IT Service Desk Statistics

IT Service Desk Statistics for 2022/2023

Summary for the Academic Year 2022-2023 to date

Review	Total
Emails (itservicedesk@tcd.ie)	37662
Phone Calls (896 2000)	16823
Walk-In (Aras an Phiarsaigh)	5837
Web Submissions	752
	61074

Monthly Statistics

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3613	1678	239	107	5637
New and Logged in System	3613	430	42	107	4192
Resolved/Closed	1222	265	25	52	1564
Avg Closure Within 1 Week (%)					37.31

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1678
Average Queue Time	05:03
Average Maximum Queue Time	23:01
% Calls Answered Within Service Target*	68.84
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2291	1126	142	48	3607
New and Logged in System	2291	332	42	48	2713
Resolved/Closed	1054	217	32	34	1337
Avg Closure Within 1 Week (%)					49.28

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1126
Average Queue Time	03:46
Average Maximum Queue Time	15:41
% Calls Answered Within Service Target*	80.80%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2878	1466	214	57	4615
New and Logged in System	2878	406	65	57	3406
Resolved/Closed	1125	244	49	31	1449
Avg Closure Within 1 Week (%)					42.54

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1466
Average Queue Time	4:02
Average Maximum Queue Time	18:24
% Calls Answered Within Service Target*	79.23%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2280	1036	284	39	3639
New and Logged in System	2280	321	72	39	2712
Resolved/Closed	851	186	56	25	1118
Avg Closure Within 1 Week (%)					41.22

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1036
Average Queue Time	4:23
Average Maximum Queue Time	17:36
% Calls Answered Within Service Target*	75.46%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2716	1154	344	42	4256
New and Logged in System	2716	342	111	42	3211
Resolved/Closed	1325	173	91	18	1607
Avg Closure Within 1 Week (%)					50.04

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1154
Average Queue Time	4:42
Average Maximum Queue Time	19:33
% Calls Answered Within Service Target*	73.71%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3127	1466	507	52	5152
New and Logged in System	3127	466	177	52	3822
Resolved/Closed	1340	278	146	23	1787
Avg Closure Within 1 Week (%)					46.75

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1466
Average Queue Time	4:35
Average Maximum Queue Time	18:00
% Calls Answered Within Service Target*	73.63%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3990	1307	695	48	6040
New and Logged in Service Desk System	3990	402	170	48	4610
Resolved/Closed	1724	217	140	17	2098
Avg Closure Within 1 Week (%)					45.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1307
Average Queue Time	5:35
Average Maximum Queue Time	27:49
% Calls Answered Within Service Target*	68.65%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3228	1541	538	50	5357
New and Logged in Service Desk System	3228	451	150	50	3879
Resolved/Closed	1019	260	126	23	1428
Avg Closure Within 1 Week (%)					36.81

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1541
Average Queue Time	7:42
Average Maximum Queue Time	29:52
% Calls Answered Within Service Target*	54.85%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1567	749	164	27	2507
New and Logged in Service Desk System	1567	192	70	27	1856
Resolved/Closed	693	119	58	13	883
Avg Closure Within 1 Week (%)					47.58%

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	749
Average Queue Time	5:11
Average Maximum Queue Time	24:28
% Calls Answered Within Service Target*	70.92
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3347	1545	560	56	5508
New and Logged in Service Desk System	3347	510	204	56	4117
Resolved/Closed	1193	289	173	29	1684
Avg Closure Within 1 Week (%)					40.90

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1545
Average Queue Time	4:55
Average Maximum Queue Time	22:23
% Calls Answered Within Service Target*	67.21
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3172	1446	519	69	5206
New and Logged in Service Desk System	3172	465	159	69	3865
Resolved/Closed	1054	276	132	30	1492
Avg Closure Within 1 Week (%)					38.60

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1446
Average Queue Time	5:12
Average Maximum Queue Time	23:17
% Calls Answered Within Service Target*	69.87
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	5453	2309	1631	157	9550
New and Logged in Service Desk System	5453	731	527	157	6868
Resolved/Closed	1672	454	475	71	2672
Avg Closure Within 1 Week (%)					38.91

