November Help Desk Activity

Incoming

Work Orders Triaged (310): The Help Desk triages incoming Computer work requests.

Email to Help Desk (112): Email sent to helpdesk@svvsd.org

Email to Personal Accounts (37): 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 (469)

Voicemail Messages (10)

Walk-ins/IM (11)

Resolution of incoming calls and messages.

Resolution

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

Calls

Call Time – how long a call to the Help Desk takes

Length

On Hold – how long on average a caller waits to talk to us.

Answer

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