Work Orders Triaged: 345 – The Help Desk triages incoming computer work requests.
Phone Calls: 764
Email to Help Desk: 459 – Email sent to email@example.com
Email to Personal Accounts: 8 – Email sent to our named personal accounts. We request that all email be sent to firstname.lastname@example.org. This account is monitored and prioritized by all Help Desk staff. Personal accounts are not monitored during absences.
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 Customer Survey Score: 4.83 / 5.00
Surveys Completed: 15