IT Service Desk Statistics

IT Service Desk Statistics for 2020/2021

Summary for Academic Year 2020-2021

Review	Total
Phone Calls (896 2000)	14,237
Emails (itservicedesk@tcd.ie)	34,402
Walk-In (Aras an Phiarsaigh)	0
Web Submissions	348
WebChat	2137
	51,124

Monthly Statistics

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2628	1150	137	23	3938
New and Logged in System	2628	330	36	23	3017
Resolved/Closed	1242	175	22	13	1452
Avg Closure Within 1 Week (%)					48.12

August Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1150
Average Queue Time	5:36
Average Maximum Queue Time	25:04
% Calls Answered Within Service Target*	63.03%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2121	1021	115	8	3265
New and Logged in Service Desk System	2121	376	30	8	2535
Resolved/Closed	1033	193	20	4	1250
Avg Closure Within 1 Week (%)					49.30

July Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1021
Average Queue Time	5:37
Average Maximum Queue Time	21:01
% Calls Answered Within Service Target	67.16%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2527	1175	172	23	3897
New and Logged in Service Desk System	2527	474	52	23	3076
Resolved/Closed	1320	251	27	10	1608
Avg Closure Within 1 Week (%)					52.27

June Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1175
Average Queue Time	4:32
Average Maximum Queue Time	17:07
% Calls Answered Within Service Target	77.49%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2382	1148	173	28	3731
New and Logged in Service Desk System	2382	421	53	28	2884
Resolved/Closed	1126	217	28	14	1385
Avg Closure Within 1 Week (%)					48.02

May Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1148
Average Queue Time	6:16
Average Maximum Queue Time	22:44
% Calls Answered Within Service Target	62.77%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2287	887	177	16	3367
New and Logged in Service Desk System	2287	372	31	16	2706
Resolved/Closed	1083	185	24	9	1301
Avg Closure Within 1 Week (%)					48.07

April Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	887
Average Queue Time	3:41
Average Maximum Queue Time	14.32
% Calls Answered Within Service Target	73.13%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2877	1149	192	35	4253
New and Logged in Service Desk System	2877	437	53	35	3402
Resolved/Closed	1633	229	34	15	1911
Avg Closure Within 1 Week (%)					56.17

March Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1149
Average Queue Time	3:54
Average Maximum Queue Time	12:54
% Calls Answered Within Service Target	77.13%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2729	1003	195	20	3947
New and Logged in Service Desk System	2729	346	58	20	3153
Resolved/Closed	1472	204	33	12	1721
Avg Closure Within 1 Week (%)					54.58

February Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1003
Average Queue Time	7:44
Average Maximum Queue Time	24:57
% Calls Answered Within Service Target	70.60%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	2571	945	138	30	3684
New and Logged in Service Desk System	2571	348	51	30	3000
Resolved/Closed	1304	212	32	17	1565
Avg Closure Within 1 Week (%)					52.17

January Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	945
Average Queue Time	4:01
Average Maximum Queue Time	18:24
% Calls Answered Within Service Target	80.04%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	1839	788	143	19	2789
New and Logged in Service Desk System	1839	322	40	19	2220
Resolved/Closed	1156	240	30	9	1435
Avg Closure Within 1 Week (%)					64.64

December Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	788
Average Queue Time	3:26
Average Maximum Queue Time	12:50
% Calls Answered Within Service Target	82.39%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	3440	1333	256	29	5058
New and Logged in Service Desk System	3440	581	94	29	4144
Resolved/Closed	1606	362	61	14	2043
Avg Closure Within 1 Week (%)					49.30

November Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1333
Average Queue Time	4:52
Average Maximum Queue Time	21:07
% Calls Answered Within Service Target	74.73%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	4547	1963	311	56	6877
New and Logged in Service Desk System	4547	727	121	56	5451
Resolved/Closed	2166	485	79	25	2755
Avg Closure Within 1 Week (%)					50.54

October Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1963
Average Queue Time	3:54
Average Maximum Queue Time	14:54
% Calls Answered Within Service Target	76.23%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	WebChat	Web	Total
Total Callers	5887	2281	311	79	8558
New and Logged in Service Desk System	5887	873	101	79	6940
Resolved/Closed	3133	627	71	30	3861
Avg Closure Within 1 Week (%)					55.63

September Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	2281
Average Queue Time	5:56
Average Maximum Queue Time	30:17
% Calls Answered Within Service Target	60.41%
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	776	344	31	9	1160
New and Logged in Service Desk System	776	84	7	9	876
Assigned (Work not Started)	90	7	1	2	100	11.42
Work In Progress	7	1	0	0	8	0.91
Pending (Waiting on More Info)	297	25	2	3	327	37.33
Resolved/Closed	382	51	4	4	441	50.34
New and Logged by %	88.58	9.59	0.80	1.03

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	344
Average Queue Time	05:46
Maximum Queue Time	23:27
% Calls Answered Within Service Target	56.31%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	711	304	51	4	1070
New and Logged in Service Desk System	711	96	12	4	823
Assigned (Work not Started)	130	6	2	2	140	17.01
Work In Progress	3	0	0	0	3	0.36
Pending (Waiting on More Info)	214	33	4	1	252	30.62
Resolved/Closed	364	57	6	1	428	52.00
New and Logged by %	86.39	11.66	1.46	0.49

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	304
Average Queue Time	05:49
Maximum Queue Time	28:25
% Calls Answered Within Service Target	68.73%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	671	277	29	10	987
New and Logged in Service Desk System	671	82	7	10	770
Assigned (Work not Started)	66	6	1	1	74	9.61
Work In Progress	3	0	0	0	3	0.39
Pending (Waiting on More Info)	275	38	1	1	315	40.91
Resolved/Closed	327	38	5	8	378	49.09
New and Logged by %	87.14	10.65	0.91	1.30

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	277
Average Queue Time	5:15
Maximum Queue Time	26:42
% Calls Answered Within Service Target	64.06%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	470	225	26	0	721
New and Logged in Service Desk System	470	68	10	0	548
Assigned (Work not Started)	78	6	1	0	85	15.51
Work In Progress	2	0	0	0	2	0.36
Pending (Waiting on More Info)	221	33	2	0	256	46.72
Resolved/Closed	169	29	7	0	205	37.41
New and Logged by %	85.77	12.41	1.82	0.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	225
Average Queue Time	5:44
Maximum Queue Time	23:31
% Calls Answered Within Service Target	59.65%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	607	266	23	5	901
New and Logged in Service Desk System	607	97	8	5	717
Assigned (Work not Started)	152	8	0	2	162	22.59
Work In Progress	2	1	0	0	3	0.42
Pending (Waiting on More Info)	204	42	2	0	248	34.59
Resolved/Closed	249	46	6	3	304	42.40
New and Logged by %	84.66	13.53	1.12	0.70

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	266
Average Queue Time	07:17
Maximum Queue Time	21:17
% Calls Answered Within Service Target	55.27%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	508	211	25	1	745
New and Logged in Service Desk System	508	69	5	1	583
Assigned (Work not Started)	35	3	0	0	38	6.52
Work In Progress	0	1	0	0	1	0.17
Pending (Waiting on More Info)	216	25	1	1	243	41.68
Resolved/Closed	257	40	4	0	301	51.63
New and Logged by %	87.14	11.84	0.86	0.17

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	211
Average Queue Time	4:42
Maximum Queue Time	19:35
% Calls Answered Within Service Target	69.37%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	476	276	38	2	792
New and Logged in Service Desk System	476	104	11	2	593
Assigned (Work not Started)	44	3	1	0	48	8.09
Work In Progress	2	1	0	0	3	0.51
Pending (Waiting on More Info)	182	47	4	1	234	39.46
Resolved/Closed	248	53	6	1	308	51.94
New and Logged by %	80.27	17.54	1.85	0.34

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	276
Average Queue Time	5:24
Maximum Queue Time	24:47
% Calls Answered Within Service Target	72.15%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	530	268	29	0	827
New and Logged in Service Desk System	530	106	6	0	642
Assigned (Work not Started)	60	14	0	0	74	11.53
Work In Progress	2	1	0	0	3	0.47
Pending (Waiting on More Info)	189	37	2	0	228	35.51
Resolved/Closed	279	54	4	0	337	52.49
New and Logged by %	82.55	16.51	0.93	0.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	268
Average Queue Time	5:08
Maximum Queue Time	18:28
% Calls Answered Within Service Target	71.84%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	498	253	29	7	787
New and Logged in Service Desk System	498	84	13	7	602
Assigned (Work not Started)	30	3	1	0	34	5.65
Work In Progress	2	0	0	0	2	0.33
Pending (Waiting on More Info)	211	36	6	4	257	42.69
Resolved/Closed	253	45	6	3	307	51.00
New and Logged by %	82.72	13.95	2.16	1.16

