Work Orders Triaged: 392 – The Help Desk triages incoming Computer work requests.
Phone Calls: 801
Voicemail Messages: 184
Email to Help Desk: 454 – 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: 7 – 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 account is marked as Non-Ticket.
Phone Queue Activity
Calls Abandoned by Caller Before Answer: 8.08% – percentage of people that call but hang up when the Help Desk do not answer within the time they have available. Help Desk Goal <10%
On Hold: 8.04% – percentage of how long the average caller waits on hold as compared to their entire call time. Help Desk Goal <10%
Average Customer Survey Score: 4.81 / 5.00
Surveys Completed: 40