November Help Desk Activity

Sources: Calls 1500+

Work Orders Triaged: 416 – The Help Desk triages incoming Computer work requests.

Phone Calls: 747

Voicemail Messages: 8

Email to Help Desk: 309 – Email sent to *Starting in April 2016 all email sent to is automatically turned into a DTS work ticket.

Email to Personal Accounts: 7 – Email sent to our named personal accounts. We request that all email be sent to This account is monitored and prioritized by all of us. Personal account are not monitored during absences.

Walk-ins/IM: 5

Other: 45

Resolution of incoming calls and messages.

Resolutions: Calls Answered: 40%, Issue Resolved 25%, Information Provided 15%

*Non-Ticket: Starting in April 2016 all email sent to 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 (6.6%) – 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. (6.36% of total call time)

Wait Time < .4 minutes

Customer Satisfaction

Average Customer Survey Score: 4.96 / 5.00

Surveys Completed: 42

Leave a Reply

You can use these HTML tags

<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>




All St. Vrain teachers and staff need to change their district passwords to meet the new district standards before leaving for summer break. (Instructions)