Work Orders Triaged: 828 – The Help Desk triages incoming Computer work requests.
Phone Calls: 2208
Voicemail Messages: 40
Email to Help Desk: 1333 – Email sent to helpdesk@svvsd.org *Starting in April 2016 all email sent to helpdesk@svvsd.org is automatically turned into a DTS work ticket.
Email to Personal Accounts: 75 – 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: 52
Other: 180
Resolution of incoming calls and messages.
*Non-Ticket: Starting in April 2016 all email sent to helpdesk@svvsd.org is automatically turned into a DTS work ticket. General communication email received by the Help Desk account 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 (12.1%) – 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. (13.5% of total call time)
Customer Satisfaction
Average Customer Survey Score: 4.91 / 5.00
Surveys Completed: 123