ITS Help & Service Desk Portfolio 2014

Transcription

1 ITS Help & Service Desk Portfolio 2014 Philipose, Ruby R, IT Manager The University of Texas at Austin, Information Technology Services, Customer Support Services 1 P a g e

2 ITS Help & Service Desk Portfolio Terminology

3 Table of Contents Contents Help Desk Terminology... 3 About the ITS Help & Service Desk... 4 ITS Help & Service Desk Training... 8 ITS Help & Service Desk Reporting... 9 ITS Help & Service Desk Annual Report... 9 ITS Help & Service Desk Monthly Sample Report ITS Help & Service Desk Weekly Status Report (Actual) College of Natural Sciences Report (Actual) Annual Report for College of Liberal Arts ITS Help & Service Desk Agent Reporting Weekly Student Consultant Report Help Desk Representative Reports HD Rep Fall 2014 Report Call Monitoring & Agent Report Cards are done monthly for every Agent Employee Satisfaction Current/ Future Initiatives P a g e

4 About the ITS HD&SD

5 Help Desk Terminology Incident Management: term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence. These incidents within a structured organization are normally dealt with by either an Incident Response Team (IRT), or an Incident Management Team. Types of Incidents are trouble tickets, non- IT service requests, and IT service provisioning requests. KPI s: (Key Performance Indicators) - Continuous improvement requires that each process needs to have a plan about how and when to measure performance. While there can be no set guidelines for the timing of reviews; the how question can be answered with metrics and measurements FCR: (First Contact Resolution or First Call Resolution) - is considered to be the most important metric according to many customers. If a customer calls in and has their issue resolved before the call ends, this counts positively toward first contact resolution. It's not hard to see why this is important to a customer: they want their issue resolved as quickly as possible with as little intervention on their part. If a customer has to be transferred to another office, if their trouble ticket needs to be referred to another group, or if the customer has to contact us again about the same issue then we haven't resolved their issue at first contact. CSI: (Customer Satisfaction Index) When you resolve a trouble ticket, the customer is sent a survey asking them to rate their experience with the Help Desk. On a scale of 1 (very dissatisfied) to 5 (very satisfied), they are asked to rate their satisfaction. ASA: (Average Speed to Answer) tracks how long it takes a customer must wait between the time they dial our phone number and the time they reach a consultant on the other end of the line. If you have waited on hold for customer service, you can attest to how aggravating long hold times can be. SME: (Subject Matter Expert) - is a person who is an authority in a particular area or topic. Re-queued Calls: when a call is not picked up it queues it to the next agent Copyright 2014 CA. All rights reserved 3 P a g e

6 About the ITS Help & Service Desk Purpose The ITS Help Desk provides students, faculty, staff, alumni, and guests at The University of Texas at Austin with a centralized point of contact for computer help, questions concerning ITS services, and the support for the university s business operations. What do we support? What Links ITS Products and Services Business Operations of the University Personal Machines ( no hardware/best effort) Windows Macs (OSX) Linux (coming soon) IT Departmental Referrals/Escalations Directory of all IT Departments on campus Hours of Operations Phone and Support Monday through Thursday, 8 a.m. to 10 p.m. Friday, 8 a.m. to 6 p.m. and Weekends: noon to 5 p.m. Service Desk Monday through Friday, 8 a.m. to 6 p.m. Flawn Academic Center (FAC) L 4 P a g e

