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Getting Help

IS Services Helpdesk Statistics

Below are the statistics for email, phone, personal callers and web enquiries to the IS Services Helpdesk Service.

For statistics from previous academic years please click on the relevant link below:

IS Services Helpdesk Statistics 2011-2012
IS Services Helpdesk Statistics 2010-2011
IS Services Helpdesk Statistics 2009-2010
IS Services Helpdesk Statistics 2008-2009

Summary for Academic Year 2012-2013

Phone Calls (896 2000) 12694
Emails (helpdesk@tcd.ie) 12331
Walk-In (Áras an Phiarsaigh) 9868
Web Submissions (http://helpdesk.tcd.ie) 305
Total 35198
helpdesk_statistics

 

 

Monthly Summaries

April 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1020
1139
556
24
2739
New & Logged in Helpdesk System
1020
413
116
24
1573
Resolved/Closed
422
267
104
6
799
Avg Closure Within 1 Week (%)
50.79

April Telephone Calls to the Helpdesk Service

Total Number of Calls
1139
Average Queue Time
3:13
Average Maximum Queue Time
11:31
% Calls Answered Within Service Target*
89.40%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers
1140
1154
677
24
2995
New & Logged in Helpdesk System
1140
388
126
24
1678
Resolved/Closed
434
255
111
7
807
Avg Closure Within 1 Week (%)
48.09

March Telephone Calls to the Helpdesk Service

Total Number of Calls
1154
Average Queue Time
4:02
Average Maximum Queue Time
18:03
% Calls Answered Within Service Target*
87.26%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

Feburary 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1256
1376
766
30
 3428
New & Logged in Helpdesk System
1256
448
156
30
1890
Resolved/Closed
548
259
 137 8
952
Avg Closure Within 1 Week (%)
50.37

Feburary Telephone Calls to the Helpdesk Service

Total Number of Calls
1256
Average Queue Time
4:55
Average Maximum Queue Time
21:00
% Calls Answered Within Service Target*
83.21
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2013

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1581
1743
1229
49
 4602
New & Logged in Helpdesk System
1581
565
291
42
2479
Resolved/Closed
652
321
 256 18
1247
Avg Closure Within 1 Week (%)
50.30

January Telephone Calls to the Helpdesk Service

Total Number of Calls
1743
Average Queue Time
4:22
Average Maximum Queue Time
15:59
% Calls Answered Within Service Target*
86.15
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 811
833
526
13
 2183
New & Logged in Helpdesk System
811
316
87
13
1227
Resolved/Closed
371
225
 82 5
683
Avg Closure Within 1 Week (%)
55.66

December Telephone Calls to the Helpdesk Service

Total Number of Calls
833
Average Queue Time
4:00
Average Maximum Queue Time
17:08
% Calls Answered Within Service Target*
89.50
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1655
1623
1355
29
 4662
New & Logged in Helpdesk System
1655
632
204
29
2520
Resolved/Closed
554
414
 176 10
1154
Avg Closure Within 1 Week (%)
45.79

November Telephone Calls to the Helpdesk Service

Total Number of Calls
1623
Average Queue Time
5:49
Average Maximum Queue Time
20:20
% Calls Answered Within Service Target*
85.50
*Service Target = 75% of all incoming calls answered within 15 minutes                          

October 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 1763
1893
1943
56
 5655
New & Logged in Helpdesk System
1763
811
59
56
2689
Resolved/Closed
716
439
 33 24
1212
Avg Closure Within 1 Week (%)
45.07

October Telephone Calls to the Helpdesk Service

Total Number of Calls
1893
Average Queue Time
7:58
Average Maximum Queue Time
25:06
% Calls Answered Within Service Target*
90.19
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2012

Call Source
Email
Phone
Walk-In
Web
Total
Total Callers 2269
2081
2479
62
 6891
New & Logged in Helpdesk System
2269
824
66
62
3221
Resolved/Closed
705
457
 40 18
1220
Avg Closure Within 1 Week (%)
37.88

September Telephone Calls to the Helpdesk Service

Total Number of Calls 2081
Average Queue Time 5:16
Average Maximum Queue Time 19:50
% Calls Answered Within Service Target* Not Available
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

