	0	5	0.64
Pending (Waiting on More Info)	259	45	3	0	1	308	39.29
Resolved/Closed	263	56	9	4	6	338	43.11
New and Logged by %	82.40	14.29	1.53	40.00	1.28

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	312
Average Queue Time	03:32
Maximum Queue Time	17:26:00
% Calls Answered Within Service Target	75.61%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	615	344	49	7	1015
New and Logged in Service Desk System	615	113	8	7	743
Assigned (Work not Started)	51	10	0	1	62	8.34
Work In Progress	9	0	0	0	9	1.21
Pending (Waiting on More Info)	282	43	3	2	330	44.41
Resolved/Closed	51	60	5	4	120	16.15
New and Logged by %	82.77	15.21	1.08	0.94

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	344
Average Queue Time	04:54
Maximum Queue Time	18:32
% Calls Answered Within Service Target	66.50%

Call Source	Email	Phone	WebChar	Web	Total	Status%
Total Callers	664	317	33	5	1019
New and Logged in Service Desk System	664	101	4	5	774
Assigned (Work not Started)	52	4	0	2	58	7.49
Work In Progress	5	1	0	0	6	0.78
Pending (Waiting on More Info)	321	33	2	1	357	46.12
Resolved/Closed	286	63	2	2	353	45.61
New and Logged by %	85.79	13.05	0.52	0.65

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	317
Average Queue Time	4:23
Maximum Queue Time	17:30
% Calls Answered Within Service Target	75.14%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	523	279	38	6	846
New and Logged in Service Desk System	523	112	3	6	644
Assigned (Work not Started)	49	41	1	1	92	14.29
Work In Progress	4	0	0	0	4	0.62
Pending (Waiting on More Info)	231	12	0	2	245	38.04
Resolved/Closed	239	59	2	3	303	47.05
New and Logged by %	81.21	17.39	0.47	0.93

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	279
Average Queue Time	6:23
Maximum Queue Time	19:17
% Calls Answered Within Service Target	53.56%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	582	311	46	14	953
New and Logged in Service Desk System	582	122	10	14	728
Assigned (Work not Started)	50	8	2	5	65	8.93
Work In Progress	2	1	0	0	3	0.41
Pending (Waiting on More Info)	294	41	3	4	342	46.98
Resolved/Closed	236	72	5	5	318	43.68
New and Logged by %	79.95	16.76	1.37	1.92

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	311
Average Queue Time	5:41
Maximum Queue Time	29:37
% Calls Answered Within Service Target	59.80%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	496	262	27	8	793
New and Logged in Service Desk System	496	93	2	8	599
Assigned (Work not Started)	57	10	0	0	67	11.19
Work In Progress	4	1	0	0	5	0.83
Pending (Waiting on More Info)	228	33	0	3	264	44.07
Resolved/Closed	207	49	2	5	263	43.91
New and Logged by %	82.80	15.53	0.33	1.34

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	262
Average Queue Time	5:50
Maximum Queue Time	19:19
% Calls Answered Within Service Target	62.54%

Call Source	Email	Phone	WebChate	Web	Total	Status%
Total Callers	469	235	9	7	720
New and Logged in Service Desk System	469	73	2	7	551
Assigned (Work not Started)	73	2	0	1	76	13.79
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	215	22	2	1	240	43.56
Resolved/Closed	181	49	0	5	235	42.65
New and Logged by %	85.12	13.25	0.36	1.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	235
Average Queue Time	5:52
Maximum Queue Time	26:41
% Calls Answered Within Service Target	66.43%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	671	373	54	7	1105
New and Logged in Service Desk System	671	98	15	7	791
Assigned (Work not Started)	94	6	0	1	101	12.77
Work In Progress	2	0	0	0	2	0.25
Pending (Waiting on More Info)	279	43	2	0	324	40.96
Resolved/Closed	296	49	13	6	364	46.02
New and Logged by %	84.83	12.39	1.90	0.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	373
Average Queue Time	5:16
Maximum Queue Time	20:51
% Calls Answered Within Service Target	64.33%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	665	371	56	5	1097
New and Logged in Service Desk System	665	122	17	5	809
Assigned (Work not Started)	53	12	0	1	66	8.16
Work In Progress	2	3	0	0	5	0.62
Pending (Waiting on More Info)	307	40	5	1	353	43.63
Resolved/Closed	303	67	12	3	385	47.59
New and Logged by %	82.20	15.08	2.10	0.62