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	253
Average Queue Time	3:29
Maximum Queue Time	16:33
% Calls Answered Within Service Target	81.82%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	581	231	39	5	856
New and Logged in Service Desk System	581	90	8	5	684
Assigned (Work not Started)	71	6	0	2	79	11.55
Work In Progress	2	1	0	0	3	0.44
Pending (Waiting on More Info)	200	41	2	1	244	35.67
Resolved/Closed	307	42	6	2	357	52.19
New and Logged by %	84.94	13.16	1.17	0.73

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	231
Average Queue Time	4:14
Maximum Queue Time	16:33
% Calls Answered Within Service Target	74.72%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	521	240	38	2	801
New and Logged in Service Desk System	521	113	8	2	644
Assigned (Work not Started)	40	6	1	1	48	7.45
Work In Progress	4	1	0	0	5	0.78
Pending (Waiting on More Info)	205	50	3	1	259	40.22
Resolved/Closed	272	56	4	0	332	51.55
New and Logged by %	80.90	17.55	1.24	0.31

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	240
Average Queue Time	4:38
Maximum Queue Time	14:59
% Calls Answered Within Service Target	80.74%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	446	215	22	2	685
New and Logged in Service Desk System	446	72	9	2	529
Assigned (Work not Started)	41	3	1	1	46	8.70
Work In Progress	3	1	0	0	4	0.76
Pending (Waiting on More Info)	167	24	4	1	196	37.05
Resolved/Closed	235	44	4	0	283	53.50
New and Logged by %	84.31	13.61	1.00	1.00

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	215
Average Queue Time	4:48
Maximum Queue Time	17:26
% Calls Answered Within Service Target	72.58%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	585	306	51	9	951
New and Logged in Service Desk System	585	116	22	9	732
Assigned (Work not Started)	52	5	2	2	61	8.33
Work In Progress	3	1	0	0	4	0.55
Pending (Waiting on More Info)	252	54	8	3	317	43.31
Resolved/Closed	278	56	12	4	350	47.81
New and Logged by %	79.92	15.85	3.01	1.23

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	306
Average Queue Time	06:49
Maximum Queue Time	21:58
% Calls Answered Within Service Target	60.53%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	706	357	49	8	1120
New and Logged in Service Desk System	706	132	16	8	862
Assigned (Work not Started)	49	12	1	3	65	7.54
Work In Progress	5	2	0	0	7	0.81
Pending (Waiting on More Info)	351	59	8	1	419	48.61
Resolved/Closed	303	59	7	4	373	43.27
New and Logged by %	81.90	15.31	1.86	0.93

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	357
Average Queue Time	7:56
Maximum Queue Time	29:05
% Calls Answered Within Service Target	50.94%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	617	258	42	5	922
New and Logged in Service Desk System	617	89	10	5	721
Assigned (Work not Started)	42	3	0	0	45	6.24
Work In Progress	1	0	0	0	1	0.14
Pending (Waiting on More Info)	244	33	4	2	283	39.25
Resolved/Closed	330	53	6	3	392	54.37
New and Logged by %	85.58	12.34	1.39	0.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	258
Average Queue Time	6:02
Maximum Queue Time	21:38
% Calls Answered Within Service Target	68.18%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	474	227	31	6	738
New and Logged in Service Desk System	474	84	5	6	569
Assigned (Work not Started)	36	5	0	2	43	7.56
Work In Progress	2	1	0	0	3	0.53
Pending (Waiting on More Info)	221	29	2	1	253	44.46
Resolved/Closed	215	49	3	3	270	47.45
New and Logged by %	83.30	14.76	0.88	1.05

