MONTHLY CALL VOLUME
This metric represents the number of calls presented to the San Jacinto College ITS Help Desk during normal business hours.
Tech Support Monthly Call Volume
MONTHLY AUTOMATIC CALL DISTRIBUTION (ACD)
This metric represents the ACD calls assisted by Help Desk Team on a monthly basis.
Tech Support Monthly ACD Calls
MONTHLY AVERAGE RING TIME
This metric represents the average ring time before a call is answered on a monthly basis.
Tech Support Monthly Average Ring Time
|Month||Average Ring Time|
MONTHLY NUMBER OF ATTEMPTS
This metric represents the amount of number of attempts on a monthly basis. Number of attempts = the total number of ACD calls (calls that were successfully answered) + the total number of abandoned calls (calls that were dropped before they could be answered).
Tech Support Monthly Number of Attempts
|Month||Number of Attempts|
MONTHLY ANSWER RATE PERCENTAGE
This metric represents the monthly answer rate percentage. It is based on the number of ACD’s / number of attempts.
Tech Support Monthly Answer Rate Percentage
MONTHLY ABANDONED CALLS
This metric represents the amount of abandoned calls on a monthly basis.
Tech Support Monthly Abandoned Calls
MONTHLY AVERAGE ABANDONED TIME
This metric represents the monthly average time callers stay on hold before hanging up.
Tech Support Monthly Average Abandoned Time
|Month||Average Abandoned Time|