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	2261
Average Queue Time	6:21
Average Maximum Queue Time	27:08
% Calls Answered Within Service Target*	54.07
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	837	419	43	28	1327
New and Logged in Service Desk System	837	106	10	28	981
Assigned (Work not Started)	112	0	0	6	118	12.03
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	358	29	3	8	398	40.57
Resolved/Closed	367	77	7	14	465	47.40
New and Logged by %	85.32	10.81	1.02	2.85

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	419
Average Queue Time	04:23
Maximum Queue Time	19:56
% Calls Answered Within Service Target	74.64%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	790	381	60	27	1258
New and Logged in Service Desk System	790	81	7	27	905
Assigned (Work not Started)	256	8	2	5	271	29.94
Work In Progress	1	0	0	0	1	0.11
Pending (Waiting on More Info)	285	25	0	3	313	34.59
Resolved/Closed	248	48	5	19	320	35.36
New and Logged by %	87.29	8.95	0.77	2.98

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	381
Average Queue Time	5:05
Maximum Queue Time	25:03
% Calls Answered Within Service Target	68.07%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	774	352	59	24	1209
New and Logged in Service Desk System	774	87	17	24	902
Assigned (Work not Started)	219	2	3	6	230	25.50
Work In Progress	3	0	0	1	4	0.44
Pending (Waiting on More Info)	295	30	2	15	2	0.22
Resolved/Closed	257	55	12	2	15	1.66
New and Logged by %	85.81	9.65	1.88	2.66

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	352
Average Queue Time	5:55
Maximum Queue Time	26:31
% Calls Answered Within Service Target	65.48%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	574	241	30	14	859
New and Logged in Service Desk System	574	70	2	14	660
Assigned (Work not Started)	222	6	0	2	230	34.85
Work In Progress	4	0	0	0	4	0.61
Pending (Waiting on More Info)	192	26	2	3	223	33.79
Resolved/Closed	156	38	0	9	203	30.76
New and Logged by %	86.97	10.61	0.30	2.12

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	241
Average Queue Time	5:19
Maximum Queue Time	24:35
% Calls Answered Within Service Target	64.12%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	638	285	47	14	984
New and Logged in Service Desk System	638	86	6	14	744
Assigned (Work not Started)	185	7	2	4	198	26.61
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	259	32	3	2	296	39.78
Resolved/Closed	194	47	1	8	250	33.60
New and Logged by %	85.75	11.56	0.81	1.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	285
Average Queue Time	04:34
Maximum Queue Time	18:53
% Calls Answered Within Service Target	71.92%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	562	292	37	15	906
New and Logged in Service Desk System	562	99	13	15	689
Assigned (Work not Started)	114	3	2	1	120	17.42
Work In Progress	4	1	0	0	5	0.73
Pending (Waiting on More Info)	206	22	3	4	235	34.11
Resolved/Closed	238	73	8	10	329	47.75
New and Logged by %	81.57	14.37	1.89	2.18

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	292
Average Queue Time	03:05
Maximum Queue Time	16:40
% Calls Answered Within Service Target	81.55%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	623	308	38	17	986
New and Logged in Service Desk System	623	90	14	17	744
Assigned (Work not Started)	58	5	0	0	63	8.47
Work In Progress	0	1	0	2	3	0.40
Pending (Waiting on More Info)	281	27	3	2	313	42.07
Resolved/Closed	284	57	11	13	365	49.06
New and Logged by %	83.74	12.10	1.88	2.28

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	308
Average Queue Time	04:31
Maximum Queue Time	13:47
% Calls Answered Within Service Target	78.03%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	493	261	32	6	792
New and Logged in Service Desk System	493	76	9	6	584
Assigned (Work not Started)	66	6	0	1	73	12.50
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	223	29	1	1	254	43.49
Resolved/Closed	204	41	4	4	257	44.01
New and Logged by %	84.42	13.01	1.54	1.03

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	261
Average Queue Time	04:07
Maximum Queue Time	13:26
% Calls Answered Within Service Target	80.07%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	613	265	35	10	923
New and Logged in Service Desk System	613	67	6	10	696
Assigned (Work not Started)	44	1	0	1	46	6.61
Work In Progress	0	0	0	0	1	0.00
Pending (Waiting on More Info)	241	20	1	2	264	37.93
Resolved/Closed	328	46	5	7	386	55.46
New and Logged by %	88.07	9.63	0.86	1.44