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	371
Average Queue Time	6:12
Maximum Queue Time	25:39
% Calls Answered Within Service Target	58.09%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	658	354	59	8	1079
New and Logged in Service Desk System	658	124	18	8	808
Assigned (Work not Started)	63	6	0	1	70	8.66
Work In Progress	1	0	0	0	1	0.12
Pending (Waiting on More Info)	337	47	4	0	388	48.02
Resolved/Closed	57	71	14	7	349	43.19
New and Logged by %	81.44	15.35	2.23	0.99

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	354
Average Queue Time	7:31
Maximum Queue Time	31:02
% Calls Answered Within Service Target	48.91%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	433	207	29	3	672
New and Logged in Service Desk System	433	68	9	3	513
Assigned (Work not Started)	59	2	1	0	62	12.09
Work In Progress	4	0	0	0	4	0.78
Pending (Waiting on More Info)	202	32	3	1	238	46.39
Resolved/Closed	168	34	5	2	209	40.74
New and Logged by %	84.41	13.26	1.75	0.58

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	207
Average Queue Time	05:03
Maximum Queue Time	19:52:00
% Calls Answered Within Service Target	64.71%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	715	366	38	7	1126
New and Logged in Service Desk System	715	132	15	7	869
Assigned (Work not Started)	97	5	0	2	104	11.97
Work In Progress	4	2	0	0	6	0.69
Pending (Waiting on More Info)	317	62	6	3	388	44.65
Resolved/Closed	297	63	9	2	371	42.69
New and Logged by %	82.28	15.19	1.73	0.81

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	366
Average Queue Time	7:38
Maximum Queue Time	34:32
% Calls Answered Within Service Target	60.32%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	747	397	59	3	1206
New and Logged in Service Desk System	747	103	23	3	876
Assigned (Work not Started)	57	7	2	0	66	7.53
Work In Progress	2	1	0	0	3	0.34
Pending (Waiting on More Info)	298	37	8	0	343	39.16
Resolved/Closed	390	58	13	3	464	52.97
New and Logged by %	85.27	11.76	2.63	0.34

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	397
Average Queue Time	5:24
Maximum Queue Time	20:14
% Calls Answered Within Service Target	60.91%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	715	345	38	10	1108
New and Logged in Service Desk System	715	115	8	10	848
Assigned (Work not Started)	105	4	0	1	110	12.97
Work In Progress	2	0	0	0	2	0.24
Pending (Waiting on More Info)	308	37	2	3	350	41.27
Resolved/Closed	300	74	6	6	386	45.52
New and Logged by %	84.32	13.56	0.94	1.18

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	345
Average Queue Time	06:43
Maximum Queue Time	31:14
% Calls Answered Within Service Target	61.41%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	884	441	52	11	1388
New and Logged in Service Desk System	884	153	7	11	1055
Assigned (Work not Started)	163	11	0	3	177	16.78
Work In Progress	3	0	0	0	3	0.28
Pending (Waiting on More Info)	382	59	0	2	443	41.99
Resolved/Closed	336	83	7	6	432	40.95
New and Logged by %	83.79	14.50	0.66	1.04

