Work Orders Triaged: 278 – The Help Desk triages incoming Computer work requests.
Phone Calls: 632
Voicemail Messages: 4
Email to Help Desk: 347 – Email sent to firstname.lastname@example.org *Starting in April 2016 all email sent to email@example.com is automatically turned into a DTS work ticket.
Email to Personal Accounts: 67 – Email sent to our named personal accounts. We request that all email be sent to firstname.lastname@example.org. This account is monitored and prioritized by all of us. Personal account are not monitored during absences.
Resolution of incoming calls and messages.
*Non-Ticket: Starting in April 2016 all email sent to email@example.com is automatically turned into a DTS work ticket. General communication email that received by the Help Desk is marked as Non-Ticket.
Ticket Routed – previously this was titled “Work Ticket Created” which was something of a misnomer. These tickets are one where the Help Desk had to route the ticket to some other group in DTS to resolve.
Phone Queue Activity
Calls Abandoned by Caller Before Answer (10.4%) – This is the people that call but hang up when the Help Desk do not answer within the time they have available.
On Hold – how long on average a caller waits to talk to us. (7.9% of total call time)
Average Customer Survey Score: 4.99 / 5.00
Surveys Completed: 51