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	265
Average Queue Time	03:21
Maximum Queue Time	18:54
% Calls Answered Within Service Target	83.56%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	598	290	35	15	938
New and Logged in Service Desk System	598	99	12	15	724
Assigned (Work not Started)	90	5	0	1	96	13.26
Work In Progress	1	0	0	0	1	0.14
Pending (Waiting on More Info)	263	32	2	5	302	41.71
Resolved/Closed	244	62	10	9	325	44.89
New and Logged by %	82.60	13.67	1.66	2.07

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	290
Average Queue Time	5:12
Maximum Queue Time	24:01
% Calls Answered Within Service Target	75.00%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	590	313	43	9	955
New and Logged in Service Desk System	590	66	4	9	669
Assigned (Work not Started)	95	4	0	0	99	14.80
Work In Progress	2	0	0	0	2	0.30
Pending (Waiting on More Info)	261	27	2	2	292	43.65
Resolved/Closed	232	35	2	7	276	41.26
New and Logged by %	88.19	9.87	0.60	1.35

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	313
Average Queue Time	4:24
Maximum Queue Time	19:53
% Calls Answered Within Service Target	73.89%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	560	303	47	15	925
New and Logged in Service Desk System	560	83	12	15	670
Assigned (Work not Started)	89	7	0	2	98	14.63
Work In Progress	1	0	0	0	1	0.15
Pending (Waiting on More Info)	254	26	3	6	289	43.13
Resolved/Closed	216	50	9	7	282	42.09
New and Logged by %	83.58	12.39	1.79	2.24

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	303
Average Queue Time	3:54
Maximum Queue Time	19:02
% Calls Answered Within Service Target	79.88%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	540	269	40	9	858
New and Logged in Service Desk System	540	71	10	9	630
Assigned (Work not Started)	74	9	0	3	86	13.65
Work In Progress	1	0	0	0	1	0.16
Pending (Waiting on More Info)	258	22	2	4	286	45.40
Resolved/Closed	207	40	8	2	257	40.79
New and Logged by %	85.71	11.27	1.59	1.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	269
Average Queue Time	3:52
Maximum Queue Time	11:17
% Calls Answered Within Service Target	77.32%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	590	291	49	9	939
New and Logged in Service Desk System	590	87	27	9	713
Assigned (Work not Started)	90	7	0	3	100	14.03
Work In Progress	2	0	0	0	2	0.28
Pending (Waiting on More Info)	272	23	7	0	302	42.36
Resolved/Closed	226	57	20	6	309	43.34
New and Logged by %	82.75	12.20	3.79	1.26

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	291
Average Queue Time	2:51
Maximum Queue Time	11:57
% Calls Answered Within Service Target	90.06%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	597	267	65	16	945
New and Logged in Service Desk System	597	74	12	16	699
Assigned (Work not Started)	65	3	0	2	70	10.01
Work In Progress	5	1	0	0	6	0.86
Pending (Waiting on More Info)	315	23	1	5	344	49.21
Resolved/Closed	212	47	11	9	279	39.91
New and Logged by %	85.41	10.59	1.72	2.29

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	267
Average Queue Time	3:51
Maximum Queue Time	15:08
% Calls Answered Within Service Target	76.97%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	592	263	74	10	939
New and Logged in Service Desk System	592	74	33	10	709
Assigned (Work not Started)	77	4	3	0	84	11.85
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	279	33	3	3	318	44.85
Resolved/Closed	236	37	27	7	307	43.30
New and Logged by %	83.50	10.44	4.65	1.41

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	263
Average Queue Time	3:31
Maximum Queue Time	13:16
% Calls Answered Within Service Target	76.95%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	601	282	77	7	967
New and Logged in Service Desk System	601	86	11	7	705
Assigned (Work not Started)	94	10	1	0	105	14.89
Work In Progress	1	0	0	0	1	0.14
Pending (Waiting on More Info)	285	26	3	1	315	44.68
Resolved/Closed	221	50	7	6	284	40.28
New and Logged by %	85.25	12.20	1.56	0.99

