Trinity College Dublin

Skip to main content.

Top Level TCD Links

Language

Gaeilge (Baile)

 IS Services Helpdesk Statistics 2013-2014

Below are the statistics for email, phone, personal callers and web enquiries to the IS Services Helpdesk Service for the 2013-14 Academic Year.

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


 

Summary for Academic Year 2013-2014

Phone Calls (896 2000) 15206
Emails (helpdesk@tcd.ie) 14995
Walk-In (Áras an Phiarsaigh) 9565
Web Submissions (http://helpdesk.tcd.ie) 284
Total 40050

 


Monthly Summaries

June 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1010
1106
447
16
2579
New & Logged in Helpdesk System
1010
438
137
16
1601
Resolved/Closed
405
270
117
9
801
Avg Closure Within 1 Week (%)
50.03

 

June Telephone Calls to the Helpdesk Service

Total Number of Calls 1106
Average Queue Time 4:03
Average Maximum Queue Time 16:41
% Calls Answered Within Service Target* 88.45%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

May 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1309
1517
627
16
3469
New & Logged in Helpdesk System
1309
566
188
16
2079
Resolved/Closed
466
350
166
6
988
Avg Closure Within 1 Week (%)
47.52

 

May Telephone Calls to the Helpdesk Service

Total Number of Calls 1517
Average Queue Time 3:59
Average Maximum Queue Time 14:45
% Calls Answered Within Service Target* 87.95%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

April 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1335
1344
562
25
3266
New & Logged in Helpdesk System
1335
454
180
25
1994
Resolved/Closed
639
285
147
12
1083
Avg Closure Within 1 Week (%)
54.31

 

April Telephone Calls to the Helpdesk Service

Total Number of Calls 1344
Average Queue Time 4:44
Average Maximum Queue Time 22:45
% Calls Answered Within Service Target* 84.25%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

March 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1269
1321
757
30
3377
New & Logged in Helpdesk System
1269
591
250
30
2140
Resolved/Closed 498 392 220 12 1122
Avg Closure Within 1 Week (%) 52.43

 

March Telephone Calls to the Helpdesk Service

Total Number of Calls 1321
Average Queue Time 6:05
Average Maximum Queue Time 19:48
% Calls Answered Within Service Target* 84.61%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

February 2014

Call Source Email Phone Walk-In Web Total
Total Callers
1363
1476
752
45
3636
New & Logged in Helpdesk System
1363
517
254
45
2179
Resolved/Closed 513 323 200 14 1050
Avg Closure Within 1 Week (%) 48.19%

 

February Telephone Calls to the Helpdesk Service

Total Number of Calls 1476
Average Queue Time 5:43
Average Maximum Queue Time 19:34
% Calls Answered Within Service Target* 83.83%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

January 2014

Call Source Email Phone Walk-In Web Total
Total Callers 1725 1649 1208 36 4618
New & Logged in Helpdesk System 1725 687 268 36 2716
Resolved/Closed 659 431 210 11 1311
Avg Closure Within 1 Week (%)
48.27%

 

January Telephone Calls to the Helpdesk Service

Total Number of Calls 1649
Average Queue Time 4:34
Average Maximum Queue Time 18:44
% Calls Answered Within Service Target* 84.47%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

December 2013

Call Source Email Phone Walk-In Web Total
Total Callers 864 991 537 12 2404
New & Logged in Helpdesk System 864 346 169 12 1391
Resolved/Closed 298 225 136 2 664
Avg Closure Within 1 Week (%)
47.74%

 

December Telephone Calls to the Helpdesk Service

Total Number of Calls 991
Average Queue Time 4:14
Average Maximum Queue Time 20:44
% Calls Answered Within Service Target* 86.52%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

November 2013

Call Source Email Phone Walk-In Web Total
Total Callers 1423 1413 1072 24 3932
New & Logged in Helpdesk System 1423 521 320 24 2288
Resolved/Closed 478 308 296 13 1095
Avg Closure Within 1 Week (%)
47.86%

November Telephone Calls to the Helpdesk Service

Total Number of Calls 1413
Average Queue Time 4:11
Average Maximum Queue Time 18:38
% Calls Answered Within Service Target* 83.22%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