7 Help Desk Staffing Roles Support Role Job Description Help Desk Specialist Tier ii Level 2 Subject Expert Matter on ITS Services, Liaison to Tier 3 support, reporting, root cause analysis, documentation, CRM contact, and other duties as assigned. Help Desk Representative Tier i/ii Level 2 Subject Expert Matter on ITS Services, and Tier i support for phones, service desk, and -when on phones they are more geared to faculty and staff support Help Desk Shift leader Tier I student/operational A Senior Consultant supervises the operations of the help desk, in addition to performing Tech and Consultant duties. They manage staffing and match resource to demand. The report IT outages or service degradation. Help Desk Tech Tier i student Student position performing Consultant duties plus: nextlevel password resets, desktop queue shifts, peer coaching and training, and wiki/project work and when on phones they are more geared to student and guests support Help Desk Consultant Tier i student Student position that does Tier i support when on phones they are more geared to student and guests support Help Desk Trainee Tier i student Student Probationary position that is being trained on help desk consultant tasks Help Desk Team Lead operational Quality Control Specialist that oversees consultant performance, metrics, reporting and call monitoring for all level 1 or student staff. Tech Editor III operational Oversees the knowledge management at the help desk for both the wiki and public pages Training Specialist II operational Oversees training, process improvement, hiring, and scheduling at the help desk 5 P a g e

8 Help Desk Operational Software/Tools Footprints The ticket tracking system that we use in order to view and respond to customer s. Consultants also use it to create tickets after every call that they take for monitoring and communication purposes. T-Metrics Agent tool T-Metrics ACD is the new Automated Call Distributor that is in place since January 8, 2009 for Help Desk Consultants and Staff. This is the software we use to direct calls to available consultants and measure our progress with T- metrics reporting which is live and ad-hoc. Help Desk Wiki Help Desk Metrics Tools Our internal Knowledge base Displays reporting metrics by agent for a period of time at the ITS Help Desk Help Desk Metrics Tool Desktop Viewer (Bomgar) Remote software can only navigate with mouse cannot take full control. Active Directory authenticated. ITS Desktop Viewer (Bomgar) GMT Planet Workforce Management Software is an enterprise-level workforce management solution which the ITS Help Desk & Service Desk currently uses to handle employee scheduling. Other tools are used that are attached to IT services. (for example: EID Admin tool for EID password reset/lookup, and look up tool for Office 365/ on-premise) 6 P a g e

9 Numbers of Seconds c ustomer are waiting in the queue 10:00 17:00 12:00 19:00 9:00 16:00 7:00 14:00 8:00 16:00 60 Second Call Response SLA According to the Help Desk SLA, we endeavor to answer 75% of our phone calls within 60 seconds. This is strongly related to the ASA metric above, and determined in much the same way. We don't want customers to have to wait more than 60 seconds to speak to a human. The Help Desk's SLA with Customer is to: answer 75% of phone calls within 60 seconds. ACD Reporting: Below are the types of call center reports we can generate from T-metrics. 1. Total calls per agent or per skill 2. Call Response SLA 3. Unanswered Agent Calls 4. Queue Holding Times 5. Non-Available Times 6. Abandoned Calls 7. Agents Status Report Queue wait times Shortest Wait Shortest Wait Avg Wait Longest Wait Tuesday Wednesday Thursday FridaySaturday 7 P a g e

10 On the Job Training Top Services Incident Handling Communication Introduction Customer Service

11 ITS Help & Service Desk Training The Help Desk Training program is meant to introduce new Help Desk employees to the environment at the Help Desk and prepare them to handle our customers in a professional and knowledgeable manner. Average time for training: 4-6 weeks for student employees who average to work 19 hours a week. Average time for training for full time employees is 3-4 weeks. On the Job Top Services Incident Handling Communication Introduction Customer Service Our training is cut up into 6 phases: Introduction Phase: learn about the ITS organization, tour of the desk, who are we, learn about online tools, HR Policies & procedures, Help Desk policies, and training expectations & responsibilities. Customer Service Phase: We have adopted a customer service training program called We Care. We talk about active listening, customer perception, dealing with customer stress behavior, dealing with difficult customers, and how to prepare for consistent professional service. (Activities of stress behavior identifications are done) Communication Phase: We address written communication such as ticket writing and responses, we also talk about verbal and nonverbal communication. We address salutations and understanding our audience. (Practice s are reviews) Top Services Phase: We teach on ITS Services and non-its services, we talk in depth about EID, Networking, , Learning Management Systems, Telephone, Storage and Software Distributions and Sales which are all high volume services at the ITS Help & Service Desk. They learn the help desk tools that is used for each service. (There is a training session from each SME, and assessment that is given and graded.) Incident Handling Phase: They learn the concept of incident management, they learn to record, analyze, escalate and document incidents. They also learn knowledge base management in regards to navigating through and updating content. On-the-Job Training Phase: On-the-Job Training phase is not only the last step in training, it is where you take everything you have learned and apply it to the job you will be performing. You will begin in tickets and end in either Phones training or Service Desk training, increasing in independence and growing in confidence is what we are looking for. (Shadowing 50 calls/30 s) 8 P a g e

