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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 2017 |
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) |
96.3% |
94.8% |
96.9% |
95.7% |
95.1% |
92.1% |
94.0% |
88.2% |
98.7% |
97.2% |
93.9% |
95.7% |
Response time on recorded message at IT Help Desk
hotline < 24 hours per month
(With Target Call % = 95 %) (PPB) |
100% |
100% |
97.1% |
100% |
98.0% |
97.7% |
98.0% |
96.0% |
99.1% |
98.8% |
100% |
100% |
Call closing time per month within 15 minutes
(With Target Call % >= 10% of total call) |
21.1% |
29.0% |
36.8% |
33.8% |
24.2% |
29.2% |
21.9% |
18.1% |
53.9% |
43.9% |
42.7% |
20.9% |
| Remarks |
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