Assumption:
The results of the report are calculated based on the following:
- Classroom support calls
- Help Desk daily operation calls
- On-site support calls that within our control.
Note: This report excludes the calls that far beyond our control. For
example, this report does not include the call involving calling vendor
for hardware repair.
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Year 2013 |
Jan |
Feb |
Mar |
Apr |
May |
Jun |
Jul |
Aug |
Sep |
Oct |
Nov |
Dec |
Call closing time per month within 3 working days
(With Target Call % = 90%) (PPA) |
95.4% |
95.7% |
93.7% |
91.0% |
89.5% |
94.0% |
92.4% |
96.4% |
93.6% |
92.4% |
91.3% |
94.5% |
Response time on recorded message at ITS Help Desk
hotline < 24 hours per month
(With Target Call % = 95 %) (PPB) |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
Call closing time per month within 15 minutes
(With Target Call % >= 10% of total call) |
46.1% |
39.6% |
37.0% |
39.7% |
34.9% |
58.8% |
27.3% |
44.8% |
47.3% |
27.7% |
30.1% |
30.3% |
Remarks |
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*May-R1 |
*Jun-RI |
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*May-R1:
Since there were a lot of on-site calls pending to be done after holiday, percentage of calls solved within 3 working days was relatively low.
*Jun-R1:
The number of calls relating to 'Password' has increased significantly to 48.4%, mainly because of the incident on Account Systems on 13 Jun. It created a lot of user enquires and requests to reset the account password, which is also the reason for the big jump in the percentage of calls solved by helpdeskers within a short period of time.
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