Weekly Statistics

Week ending 19th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 296 306 128 10 740  
New & Logged in Helpdesk System 296 133 47 10 486  
Assigned (Work not Started) 60 4 3 1 68 13.99
Work In Progress 11 2 0 0 13 2.67
Pending (Waiting on More Info) 83 30 2 3 118 24.28
Resolved/Closed 142 97 42 6 287 59.05
New & Logged by % 60.91 27.37 9.67 2.06  

Telephone Calls to the Helpdesk Service

Total Number of Calls 306
Average Queue Time 04:40:00
Maximum Queue Time 16:23:00
% Calls Answered Within Service Target* 83:79%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 12th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
312
262
90
4
668
 
New & Logged in Helpdesk System
312
102
38
4
456
 
Assigned (Work not Started)
58
6
0
1
65
14.25
Work In Progress
7
6
0
2
15
3.29
Pending (Waiting on More Info)
78
21
2
1
102
22.37
Resolved/Closed
169
69
36
0
274
60.09
New & Logged by %
68.42
22.37
8.33
0.88
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
262
Average Queue Time
2:59
Maximum Queue Time
33:46
% Calls Answered Within Service Target*
88.18%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 5th May 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
228
284
119
4
635
 
New & Logged in Helpdesk System
228
103
54
4
389
 
Assigned (Work not Started)
74
8
3
1
86
22.11
Work In Progress
2
1
0
0
3
0.77
Pending (Waiting on More Info)
73
34
4
1
112
28.79
Resolved/Closed
79
60
47
2
188
48.33
New & Logged by %
58.61
26.48
13.88
1.03
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
284
Average Queue Time
2:39
Maximum Queue Time
10:14
% Calls Answered Within Service Target*
91.91%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 28th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
266
301
123
4
694
 
New & Logged in Helpdesk System
266
108
32
4
410
 
Assigned (Work not Started)
76
9
1
2
88
21.46
Work In Progress
6
0
0
1
7
1.71
Pending (Waiting on More Info)
73
22
1
0
96
23.41
Resolved/Closed
111
77
30
1
219
53.41
New & Logged by %
64.88
26.34
7.80
0.98
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
301
Average Queue Time
3:43
Maximum Queue Time
12:16
% Calls Answered Within Service Target*
90.12%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
246
295
162
5
655
 
New & Logged in Helpdesk System
246
98
24
5
373
 
Assigned (Work not Started)
75
6
2
1
84
22.52
Work In Progress
0
1
0
0
1
0.27
Pending (Waiting on More Info)
68
36
1
2
107
28.69
Resolved/Closed
103
55
21
2
181
48.53
New & Logged by %
65.95
26.27
6.43
1.34
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
295
Average Queue Time
3:05
Maximum Queue Time
11:29
% Calls Answered Within Service Target*
89.94%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 14th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
275
301
157
6
680
 
New & Logged in Helpdesk System
275
116
32
6
429
 
Assigned (Work not Started)
56
18
0
0
74
17.25
Work In Progress
0
2
0
1
3
0.70
Pending (Waiting on More Info)
106
31
1
4
142
33.10
Resolved/Closed
113
65
31
1
210
48.95
New & Logged by %
64.10
27.04
7.46
1.40
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
301
Average Queue Time
2:51
Maximum Queue Time
10:03
% Calls Answered Within Service Target*
89.55%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 7th April 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
233
242
114
9
598
 
New & Logged in Helpdesk System
233
91
28
9
361
 
Assigned (Work not Started)
61
5
3
1
70
19.39
Work In Progress
6
0
3
0
9
2.49
Pending (Waiting on More Info)
71
16
0
6
93
25.76
Resolved/Closed
95
70
22
2
189
52.35
New & Logged by %
64.54
25.21
7.76
2.49
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
242
Average Queue Time
3:15
Maximum Queue Time
12:16
% Calls Answered Within Service Target*
88.00%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 31st March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 218 246 161 2 627  
New & Logged in Helpdesk System 218 92 32 2 344  
Assigned (Work not Started) 80 13 1 1 95 27.62
Work In Progress 1 1 0 0 2 0.58
Pending (Waiting on More Info) 74 21 2 1 98 28.49
Resolved/Closed 63 56 29 0 148 43.02
New & Logged by % 63.37 26.74 9.30 0.58  

