IT Support Center Call Handling Metrics Week Beginning: January 3, 2016
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- Ann Wilkinson
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1 IT Support Center Call Handling Metrics Week Beginning: January 3, 1 Avg Speed to Answer (Target :) Avg Abandon Time (Target 3:) Avg Talk Time (Target 7:) Avg After Call Work Time (Target 3:) Avg Speed to Answer (Target 1:3) Avg Abandon Time (Target :) Avg Talk Time (Target 1:) Avg After Call Work Time (Target :3) 3,,5, Incoming Call History Number of calls coming in to either IT Support at -9 or at -1 over the specified week Total Calls 1,5 1, 5 WB 151 WB Report run on: Jan 11, 1 7:5:1 AM 1
2 ITSC Call Handling Metrics Speed to Answer History Average time a user waited on hold in order to reach an IT Support Analyst for IT Support or. Average Speed to Answer (minutes) Helpdesk Target (:) Dir. Assistance Target (1:3) WB 151 WB Abandon Time History Average amount of time a caller waited on hold before they hung up or opted out to voice mail. Average Abandon Time (minutes) 1 1 Helpdesk Target (3:) Dir. Assistance Target (:) WB 151 WB Talk Time History Average duration of time spent speaking with an IT Support Analyst. Average Talk Time (minutes) Helpdesk Target (7:) Dir. Assistance Target (1:) WB 151 WB After Call Work History Average amount of time analysts spend finishing up an incident ticket or completing background work for their previous call. Average After Call Work Time (minutes) Helpdesk Target (3:) Dir. Assistance Target (:3). WB 151 WB Report run on: Jan 11, 1 7:5:1 AM
3 IT Support Center Call Handling Metrics Week Beginning: January 1, 1 Avg Speed to Answer (Target :) Avg Abandon Time (Target 3:) Avg Talk Time (Target 7:) Avg After Call Work Time (Target 3:) Avg Speed to Answer (Target 1:3) Avg Abandon Time (Target :) Avg Talk Time (Target 1:) Avg After Call Work Time (Target :3) 3,,5, Incoming Call History Number of calls coming in to either IT Support at -9 or at -1 over the specified week Total Calls 1,5 1, 5 WB Report run on: Jan 1, 1 7:5: AM 1
4 ITSC Call Handling Metrics Speed to Answer History Average time a user waited on hold in order to reach an IT Support Analyst for IT Support or. Average Speed to Answer (minutes) Helpdesk Target (:) Dir. Assistance Target (1:3) WB Abandon Time History Average amount of time a caller waited on hold before they hung up or opted out to voice mail. Average Abandon Time (minutes) 1 1 Helpdesk Target (3:) Dir. Assistance Target (:) WB Talk Time History Average duration of time spent speaking with an IT Support Analyst. Average Talk Time (minutes) Helpdesk Target (7:) Dir. Assistance Target (1:) WB After Call Work History Average amount of time analysts spend finishing up an incident ticket or completing background work for their previous call. Average After Call Work Time (minutes) Helpdesk Target (3:) Dir. Assistance Target (:3). WB Report run on: Jan 1, 1 7:5: AM
5 IT Support Center Call Handling Metrics Week Beginning: January 17, 1 Total ITSC Avg Speed to Answer (Target :) Avg Abandon Time (Target 3:) Avg Talk Time (Target 7:) Avg After Call Work Time (Target 3:) Avg Speed to Answer (Target 1:3) / Avg Abandon Time (Target :) :13 Avg Talk Time (Target 1:) / Avg After Call Work Time (Target :3) /,5, Incoming Call History Number of calls coming in to either IT Support at -9 or at -1 over the specified week Total Calls 1,5 1, 5 WB 1117 Report run on: Jan 5, 1 7:5:1 AM 1
6 ITSC Call Handling Metrics Speed to Answer History Average time a user waited on hold in order to reach an IT Support Analyst for IT Support or. Average Speed to Answer (minutes) Helpdesk Target (:) Dir. Assistance Target (1:3) WB 1117 Abandon Time History Average amount of time a caller waited on hold before they hung up or opted out to voice mail. Average Abandon Time (minutes) 1 1 Helpdesk Target (3:) Dir. Assistance Target (:) WB 1117 Talk Time History Average duration of time spent speaking with an IT Support Analyst. Average Talk Time (minutes) Helpdesk Target (7:) Dir. Assistance Target (1:) WB 1117 After Call Work History Average amount of time analysts spend finishing up an incident ticket or completing background work for their previous call. Average After Call Work Time (minutes) Helpdesk Target (3:) Dir. Assistance Target (:3). WB 1117 Report run on: Jan 5, 1 7:5:1 AM
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