February Help Desk Activity

1614 Total Tickets

Work Orders Triaged: 345 – The Help Desk triages incoming computer work requests.

Phone Calls: 764

Email to Help Desk: 459 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 8 – 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: 14

Other: 23

Resolution of incoming calls and messages.

First Call Resolution: 78%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 8.8% – 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: 6.5% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Average Wait: 26 sec

Customer Satisfaction

Average Customer Survey Score: 4.83 / 5.00

Surveys Completed: 15

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