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	282
Average Queue Time	4:27
Maximum Queue Time	19:31
% Calls Answered Within Service Target	77.13%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	490	224	68	6	788
New and Logged in Service Desk System	490	87	16	6	599
Assigned (Work not Started)	82	7	0	1	90	15.02
Work In Progress	3	0	0	0	3	0.50
Pending (Waiting on More Info)	223	28	5	2	258	43.07
Resolved/Closed	182	52	11	3	248	41.40
New and Logged by %	81.80	14.52	2.67	1.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	224
Average Queue Time	5:44
Maximum Queue Time	22:29
% Calls Answered Within Service Target	70.79%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	582	309	72	14	977
New and Logged in Service Desk System	582	83	25	14	704
Assigned (Work not Started)	71	8	0	3	82	11.65
Work In Progress	1	0	0	0	1	0.14
Pending (Waiting on More Info)	248	31	5	4	288	40.91
Resolved/Closed	262	44	20	7	333	47.30
New and Logged by %	82.67	11.79	3.55	1.99

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	309
Average Queue Time	3:35
Maximum Queue Time	13:28
% Calls Answered Within Service Target	79.61%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	865	347	98	9	1319
New and Logged in Service Desk System	865	114	33	9	1021
Assigned (Work not Started)	73	7	1	3	84	8.23
Work In Progress	1	0	0	0	1	0.10
Pending (Waiting on More Info)	345	50	5	2	402	39.37
Resolved/Closed	446	57	27	4	534	52.30
New and Logged by %	84.72	11.17	3.23	0.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	347
Average Queue Time	6:40
Maximum Queue Time	24:47
% Calls Answered Within Service Target	60.65%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	748	255	85	7	1095
New and Logged in Service Desk System	748	58	27	7	840
Assigned (Work not Started)	70	8	0	3	81	9.64
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	252	19	4	0	275	32.74
Resolved/Closed	426	31	23	4	484	57.62
New and Logged by %	89.05	6.90	3.21	0.83

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	255
Average Queue Time	4:41
Maximum Queue Time	25:47
% Calls Answered Within Service Target	76.90%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	521	243	89	12	865
New and Logged in Service Desk System	521	87	26	12	646
Assigned (Work not Started)	130	14	0	6	150	23.22
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	200	32	5	3	240	37.15
Resolved/Closed	191	41	21	3	256	39.63
New and Logged by %	80.65	13.47	4.02	1.86

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	243
Average Queue Time	3:54
Maximum Queue Time	14:12
% Calls Answered Within Service Target	77.70%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	618	298	89	15	1020
New and Logged in Service Desk System	618	99	27	15	759
Assigned (Work not Started)	104	13	2	4	123	16.21
Work In Progress	0	1	0	0	1	0.13
Pending (Waiting on More Info)	263	33	6	2	304	40.05
Resolved/Closed	251	52	19	9	331	43.61
New and Logged by %	81.42	13.04	3.56	1.98

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	298
Average Queue Time	5:27
Maximum Queue Time	20:47
% Calls Answered Within Service Target	69.75%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	675	313	115	10	1113
New and Logged in Service Desk System	675	101	42	10	828
Assigned (Work not Started)	62	6	1	4	73	8.82
Work In Progress	1	0	0	0	1	0.12
Pending (Waiting on More Info)	278	22	5	4	309	37.32
Resolved/Closed	334	73	36	2	445	53.74
New and Logged by %	81.52	12.20	5.07	1.21

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	313
Average Queue Time	5:37
Maximum Queue Time	17:50
% Calls Answered Within Service Target	65.03%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	524	217	95	9	845
New and Logged in Service Desk System	524	63	37	9	633
Assigned (Work not Started)	133	9	2	4	148	23.38
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	205	20	2	4	231	36.49
Resolved/Closed	186	34	33	1	254	40.13
New and Logged by %	82.78	9.95	5.85	1.42

