April Help Desk Activity

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 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: 622

Other: 77

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.

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%

Customer Satisfaction

Average Customer Survey Score: 4.81 / 5.00

Surveys Completed: 40

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