Work Orders Triaged: 581 – The Help Desk triages incoming Computer work requests.
Phone Calls: 1326
Voicemail Messages: 26
Email to Help Desk: 865 – 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: 44 – 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 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 (11.4%) – 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. (16.4% of total call time)
Average Customer Survey Score: 4.91 / 5.00
Surveys Completed: 46