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	217
Average Queue Time	3:55
Maximum Queue Time	15:32
% Calls Answered Within Service Target	81.93%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	613	268	60	8	949
New and Logged in Service Desk System	613	94	26	8	741
Assigned (Work not Started)	70	3	1	0	74	9.99
Work In Progress	2	0	0	0	2	0.27
Pending (Waiting on More Info)	301	32	4	4	341	46.02
Resolved/Closed	240	59	21	4	324	43.72
New and Logged by %	82.73	12.69	3.51	1.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	268
Average Queue Time	4:02
Maximum Queue Time	17:15
% Calls Answered Within Service Target	77.63%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	697	370	148	10	1225
New and Logged in Service Desk System	697	109	45	10	861
Assigned (Work not Started)	82	8	2	1	93	10.80
Work In Progress	1	2	0	0	3	0.35
Pending (Waiting on More Info)	285	39	6	2	332	38.56
Resolved/Closed	329	60	37	7	433	50.29
New and Logged by %	80.95	12.66	5.23	1.16

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	370
Average Queue Time	3:58
Maximum Queue Time	18:40
% Calls Answered Within Service Target	73.85%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	746	317	177	9	1249
New and Logged in Service Desk System	746	89	23	9	867
Assigned (Work not Started)	267	13	1	3	284	32.76
Work In Progress	1	0	0	0	1	0.12
Pending (Waiting on More Info)	265	30	9	4	308	35.52
Resolved/Closed	213	46	13	2	274	31.60
New and Logged by %	86.04	10.27	2.65	0.91

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	317
Average Queue Time	4:57
Maximum Queue Time	26:20
% Calls Answered Within Service Target	69.57%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1762	300	155	16	2233
New and Logged in Service Desk System	1762	106	47	16	1931
Assigned (Work not Started)	351	9	1	6	367	19.01
Work In Progress	1	0	0	0	1	0.05
Pending (Waiting on More Info)	296	35	7	4	342	17.71
Resolved/Closed	1114	62	39	6	1221	63.23
New and Logged by %	91.25	5.49	2.43	0.83

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	300
Average Queue Time	6:38
Maximum Queue Time	24:43
% Calls Answered Within Service Target	58.58%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	769	367	175	15	1326
New and Logged in Service Desk System	769	114	35	15	933
Assigned (Work not Started)	353	15	1	6	375	40.19
Work In Progress	1	0	0	0	1	0.11
Pending (Waiting on More Info)	211	33	2	2	248	26.58
Resolved/Closed	204	66	32	7	309	33.12
New and Logged by %	82.42	12.22	3.75	1.61

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	367
Average Queue Time	5:21
Maximum Queue Time	31:45
% Calls Answered Within Service Target	69.70%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	903	446	308	18	1675
New and Logged in Service Desk System	903	124	109	18	1154
Assigned (Work not Started)	444	17	7	6	474	41.07
Work In Progress	0	2	0	0	2	0.17
Pending (Waiting on More Info)	226	34	6	2	268	23.22
Resolved/Closed	233	71	96	10	410	35.53
New and Logged by %	78.25	10.75	9.45	1.56

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	446
Average Queue Time	08:36
Maximum Queue Time	32:58
% Calls Answered Within Service Target	41.00%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	897	391	105	8	1401
New and Logged in Service Desk System	897	124	22	8	1051
Assigned (Work not Started)	266	10	2	5	283	26.93
Work In Progress	4	0	0	0	4	0.38
Pending (Waiting on More Info)	318	39	2	2	361	34.35
Resolved/Closed	309	75	18	1	403	38.34
New and Logged by %	85.35	11.80	2.09	0.76

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	391
Average Queue Time	06:32
Maximum Queue Time	24:26
% Calls Answered Within Service Target	65.94%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	766	351	75	16	1208
New and Logged in Service Desk System	766	115	14	16	911
Assigned (Work not Started)	180	16	0	4	200	21.95
Work In Progress	1	0	0	0	1	0.11
Pending (Waiting on More Info)	302	46	4	6	358	39.30
Resolved/Closed	283	53	10	6	352	38.64
New and Logged by %	84.08	12.62	1.54	1.76

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	351
Average Queue Time	06:37
Maximum Queue Time	30:39
% Calls Answered Within Service Target	63.41%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	662	353	50	8	1073
New and Logged in Service Desk System	662	88	5	8	763
Assigned (Work not Started)	175	3	0	1	179	23.46
Work In Progress	4	0	0	0	4	0.52
Pending (Waiting on More Info)	249	24	3	1	277	36.30
Resolved/Closed	194	61	2	6	263	34.47
New and Logged by %	86.76	11.53	0.66	1.05

