November Help Desk Activity

source-2016-12

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 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: 7 – 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: 5

Other: 45

Resolution of incoming calls and messages.

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*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 (6.6%) – This is the people that call but hang up when the Help Desk do not answer within the time they have available.

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On Hold – how long on average a caller waits to talk to us. (6.36% of total call time)

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Customer Satisfaction

Average Customer Survey Score: 4.96 / 5.00

Surveys Completed: 42

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