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	441
Average Queue Time	09:59
Maximum Queue Time	32:13:00
% Calls Answered Within Service Target	35.25%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	925	485	52	13	1475
New and Logged in Service Desk System	925	248	21	13	1207
Assigned (Work not Started)	99	17	2	3	121	10.02
Work In Progress	4	0	0	0	4	0.33
Pending (Waiting on More Info)	438	133	8	3	582	48.22
Resolved/Closed	384	98	11	7	500	41.43
New and Logged by %	76.64	20.55	1.74	1.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	485
Average Queue Time	9:53
Maximum Queue Time	42:38
% Calls Answered Within Service Target	33.33%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	974	411	47	18	1450
New and Logged in Service Desk System	974	162	10	18	1164
Assigned (Work not Started)	192	19	0	4	215	18.47
Work In Progress	1	2	0	0	3	0.26
Pending (Waiting on More Info)	432	15	3	2	452	38.83
Resolved/Closed	349	89	7	12	457	39.26
New and Logged by %	83.68	13.92	0.86	1.55

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	411
Average Queue Time	6:36
Maximum Queue Time	25:17
% Calls Answered Within Service Target	47.70%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	955	431	63	14	1463
New and Logged in Service Desk System	955	175	3	14	1147
Assigned (Work not Started)	109	18	0	1	128	11.16
Work In Progress	6	1	0	0	7	0.61
Pending (Waiting on More Info)	458	57	1	1	517	45.07
Resolved/Closed	382	99	2	12	495	43.16
New and Logged by %	83.26	15.26	0.26	1.22

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	431
Average Queue Time	12:02
Maximum Queue Time	41:15
% Calls Answered Within Service Target	28.46%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	932	363	34	5	1334
New and Logged in Service Desk System	932	113	13	5	1063
Assigned (Work not Started)	66	4	0	1	71	6.68
Work In Progress	2	0	0	0	2	0.19
Pending (Waiting on More Info)	393	29	6	1	429	40.36
Resolved/Closed	471	80	7	3	561	52.78
New and Logged by %	87.68	10.63	1.22	0.47

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	363
Average Queue Time	5:59
Maximum Queue Time	31:16
% Calls Answered Within Service Target	60.50%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	818	330	37	7	1192
New and Logged in Service Desk System	818	104	9	7	938
Assigned (Work not Started)	69	9	0	2	80	8.53
Work In Progress	2	0	0	0	2	0.21
Pending (Waiting on More Info)	419	44	1	1	465	49.57
Resolved/Closed	328	51	8	4	391	41.68
New and Logged by %	87.21	11.09	0.96	0.75

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	330
Average Queue Time	5:44
Maximum Queue Time	22:23
% Calls Answered Within Service Target	64.27%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	752	262	35	5	1054
New and Logged in Service Desk System	752	42	11	5	810
Assigned (Work not Started)	228	4	0	2	234	28.89
Work In Progress	2	1	0	0	3	0.37
Pending (Waiting on More Info)	233	17	4	1	255	31.48
Resolved/Closed	289	20	7	2	318	39.26
New and Logged by %	92.84	5.19	1.36	0.62

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	262
Average Queue Time	4:58
Maximum Queue Time	20:02
% Calls Answered Within Service Target	72.61%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	354	133	13	2	502
New and Logged in Service Desk System	354	39	2	2	397
Assigned (Work not Started)	32	0	0	0	32	8.06
Work In Progress	1	0	0	0	1	0.25
Pending (Waiting on More Info)	139	18	0	0	157	39.55
Resolved/Closed	182	21	2	2	207	52.14
New and Logged by %	89.17	9.82	0.50	0.50

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	133
Average Queue Time	05:10
Maximum Queue Time	18:50
% Calls Answered Within Service Target	79.33%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	588	270	31	2	891
New and Logged in Service Desk System	588	91	8	2	689
Assigned (Work not Started)	21	3	0	0	24	3.48
Work In Progress	2	0	0	0	2	0.29
Pending (Waiting on More Info)	180	15	1	0	196	28.45
Resolved/Closed	385	73	7	2	467	67.78
New and Logged by %	85.34	13.21	1.16	0.29