12 ITS Help & Service Desk Reporting ITS Help & Service Desk Annual Report ITS Help & Service Desk Monthly Sample Report Reporting

13 ITS Help & Service Desk Reporting ITS Help & Service Desk Annual Report ITS Help Desk Annual Report Executive Summary This report provides a summary of metrics describing the performance of the ITS Help Desk & Service Desk in Included are productivity metrics, key performance indicators, and customer feedback. In , the ITS Help & Service Desk supported many new technologies and operations that generated a large increase in customer demand. Office 365, VoIP, WebSpace Retirement, and Active Directory Refresh were among the many project rollouts we supported this year. Throughout, the ITS Help & Service Desk still managed to improve many of its metrics, improve first contact resolution, and sustained the customer satisfaction surveys. Our focus next year is to do more quality assurance activities that will help boost service quality and operational excellence. We strive to be the experts on technology and on our customers; the students, faculty, and staff of the administrative and academic units. Our vision for campus is to be a one stop shop that provides outstanding service for all. We continue to work hard by doing a thorough review and update of publicly-available support documentation, training, reporting, process improvement, quality assurance, and most importantly by keeping a customer focused culture. We consider it a great opportunity to serve campus so that we can change the world together. 9 P a g e

14 Productivity Metrics In , the ITS Help & Service Desk had over 117,000 contacts last: 71,369 incidents in FootPrints (+7% than last year) [* Data from BMC FootPrints] 63,936 phone calls (+7% than last year) [* Data from T-Metrics Reporting on all inbound and outbound calls] o Call Handling Time Average of 6 minutes and 5 seconds o A Total Talk Time of 304,000 minutes 17,500 service desk customers (+31%, than last year) [* Data from Monthly Reporting] 31,000 [* Data from BMC FootPrints ] 3,500 Direct Entry [* Data from BMC FootPrints ] 1,250 Web Form [* Data from BMC FootPrints ] Total Contacts: 117, P a g e

15 Ticket Customer Demographic 11% faculty 28% 10% 2% affiliate alumni non-affliated 18% 31% staff student *University Affiliate: not employed by UT but still affiliated. e.g.: former employees, former students, prospective students *Non-Affiliated: e.g. job applicant, parents, visitors, UIL Students, etc.. Tickets from Academic Units TOTAL TICKETS FROM COLLEGES & SCHOOLS *All Students, Faculty, and Staff Number of Tickets P a g e

16 Key Performance Indicators Key Goals Performance Indicators FCR 70.00% 79.00% 81% 83% CSI Abandon Rate 9.12% 7.75% 8.30% 5% 60 Second SLA Compliance Rate Average Speed to Answer (ASA) 80.27% 79.29% 79.44% 75.00% seconds 69.2 seconds 70 seconds 60 seconds First Contact Resolution First Contact Resolution (FCR) Rate captures the percentage of customer contacts that are resolved without the customer needing to call or write back to the ITS Help Desk. This KPI is considered one of the most important customer satisfiers. Overall FCR 81%. FIRST CONTACT RESOLUTION (Aug2013-July 2014) ITS HD Goal (80-85%) Industry Average from HDI (2013)(72%) Peer Institutions (73%) % 90.00% 80.00% 75.00% 74.00% 70.00% 60.00% 50.00% 80.00% 77.00% 78.00% 79.00% 79.00% 81.00% 80.00% 77.00% 94.00% 89.00% 12 P a g e

