ITS Help Desk / Tech Support Reports

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

Month Inbound Calls
September 4,137
October 3,430
November 2,540
December 2,174
January 5,259

4,137

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

Month ACD Calls
September 2,253
October 2,166
November 1,548
December 1,257
January 3,203

 

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
September 219
October 137
November 124
December 104
January 122

 

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
September 4,016
October 3,363
November 2,490
December 2,096
January 5,149

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

Month Answer Rate
September 56.1
October 64.4
November 62.2
December 59.9
January 62.2

Rate

 

MONTHLY ABANDONED CALLS

This metric represents the amount of abandoned calls on a monthly basis.

Tech Support Monthly Abandoned Calls

Month Abandoned Calls
September 1,763
October 1,197
November 942
December 839
January 1,946

Abandon…

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
September 148
October 157
November 88
December 74
January 86