September Help Desk Activity


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

Phone Calls: 1276

Email to Help Desk: 815 – Email sent to

Email to Personal Accounts: 11 – Email sent to our named personal accounts. We request that all email be sent to 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%


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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