October 2013

Call Source Email Phone Walk-In Web Total
Total Callers 1694 1471 1318 27 4510
New & Logged in Helpdesk System 1694 533 85 27 2339
Resolved/Closed 557 345 69 4 975
Avg Closure Within 1 Week (%) 41.68

October Telephone Calls to the Helpdesk Service

Total Number of Calls 1471
Average Queue Time 4:20
Average Maximum Queue Time 19:54
% Calls Answered Within Service Target* 84:86%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

September 2013

Call Source Email Phone Walk-In Web Total
Total Callers 2269 2102 1952 42 6395
New & Logged in Helpdesk System 2269 713 170 42 3194
Resolved/Closed 763 489 119 15 1386
Avg Closure Within 1 Week (%) 43.39

September Telephone Calls to the Helpdesk Service

Total Number of Calls 2102
Average Queue Time 5:38
Average Maximum Queue Time 22:14
% Calls Answered Within Service Target* 81.7
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 20th July 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
217
265
103
3
588
 
New & Logged in Helpdesk System
217
110
21
3
351
 
Assigned (Work not Started)
49
9
1
0
59
16.81
Work In Progress
1
1
0
0
2
0.57
Pending (Waiting on More Info)
77
34
3
2
116
33.05
Resolved/Closed
90
66
17
1
174
49.57
New & Logged by %
61.82
31.34
5.98
0.85
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 265
Average Queue Time 3:09
Maximum Queue Time 11:24
% Calls Answered Within Service Target* 91.70%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th July 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
230
232
99
3
564
 
New & Logged in Helpdesk System
230
92
28
3
353
 
Assigned (Work not Started)
38
13
2
0
53
15.01
Work In Progress
4
2
0
0
6
1.70
Pending (Waiting on More Info)
63
19
2
3
87
24.65
Resolved/Closed
125
58
24
0
207
58.64
New & Logged by %
65.16
26.06
7.93
0.85
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 232
Average Queue Time 2:49
Maximum Queue Time 7:57
% Calls Answered Within Service Target* 89.92%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 6th July 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
287
319
131
5
742
 
New & Logged in Helpdesk System
287
134
29
5
455
 
Assigned (Work not Started)
74
12
3
1
90
19.78
Work In Progress
3
3
1
0
7
1.54
Pending (Waiting on More Info)
86
42
5
3
136
29.89
Resolved/Closed
124
77
20
1
222
48.79
New & Logged by %
63.08
29.45
6.37
1.10
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 319
Average Queue Time 2:58
Maximum Queue Time 19:48
% Calls Answered Within Service Target* 89.55%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th June 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
290
305
100
3
698
 
New & Logged in Helpdesk System
290
140
27
3
460
 
Assigned (Work not Started)
68
10
0
0
78
16.96
Work In Progress
5
2
0
0
7
1.52
Pending (Waiting on More Info)
91
35
3
2
131
28.48
Resolved/Closed
126
93
24
1
244
53.04
New & Logged by %
63.04
30.43
5.87
0.65
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 305
Average Queue Time 4:17
Maximum Queue Time 20:26
% Calls Answered Within Service Target* 89.32%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 22nd June 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
276
284
133
9
702
 
New & Logged in Helpdesk System
276
102
26
9
413
 
Assigned (Work not Started)
58
10
2
0
70
16.95
Work In Progress
4
4
0
0
8
1.94
Pending (Waiting on More Info)
98
32
3
3
136
32.93
Resolved/Closed
116
56
21
6
199
48.18
New & Logged by %
66.83
24.70
6.30
2.18
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 284
Average Queue Time 3:55
Maximum Queue Time 18:40
% Calls Answered Within Service Target* 92.18%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th June 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
240
294
107
3
644
 
New & Logged in Helpdesk System
240
111
34
3
388
 
Assigned (Work not Started)
52
4
1
0
57
14.69
Work In Progress
2
1
0
0
3
0.77
Pending (Waiting on More Info)
88
43
6
1
138
35.57
Resolved/Closed
98
63
27
2
190
48.97
New & Logged by %
61.86
28.61
8.76
0.77
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 294
Average Queue Time 4:28
Maximum Queue Time 16:47
% Calls Answered Within Service Target* 84.88%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 9th June 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
204
223
107
1
535
 
