January Help Desk Activity


Work Orders Triaged (312): The Help Desk triages incoming Computer work requests.

Email to Help Desk (390): Email sent to helpdesk@svvsd.org

Email to Personal Accounts (235): Email sent to our named personal accounts. We request that all email be sent to helpdesk@svvsd.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)

Walk-ins/IM (36)

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.


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