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	227
Average Queue Time	4:19
Maximum Queue Time	18:17
% Calls Answered Within Service Target	71.43%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	626	264	52	2	944
New and Logged in Service Desk System	626	95	14	2	737
Assigned (Work not Started)	84	8	0	0	92	12.48
Work In Progress	4	0	0	0	4	0.54
Pending (Waiting on More Info)	239	40	3	0	282	38.26
Resolved/Closed	299	47	11	2	359	48.71
New and Logged by %	84.94	12.89	1.90	0.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	264
Average Queue Time	03:28
Maximum Queue Time	15:32:00
% Calls Answered Within Service Target	70.11%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	600	220	48	5	873
New and Logged in Service Desk System	600	96	5	5	706
Assigned (Work not Started)	66	10	0	2	78	11.05
Work In Progress	2	2	0	0	4	0.57
Pending (Waiting on More Info)	266	44	2	1	313	44.33
Resolved/Closed	266	40	3	2	311	44.05
New and Logged by %	84.99	13.60	0.71	0.71

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	220
Average Queue Time	02:34
Maximum Queue Time	09:13
% Calls Answered Within Service Target	71.19%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	542	227	39	4	812
New and Logged in Service Desk System	542	92	7	4	645
Assigned (Work not Started)	44	3	0	1	48	7.44
Work In Progress	5	0	0	0	5	0.78
Pending (Waiting on More Info)	234	41	2	0	277	42.95
Resolved/Closed	259	48	5	3	315	48.84
New and Logged by %	84.03	14.26	1.09	0.62

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	227
Average Queue Time	03:57
Maximum Queue Time	16:32:00
% Calls Answered Within Service Target	73.88%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	519	176	38	5	738
New and Logged in Service Desk System	519	89	5	5	618
Assigned (Work not Started)	27	5	0	0	32	5.18
Work In Progress	5	1	0	0	6	0.97
Pending (Waiting on More Info)	228	33	0	3	264	42.72
Resolved/Closed	259	50	5	2	316	51.13
New and Logged by %	83.98	14.40	0.81	0.81

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	176
Average Queue Time	04:46
Maximum Queue Time	16:52:00
% Calls Answered Within Service Target	77.34%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	567	232	40	3	842
New and Logged in Service Desk System	567	97	11	3	678
Assigned (Work not Started)	112	8	0	1	121	17.85
Work In Progress	1	0	0	0	1	0.15
Pending (Waiting on More Info)	212	40	4	1	257	37.91
Resolved/Closed	242	49	7	1	299	44.10
New and Logged by %	83.63	14.31	1.62	0.44

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	232
Average Queue Time	03:59
Maximum Queue Time	13:51:00
% Calls Answered Within Service Target	75.50%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	650	221	31	8	910
New and Logged in Service Desk System	650	83	7	8	748
Assigned (Work not Started)	42	5	0	3	50	6.68
Work In Progress	4	1	0	0	5	0.67
Pending (Waiting on More Info)	285	37	2	1	325	43.45
Resolved/Closed	319	40	5	4	368	49.20
New and Logged by %	86.90	11.10	0.94	1.07

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	221
Average Queue Time	3:41
Maximum Queue Time	12:15
% Calls Answered Within Service Target	79.92%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	508	197	36	7	748
New and Logged in Service Desk System	508	70	10	7	595
Assigned (Work not Started)	42	4	0	1	47	7.90
Work In Progress	3	0	0	0	3	0.50
Pending (Waiting on More Info)	204	20	3	1	228	38.32
Resolved/Closed	259	46	7	5	317	53.28
New and Logged by %	90.09	9.27	0.00	0.63

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	197
Average Queue Time	3:27
Maximum Queue Time	10:04
% Calls Answered Within Service Target	79.57%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	576	247	34	7	864
New and Logged in Service Desk System	576	91	16	7	690
Assigned (Work not Started)	9	6	0	4	19	2.75
Work In Progress	2	3	0	0	5	0.72
Pending (Waiting on More Info)	7	37	9	3	56	8.12
Resolved/Closed	558	45	7	0	610	88.41
New and Logged by %	83.48	13.19	2.32	1.01

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	247
Average Queue Time	4:08
Maximum Queue Time	13:31
% Calls Answered Within Service Target	75.00%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	576	252	51	10	889
New and Logged in Service Desk System	576	96	9	10	691
Assigned (Work not Started)	55	5	0	2	62	8.97
Work In Progress	2	0	0	0	2	0.29
Pending (Waiting on More Info)	264	42	1	3	310	44.86
Resolved/Closed	255	49	8	5	317	45.88
New and Logged by %	83.36	13.89	1.30	1.45