New & Logged in Helpdesk System
204
85
50
1
340
 
Assigned (Work not Started)
53
7
2
0
62
18.24
Work In Progress
5
0
0
1
6
1.76
Pending (Waiting on More Info)
81
20
3
0
104
30.59
Resolved/Closed
65
58
45
0
168
49.41
New & Logged by %
60.00
25.00
14.71
0.29
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 223
Average Queue Time 3:33
Maximum Queue Time 10:52
% Calls Answered Within Service Target* 87.42%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 1st June 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
239
285
107
3
634
 
New & Logged in Helpdesk System
239
120
42
3
404
 
Assigned (Work not Started)
68
8
1
0
77
19.06
Work In Progress
2
1
0
0
3
0.74
Pending (Waiting on More Info)
73
31
2
2
108
26.73
Resolved/Closed
96
80
39
1
216
53.47
New & Logged by %
59.16
29.70
10.40
0.74
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 285
Average Queue Time 3:12
Maximum Queue Time 12:40
% Calls Answered Within Service Target* 89.34%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 25th May 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
253
292
110
1
656
 
New & Logged in Helpdesk System
253
116
32
1
402
 
Assigned (Work not Started)
74
20
1
0
95
23.63
Work In Progress
4
3
0
0
7
1.74
Pending (Waiting on More Info)
89
31
2
1
123
30.60
Resolved/Closed
86
62
29
0
177
44.03
New & Logged by %
62.94
28.86
7.96
0.25
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 292
Average Queue Time 3:48
Maximum Queue Time 16:12
% Calls Answered Within Service Target* 89.26%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 18th May 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
293
319
140
3
755
 
New & Logged in Helpdesk System
293
107
50
3
453
 
Assigned (Work not Started)
71
15
2
0
88
19.43
Work In Progress
4
2
0
0
6
1.32
Pending (Waiting on More Info)
120
26
4
3
153
33.77
Resolved/Closed
98
64
44
0
206
45.47
New & Logged by %
64.68
23.62
11.04
0.66
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 319
Average Queue Time 4:01
Maximum Queue Time 12:43
% Calls Answered Within Service Target* 87.16%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 11th May 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
259
273
127
4
663
 
New & Logged in Helpdesk System
259
97
40
4
400
 
Assigned (Work not Started)
59
9
2
2
72
18.00
Work In Progress
9
0
0
0
9
2.25
Pending (Waiting on More Info)
104
28
4
1
137
34.25
Resolved/Closed
87
60
34
1
182
45.50
New & Logged by %
64.75
24.25
10.00
1.00
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 273
Average Queue Time 3:31
Maximum Queue Time 14:55
% Calls Answered Within Service Target* 89.51%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 4th May 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
265
348
143
5
761
 
New & Logged in Helpdesk System
265
126
24
5
420
 
Assigned (Work not Started)
74
11
1
0
86
20.48
Work In Progress
2
1
0
0
3
0.71
Pending (Waiting on More Info)
90
30
3
1
124
29.52
Resolved/Closed
99
84
20
4
207
49.29
New & Logged by %
63.10
30.00
5.71
1.19
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 348
Average Queue Time 05:25
Maximum Queue Time 17:15
% Calls Answered Within Service Target* 84.52%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 27th April 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
277
309
127
3
716
 
New & Logged in Helpdesk System
277
110
35
3
425
 
Assigned (Work not Started)
71
17
1
1
90
21.18
Work In Progress
2
2
0
0
4
0.94
Pending (Waiting on More Info)
75
20
8
1
104
24.47
Resolved/Closed
129
71
26
1
227
53.41
New & Logged by %
65.18
25.88
8.24
0.71
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 309
Average Queue Time 04:37:00
Maximum Queue Time 21:28:00
% Calls Answered Within Service Target* 85.03%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 20th April 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 280 257 105 5 647  
New & Logged in Helpdesk System 280 95 34 5 414  
Assigned (Work not Started) 77 12 1 1 91 21.98
Work In Progress 10 5 0 0 15 3.62
Pending (Waiting on More Info) 69 25 4 2 100 24.15
Resolved/Closed 124 52 29 2 207 50.00
New & Logged by % 67.63 22.95 8.21 1.21  

