March Help Desk Activity

March total: Work Orders Triaged: 336 – The Help Desk triages incoming computer work requests.

Phone Calls: 698

Email to Help Desk: 381 – 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: 6

Other: 30

Resolution of incoming calls and messages.


First Call Resolution: 83%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 9.1% – 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%

Phone Calls: 698

On Hold: 7.7% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Average Wait: 29.0 secCustomer Satisfaction

Average Customer Survey Score: 4.85 / 5.00

Surveys Completed: 26

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