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	252
Average Queue Time	416
Maximum Queue Time	14:52
% Calls Answered Within Service Target	75.68%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	642	209	35	3	889
New and Logged in Service Desk System	642	77	16	3	738
Assigned (Work not Started)	87	5	0	0	92	12.47
Work In Progress	2	0	0	0	2	0.27
Pending (Waiting on More Info)	302	34	8	0	344	46.61
Resolved/Closed	258	38	8	3	307	41.60
New and Logged by %	86.99	10.43	2.17	0.41

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	209
Average Queue Time	13:47
Maximum Queue Time	1:25:31
% Calls Answered Within Service Target	42.97%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	613	226	34	4	877
New and Logged in Service Desk System	613	83	4	4	704
Assigned (Work not Started)	53	1	0	1	55	7.81
Work In Progress	3	0	0	0	3	0.43
Pending (Waiting on More Info)	227	30	0	2	259	36.79
Resolved/Closed	330	52	4	1	387	54.97
New and Logged by %	87.07	11.79	0.57	0.57

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	226
Average Queue Time	5:08
Maximum Queue Time	22:45
% Calls Answered Within Service Target	76.47%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	638	257	58	7	960
New and Logged in Service Desk System	638	88	25	7	758
Assigned (Work not Started)	15	4	1	0	20	2.64
Work In Progress	4	0	0	0	4	0.53
Pending (Waiting on More Info)	245	34	12	2	293	38.65
Resolved/Closed	374	50	12	5	441	58.18
New and Logged by %	84.17	11.61	3.30	0.92

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	257
Average Queue Time	6:39
Maximum Queue Time	27:18
% Calls Answered Within Service Target	67.51%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	836	311	68	6	1221
New and Logged in Service Desk System	836	98	13	6	953
Assigned (Work not Started)	37	5	0	2	44	4.62
Work In Progress	2	0	0	0	2	0.21
Pending (Waiting on More Info)	287	29	4	1	321	33.68
Resolved/Closed	510	64	9	3	586	61.49
New and Logged by %	87.72	10.28	1.36	0.63

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	311
Average Queue Time	5:25
Maximum Queue Time	24:50
% Calls Answered Within Service Target	67.81%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	726	249	38	6	1019
New and Logged in Service Desk System	726	92	8	6	832
Assigned (Work not Started)	63	1	0	0	64	7.69
Work In Progress	3	0	0	0	3	0.36
Pending (Waiting on More Info)	283	41	4	3	331	39.78
Resolved/Closed	376	50	4	3	433	52.04
New and Logged by %	87.26	11.06	0.96	0.72

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	249
Average Queue Time	04:11
Maximum Queue Time	14:31
% Calls Answered Within Service Target	80.94%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	608	221	35	6	870
New and Logged in Service Desk System	608	95	12	6	721
Assigned (Work not Started)	51	6	0	0	57	7.91
Work In Progress	1	1	0	0	2	0.28
Pending (Waiting on More Info)	254	31	2	1	288	39.94
Resolved/Closed	302	57	10	5	374	51.87
New and Logged by %	84.33	13.18	1.66	0.83

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	221
Average Queue Time	05:04
Maximum Queue Time	26:39
% Calls Answered Within Service Target	78.52%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	656	230	35	8	929
New and Logged in Service Desk System	656	86	19	8	769
Assigned (Work not Started)	33	3	0	0	36	4.68
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	283	32	10	4	329	42.78
Resolved/Closed	340	51	9	4	404	52.54
New and Logged by %	85.31	11.18	2.47	1.04

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	230
Average Queue Time	02:24
Maximum Queue Time	9:46
% Calls Answered Within Service Target	85.52%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	581	245	30	10	866
New and Logged in Service Desk System	581	75	12	10	678
Assigned (Work not Started)	32	4	0	5	41	6.05
Work In Progress	1	0	0	0	1	0.15
Pending (Waiting on More Info)	262	17	3	0	282	41.59
Resolved/Closed	286	54	9	5	354	52.21
New and Logged by %	85.69	11.06	1.77	1.47

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	245
Average Queue Time	04:37
Maximum Queue Time	22:43
% Calls Answered Within Service Target	74.74%