April Help Desk Activity

Total Call: 1501

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

Phone Calls: 686

Email to Help Desk: 409 – 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: 11

Other: 26

Resolution of incoming calls and messages.


First Call Resolution: 76%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 4.6% – 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%

Total Phone Calls: 686

On Hold: 6.2% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Average wait time: 18 sec.

Customer Satisfaction

Average Customer Survey Score: 4.97 / 5.00

Surveys Completed: 21

Leave a Reply

Your email address will not be published. Required fields are marked *