Telephone Calls to the Helpdesk Service

Total Number of Calls
246
Average Queue Time
3:54
Maximum Queue Time
17:44
% Calls Answered Within Service Target*
85.07%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 24th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
254
243
143
7
647
 
New & Logged in Helpdesk System
254
109
29
7
399
 
Assigned (Work not Started)
71
8
2
2
83
20.80
Work In Progress
7
2
0
0
9
2.26
Pending (Waiting on More Info)
83
23
3
4
113
28.32
Resolved/Closed
93
76
24
1
194
48.62
New & Logged by %
63.66
27.32
7.27
1.75
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
243
Average Queue Time
3:44
Maximum Queue Time
15:32
% Calls Answered Within Service Target*
90.30%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
303
310
191
8
812
 
New & Logged in Helpdesk System
303
94
36
8
441
 
Assigned (Work not Started)
73
6
3
1
83
18.82
Work In Progress
2
2
1
0
5
1.13
Pending (Waiting on More Info)
99
17
0
3
119
26.98
Resolved/Closed
129
69
32
4
234
53.06
New & Logged by %
68.71
21.32
8.16
1.81
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
303
Average Queue Time
3:36
Maximum Queue Time
13:25
% Calls Answered Within Service Target*
90.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 10th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 365 355 182 7 909  
New & Logged in Helpdesk System 365 93 29 7 494  
Assigned (Work not Started) 89 10 3 0 102 20.65
Work In Progress 4 2 0 0 6 1.21
Pending (Waiting on More Info) 123 27 0 5 155 31.38
Resolved/Closed 149 54 26 2 231 46.76
New & Logged by % 73.89 18.83 5.87 1.42    

Telephone Calls to the Helpdesk Service

Total Number of Calls 355
Average Queue Time 4:54
Maximum Queue Time 25:31
% Calls Answered Within Service Target* 83.37
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3th March 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 254 318 165 6 743  
New & Logged in Helpdesk System 254 102 24 6 386  
Assigned (Work not Started) 59 12 3 2 76 19.69
Work In Progress 3 0 0 0 3 0.78
Pending (Waiting on More Info) 81 39 0 3 123 31.87
Resolved/Closed 111 51 21 1 184 47.67
New & Logged by % 65.80 26.42 6.22 1.55    

Telephone Calls to the Helpdesk Service

Total Number of Calls 318
Average Queue Time 4:14
Maximum Queue Time 19:19
% Calls Answered Within Service Target* 86.30
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 24th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 348 368 180 11 907  
New & Logged in Helpdesk System 348 121 47 11 527  
Assigned (Work not Started) 115 15 1 2 133 25.24
Work In Progress 3 1 0 0 4 0.76
Pending (Waiting on More Info) 107 31 6 6 150 28.46
Resolved/Closed 226 74 40 3 343 65.09
New & Logged by % 66.03 22.96 8.92 2.09    

Telephone Calls to the Helpdesk Service

Total Number of Calls 368
Average Queue Time 4:58
Maximum Queue Time 20:05
% Calls Answered Within Service Target* 83.02
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 17th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 304 328 196 9 837  
New & Logged in Helpdesk System 304 98 31 9 442  
Assigned (Work not Started) 87 11 3 2 103 23.30
Work In Progress 2 1 1 0 4 0.90
Pending (Waiting on More Info) 131 25 1 4 161 36.43
Resolved/Closed 84 61 26 3 174 39.37
New & Logged by % 68.78 22.17 7.01 2.04    

Telephone Calls to the Helpdesk Service

Total Number of Calls 328
Average Queue Time 3:44
Maximum Queue Time 18:23
% Calls Answered Within Service Target* 86.44
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 350
362
225
4
941
  
New & Logged in Helpdesk System
350
127
54
4
535
  
Assigned (Work not Started)
74
14
2
0
90
16.82
Work In Progress
5
1
0
0
6
1.12
Pending (Waiting on More Info)
144
39
2
3
188
35.14
Resolved/Closed
127
73
50
1
251
46.92
New & Logged by %
65.42
23.74
10.09
0.75
    

Telephone Calls to the Helpdesk Service

Total Number of Calls
362
Average Queue Time
06:45
Maximum Queue Time
26:15
% Calls Answered Within Service Target*
77.10
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 3rd Feburary 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 293
372
229
7
901
  