17 Average Speed to Answer Average Speed to Answer (ASA) reflects, in seconds, the average time a customer must wait on hold in order to speak to an ITS Help Desk consultant. Our peak times are at the beginning of every semester and during any new IT service role out. We have hired more full time staff to cover the operational hours so that we can alleviate the wait times. Overall 70 seconds. AVERAGE SPEED TO ANSWER Customer Satisfaction Index Customer Service Index (CSI) Score shows, the surveys taken by our customer about our service. We were able to provide an overall score of 93% (4.6) for the satisfaction index. 4.9 CUSTOMER SATISFACTION INDEX P a g e

18 Customer Survey Comments: I was most impressed with the competence, efficiency and courteousness of David. He completely solved my problem in a short amount of time. -Professor Emeritus, Department of Civil, Architectural and Environmental Engineering, Cockrell School of Engineering College of Engineering Excellent service. The ITS help desk staff treated me like a valued Alum. Very happy to send my annual contribution to UT. -Alumni Siena was great and provided wonderful customer service. She was very professional and responsive. -Staff, Division of Diversity and Community Engagement Khubyar was very friendly and helpful. I very much appreciate that he understood my problem and not only helped me solve it but offered me advice on another issue that I brought to his attention. I am of the opinion that our ITS department is one of the best I've ever had the pleasure to work with. Technician was great! Professional, informed and very pleasant. -Faculty, College of Fine Arts -Student This is a huge load off my mind! I had not been able to use my account for several days. Samuel walked me through the steps to fix the problem. Thanks -Staff, Texas Archeological Research Laboratory, College of Liberal Arts Entered on at 11:10:51 CDT (GMT-0500) by seancline@gmail.com: An excellent example of a well-run and effective Service Desk! Thanks very much for the expedient assistance. HDI FTW! 14 P a g e

19 IT SERVICES SUPPORTED IDENTITY AND ACCESS MANAGEMENT (IAM) HELP DESK TIER I SUPPORT AND MESSAGING NON-IT RELATED PUBLIC NETWORKS COURSEWARE SDS, CAMPUS COMPUTER, FOOTPRINTS MAINFRAME VOICE COMMUNICATIONS INFRASTRUCTURE & STORAGE COLLABORATIVE TOOLS IDENTIFICATION CENTER (ID CENTER) DORM NETWORKS (RESNET) MITS SUPPORT CAMPUS NETWORK SYSTEM MANAGEMENT UT DIRECT (APPLICATIONS & SYSTEMS) WEB HOSTING INFORMATION SECURITY PUBLIC SAFETY: BUILDING SECURITY, BACKUP SERVICES DEPARTMENT NETWORKS ACCOUNT PROVISIONING VIRTUAL SERVICES LABS AND ROOMS DATA CENTER DATABASE SERVICES REPAIR SHOP SPECIAL EVENT AND AUDIO/VISUAL SUPPORT ACCOUNTING EXTERNAL NETWORKS APPLICATION DEVELOPMENT TOOLS MONITORING LOAD BALANCING AUTHORIZATION AND WORKFLOW TOOLS CABLING AND CONSTRUCTION CELLULAR INFRASTRUCTURE INFORMATION ANALYST/SOFTWARE DEVELOPER Grand Total 15 P a g e

20 ITS Help & Service Desk Monthly Sample Report November 2014 Report Name of Service Number of Help Desk Tickets Escalated Resolution Tickets Resolved Rate Network % Storage % LMS % Collaborative % Tools % Telephone % Building Security % IAM % FOOTPRINTS TICKETS FOR NOVEMBER 2014 Help Desk Resolved Tickets Escalated Automated Tickets to Tier P a g e

