November Help Desk Activity

Source

Work Orders Triaged: 367 – The Help Desk triages incoming computer work requests.

Phone Calls: 957

Email to Help Desk: 439 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 1 – 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: 3

Other: 19

Resolution of incoming calls and messages.

First Call Resolution: 83%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 8.1% – 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: 6.4% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Customer Satisfaction

Average Customer Survey Score: 4.97 / 5.00

Surveys Completed: 22

Leave a Reply

You can use these HTML tags

<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>