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	270
Average Queue Time	05:21
Maximum Queue Time	21:10
% Calls Answered Within Service Target	68.35%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	649	262	28	1	940
New and Logged in Service Desk System	649	106	5	1	761
Assigned (Work not Started)	95	10	0	0	105	13.80
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	266	34	1	1	302	39.68
Resolved/Closed	288	62	4	0	354	46.52
New and Logged by %	5.28	13.93	0.66	0.13

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	262
Average Queue Time	03:52
Maximum Queue Time	17:11
% Calls Answered Within Service Target	81.38%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	655	328	29	3	1015
New and Logged in Service Desk System	655	133	10	3	801
Assigned (Work not Started)	70	6	1	0	77	9.61
Work In Progress	4	0	0	0	4	0.50
Pending (Waiting on More Info)	286	45	4	2	337	42.07
Resolved/Closed	295	82	5	1	383	47.82
New and Logged by %	81.77	16.60	1.25	0.37

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	328
Average Queue Time	5:37
Maximum Queue Time	22:32
% Calls Answered Within Service Target	66.41%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	717	384	44	9	1154
New and Logged in Service Desk System	717	138	5	9	869
Assigned (Work not Started)	60	7	0	0	67	7.71
Work In Progress	4	1	0	0	5	0.58
Pending (Waiting on More Info)	358	42	0	2	402	46.26
Resolved/Closed	295	88	5	7	395	45.45
New and Logged by %	82.51	15.88	0.58	1.04

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	384
Average Queue Time	06:29
Maximum Queue Time	27:47
% Calls Answered Within Service Target	54.43%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	825	394	65	10	1294
New and Logged in Service Desk System	825	132	15	10	982
Assigned (Work not Started)	114	9	0	3	126	12.83
Work In Progress	4	1	0	0	5	0.51
Pending (Waiting on More Info)	373	42	3	2	420	42.77
Resolved/Closed	334	80	12	5	431	43.89
New and Logged by %	4.01	13.44	1.53	1.02

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	394
Average Queue Time	06:39
Maximum Queue Time	35:20
% Calls Answered Within Service Target	52.94%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	847	372	65	11	1295
New and Logged in Service Desk System	847	136	18	11	1012
Assigned (Work not Started)	79	8	0	2	89	8.79
Work In Progress	3	0	0	0	3	0.30
Pending (Waiting on More Info)	372	51	8	0	431	42.59
Resolved/Closed	393	77	10	9	489	48.32
New and Logged by %	83.70	13.44	1.78	1.09

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	372
Average Queue Time	06:54
Maximum Queue Time	27:42
% Calls Answered Within Service Target	51.99%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	858	380	41	10	1289
New and Logged in Service Desk System	858	144	12	10	1024
Assigned (Work not Started)	125	11	1	3	140	13.67
Work In Progress	2	1	0	0	3	0.29
Pending (Waiting on More Info)	381	59	3	5	448	43.75
Resolved/Closed	347	73	8	2	430	41.99
New and Logged by %	83.79	14.06	1.17	0.98

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	380
Average Queue Time	8:40
Maximum Queue Time	29:56
% Calls Answered Within Service Target	43.08%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	567	271	30	3	871
New and Logged in Service Desk System	567	74	12	3	656
Assigned (Work not Started)	43	6	0	0	49	7.47
Work In Progress	5	1	0	0	6	0.91
Pending (Waiting on More Info)	234	30	3	1	268	40.85
Resolved/Closed	285	37	9	2	333	50.76
New and Logged by %	86.43	11.28	1.83	0.46

