Work Orders Triaged: 82 – The Help Desk triages incoming Computer work requests.
Phone Calls: 493
Voicemail Messages: 9
Email to Help Desk: 291 – Email sent to email@example.com *Starting in April 2016 all email sent to firstname.lastname@example.org is automatically turned into a DTS work ticket.
Email to Personal Accounts: 16 – Email sent to our named personal accounts. We request that all email be sent to email@example.com. 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 firstname.lastname@example.org is automatically turned into a DTS work ticket. General communication email received by the Help Desk acount 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 another DTS team to resolve.
Phone Queue Activity
Calls Abandoned by Caller Before Answer (10.6%) – 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. (8.8% of total call time)
Average Customer Survey Score: 4.84 / 5.00
Surveys Completed: 20