IT Support Center Call Handling MetricsWeek Beginning: November 29, 2015

Total ITSC

Inbound Calls 1

ACD Calls 0

Abandoned Calls 1

Flow Out 0

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 02:00)

Avg Abandon Time (Target 03:00)

Avg Talk Time (Target 07:00)

Avg After Call Work Time (Target 03:00)

Directory Assistance

Inbound Calls 1

ACD Calls 0

Abandoned Calls 1

Flow Out 0

Avg Speed to Answer (Target 01:30) /0

Avg Abandon Time (Target 2:00) 00:01

Avg Talk Time (Target 01:00) /0

Avg After Call Work Time (Target 00:30) /0

Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week

0

500

1,000

1,500

2,000

2,500

3,000

Tota

l Cal

ls

WB

201

4113

0W

B 2

0141

207

WB

201

4121

4W

B 2

0141

221

WB

201

4122

8W

B 2

0150

104

WB

201

5011

1W

B 2

0150

118

WB

201

5012

5W

B 2

0150

201

WB

201

5020

8W

B 2

0150

215

WB

201

5022

2W

B 2

0150

301

WB

201

5030

8W

B 2

0150

315

WB

201

5032

2W

B 2

0150

329

WB

201

5040

5W

B 2

0150

412

WB

201

5041

9W

B 2

0150

426

WB

201

5050

3W

B 2

0150

510

WB

201

5051

7W

B 2

0150

524

WB

201

5053

1W

B 2

0150

607

WB

201

5061

4W

B 2

0150

621

WB

201

5062

8W

B 2

0150

705

WB

201

5071

2W

B 2

0150

719

WB

201

5072

6W

B 2

0150

802

WB

201

5080

9W

B 2

0150

816

WB

201

5082

3W

B 2

0150

830

WB

201

5090

6W

B 2

0150

913

WB

201

5092

0W

B 2

0150

927

WB

201

5100

4W

B 2

0151

011

WB

201

5101

8W

B 2

0151

025

WB

201

5110

1W

B 2

0151

108

WB

201

5111

5W

B 2

0151

122

WB

201

5112

9

Inbound CallsACD CallsAbandoned CallsFlow Out

Report run on: Dec 7, 2015 7:50:01 AM 1

ITSC Call Handling Metrics

Speed to Answer HistoryAverage time a user waited on hold in order to reach an IT Support Analyst for IT Support or Directory Assistance.

0

1

2

3

4

5

Ave

rage

Spe

ed to

Ans

wer

(min

utes

)

WB

201

4113

0

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (02:00)Dir. Assistance Target (01:30)

Abandon Time HistoryAverage amount of time a caller waited on hold before they hung up or opted out to voice mail.

0

2

4

6

8

10

12

Ave

rage

Aba

ndon

Tim

e (m

inut

es)

WB

201

4113

0

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (02:00)

Talk Time HistoryAverage duration of time spent speaking with an IT Support Analyst.

0

2

4

6

8

Ave

rage

Tal

k Ti

me

(min

utes

)

WB

201

4113

0

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (07:00)Dir. Assistance Target (01:00)

After Call Work HistoryAverage amount of time analysts spend finishing up an incident ticket or completing background work for their previous call.

0.0

0.5

1.0

1.5

2.0

2.5

3.0

Ave

rage

Afte

r Cal

l Wor

k Ti

me

(min

utes

)

WB

201

4113

0

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (00:30)

Report run on: Dec 7, 2015 7:50:01 AM 2

IT Support Center Call Handling MetricsWeek Beginning: December 6, 2015

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 02:00)

Avg Abandon Time (Target 03:00)

Avg Talk Time (Target 07:00)

Avg After Call Work Time (Target 03:00)

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 01:30)

Avg Abandon Time (Target 2:00)

Avg Talk Time (Target 01:00)

Avg After Call Work Time (Target 00:30)

Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week

0

500

1,000

1,500

2,000

2,500

3,000

Tota

l Cal

ls

WB

201

4120

7W

B 2

0141

214

WB

201

4122

1W

B 2

0141

228

WB

201

5010

4W

B 2

0150

111

WB

201

5011

8W

B 2

0150

125

WB

201

5020

1W

B 2

0150

208

WB

201

5021

5W

B 2

0150

222

WB

201

5030

1W

B 2

0150

308

WB

201

5031

5W

B 2

0150

322

WB

201

5032

9W

B 2

0150

405

WB

201

5041

2W

B 2

0150

419

WB

201

5042

6W

B 2

0150

503

WB

201

5051

0W

B 2

0150

517

WB

201

5052

4W

B 2

0150

531

WB

201

5060

7W

B 2

0150

614

WB

201

5062

1W

B 2

0150

628

WB

201

5070

5W

B 2

0150

712

WB

201

5071

9W

B 2

0150

726

WB

201

5080

2W

B 2

0150

809

WB

201

5081

6W

B 2

0150

823

WB

201

5083

0W

B 2

0150

906

WB

201

5091

3W

B 2

0150

920

WB

201

5092

7W

B 2

0151

004

WB

201

5101

1W

B 2

0151

018

WB

201

5102

5W

B 2

0151

101

WB

201

5110

8W

B 2

0151

115

WB

201

5112

2W

B 2

0151

129

Inbound CallsACD CallsAbandoned CallsFlow Out

Report run on: Dec 14, 2015 7:50:01 AM 1

ITSC Call Handling Metrics

Speed to Answer HistoryAverage time a user waited on hold in order to reach an IT Support Analyst for IT Support or Directory Assistance.

0

1

2

3

4

5

Ave

rage

Spe

ed to

Ans

wer

(min

utes

)

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (02:00)Dir. Assistance Target (01:30)

Abandon Time HistoryAverage amount of time a caller waited on hold before they hung up or opted out to voice mail.

0

2

4

6

8

10

12

Ave

rage

Aba

ndon

Tim

e (m

inut

es)

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (02:00)

Talk Time HistoryAverage duration of time spent speaking with an IT Support Analyst.

0

2

4

6

8

Ave

rage

Tal

k Ti

me

(min

utes

)

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (07:00)Dir. Assistance Target (01:00)

After Call Work HistoryAverage amount of time analysts spend finishing up an incident ticket or completing background work for their previous call.

0.0

0.5

1.0

1.5

2.0

2.5

3.0

Ave

rage

Afte

r Cal

l Wor

k Ti

me

(min

utes

)

WB

201

4120

7

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (00:30)

Report run on: Dec 14, 2015 7:50:01 AM 2

IT Support Center Call Handling MetricsWeek Beginning: December 13, 2015

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 02:00)

Avg Abandon Time (Target 03:00)

Avg Talk Time (Target 07:00)

Avg After Call Work Time (Target 03:00)

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 01:30)

Avg Abandon Time (Target 2:00)

Avg Talk Time (Target 01:00)

Avg After Call Work Time (Target 00:30)

Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week

0

500

1,000

1,500

2,000

2,500

3,000

Tota

l Cal

ls

WB

201

4121

4W

B 2

0141

221

WB

201

4122

8W

B 2

0150

104

WB

201

5011

1W

B 2

0150

118

WB

201

5012

5W

B 2

0150

201

WB

201

5020

8W

B 2

0150

215

WB

201

5022

2W

B 2

0150

301

WB

201

5030

8W

B 2

0150

315

WB

201

5032

2W

B 2

0150

329

WB

201

5040

5W

B 2

0150

412

WB

201

5041

9W

B 2

0150

426

WB

201

5050

3W

B 2

0150

510

WB

201

5051

7W

B 2

0150

524

WB

201

5053

1W

B 2

0150

607

WB

201

5061

4W

B 2

0150

621

WB

201

5062

8W

B 2

0150

705

WB

201

5071

2W

B 2

0150

719

WB

201

5072

6W

B 2

0150

802

WB

201

5080

9W

B 2

0150

816

WB

201

5082

3W

B 2

0150

830

WB

201

5090

6W

B 2

0150

913

WB

201

5092

0W

B 2

0150

927

WB

201

5100

4W

B 2

0151

011

WB

201

5101

8W

B 2

0151

025

WB

201

5110

1W

B 2

0151

108

WB

201

5111

5W

B 2

0151

122

WB

201

5112

9

Inbound CallsACD CallsAbandoned CallsFlow Out

Report run on: Dec 21, 2015 7:50:01 AM 1

ITSC Call Handling Metrics

Speed to Answer HistoryAverage time a user waited on hold in order to reach an IT Support Analyst for IT Support or Directory Assistance.

