January Help Desk Activity

Work Orders Triaged: 496 – The Help Desk triages incoming computer work requests.

Phone Calls: 1013

Email to Help Desk: 616 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 6 – 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: 13

Other: 35

Resolution of incoming calls and messages.

First Call Resolution: 77%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 6.7% – 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: 6.9% – 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: 4.92 / 5.00

Surveys Completed: 41

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