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