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	353
Average Queue Time	9:05
Maximum Queue Time	31:28
% Calls Answered Within Service Target	49.05%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	399	175	26	9	609
New and Logged in Service Desk System	399	46	11	9	465
Assigned (Work not Started)	131	4	0	5	140	30.11
Work In Progress	2	0	0	0	2	0.43
Pending (Waiting on More Info)	30	1	0	0	31	6.67
Resolved/Closed	236	41	4	4	292	62.80
New and Logged by %	85.81	9.89	2.37	1.94

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	175
Average Queue Time	4:24
Maximum Queue Time	15:06
% Calls Answered Within Service Target	81.96%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	538	257	49	6	850
New and Logged in Service Desk System	538	68	15	6	627
Assigned (Work not Started)	113	4	1	4	122	19.46
Work In Progress	2	1	0	0	3	0.48
Pending (Waiting on More Info)	211	24	2	0	237	37.80
Resolved/Closed	212	39	12	2	265	42.26
New and Logged by %	85.81	10.85	2.39	0.96

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	257
Average Queue Time	6:53
Maximum Queue Time	24:28
% Calls Answered Within Service Target	62.25%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	630	317	89	12	1048
New and Logged in Service Desk System	630	78	44	12	764
Assigned (Work not Started)	84	6	2	2	94	12.30
Work In Progress	2	0	0	0	2	0.26
Pending (Waiting on More Info)	299	33	7	3	342	44.76
Resolved/Closed	245	39	35	7	326	42.67
New and Logged by %	82.46	10.21	5.76	1.57

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	317
Average Queue Time	4:31
Maximum Queue Time	16:18
% Calls Answered Within Service Target	70.73%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	637	354	109	10	1110
New and Logged in Service Desk System	637	108	60	10	815
Assigned (Work not Started)	66	4	0	4	74	9.08
Work In Progress	1	0	0	0	1	0.12
Pending (Waiting on More Info)	320	42	4	3	369	45.28
Resolved/Closed	250	62	56	3	371	45.52
New and Logged by %	78.16	13.25	7.36	1.23

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	354
Average Queue Time	5:19
Maximum Queue Time	20:15
% Calls Answered Within Service Target	63.91%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	599	296	90	13	998
New and Logged in Service Desk System	599	84	14	13	710
Assigned (Work not Started)	163	10	1	4	178	25.07
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	220	32	3	0	255	35.92
Resolved/Closed	216	42	10	9	277	39.01
New and Logged by %	84.37	11.83	1.97	1.83

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	296
Average Queue Time	5:59
Maximum Queue Time	27:26
% Calls Answered Within Service Target	58.74%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	709	279	14	8	1010
New and Logged in Service Desk System	709	100	29	8	846
Assigned (Work not Started)	228	11	1	5	245	28.96
Work In Progress	4	0	0	0	4	0.47
Pending (Waiting on More Info)	224	34	6	1	265	31.32
Resolved/Closed	253	55	22	2	332	39.24
New and Logged by %	83.81	11.82	3.43	0.95

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	279
Average Queue Time	04:33
Maximum Queue Time	27:13
% Calls Answered Within Service Target	74.39%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	765	351	141	11	1268
New and Logged in Service Desk System	765	122	15	11	913
Assigned (Work not Started)	116	7	1	0	124	13.58
Work In Progress	1	0	0	0	1	0.11
Pending (Waiting on More Info)	383	43	3	4	433	47.43
Resolved/Closed	265	72	11	6	354	38.77
New and Logged by %	83.79	13.36	1.64	1.20

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	351
Average Queue Time	04:17
Maximum Queue Time	20:44
% Calls Answered Within Service Target	70.02%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	637	265	206	14	1122
New and Logged in Service Desk System	637	96	86	14	833
Assigned (Work not Started)	182	6	3	1	192	23.05
Work In Progress	2	0	0	0	2	0.24
Pending (Waiting on More Info)	244	32	9	4	289	34.69
Resolved/Closed	209	58	74	9	350	42.02
New and Logged by %	76.47	11.52	10.32	1.68