Telephone Calls to the Helpdesk Service

Total Number of Calls 257
Average Queue Time 04:18:00
Maximum Queue Time 20:00:00
% Calls Answered Within Service Target* 88.19%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 13th April 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
504
438
170
12
1124
 
New & Logged in Helpdesk System
504
130
47
12
693
 
Assigned (Work not Started)
70
13
3
2
88
12.70
Work In Progress
6
1
0
0
7
1.01
Pending (Waiting on More Info)
143
26
8
3
180
25.97
Resolved/Closed
285
90
36
7
418
60.32
New & Logged by %
72.73
18.76
6.78
1.73
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 438
Average Queue Time 04:54
Maximum Queue Time 24:41
% Calls Answered Within Service Target*
81.73%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 6th April 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
274
340
160
5
779
 
New & Logged in Helpdesk System
274
119
64
5
462
 
Assigned (Work not Started)
61
15
1
0
77
16.67
Work In Progress
6
1
1
0
8
1.73
Pending (Waiting on More Info)
106
31
6
3
146
31.60
Resolved/Closed
101
72
56
2
231
50.00
New & Logged by %
59.31
25.76
13.85
1.08
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 340
Average Queue Time 05:07
Maximum Queue Time 24:34
% Calls Answered Within Service Target*
82.06%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 30th March 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
335
364
185
14
898
 
New & Logged in Helpdesk System
335
153
52
14
554
 
Assigned (Work not Started)
81
15
3
4
103
18.59
Work In Progress
5
2
0
0
7
1.26
Pending (Waiting on More Info)
122
38
11
3
174
31.41
Resolved/Closed
127
98
38
7
270
48.74
New & Logged by %
60.47
27.62
9.39
2.53
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 364
Average Queue Time 11:39
Maximum Queue Time 15:40
% Calls Answered Within Service Target*
81.97%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 23rd March 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
265
266
139
6
676
 
New & Logged in Helpdesk System
265
117
38
6
426
 
Assigned (Work not Started)
86
13
1
2
102
23.94
Work In Progress
4
2
0
0
6
1.41
Pending (Waiting on More Info)
86
16
1
2
105
24.65
Resolved/Closed
89
86
36
2
213
50.00
New & Logged by %
62.21
27.46
8.92
1.41
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 266
Average Queue Time 3:11
Maximum Queue Time 12:38
% Calls Answered Within Service Target*
89.56%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 16th March 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
297
320
192
3
812
 
New & Logged in Helpdesk System
297
147
53
3
500
 
Assigned (Work not Started)
71
15
5
1
92
18.40
Work In Progress
8
3
0
0
11
2.20
Pending (Waiting on More Info)
99
32
2
2
135
27.00
Resolved/Closed
119
97
46
0
262
52.40
New & Logged by %
59.40
29.40
10.60
0.60
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 320
Average Queue Time 04:07
Maximum Queue Time 15:26
% Calls Answered Within Service Target*
84.57%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 9th March 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
372
371
241
7
991
 
New & Logged in Helpdesk System
372
174
107
7
660
 
Assigned (Work not Started)
78
17
1
1
97
14.70
Work In Progress
7
6
1
1
15
2.27
Pending (Waiting on More Info)
124
40
5
2
171
25.91
Resolved/Closed
163
111
100
3
377
57.12
New & Logged by %
56.36
26.36
16.21
1.06
 

Telephone Calls to the Helpdesk Service

Total Number of Calls 371
Average Queue Time 05:23
Maximum Queue Time 35:31
% Calls Answered Within Service Target*
82.35%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 2nd March 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
264
375
149
8
796
 
