Total ITSC ITSC Helpdesk Directory Assistance

Inbound Calls 894 Inbound Calls 534 Inbound Calls 360

ACD Calls 720 ACD Calls 436 ACD Calls 284

Abandoned Calls 174 Abandoned Calls 98 Abandoned Calls 76

Flow Out 0 Flow Out 0 Flow Out 0

Avg Speed to Answer (Target 02:00) 1:24 Avg Speed to Answer (Target 01:30) 0:30

Avg Abandon Time (Target 03:00) 2:20 Avg Abandon Time (Target 02:00) 0:52

Avg Talk Time (Target 07:00) 8:06 Avg Talk Time (Target 01:00) 1:34

Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)

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

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

IT Support Center Call Handling MetricsWeek Beginning: December 2, 2018

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Total ITSC ITSC Helpdesk Directory Assistance

Inbound Calls 1012 Inbound Calls 631 Inbound Calls 381

ACD Calls 800 ACD Calls 516 ACD Calls 284

Abandoned Calls 212 Abandoned Calls 115 Abandoned Calls 97

Flow Out 0 Flow Out 0 Flow Out 0

Avg Speed to Answer (Target 02:00) 1:49 Avg Speed to Answer (Target 01:30) 0:38

Avg Abandon Time (Target 03:00) 2:19 Avg Abandon Time (Target 02:00) 1:08

Avg Talk Time (Target 07:00) 6:40 Avg Talk Time (Target 01:00) 1:21

Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)

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

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

IT Support Center Call Handling Metrics

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Week Beginning: December 09, 2018

Total ITSC ITSC Helpdesk Directory Assistance

Inbound Calls 1025 Inbound Calls 703 Inbound Calls 322

ACD Calls 804 ACD Calls 573 ACD Calls 231

Abandoned Calls 163 Abandoned Calls 72 Abandoned Calls 91

Flow Out 0 Flow Out 0 Flow Out 0

Avg Speed to Answer (Target 02:00) 2:50 Avg Speed to Answer (Target 01:30) 0:46

Avg Abandon Time (Target 03:00) 2:40 Avg Abandon Time (Target 02:00) 1:02

Avg Talk Time (Target 07:00) 7:37 Avg Talk Time (Target 01:00) 1:29

Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)

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

Inbound Calls

ACD Calls

Abandoned Calls

Flow Out

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IT Support Center Call Handling MetricsWeek Beginning: December 16, 2018

Total ITSC ITSC Helpdesk Directory Assistance

Inbound Calls 867 Inbound Calls 604 Inbound Calls 263

ACD Calls 608 ACD Calls 426 ACD Calls 182

Abandoned Calls 259 Abandoned Calls 178 Abandoned Calls 81

Flow Out 0 Flow Out 0 Flow Out 0

Avg Speed to Answer (Target 02:00) 5:34 Avg Speed to Answer (Target 01:30) 1:04

Avg Abandon Time (Target 03:00) 3:42 Avg Abandon Time (Target 02:00) 1:07

Avg Talk Time (Target 07:00) 7:59 Avg Talk Time (Target 01:00) 1:35

Avg After Call Work Time (03:00) Avg After Call Work Time (00:30)

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

Inbound CallsACD CallsAbandoned CallsFlow Out

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IT Support Center Call Handling MetricsWeek Beginning: December 30, 2018