June Help Desk Activity

Incoming Calls Graph

Work Orders Triaged: 57 – The Help Desk triages incoming computer work requests.

Phone Calls: 565

Email to Help Desk: 406 – 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: 6

Other: 20

Resolution of incoming calls and messages.

Call Resolutions Graph

First Call Resolution: 72% – this was low due to iPad swap tickets

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 7.5% – 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%

Help Desk Calls Abandoned

On Hold: 5.5% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Help Desk Average Wait Time 26 seconds

Customer Satisfaction

Average Customer Survey Score: 4.77 / 5.00

Surveys Completed: 18

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