0

1

2

3

4

5

Ave

rage

Spe

ed to

Ans

wer

(min

utes

)

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (02:00)Dir. Assistance Target (01:30)

Abandon Time HistoryAverage amount of time a caller waited on hold before they hung up or opted out to voice mail.

0

2

4

6

8

10

12

Ave

rage

Aba

ndon

Tim

e (m

inut

es)

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (02:00)

Talk Time HistoryAverage duration of time spent speaking with an IT Support Analyst.

0

2

4

6

8

Ave

rage

Tal

k Ti

me

(min

utes

)

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (07:00)Dir. Assistance Target (01:00)

After Call Work HistoryAverage amount of time analysts spend finishing up an incident ticket or completing background work for their previous call.

0.0

0.5

1.0

1.5

2.0

2.5

3.0

Ave

rage

Afte

r Cal

l Wor

k Ti

me

(min

utes

)

WB

201

4121

4

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (00:30)

Report run on: Dec 21, 2015 7:50:01 AM 2

IT Support Center Call Handling MetricsWeek Beginning: December 20, 2015

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 02:00)

Avg Abandon Time (Target 03:00)

Avg Talk Time (Target 07:00)

Avg After Call Work Time (Target 03:00)

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 01:30)

Avg Abandon Time (Target 2:00)

Avg Talk Time (Target 01:00)

Avg After Call Work Time (Target 00:30)

Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week

0

500

1,000

1,500

2,000

2,500

3,000

Tota

l Cal

ls

WB

201

4122

1W

B 2

0141

228

WB

201

5010

4W

B 2

0150

111

WB

201

5011

8W

B 2

0150

125

WB

201

5020

1W

B 2

0150

208

WB

201

5021

5W

B 2

0150

222

WB

201

5030

1W

B 2

0150

308

WB

201

5031

5W

B 2

0150

322

WB

201

5032

9W

B 2

0150

405

WB

201

5041

2W

B 2

0150

419

WB

201

5042

6W

B 2

0150

503

WB

201

5051

0W

B 2

0150

517

WB

201

5052

4W

B 2

0150

531

WB

201

5060

7W

B 2

0150

614

WB

201

5062

1W

B 2

0150

628

WB

201

5070

5W

B 2

0150

712

WB

201

5071

9W

B 2

0150

726

WB

201

5080

2W

B 2

0150

809

WB

201

5081

6W

B 2

0150

823

WB

201

5083

0W

B 2

0150

906

WB

201

5091

3W

B 2

0150

920

WB

201

5092

7W

B 2

0151

004

WB

201

5101

1W

B 2

0151

018

WB

201

5102

5W

B 2

0151

101

WB

201

5110

8W

B 2

0151

115

WB

201

5112

2W

B 2

0151

129

Inbound CallsACD CallsAbandoned CallsFlow Out

Report run on: Dec 28, 2015 7:50:01 AM 1

ITSC Call Handling Metrics

Speed to Answer HistoryAverage time a user waited on hold in order to reach an IT Support Analyst for IT Support or Directory Assistance.

0

1

2

3

4

5

Ave

rage

Spe

ed to

Ans

wer

(min

utes

)

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (02:00)Dir. Assistance Target (01:30)

Abandon Time HistoryAverage amount of time a caller waited on hold before they hung up or opted out to voice mail.

0

2

4

6

8

10

12

Ave

rage

Aba

ndon

Tim

e (m

inut

es)

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (02:00)

Talk Time HistoryAverage duration of time spent speaking with an IT Support Analyst.

0

2

4

6

8

Ave

rage

Tal

k Ti

me

(min

utes

)

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (07:00)Dir. Assistance Target (01:00)

After Call Work HistoryAverage amount of time analysts spend finishing up an incident ticket or completing background work for their previous call.