21 Ticket Breakdown by IT Service Network Top issues : network disables (~145), connecting devices to restricted.utexas.edu or Resnet ports (~83), clearing non-payments (~47), questions about bandwidth usage and upgrades (~42), reports of poor connectivity (~15), questions about eligibility and guest access (~12), departmental networking issues and switch access (~9), setting up VPN (~7), Gigabit Ethernet upgrades (7), UTnic (4), and Campus Computer Store networking in MAI (3). Reasons for Escalations to Tier 3: Common escalations included 175+ Resnet issues (WAPs down, Ethernet port upgrades, Ethernet ports not working, poor signal strength reports, port mislabels, damaged ports, switch port errors); others included increasing concurrent logon limits, concurrent logon disables, bugs in internal systems, ISO security advisories, modifying DNS records, enabling departmental ports, WAP installation, use of internal TSC tools, firewall configuration, and switch access. Networking, 37, 14% Top Customers for Network ATS, 54, 20% UDC, 30, 11% ChemE, 5, 2% DDCE, 5, 2% Systems, 27, 10% OTS, 5, 2% Athelitics, 6, 2% MERC, 6, 2% ISO, 7, 3% ITS Applications, 7, 3% ITS CSS, 7, 3% LAITS, 7, 3% TRECS, 7, 3% Chemistry, 8, 3% PMCS, 8, 3% ECE, 9, 3% Facilities, 9, 3% University of Texas Libraries, 10, 4% CNS, 15, 6% 17 P a g e

22 ITS Help & Service Desk Weekly Status Report ITS Help Desk Status Report: 11/16/2014 to 11/22/ /16/ /9/ /2/ /12/ /5/2014 9/28/2014 9/21/2014 9/14/2014 9/7/2014 9/2/2014 8/24/2014 8/17/2014 8/10/2014 8/3/2014 7/27/2014 7/20/2014 7/13/2014 6/15/2014 6/8/2014 6/1/2014 5/25/2014 4/20/2014 4/13/2014 4/6/2014 3/30/2014 3/23/2014 3/16/2014 3/9/2014 2/23/2014 2/16/2014 2/9/2014 2/2/2014 1/19/2014 1/5/ TOP SERVICES % 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% EID ITS Help Desk SDS Mainframe Office 365 AEMS Network UTMail Canvas *ITS Help Desk means Tier I troubleshooting & UT Business Operations * UTMail is high because we partnered with Texas Exes on migration to UTMail. 18 P a g e

23 The Help Desk processed 1172 tickets last week and the Help Desk answer 797 calls Customer Contacts Incidents Phone Calls 11/9/ /26/ /5/2014 9/21/2014 9/7/2014 8/24/2014 8/10/2014 7/27/2014 7/13/2014 6/29/2014 6/8/2014 5/25/2014 5/5/2014 4/20/2014 4/6/2014 First Call Resolution HD Goal 85% 78.00% 82.00% 79.00% 76.00% 80.00% 80.00% 79.00% 82.00% 79.00% 82.00% 84.00% 83.00% 81.00% 80.00% 80.00% 84.00% 88.00% 89.00% 96.00% 94.00% 95.00% 94.00% 92.00% 78.00% 75.00% 78.00% 76.00% 80.00% 84.00% 81.00% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% % First Call Resolution FCR was 82% 19 P a g e

24 1/5/2014 1/12/2014 1/19/2014 1/26/2014 2/2/2014 2/9/2014 2/16/2014 2/23/2014 3/2/2014 3/9/2014 3/16/2014 3/23/2014 3/30/2014 4/6/2014 4/13/2014 4/20/2014 4/27/2014 5/5/2014 5/20/2014 5/25/2014 6/1/2014 6/8/2014 7/6/2014 7/13/2014 7/20/2014 7/27/2014 8/3/2014 8/10/2014 8/17/2014 8/24/2014 9/2/2014 9/7/2014 9/14/2014 9/28/ /5/ /12/ /26/ /2/ /9/ /16/2014 Average Speed to Answer (ASA) Goal is 30 seconds Average Speed to Answer (in seconds) Goal The Help Desk ASA was 32 seconds Customer Satisfaction Index (CSI) HD Goal is Customer Service Index Customer Service Index The CSI was P a g e

