|
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.
<previous>
<next>
| Year 2015 |
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) |
92.4% |
92.1% |
91.9% |
91.1% |
93.4% |
91.7% |
90.4% |
91.9% |
88.2% |
90.1% |
91.1% |
88.5% |
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) |
23.8% |
25.9% |
37.1% |
26.1% |
21.1% |
22.8% |
14.7% |
22.1% |
31.1% |
20.1% |
17.2% |
18.2% |
| Remarks |
|
|
|
|
|
|
|
|
*Sep-R1 |
|
|
*Dec-R1 |
Remarks:
*Sep-R1:
There were a lot of calls involving 'Network' & 'IP Phone' problem in Sep, and relatively low percentage of these calls were solved within 3 working days was relatively low.
*Dec-R1:
Since there were a lot of calls pending to be done after holiday, percentage of calls solved within 3 working days was relatively low.
|