New & Logged in Helpdesk System
293
119
49
7
468
  
Assigned (Work not Started)
79
18
3
1
101
21.58
Work In Progress
6
0
0
0
6
1.28
Pending (Waiting on More Info)
115
34
6
4
159
33.97
Resolved/Closed
93
67
40
2
202
43.16
New & Logged by %
62.61
25.43
10.47
1.50
    

Telephone Calls to the Helpdesk Service

Total Number of Calls
372
Average Queue Time
03:07
Maximum Queue Time
12:07
% Calls Answered Within Service Target*
86.51
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 27th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 336 368 294 11 1009  
New & Logged in Helpdesk System 336 125 45 11 517  
Assigned (Work not Started) 107 9 2 2 120 23.21
Work In Progress 3 3 1 0 7 1.35
Pending (Waiting on More Info) 115 38 6 5 164 31.72
Resolved/Closed 111 75 36 4 226 43.71
New & Logged by % 64.99 24.18 8.70 2.13    

Telephone Calls to the Helpdesk Service

Total Number of Calls 368
Average Queue Time 03:49
Maximum Queue Time 18:25:00
% Calls Answered Within Service Target* 87.80%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 20th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
383
443
420
19
1265
New & Logged in Helpdesk System
383
149
111
19
662
Assigned (Work not Started)
108
20
5
5
138
20.85
Work In Progress
4
2
3
0
9
1.36
Pending (Waiting on More Info)
141
34
4
8
187
28.25
Resolved/Closed
130
93
99
6
328
49.55
New & Logged by %
57.85
22.51
16.77
2.87

Telephone Calls to the Helpdesk Service

Total Number of Calls
443
Average Queue Time
8:27
Maximum Queue Time
16:03
% Calls Answered Within Service Target*
82.89%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
437
392
203
10
1042
New & Logged in Helpdesk System
437
115
77
3
632
Assigned (Work not Started)
97
15
1
3
116
18.35
Work In Progress
5
5
0
0
10
1.58
Pending (Waiting on More Info)
105
29
1
0
135
21.36
Resolved/Closed
230
66
75
4
375
59.34
New & Logged by %
69.15
18.20
12.18
0.47

Telephone Calls to the Helpdesk Service

Total Number of Calls
392
Average Queue Time
4:39
Maximum Queue Time
21:38
% Calls Answered Within Service Target*
82.28%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 6th January 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
132
168
83
2
385
New & Logged in Helpdesk System
132
57
9
2
200
Assigned (Work not Started)
39
4
1
0
44
22.00
Work In Progress
0
15
0
0
15
7.50
Pending (Waiting on More Info)
48
0
2
0
50
25.00
Resolved/Closed
88
20
6
2
116
58.00
New & Logged by %
66.00
28.50
4.50
1.00

Telephone Calls to the Helpdesk Service

Total Number of Calls
168
Average Queue Time
2:22
Maximum Queue Time
11:44
% Calls Answered Within Service Target*
91.30
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 23rd December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
204
246
87
4
541
New & Logged in Helpdesk System
204
88
12
4
308
Assigned (Work not Started)
40
8
1
0
49
15.91
Work In Progress
0
1
0
0
1
0.32
Pending (Waiting on More Info)
29
3
1
1
34
11.04
Resolved/Closed
135
76
10
3
224
72.73
New & Logged by %
66.23
28.57
3.90
1.30

Telephone Calls to the Helpdesk Service

Total Number of Calls
246
Average Queue Time
03:59
Maximum Queue Time
14:57
% Calls Answered Within Service Target*
91.45
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 16th December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
289
265
207
3
764
New & Logged in Helpdesk System
289
113
22
3
427
Assigned (Work not Started)
85
11
1
2
99
23.19
Work In Progress
1
1
0
0
2
0.47
Pending (Waiting on More Info)
89
40
0
0
129
30.21
Resolved/Closed
114
61
21
1
197
46.14
New & Logged by %
67.68
26.46
5.15
0.70

Telephone Calls to the Helpdesk Service

Total Number of Calls
265
Average Queue Time
04:25
Maximum Queue Time
16:55
% Calls Answered Within Service Target*
86.56
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th December 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers 318 322 232 6 878  
New & Logged in Helpdesk System 318 115 53 6 492  
Assigned (Work not Started) 107 10 0 2 119 24.19
Work In Progress 1 0 1 0 2 0.41
Pending (Waiting on More Info) 88 17 1 3 109 22.15
Resolved/Closed 122 88 51 1 262 53.25
New & Logged by % 64.63 23.37 10.77 1.22  

