Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
Total ITSC ITSC Helpdesk Directory Assistance
Inbound Calls 894 Inbound Calls 534 Inbound Calls 360
ACD Calls 720 ACD Calls 436 ACD Calls 284
Abandoned Calls 174 Abandoned Calls 98 Abandoned Calls 76
Flow Out 0 Flow Out 0 Flow Out 0
Avg Speed to Answer (Target 02:00) 1:24 Avg Speed to Answer (Target 01:30) 0:30
Avg Abandon Time (Target 03:00) 2:20 Avg Abandon Time (Target 02:00) 0:52
Avg Talk Time (Target 07:00) 8:06 Avg Talk Time (Target 01:00) 1:34
Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)
0
500
1,000
1,500
2,000
2,500
Tota
l Cal
ls
Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week
Inbound Calls
ACD Calls
Abandoned Calls
Flow Out
IT Support Center Call Handling MetricsWeek Beginning: December 2, 2018
_____________________________________________________________________________________________________________________
1
Total ITSC ITSC Helpdesk Directory Assistance
Inbound Calls 1012 Inbound Calls 631 Inbound Calls 381
ACD Calls 800 ACD Calls 516 ACD Calls 284
Abandoned Calls 212 Abandoned Calls 115 Abandoned Calls 97
Flow Out 0 Flow Out 0 Flow Out 0
Avg Speed to Answer (Target 02:00) 1:49 Avg Speed to Answer (Target 01:30) 0:38
Avg Abandon Time (Target 03:00) 2:19 Avg Abandon Time (Target 02:00) 1:08
Avg Talk Time (Target 07:00) 6:40 Avg Talk Time (Target 01:00) 1:21
Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)
0
500
1,000
1,500
2,000
2,500
Tota
l Cal
ls
Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week
Inbound Calls
ACD Calls
Abandoned Calls
Flow Out
IT Support Center Call Handling Metrics
_____________________________________________________________________________________________________________________ 1
Week Beginning: December 09, 2018
Total ITSC ITSC Helpdesk Directory Assistance
Inbound Calls 1025 Inbound Calls 703 Inbound Calls 322
ACD Calls 804 ACD Calls 573 ACD Calls 231
Abandoned Calls 163 Abandoned Calls 72 Abandoned Calls 91
Flow Out 0 Flow Out 0 Flow Out 0
Avg Speed to Answer (Target 02:00) 2:50 Avg Speed to Answer (Target 01:30) 0:46
Avg Abandon Time (Target 03:00) 2:40 Avg Abandon Time (Target 02:00) 1:02
Avg Talk Time (Target 07:00) 7:37 Avg Talk Time (Target 01:00) 1:29
Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)
0
500
1,000
1,500
2,000
2,500
Tota
l Cal
ls
Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week
Inbound Calls
ACD Calls
Abandoned Calls
Flow Out
_____________________________________________________________________________________________________________________ 1
IT Support Center Call Handling MetricsWeek Beginning: December 16, 2018
Total ITSC ITSC Helpdesk Directory Assistance
Inbound Calls 867 Inbound Calls 604 Inbound Calls 263
ACD Calls 608 ACD Calls 426 ACD Calls 182
Abandoned Calls 259 Abandoned Calls 178 Abandoned Calls 81
Flow Out 0 Flow Out 0 Flow Out 0
Avg Speed to Answer (Target 02:00) 5:34 Avg Speed to Answer (Target 01:30) 1:04
Avg Abandon Time (Target 03:00) 3:42 Avg Abandon Time (Target 02:00) 1:07
Avg Talk Time (Target 07:00) 7:59 Avg Talk Time (Target 01:00) 1:35
Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)
0
500
1,000
1,500
2,000
2,500
Tota
l Cal
ls
Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week
Inbound CallsACD CallsAbandoned CallsFlow Out
_____________________________________________________________________________________________________________________ 1
IT Support Center Call Handling MetricsWeek Beginning: December 30, 2018