Work Orders Triaged (542): The Help Desk triages incoming Computer work requests.
Email to Help Desk (140): Email sent to email@example.com
Email to Personal Accounts (35): Email sent to our named personal accounts. We request that all email be sent to firstname.lastname@example.org. This account is monitored and prioritized by all of us. Personal account are not monitored during absences.
Phone Calls (770)
Voicemail Messages (25)
Resolution of incoming calls and messages.
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.