New & Logged in Helpdesk System
264
132
32
8
436
 
Assigned (Work not Started)
79
14
2
3
98
22.48
Work In Progress
6
4
1
0
11
2.52
Pending (Waiting on More Info)
84
33
6
2
125
28.67
Resolved/Closed
95
81
23
3
202
46.33
New & Logged by %
60.55
30.28
7.34
1.83
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 375
Average Queue Time 10:11
Maximum Queue Time 20:03
% Calls Answered Within Service Target*
82.04%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 21st February 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 372 340 201 6 919  
New & Logged in Helpdesk System 372 111 102 6 591  
Assigned (Work not Started) 95 11 3 2 111 18/78
Work In Progress 5 0 1 0 6 1.02
Pending (Waiting on More Info) 112 34 6 1 153 25.89
Resolved/Closed 160 66 92 3 321 54.31
New & Logged by %
62.94
18.78
17.26
1.02
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 340
Average Queue Time 04:11
Maximum Queue Time 16:34
% Calls Answered Within Service Target*
83.46
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 14th February 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 375 404 190 18 987  
New & Logged in Helpdesk System 375 147 59 18 599  
Assigned (Work not Started) 133 12 6 7 158 26.38
Work In Progress 2 1 0 0 3 0.50
Pending (Waiting on More Info) 112 37 10 5 164 27.38
Resolved/Closed 128 97 43 6 274 45.74
New & Logged by %
62.80
24.54
9.85
3.01
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 404
Average Queue Time 04:43
Maximum Queue Time 21:58
% Calls Answered Within Service Target*
83.65
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 7th February 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 352 357 212 13 934  
New & Logged in Helpdesk System 352 127 61 13 553  
Assigned (Work not Started) 81 18 14 5 118 21.34
Work In Progress 6 2 2 0 9 1.63
Pending (Waiting on More Info) 135 28 28 6 173 31.28
Resolved/Closed 130 79 79 2 253 45.75
New & Logged by %
63.65
22.97
11.03
3.47
100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 357
Average Queue Time 03:48
Maximum Queue Time 19:42
% Calls Answered Within Service Target*
86.17
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 31st January 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 345 338 200 7 890  
New & Logged in Helpdesk System 345 158 46 7 556  
Assigned (Work not Started) 111 20 2 0 133 23.92
Work In Progress 8 2 2 0 12 2.16
Pending (Waiting on More Info) 94 43 5 3 145 26.08
Resolved/Closed 132 93 37 4 266 47.84
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 338
Average Queue Time 03:25
Maximum Queue Time 16:02
% Calls Answered Within Service Target* 86.15
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 26th January 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 366 395 297 5 1063  
New & Logged in Helpdesk System 366 159 91 5 621  
Assigned (Work not Started) 96 18 4 1 119 19.16
Work In Progress 8 3 1 1 13 2.09
Pending (Waiting on More Info) 127 22 12 3 164 26.41
Resolved/Closed 135 95 74 0 304 48.95
New & Logged by % 96.62

Telephone Calls to the Helpdesk Service

Total Number of Calls 395
Average Queue Time 04:30
Maximum Queue Time 17:45
% Calls Answered Within Service Target* 83.19
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 19th January 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 447 358 440 10 1255  
New & Logged in Helpdesk System 447 166 69 10 692  
Assigned (Work not Started) 106 16 10 5 136 19.65
Work In Progress 14 2 1 0 17 2.46
Pending (Waiting on More Info) 143 37 12 1 193 27.89
Resolved/Closed 184 111 49 5 349 50.43
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 358
Average Queue Time 05:32
Maximum Queue Time 25:18
% Calls Answered Within Service Target* 81.06%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 12th January 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 368 433 238 10 1049  
New & Logged in Helpdesk System 368 150 53 10 581  
Assigned (Work not Started) 110 17 5 5 137 23.58
Work In Progress 5 0 0 0 5 0.86
Pending (Waiting on More Info) 130 33 6 4 173 29.78
Resolved/Closed 123 100 42 1 266 45.78
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 433
Average Queue Time 05:28
Maximum Queue Time 22:06
% Calls Answered Within Service Target* 82.01%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 5th January 2014

