June Help Desk Activity

Work Orders Triaged (67): The Help Desk triages incoming Computer work requests.

Email to Help Desk (72): Email sent to helpdesk@svvsd.org

Email to Personal Accounts (47): 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 456)

Voicemail Messages (44)

Walk-ins/IM (15)

Resolution of incoming calls and messages.

Note: This month we started tracking Training Provided. These calls previously were considered part of Information Provided. The difference is that Training Provided is for calls where the information provided resolves an issue.

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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