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	265
Average Queue Time	04:31
Maximum Queue Time	16:18
% Calls Answered Within Service Target	68.99%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	614	325	51	8	998
New and Logged in Service Desk System	614	99	17	8	738
Assigned (Work not Started)	202	11	0	3	216	29.27
Work In Progress	1	1	0	0	2	0.27
Pending (Waiting on More Info)	234	29	2	2	267	36.18
Resolved/Closed	177	58	15	3	253	34.28
New and Logged by %	83.20	13.41	2.30	1.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	325
Average Queue Time	06:43
Maximum Queue Time	37:26
% Calls Answered Within Service Target	66.49%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	715	314	124	16	1169
New and Logged in Service Desk System	715	111	49	16	891
Assigned (Work not Started)	153	18	1	4	176	19.75
Work In Progress	3	0	0	0	3	0.34
Pending (Waiting on More Info)	299	33	7	5	344	38.61
Resolved/Closed	260	60	41	7	368	41.30
New and Logged by %	80.25	12.46	5.50	1.80

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	314
Average Queue Time	4:33
Maximum Queue Time	17:56
% Calls Answered Within Service Target	69.15%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	859	404	167	23	1453
New and Logged in Service Desk System	859	125	36	23	1043
Assigned (Work not Started)	185	12	3	9	209	20.04
Work In Progress	1	0	0	0	1	0.10
Pending (Waiting on More Info)	386	33	3	2	424	40.65
Resolved/Closed	287	80	30	12	409	39.21
New and Logged by %	82.36	11.98	3.45	2.21

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	404
Average Queue Time	6:00
Maximum Queue Time	22:36
% Calls Answered Within Service Target	63.95%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	984	403	177	22	1586
New and Logged in Service Desk System	984	130	57	22	1193
Assigned (Work not Started)	274	8	1	9	292	24.48
Work In Progress	3	0	0	0	3	0.25
Pending (Waiting on More Info)	377	44	10	5	436	36.55
Resolved/Closed	330	78	46	8	462	38.73
New and Logged by %	82.48	10.90	4.78	1.84

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	403
Average Queue Time	3:35
Maximum Queue Time	15:11
% Calls Answered Within Service Target	79.87%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1117	513	313	29	1972
New and Logged in Service Desk System	1117	153	72	29	1371
Assigned (Work not Started)	309	9	3	7	328	23.92
Work In Progress	9	0	0	0	9	0.66
Pending (Waiting on More Info)	456	53	5	5	519	37.86
Resolved/Closed	343	91	64	17	515	37.56
New and Logged by %	81.47	11.16	5.25	2.12	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	513
Average Queue Time	4:57
Maximum Queue Time	22:42
% Calls Answered Within Service Target	69.64%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1311	561	466	35	2373
New and Logged in Service Desk System	1311	181	146	35	1673
Assigned (Work not Started)	364	17	5	14	400	23.91
Work In Progress	7	1	0	0	8	0.48
Pending (Waiting on More Info)	524	50	15	6	595	35.56
Resolved/Closed	416	113	126	15	670	40.05
New and Logged by %	78.36	10.82	8.73	2.09

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	561
Average Queue Time	4:34
Maximum Queue Time	16:17
% Calls Answered Within Service Target	69.53%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1695	652	608	51	3006
New and Logged in Service Desk System	1695	216	136	51	2098
Assigned (Work not Started)	549	16	4	25	594	28.31
Work In Progress	5	0	0	0	5	0.24
Pending (Waiting on More Info)	666	66	6	4	742	35.37
Resolved/Closed	478	134	126	22	760	36.22
New and Logged by %	80.79	10.30	6.48	2.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	652
Average Queue Time	6:09
Maximum Queue Time	25:15
% Calls Answered Within Service Target	46.99%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1330	583	244	42	2199
New and Logged in Service Desk System	1330	181	173	42	1726
Assigned (Work not Started)	325	7	2	19	353	20.48
Work In Progress	4	0	0	0	4	0.23
Pending (Waiting on More Info)	566	58	12	6	642	37.24
Resolved/Closed	435	116	159	17	727	42.05
New and Logged by %	77.06	10.49	10.02	2.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	583
Average Queue Time	9:44
Maximum Queue Time	44:20
% Calls Answered Within Service Target	30.14%

Statistics Archive

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

Academic year 2021-2022

Academic year 2020-2021