Work Orders Triaged (273): The Help Desk triages incoming Computer work requests.
Email to Help Desk (158): Email sent to firstname.lastname@example.org
Email to Personal Accounts (153): Email sent to our named personal accounts. We request that all email be sent to email@example.com. 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)
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.