Work Orders Triaged (268): The Help Desk triages incoming Computer work requests.
Email to Help Desk (301): Email sent to firstname.lastname@example.org
Email to Personal Accounts (89): Email sent to our named personal accounts. We request that all email be sent to email@example.com. This account is monitored and prioritised by all of us. Personal account are not monitored during absences.
Phone Calls (1065): Average call length: 7:43
Voicemail Messages (175)
Resolution of incoming calls and messages.
Note: 164 (46%) 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.