Customer Service Statistics

Service Desk Statistics (1/1/17 - 9/1/17)

Average 1st Response Time

Tech Group Total (H:MM) Urgent (H:MM) Number of Tickets (Urgent/Total)
Client Computing Services 2:08 1:35 23/5930
Educational Technology Services 2:05 :04 8/350
County Support 2:55 --- 0/411
Infrastructure 9:59 :23 5/234
Total 2:27 1:03 36/6925

 

 

Average Open Time (Ticket Open - Close)

Tech Group  Total (H:MM) Urgent (H:MM)
Client Computing Services 8:14 1:50
Educational Technology Services 8:45 :39
County Support 20:34 ---
Infrastructure 31:58 :50

 

Phone Support Statistics

Total Calls Total Calls Answered Client Hangups Target Service Level Actual Service Level Average Response Time (M:SS) Max Response Time (M:SS) Peak Call Time
3004 2730 214 80% 94% 1:43 1:57 10:30am

 

Customer Satisfaction Survey Results (8 Surveys Completed)

100%