May Help Desk Activity

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

Email to Help Desk (158): Email sent to helpdesk@svvsd.org

Email to Personal Accounts (153): Email sent to our named personal accounts. We request that all email be sent to helpdesk@svvsd.org. 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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