FY 18-19

Incident Management

UTech Service Desk Snapshot - FY 2018-2019

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 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
3839 5552 4756 4381 3917 3855 5285 4652 4388 3378 3476 3460
Total Incidents
(Includes observed by agent, observed by NOC, and walk ups)
  4872 5816 4100 6290 4856 4500 4122 2953 4747 4259 3975 4090 4263 4193
4400 6205 5449 4978 4402 4350 5845 5288 4976 3823 3863 3852
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
% Abandoned <=7% 1.51% 1.73% 1.46% 1.67% 1.55% 1.47% 1.96% 2.07% 2.02% 1.98% 1.24% 0.96% 1.79% 2.58%
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
Voicemails   26 27 20 33 21 17 21 29 38 49 17 20 31 29

** 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.