August Help Desk Activity

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Work Orders Triaged:850 – The Help Desk triages incoming computer work requests.

Phone Calls: 2228

Voicemail Messages: 18

Email to Help Desk: 1389 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 17 – 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 Help Desk staff. Personal accounts are not monitored during absences.

Walk-ins/IMs: 28

Other:65

Resolution of incoming calls and messages.

70% First Call Resolution

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 11.79% – percentage of people that call but hang up when the Help Desk does not answer within the time they have available. Help Desk Goal <10%

Calls: computer: 1720, Infinite Campus: 508

On Hold: 12.71% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Average on hold time: 41.8 sec.

Customer Satisfaction

Average Customer Survey Score: 4.96 / 5.00

Surveys Completed: 86

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