Telephone Calls to the Helpdesk Service

Total Number of Calls 322
Average Queue Time 03:41
Maximum Queue Time 19:32:00
% Calls Answered Within Service Target* 90.65%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 2nd December 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
331
327
257
1
916
  
New & Logged in Helpdesk System
331
144
57
1
533
  
Assigned (Work not Started)
116
17
3
0
136
25.52
Work In Progress
1
1
0
0
2
0.38
Pending (Waiting on More Info)
108
34
7
1
150
28.14
Resolved/Closed
106
92
47
0
245
45.97
New & Logged by %
62.10
27.02
10.69
0.19

Telephone Calls to the Helpdesk Service

Total Number of Calls 327
Average Queue Time
04:40
Maximum Queue Time
26:03
% Calls Answered Within Service Target*
82.73
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 25th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
339
330
225
11
905
  
New & Logged in Helpdesk System
339
145
53
11
548
  
Assigned (Work not Started)
110
16
0
2
128
23.36
Work In Progress
1
1
0
0
4
0.73
Pending (Waiting on More Info)
100
37
2
6
138
25.18
Resolved/Closed
128
60
9
3
278
50.73
New & Logged by %
61.86
26.46
9.67
2.01

Telephone Calls to the Helpdesk Service

Total Number of Calls 330
Average Queue Time
03:36
Maximum Queue Time
0:18:55
% Calls Answered Within Service Target*
84.58
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 18th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
330
341
340
7
1018
  
New & Logged in Helpdesk System
330
155
68
7
560
  
Assigned (Work not Started)
94
10
1
1
106
18.93
Work In Progress
8
1
1
2
12
2.14
Pending (Waiting on More Info)
121
30
1
0
152
27.14
Resolved/Closed
107
114
65
4
290
51.79
New & Logged by %
58.93
27.68
12.14
1.25
  

Telephone Calls to the Helpdesk Service

Total Number of Calls 341
Average Queue Time
11:27
Maximum Queue Time
16:11:00
% Calls Answered Within Service Target*
86.48%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 11th November 2012

 

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
375
377
251
6
1009
  
New & Logged in Helpdesk System
375
109
15
6
505
  
Assigned (Work not Started)
127
11
4
2
144
28.51
Work In Progress
1
1
0
0
2
0.40
Pending (Waiting on More Info)
121
37
2
1
161
31.88
Resolved/Closed
126
60
9
3
198
39.21
New & Logged by %
74.26
21.58
2.97
1.19

Telephone Calls to the Helpdesk Service

Total Number of Calls 377
Average Queue Time
03:35
Maximum Queue Time
0:20:13
% Calls Answered Within Service Target*
88.24
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 4th November 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
280
248
282
4
814
  
New & Logged in Helpdesk System
280
79
11
4
374
  
Assigned (Work not Started)
89
7
5
0
101
27.01
Work In Progress
1
0
0
0
1
0.27
Pending (Waiting on More Info)
103
20
2
4
129
34.49
Resolved/Closed
87
52
4
0
143
38.24
New & Logged by %
74.87
21.12
2.94
1.07

Telephone Calls to the Helpdesk Service

Total Number of Calls 248
Average Queue Time
02:27
Maximum Queue Time
10:15
% Calls Answered Within Service Target*
87.63
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 26th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
284
355
333
15
987
 
New & Logged in Helpdesk System
284
153
9
15
461
 
Assigned (Work not Started)
95
27
2
1
125
27.11
Work In Progress
4
1
1
0
6
1.30
Pending (Waiting on More Info)
89
29
2
10
130
28.20
Resolved/Closed
96
96
4
4
200
43.38
New & Logged by %
61.61
33.19
1.95
3.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls
355
Average Queue Time
05:34
Maximum Queue Time
24:54
% Calls Answered Within Service Target*
80.19
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 19th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
404
408
362
10
1184
  
New & Logged in Helpdesk System
404
163
12
10
589
  
Assigned (Work not Started)
130
18
5
0
153
25.98
Work In Progress
1
2
0
0
3
0.51
Pending (Waiting on More Info)
142
32
1
8
183
31.07
Resolved/Closed
131
111
6
2
250
42.44
New & Logged by %
68.59
27.67
2.04
1.70

