Work Orders Triaged (312): The Help Desk triages incoming Computer work requests.
Email to Help Desk (390): Email sent to email@example.com
Email to Personal Accounts (235): Email sent to our named personal accounts. We request that all email be sent to firstname.lastname@example.org. This account is monitored and prioritised by all of us. Personal account are not monitored during absences.
Phone Calls (1378): Average call length: 7:53
Voicemail Messages (293)
Resolution of incoming calls and messages.
Note: 215 (45%) of the Work Orders Created were for broken profiles. This issue is being investigated by the server admins.
Phone Queue Activity
Abandoned Calls – people call but hang up when we do not answer within the time they have available
On Hold – how long on average a caller waits to talk to us.