Week of June 6th through June 10th:
Nothing major affecting call volumes this week. Lots of password changes from incoming students trying to get registered for the fall!
Help Desk Weekly Statistical Report
We had 351 phone calls and 53 emails last week. Pretty typical summer week. 404 total calls is right around our average.
| Number of Calls and Emails This Week: | |||||
| Monday | Tuesday | Wednesday | Thursday | Friday | Total |
| 76 | 95 | 60 | 54 | 66 | 351 |
| 20 | 12 | 12 | 2 | 7 | 53 |
| 404 | |||||
| Calls Queued Hourly | |||||||||||||
| 7-8am | 8-9am | 9-10am | 10-11am | 11-12am | 12-1pm | 1-2pm | 2-3pm | 3-4pm | 4-5pm | 5-6pm | 6-7pm | Totals By Day | |
| Monday | 3 | 7 | 12 | 8 | 13 | 9 | 8 | 7 | 8 | 1 | 0 | 0 | 76 |
| Tuesday | 2 | 12 | 14 | 12 | 16 | 8 | 12 | 9 | 10 | 0 | 0 | 0 | 95 |
| Wednesday | 2 | 8 | 3 | 5 | 6 | 12 | 3 | 11 | 5 | 5 | 0 | 0 | 60 |
| Thursday | 1 | 7 | 10 | 6 | 5 | 5 | 8 | 4 | 5 | 3 | 0 | 0 | 54 |
| Friday | 0 | 3 | 5 | 21 | 6 | 8 | 9 | 4 | 5 | 5 | 0 | 0 | 66 |
| Percentage of Abandoned Calls by Hour | ||||||||||||||||||||||||
| calls 7-8am | calls 8-9am | calls 9-10am | calls 10-11am | call 11-12pm | calls 12-1pm | calls 1-2pm | calls 2-3pm | calls 3-4pm | calls 4-5pm | calls 5-6pm | calls 6-8pm | |||||||||||||
| Mon | 0 | 0% | 0 | 0% | 1 | 8% | 0 | 0% | 1 | 8% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% |
| Tue | 0 | 0% | 0 | 0% | 1 | 7% | 1 | 8% | 2 | 13% | 0 | 0% | 1 | 8% | 1 | 11% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% |
| Wed | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 1 | 9% | 0 | 0% | 2 | 40% | 0 | 0% | 0 | 0% |
| Thu | 0 | 0% | 0 | 0% | 1 | 10% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% |
| Fri | 0 | 0% | 0 | 0% | 0 | 0% | 3 | 14% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | ||
Abandonment Rates per Day:
| Mon | 2% |
| Tues | 6% |
| Wed | 4% |
| Thurs | 2% |
| Fri | 4% |
| Average | 4% |
First Call Resolution Comparison:
|
|
This Week |
Last Week |
Same Week Last Year |
|
Calls Taken |
404 |
384 |
479 |
|
First Call Res |
80% |
86% |
76% |
Yearly Abandonment and Firsct Call Resolution Numbers:
| Jan | Feb | Mar | Apr | May | June | July | Aug | Sept | Oct | Nov | Dec | Ave | |
| Aban. Rate | 4% | 3% | 2% | 4% | 3% | 4% | 3% | ||||||
| FCR | 84% | 80% | 81% | 80% | 80% | 85% | 82% |