25 (Actual) College of Natural Sciences Report Ticket Overview Total Tickets for CNS in 2014: 3958 Total tickets resolved by ITS Help Desk: 2877 (73% Resolution Rate) Total tickets resolved by ITS University Data Center: 121 Total tickets resolved by ITS Systems: 361 Total tickets resolved by ITS Applications: 102 Total tickets resolved by ITS Networking and Telecomm: 202 Total tickets resolved by Information Security Office: 18 Total tickets send to CNS Help Desk for Resolution: 48 Top Services by Affiliation Blackboard 210 faculty 143 staff 31 student 36 Active Directory 40 staff 36 student 4 AEMS (Austin Exchange Messaging Service) 76 faculty 17 staff 54 student 5 Austin Disk Services 43 faculty 7 staff 29 student 7 Box 47 faculty 22 staff 23 student 2 Canvas 207 faculty 139 staff 34 student 34 Identity Management and EID Administration 254 affiliate 1 faculty P a g e

26 staff 169 student 40 ITS Help Desk Tier I Troubleshooting 365 affiliate 2 faculty 108 staff 149 student 104 Mail Filtering Service 95 faculty 42 staff 50 student 3 Mainframe support 293 faculty 2 staff 287 student 4 Office affiliate 1 faculty 45 staff 152 student 9 Software Distribution & Sales 75 faculty 24 staff 30 student 21 Two-Factor Authentication 41 faculty 7 staff 28 student 6 UT Lists 72 faculty 9 staff 59 student 4 UTMail 107 faculty 46 staff 45 student 16 VoIP (Project) 154 faculty 30 staff 123 student 1 Wireless public networks (central) 110 affiliate 2 faculty 17 staff 38 student P a g e

27 Top Services Top Services for CNS Incidents UT Web Campus Computer Store UNIX storage Networks for Departments Directory Services SmartVoice Voice Mail TN3270 UTBackup Green Output Building Security System Services Virtual Servers Managed Server Support FootPrints UT Direct Telephone Service Web Central University Blog Service Virtual Private Network (VPN) TID Printing Wikis Managed Desktop and Lab Support WebSpace UT Voice Mail (UTVM) Active Directory Two-Factor Authentication UTLogin Austin Disk Services Box UT Lists MATLAB Software Distribution & Sales AEMS (Austin Exchange Messaging Service) ID Center Mail Filtering Service UTMail Wireless public networks (central) Data Center Co-location Services VoIP (Project) Office365 Canvas Blackboard Identity Management and EID Administration Mainframe support ITS Help Desk Tier I Troubleshooting P a g e

28 (Actual) Annual Report for College of Liberal Arts Ticket Overview Total Tickets for LA in 2014: 3434 (8 tickets still open) Total tickets resolved by ITS Help Desk: 2779 (83% Resolution Rate) Total tickets resolved by ITS University Data Center: 90 Total tickets resolved by ITS Systems: 229 Total tickets resolved by ITS Applications: 76 Total tickets resolved by ITS Networking and Telecomm: 83 Total tickets resolved by Information Security Office: 13 Total tickets send to ATS or LAITS Help Desk for Resolution: 37 *some tickets were sent to CTL since we have a partnership with them. Faculty Top Services Blackboard ITS Help Desk Canvas Office365 Identity Management and EID Administration UTMail Box WebSpace AEMS (Austin Exchange Messaging Service) University Blog Service Managed Desktop and Lab Support Two-Factor Authentication VoIP (Project) UNIX storage UT Lists Software Distribution & Sales Mail Filtering Service UTBackup UT Voice Mail (UTVM) Incident Handling & Response Service Wireless public networks (central) SmartVoice Voice Mail ITS Survey Wikis Virtual Private Network (VPN) P a g e