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 199 125 33 4 361  
New & Logged in Helpdesk System 199 54 9 4 266  
Assigned (Work not Started) 72 9 0 2 83 31.20
Work In Progress 1 1 0 0 2 0.75
Pending (Waiting on More Info) 41 12 1 1 55 20.68
Resolved/Closed 85 32 8 1 126 47.37
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 125
Average Queue Time 03:56
Maximum Queue Time 12:32
% Calls Answered Within Service Target* 89:93%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 22nd December 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 279 359 109 1 748  
New & Logged in Helpdesk System 279 102 41 1 423  
Assigned (Work not Started) 71 13 4 1 89 21.04
Work In Progress 3 3 0 0 6 1.42
Pending (Waiting on More Info) 114 19 6 0 139 32.86
Resolved/Closed 91 67 31 0 189 44.68
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 359
Average Queue Time 03:46
Maximum Queue Time 22:08
% Calls Answered Within Service Target* 84:60%
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 15th December 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 306 301 214 5 826  
New & Logged in Helpdesk System 306 131 76 5 518  
Assigned (Work not Started) 78 12 4 1 95 18.34
Work In Progress 6 1 0 0 7 1.35
Pending (Waiting on More Info) 110 32 9 4 155 29.92
Resolved/Closed 112 86 63 0 261 50.39
New & Logged by % 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 301
Average Queue Time 04:30
Maximum Queue Time 20:23:00
% Calls Answered Within Service Target* 85:34%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 8th December 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 279 331 214 6 830  
New & Logged in Helpdesk System 279 113 52 6 450  
Assigned (Work not Started) 69 15 3 4 91 20.22
Work In Progress 3 0 1 0 4 0.89
Pending (Waiting on More Info) 112 26 3 0 141 31.33
Resolved/Closed 95 72 45 2 214 47.56
New & Logged by % 100.58

Telephone Calls to the Helpdesk Service

Total Number of Calls 331
Average Queue Time 04;26
Maximum Queue Time 19:41
% Calls Answered Within Service Target* 89.62
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 1st December 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 287 351 232 1 871  
New & Logged in Helpdesk System 287 146 80 1 514  
Assigned (Work not Started) 97 16 2 0 115 22.37
Work In Progress 4 3 1 0 8 1.56
Pending (Waiting on More Info) 88 33 8 1 130 25.29
Resolved/Closed 98 94 69 3 264 51.36
New & Logged by % 100.58

Telephone Calls to the Helpdesk Service

Total Number of Calls 351
Average Queue Time 04:42
Maximum Queue Time 22:19:00
% Calls Answered Within Service Target* 83.21%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 24th November 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 385 378 311 12 1086  
New & Logged in Helpdesk System 385 135 83 12 615  
Assigned (Work not Started) 121 22 1 3 147 23.90
Work In Progress 9 3 0 0 12 1.95
Pending (Waiting on More Info) 144 35 2 3 184 29.92
Resolved/Closed 111 75 80 6 272 44.23
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 324
Average Queue Time 03:52
Maximum Queue Time 16:36:00
% Calls Answered Within Service Target* 85.68%
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 17th November 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 385 378 311 12 1086  
New & Logged in Helpdesk System 385 135 83 12 615  
Assigned (Work not Started) 121 22 1 3 147 23.90
Work In Progress 9 3 0 0 12 1.95
Pending (Waiting on More Info) 144 35 2 3 184 29.92
Resolved/Closed 111 75 80 6 272 44.23
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 378
Average Queue Time 3:56
Maximum Queue Time 15:56
% Calls Answered Within Service Target* 90.19
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 10th November 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 419 360 252 3 1034  
New & Logged in Helpdesk System 419 121 112 3 655  
Assigned (Work not Started) 120 13 0 1 134 20.46
Work In Progress 2 2 0 0 4 0.61
Pending (Waiting on More Info) 159 34 1 1 195 29.77
Resolved/Closed 138 72 111 1 322 49.16
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 360
Average Queue Time 4:52
Maximum Queue Time 24:33
% Calls Answered Within Service Target* 80.50
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 3rd November 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 440 301 228 5 974  
New & Logged in Helpdesk System 440 99 4 5 548  
Assigned (Work not Started) 136 11 1 2 150 27.37
Work In Progress 0 1 0 0 1 0.18
Pending (Waiting on More Info) 145 21 0 3 169 30.84
Resolved/Closed 159 66 3 0 228 41.61
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 301
Average Queue Time 3:58
Maximum Queue Time 18:54
% Calls Answered Within Service Target* 86.80
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 27th October 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 386 373 329 5 1093  
New & Logged in Helpdesk System 386 127 6 5 524  
Assigned (Work not Started) 150 17 2 1 170 32.44
Work In Progress 2 3 0 0 5 0.95
Pending (Waiting on More Info) 132 31 1 2 166 31.68
Resolved/Closed 102 76 3 2 183 34.92
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 373
Average Queue Time 4:54
Maximum Queue Time 17:37
% Calls Answered Within Service Target* 80.13
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 13th October 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 418 376 376 8 1178  
New & Logged in Helpdesk System 418 145 43 8 614  
Assigned (Work not Started) 118 13 1 1 133 21.66
Work In Progress 3 1 0 0 4 0.65
Pending (Waiting on More Info) 148 38 4 6 196 31.92
Resolved/Closed 149 93 38 1 281 45.77
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 376
Average Queue Time 4:17
Maximum Queue Time 19:52
% Calls Answered Within Service Target* 82.71
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 6th October 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 611 417 454 15 1497  
New & Logged in Helpdesk System 611 163 30 15 819  
Assigned (Work not Started) 144 19 3 5 171 20.88
Work In Progress 10 2 0 0 12 1.47
Pending (Waiting on More Info) 212 37 5 4 258 31.50
Resolved/Closed 245 105 22 6 378 46.15
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 417
Average Queue Time 4:35
Maximum Queue Time 24:00
% Calls Answered Within Service Target* 78.93
*Service Target = 75% of all incoming calls answered within 15 minutes