Telephone Calls to the Helpdesk Service

Total Number of Calls 408
Average Queue Time
04:57
Maximum Queue Time
21:29
% Calls Answered Within Service Target*
82.14
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
454
571
486
13
1524
  
New & Logged in Helpdesk System
454
256
11
13
734
  
Assigned (Work not Started)
125
68
1
2
196
26.70
Work In Progress
3
1
0
0
4
0.54
Pending (Waiting on More Info)
129
44
4
3
180
24.52
Resolved/Closed
307
143
6
8
464
63.22
New & Logged by %
61.85
34.88
1.50
1.77

Telephone Calls to the Helpdesk Service

Total Number of Calls 571
Average Queue Time
07:23
Maximum Queue Time
37:53
% Calls Answered Within Service Target*
65.73
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 5th October 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
621
559
762
18
1960
  
New & Logged in Helpdesk System
621
239
27
18
905
  
Assigned (Work not Started)
170
45
7
3
225
24.86
Work In Progress
3
2
0
0
5
0.55
Pending (Waiting on More Info)
266
41
3
6
316
34.92
Resolved/Closed
182
89
17
10
298
32.93
New & Logged by %
68.62
26.41
2.98
1.99

Telephone Calls to the Helpdesk Service

Total Number of Calls 559
Average Queue Time
14:08
Maximum Queue Time
33:14
% Calls Answered Within Service Target*
45.07
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 28th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
638
390
1078
30
2136
  
New & Logged in Helpdesk System
638
234
28
30
930
  
Assigned (Work not Started)
167
31
8
6
212
22.80
Work In Progress
1
1
0
0
2
0.22
Pending (Waiting on More Info)
247
34
4
12
297
31.94
Resolved/Closed
223
168
13
12
416
44.73
New & Logged by %
68.60
25.16
3.01
3.23
100
99.68

Telephone Calls to the Helpdesk Service

Total Number of Calls
390
Average Queue Time
11:14
Maximum Queue Time
16:15
% Calls Answered Within Service Target*
53.93%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 21st September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
608
691
771
14
2085
  
New & Logged in Helpdesk System
609
230
19
14
872
  
Assigned (Work not Started)
174
21
4
8
207
23.74
Work In Progress
3
2
0
0
5
0.57
Pending (Waiting on More Info)
229
155
0
4
388
44.50
Resolved/Closed
203
52
15
2
272
31.19
New & Logged by %
69.84
26.38
2.18
1.61

Telephone Calls to the Helpdesk Service

Total Number of Calls
691
Average Queue Time
08:10
Maximum Queue Time
20:21
% Calls Answered Within Service Target*
61.25%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 14th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
608
405
408
13
1192
  
New & Logged in Helpdesk System
608
198
12
13
831
  
Assigned (Work not Started)
205
26
3
2
236
28.40
Work In Progress
3
2
0
1
6
0.72
Pending (Waiting on More Info)
249
35
1
9
294
35.38
Resolved/Closed
151
135
8
1
295
35.50
New & Logged by %
73.16
28.83
1.44
1.56

Telephone Calls to the Helpdesk Service

Total Number of Calls
405
Average Queue Time
08:22
Maximum Queue Time
32:23
% Calls Answered Within Service Target*
59.67
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

Week ending 7th September 2012

Call Source

Email

Phone

Walk-In

Web

Total

Status%
Total Callers
414
595
222
5
714
  
New & Logged in Helpdesk System
414
162
7
5
588
  
Assigned (Work not Started)
122
16
3
1
142
24.15
Work In Progress
1
6
0
1
8
1.36
Pending (Waiting on More Info)
164
38
0
0
202
34.35
Resolved/Closed
128
102
4
3
237
40.31
New & Logged by %
70.41
27.55
1.9
0.85

Telephone Calls to the Helpdesk Service

Total Number of Calls 595
Average Queue Time
04:23
Maximum Queue Time
10:21
% Calls Answered Within Service Target*
76.84
*Service Target = 75% of all incoming calls answered within 15 minutes

 

 

 

 

Last updated 20 May 2013 Website Comments and Feedback (Email).

Trinity College Dublin, College Green, Dublin 2.
Central Switchboard: +353 1 896 1000.