November Help Desk Activity

Incoming

Work Orders Triaged: 446 – The Help Desk triages incoming Computer work requests.

Phone Calls: 418

Voicemail Messages: 6

Email to Help Desk: 59 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 10 – 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.

Walk-ins/IM: 22

Other: 10

Resolution of incoming calls and messages.

Resolutions

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

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

Speed

Customer Survey Score: 4.87 / 5.00

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