December Help Desk Activity

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Work Orders Triaged: 194 – The Help Desk triages incoming Computer work requests.

Phone Calls: 372

Voicemail Messages: 9

Email to Help Desk: 69 – Email sent to

Email to Personal Accounts: 40 – Email sent to our named personal accounts. We request that all email be sent to This account is monitored and prioritized by all of us. Personal account are not monitored during absences.

Walk-ins/IM: 7

Other: 6

Resolution of incoming calls and messages.

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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

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

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Customer Survey Score: 4.95 / 5.00

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