UTech Service Desk Snapshot - FY 2018-2019
The UTech Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (firstname.lastname@example.org) 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||2017/2018 Academic Y-T-D Average||2018/2019 Academic Y-T-D Average||Jul-18||Aug-18||Sep-18||Oct-18||Nov-18||Dec-18||Jan-19||Feb-19||Mar-19||Apr-19||May-19||Jun-19|
|Incidents Presented to Help Desk * 2017/2018 totals on bottom||2000||4282||5183||3748||5516||4275||4071||3721||2724||4307||3862||3473||3489||3778||3683|
(Includes observed by agent, observed by NOC, and walk ups)
|Average Speed to Answer||<=0:00:30||0:00:21||0:00:23||0:00:21||0:00:24||0:00:17||0:00:23||0:00:20||0:00:25||0:00:21||0:00:31||0:00:20||0:00:19||0:00:25||0:00:28|
|First Call Resolution Rate||>=65%||79.33%||78.33%||78.00%||79.00%||73.00%||78.00%||78.00%||82.00%||76.00%||77.00%||81.00%||80.00%||81.00%||77.00%|
|Customer Satisfaction Score||>=3.50||4.74||4.77||4.80||4.80||4.80||4.70||4.75||4.74||4.82||4.76||4.80||4.70||4.75||4.79|
|Average Agent Talk Time (Calls)||0:10:31||0:10:08||0:10:08||0:10:09||0:10:47||0:09:36||0:09:39||0:10:42||0:10:42||0:09:30||0:10:07||0:10:22||0:09:38||0:10:21|
** 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.