Assumption:

The results of the report are calculated based on the following:
  1. Classroom support calls
  2. Help Desk daily operation calls
  3. 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.

<next>

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         *May-R1 *Jun-RI            

*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.