September Help Desk Activity

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Work Orders Triaged: 602 – The Help Desk triages incoming computer work requests.

Phone Calls: 1276

Email to Help Desk: 815 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 11 – 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: 25

Other: 38

Resolution of incoming calls and messages.

First Call Resolution: 75%

First Call Resolution: 75%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 9.09% – 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%

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On Hold: 9.64% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Average Wait Time: 30.9 sec

Customer Satisfaction

Average Customer Survey Score: 4.76 / 5.00

Surveys Completed: 76

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