February Help Desk Activity

Calculation Change: Starting this month, I am modifying the way we calculate a number of our statistics. Previously, we did not show phone calls that were answered but not individually documented. Those are now included. The data in the graphs has been updated for the past year to reflect this change.

Screenshot 2016-03-11 14.27.40

Work Orders Triaged: 395 – The Help Desk triages incoming Computer work requests.

Phone Calls: 823

Voicemail Messages: 1

Email to Help Desk: 77 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 23 – 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: 10

Other: 7

Resolution of incoming calls and messages.

Screenshot 2016-03-11 14.27.22

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

Screenshot 2016-03-11 14.28.13

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

Screenshot 2016-03-11 14.28.28

Customer Survey Score: 4.85 / 5.00

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