Service Desk Metrics

Type of Contact

Weekly

Monthly

Type of Contact

Weekly

Monthly

Phone

Week of 4/2/23

Total Calls - 267

Average Speed of Answer - 8 seconds

Average Talk Time - 4 minutes 23 seconds

Abandoned Calls - 6

March

Total Calls - 867

Average Speed of Answer - 14.5 seconds

Average Talk Time - 4 minutes 30 seconds

Abandoned Calls - 20

Email and Web Form

Week of 4/9/23

Total Tickets - 380

Average Time to First Response - 24 minutes 



March

Total Tickets - 

Average Time to First Response -