0.0

0.5

1.0

1.5

2.0

2.5

3.0

Ave

rage

Afte

r Cal

l Wor

k Ti

me

(min

utes

)

WB

201

4122

1

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (00:30)

Report run on: Dec 28, 2015 7:50:01 AM 2

IT Support Center Call Handling MetricsWeek Beginning: December 27, 2015

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 02:00)

Avg Abandon Time (Target 03:00)

Avg Talk Time (Target 07:00)

Avg After Call Work Time (Target 03:00)

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

Avg Speed to Answer (Target 01:30)

Avg Abandon Time (Target 2:00)

Avg Talk Time (Target 01:00)

Avg After Call Work Time (Target 00:30)

Incoming Call HistoryNumber of calls coming in to either IT Support at 4-4948 or Directory Assistance at 4-1000 over the specified week

0

500

1,000

1,500

2,000

2,500

3,000

Tota

l Cal

ls

WB

201

4122

8W

B 2

0150

104

WB

201

5011

1W

B 2

0150

118

WB

201

5012

5W

B 2

0150

201

WB

201

5020

8W

B 2

0150

215

WB

201

5022

2W

B 2

0150

301

WB

201

5030

8W

B 2

0150

315

WB

201

5032

2W

B 2

0150

329

WB

201

5040

5W

B 2

0150

412

WB

201

5041

9W

B 2

0150

426

WB

201

5050

3W

B 2

0150

510

WB

201

5051

7W

B 2

0150

524

WB

201

5053

1W

B 2

0150

607

WB

201

5061

4W

B 2

0150

621

WB

201

5062

8W

B 2

0150

705

WB

201

5071

2W

B 2

0150

719

WB

201

5072

6W

B 2

0150

802

WB

201

5080

9W

B 2

0150

816

WB

201

5082

3W

B 2

0150

830

WB

201

5090

6W

B 2

0150

913

WB

201

5092

0W

B 2

0150

927

WB

201

5100

4W

B 2

0151

011

WB

201

5101

8W

B 2

0151

025

WB

201

5110

1W

B 2

0151

108

WB

201

5111

5W

B 2

0151

122

WB

201

5112

9

Inbound CallsACD CallsAbandoned CallsFlow Out

Report run on: Jan 4, 2016 7:50:01 AM 1

ITSC Call Handling Metrics

Speed to Answer HistoryAverage time a user waited on hold in order to reach an IT Support Analyst for IT Support or Directory Assistance.

0

1

2

3

4

5

Ave

rage

Spe

ed to

Ans

wer

(min

utes

)

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (02:00)Dir. Assistance Target (01:30)

Abandon Time HistoryAverage amount of time a caller waited on hold before they hung up or opted out to voice mail.

0

2

4

6

8

10

12

Ave

rage

Aba

ndon

Tim

e (m

inut

es)

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (02:00)

Talk Time HistoryAverage duration of time spent speaking with an IT Support Analyst.

0

2

4

6

8

Ave

rage

Tal

k Ti

me

(min

utes

)

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (07:00)Dir. Assistance Target (01:00)

After Call Work HistoryAverage amount of time analysts spend finishing up an incident ticket or completing background work for their previous call.

0.0

0.5

1.0

1.5

2.0

2.5

3.0

Ave

rage

Afte

r Cal

l Wor

k Ti

me

(min

utes

)

WB

201

4122

8

WB

201

5010

4

WB

201

5011

1

WB

201

5011

8

WB

201

5012

5

WB

201

5020

1

WB

201

5020

8

WB

201

5021

5

WB

201

5022

2

WB

201

5030

1

WB

201

5030

8

WB

201

5031

5

WB

201

5032

2

WB

201

5032

9

WB

201

5040

5

WB

201

5041

2

WB

201

5041

9

WB

201

5042

6

WB

201

5050

3

WB

201

5051

0

WB

201

5051

7

WB

201

5052

4

WB

201

5053

1

WB

201

5060

7

WB

201

5061

4

WB

201

5062

1

WB

201

5062

8

WB

201

5070

5

WB

201

5071

2

WB

201

5071

9

WB

201

5072

6

WB

201

5080

2

WB

201

5080

9

WB

201

5081

6

WB

201

5082

3

WB

201

5083

0

WB

201

5090

6

WB

201

5091

3

WB

201

5092

0

WB

201

5092

7

WB

201

5100

4

WB

201

5101

1

WB

201

5101

8

WB

201

5102

5

WB

201

5110

1

WB

201

5110

8

WB

201

5111

5

WB

201

5112

2

WB

201

5112

9

SplitITSC HelpdeskDirectory Assistance

Helpdesk Target (03:00)Dir. Assistance Target (00:30)

Report run on: Jan 4, 2016 7:50:01 AM 2