Week ending 29th September 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 527 439 708 10 1684  
New & Logged in Helpdesk System 527 158 28 10 723  
Assigned (Work not Started) 147 8 8 4 167 23.10
Work In Progress 11 0 2 0 13 1.80
Pending (Waiting on More Info) 203 40 5 1 249 34.44
Resolved/Closed 166 110 13 5 294 40.66
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 439
Average Queue Time 5:19
Maximum Queue Time 27:00
% Calls Answered Within Service Target* 77.09
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 22nd September 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 410 423 390 6 1229  
New & Logged in Helpdesk System 410 138 24 6 578  
Assigned (Work not Started) 133 7 10 4 154 26.64
Work In Progress 5 1 0 0 6 1.04
Pending (Waiting on More Info) 136 27 1 1 165 28.55
Resolved/Closed 136 103 13 1 253 43.77
New & Logged by % - - - - 100.00

Telephone Calls to the Helpdesk Service

Total Number of Calls 423
Average Queue Time 4:10
Maximum Queue Time 18:21
% Calls Answered Within Service Target* 82.28
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 15th September 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 380 421 215 8 1024  
New & Logged in Helpdesk System 380 134 32 8 554  
Assigned (Work not Started) 119 4 1 3 127 22.92
Work In Progress 4 3 0 0 7 1.26
Pending (Waiting on More Info) 145 31 3 3 182 32.85
Resolved/Closed 112 95 28 2 237 42.78
New & Logged by % - - - - 99.82

Telephone Calls to the Helpdesk Service

Total Number of Calls 421
Average Queue Time 9:22
Maximum Queue Time 15:36
% Calls Answered Within Service Target* 84.68
*Service Target = 75% of all incoming calls answered within 15 minutes

 

Week ending 8th September 2013

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 341 402 185 3 931  
New & Logged in Helpdesk System 341 120 56 3 520  
Assigned (Work not Started) 112 12 3 1 128 24.62
Work In Progress 2 1 0 1 4 0.77
Pending (Waiting on More Info) 123 31 10 0 164 31.54
Resolved/Closed 104 76 43 1 224 43.08
New & Logged by % - - - -  

Telephone Calls to the Helpdesk Service

Total Number of Calls 402
Average Queue Time 5:10
Maximum Queue Time 25:49
% Calls Answered Within Service Target* 83.09
*Service Target = 75% of all incoming calls answered within 15 minutes

Last updated 21 July 2014 Website Comments and Feedback (Email).