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	271
Average Queue Time	04:18
Maximum Queue Time	16:40:00
% Calls Answered Within Service Target	73.44%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	741	383	48	0	1172
New and Logged in Service Desk System	741	137	14	0	892
Assigned (Work not Started)	178	7	0	0	185	20.74
Work In Progress	4	1	0	0	5	0.56
Pending (Waiting on More Info)	305	55	0	0	360	40.36
Resolved/Closed	254	74	14	0	342	38.34
New and Logged by %	83.07	15.36	1.57	0.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	383
Average Queue Time	03:58
Maximum Queue Time	15:45:00
% Calls Answered Within Service Target	74.49%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	919	462	71	7	1459
New and Logged in Service Desk System	919	171	21	7	1118
Assigned (Work not Started)	116	14	3	2	135	12.08
Work In Progress	4	1	0	0	5	0.45
Pending (Waiting on More Info)	417	44	5	2	468	41.86
Resolved/Closed	382	112	13	3	510	45.62
New and Logged by %	82.20	15.30	1.88	0.63

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	462
Average Queue Time	4:32
Maximum Queue Time	20:23
% Calls Answered Within Service Target	75.05%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1120	540	57	16	1733
New and Logged in Service Desk System	1120	210	18	16	1364
Assigned (Work not Started)	58	6	2	1	67	4.91
Work In Progress	2	1	0	0	3	0.22
Pending (Waiting on More Info)	554	86	6	3	649	47.58
Resolved/Closed	506	117	10	12	645	47.29
New and Logged by %	82.11	15.40	1.32	1.17

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	540
Average Queue Time	5:37
Maximum Queue Time	24:20
% Calls Answered Within Service Target	61.16%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1297	660	81	11	2049
New and Logged in Service Desk System	1297	241	24	11	1573
Assigned (Work not Started)	136	17	1	3	157	9.98
Work In Progress	3	1	0	0	4	0.25
Pending (Waiting on More Info)	624	85	6	3	718	45.65
Resolved/Closed	534	138	17	5	694	44.12
New and Logged by %	82.45	15.32	1.53	0.70	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	660
Average Queue Time	7:06
Maximum Queue Time	26:24
% Calls Answered Within Service Target	44.44%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1315	647	73	11	2046
New and Logged in Service Desk System	1315	239	22	11	1587
Assigned (Work not Started)	179	18	2	1	200	12.60
Work In Progress	1	1	0	0	2	0.13
Pending (Waiting on More Info)	579	76	1	3	659	41.52
Resolved/Closed	554	144	19	7	724	45.62
New and Logged by %	82.86	15.06	1.39	0.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	647
Average Queue Time	7:46
Maximum Queue Time	44:25
% Calls Answered Within Service Target	48.04%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1731	729	75	22	2557
New and Logged in Service Desk System	1731	277	22	22	2052
Assigned (Work not Started)	277	9	1	4	291	14.18
Work In Progress	1	1	0	1	3	0.15
Pending (Waiting on More Info)	684	85	6	2	777	37.87
Resolved/Closed	767	183	15	16	981	47.81
New and Logged by %	84.36	13.50	1.07	1.07

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	729
Average Queue Time	12:10
Maximum Queue Time	34:49
% Calls Answered Within Service Target	27.22%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1557	550	62	9	2178
New and Logged in Service Desk System	1557	169	26	9	1761
Assigned (Work not Started)	92	5	0	0	97	5.51
Work In Progress	2	0	0	0	2	0.11
Pending (Waiting on More Info)	730	59	11	0	800	45.43
Resolved/Closed	733	105	15	9	862	48.95
New and Logged by %	88.42	9.60	1.48	0.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	550
Average Queue Time	11:46
Maximum Queue Time	34:02
% Calls Answered Within Service Target	23.58%

Call Source	Email	Phone	WebChat	Web	Total	Status%
Total Callers	1103	448	51	12	1614
New and Logged in Service Desk System	1103	157	19	12	1291
Assigned (Work not Started)	111	8	0	3	122	9.45
Work In Progress	2	0	0	0	2	0.15
Pending (Waiting on More Info)	453	54	4	2	513	39.74
Resolved/Closed	536	95	15	7	653	50.58
New and Logged by %	85.44	12.16	1.47	0.93

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	448
Average Queue Time	7:08
Maximum Queue Time	30:38
% Calls Answered Within Service Target	47.22%