FY 17-18

Incident Management

UTech Service Desk Snapshot - FY 2017-2018

The UTech Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (help@case.edu) 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 2016/2017 Academic Y-T-D Average 2017/2018 Academic Y-T-D Average Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18
Incidents Presented to Help Desk *2015/2016 totals parenthesis 2000 4550 4282 3859
(3122)
5519
(5691)
5519
(5691)
4326
(4698)
3900
(3847)
3306
(3713)
5236
(4675)
4701
(4454)
4240
(3960)
3343
(3265)
3446
(4227)
3430
(3899)
Total Incidents
(Includes observed by agent, observed by NOC, and walk ups)
  5278 4872 4400
(3512)
6203
(6744)
5444
(5579)
4977
(5340)
4398
(4476)
3810
(4336)
5844
(5331)
5276
(5288)
4976
(4522)
3826
(3730)
3871
(4725)
3848
(4410)
Average Speed to Answer <=0:00:30 0:00:25 0:00:19 0:00:18 0:00:12 0:00:15 0:00:29 0:00:20 0:00:17 0:00:29 0:00:31 0:00:26 0:00:17 0:00:15 0:00:25
% Abandoned <=7% 2.17% 1.39% 1.22% 1.00% 0.84% 2.43% 1.70% 1.15% 1.89% 2.48% 1.67% 1.21% 1.05% 1.53%
First Call Resolution Rate >=65% 84.59% 81.00% 81.00% 80.00% 80.00% 81.00% 79.00% 82.00% 77.00% 79.00% 79.00% 77.00% 80.00% 77.00%
Customer Satisfaction Score >=3.50 4.6 4.7 4.7 4.7 4.7 4.7 4.7 4.8 4.8 4.7 4.8 4.8 4.7 4.8
Average Agent Talk Time (Calls)   0:09:32 0:10:07 0:10:16 0:10:55 0:09:43 0:10:17 0:09:42 0:09:51 0:10:27 0:10:48 0:11:27 0:11:23 0:09:54 0:11:23
Voicemails   20 25 19 20 22 34 29 23 48 41 20 22 8 23

** 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.