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 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: 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%
On Hold: 5.5% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%
Average Customer Survey Score: 4.77 / 5.00
Surveys Completed: 18