May Help Desk Activity

Work Orders Triaged (273): The Help Desk triages incoming Computer work requests.

Email to Help Desk (158): Email sent to

Email to Personal Accounts (153): Email sent to our named personal accounts. We request that all email be sent to This account is monitored and prioritized by all of us. Personal account are not monitored during absences.

Phone Calls (817): Average call length: 7:43

Voicemail Messages (102)

Walk-ins/IM (21)

Resolution of incoming calls and messages.

Note: 45 (24%) of the Work Orders Created were for broken profiles. This issue is being investigated by the server admins.

Phone Queue Activity

Calls Abandoned by Caller Before Answer – people call but hang up when we do not answer within the time they have available

Call Time – how long a call to the Help Desk takes

On Hold – how long on average a caller waits to talk to us.

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