October Help Desk Activity


Work Orders Triaged (542): The Help Desk triages incoming Computer work requests.

Email to Help Desk (140): Email sent to [email protected]

Email to Personal Accounts (35): Email sent to our named personal accounts. We request that all email be sent to help[email protected]. This account is monitored and prioritized by all of us. Personal account are not monitored during absences.

Phone Calls (770)

Voicemail Messages (25)

Walk-ins/IM (17)

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.


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