29 Staff Top Services Mainframe support Identity Management and EID Administration ITS Help Desk Office365 Data Center Co-location Services AEMS (Austin Exchange Messaging Service) Blackboard Canvas UT Lists VoIP (Project) University Blog Service Mail Filtering Service Software Distribution & Sales UTMail Box UTLogin TID Printing SmartVoice Voice Mail Active Directory ITS Survey ID Center Wikis O365 Rollback Wireless public networks (central) WebSpace UT Print TRAC FootPrints UTBackup UT Voice Mail (UTVM) Two-Factor Authentication Austin Disk Services Web Conferencing Web Central Green Output UNIX storage Telephone Service Virtual Private Network (VPN) Managed Server Support Managed Desktop and Lab Support Incident Handling & Response Service VoIP (Legacy) Virtual Servers UT Direct TN3270 MATLAB Long Distance Service Directory Services Building Security System Services P a g e

30 Khubyar was very friendly and helpful. I very much appreciate that he understood my problem and not only helped me solve it but offered me advice on another issue that I brought to his attention. I am of the opinion that our ITS department is one of the best I've ever had the pleasure to work with. Student Agent Reporting

31 Ticket Review Metrics Review Call Monitoring ITS Help & Service Desk Agent Reporting Courtesy Active Listening Effective Communication Utilizing correct Resources for Solution Hold Times Greeting/Closin g Etiquette Populating EID Correct Category Notes Documentation Correct Troubleshooting steps Escalation Process CSI FCR ASA Re-queued Calls Attendance Total Calls Total Tickets Prioritizing the ticket correctly Correct Solution The model above are the things we look for and measure for every agent that works for the ITS Help & Service Desk. ITS Help & Service Desk Metrics Goals by Agent CSI ASA FCR Re-queued Calls Rating 4.9 or > 3 or < seconds 90% or higher 3 or < calls per year Exceeds seconds 86%-89% 4 calls per year Commendable or 6 seconds 80%-85% 5-6 calls per year Meets seconds 70%-75% 10 calls per year Need Improvement 3.9 or below 9-10 seconds 70% below 11 call per year Does not meet Weekly Student Consultant Report Here are the metrics for the week of : 26 P a g e

32 Tickets Tracked Total Calls FCR (%) ASA CSI If you are curious as to what the metrics mean --- you can check the wiki: Consultants LAST NAME FIRST NAME TICKETS TRACKED TOTAL CALLS FCR (%) ASA CSI BANKOLE ABRAHAM COLEMAN STEVEN KLEIN DANIEL LUTZ JONATHAN MOESSINGER TAYLOR OLIVO VICTOR PANDYA KAVINA PLUNKETT JENNIFER RAMOS CHRIS RASHID BUSHRA REDSUN ALYSSA TRAN JONATHAN 0 0 UVALLE CADIA TEAM SUMMARY Student Technicians LAST NAME FIRST NAME TICKETS TRACKED TOTAL CALLS FCR (%) ASA CSI GOODMAN ZACHARY JOHNSON JAVONTE KHAN USAMA NIZAM NIDI ROSIJI EBENEZER VAWDA SARA TEAM SUMMARY P a g e

33 Help Desk Representative Reports Date Name Requeued Tickets Total FCR ASA CSI Comments Tracked Calls (%) 8/3/2014 HS /10/2014 HS /17/2014 HS half day sick 8/24/2014 HS /31/2014 HS /7/2014 HS /14/2014 HS /21/2014 HS /28/2014 HS /5/2014 HS /12/2014 HS /19/2014 HS personal day off 10/26/2014 HS personal day off OVERALL STANDING: TICKET PRODUCTIVITY: meets CALLS TAKEN: meets FCR: Needs Improvement (79%) ASA: Commendable CSI: Exceeds (4.8) Comments: H.S., Overall you are doing a great job! So glad you are on the team, Im not too concerned about FCR since you are only a point away from meets. Thanks, Ruby 28 P a g e

34 Tickets Tracked HD Rep Fall 2014 Report Calls Taken 29 P a g e