UTech Service Desk Snapshot - FY 2016-2017
The UTech Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (email@example.com) or via chat (help.case). With a First Call Resolution rate of over 80%, most issues are resolved by the team. Issues that are not resolved get assigned to a resolver group for further troubleshooting and resolution.
|Critical Service Levels||Monthly Targets||2015/2016 Academic Y-T-D Average||2016/2017 Academic Y-T-D Average||Jul-16||Aug-16||Sept-16||Oct-16||Nov-16||Dec-16||Jan-17||Feb-17||Mar-17||Apr-17||May-17||Jun-17|
|Average Speed to Answer||<=0:00:30||0:00:16||0:00:25||0:00:29||0:00:43||0:00:43||0:00:23||0:00:26||0:00:22||0:00:10||0:00:13||0:00:27||0:00:21||0:00:26||0:00:21|
|First Call Resolution Rate||>=65%||86.93%||84.59%||89.00%||81.00%||84.00%||84.00%||85.00%||83.00%||87.00%||85.00%||87.05%||88.00%||82.00%||80.00%|
|Customer Satisfaction Score||>=3.50||4.4||4.5||4.5||4.4||4.5||4.5||4.5||4.6||4.7||4.6||4.6||4.7||4.5||4.5|
** Metric Definitions:
Average Speed to Answer - Time elapsed between a call entering the Service Desk phone queue and being answered by an analyst.
% Abandoned - The percentage of calls in which the callers disconnects after waiting for more than 30 seconds.
First Call Resolution Rate - The percentage of incidents and service requests resolved by the Service Desk without escalating to a resolver team.