Service Desk Stats – 6/30/2016

  • Call Center
    • Calls taken: 137
    • Abandons (rate, time): 5 (4%, 47 seconds)
    • Max Cohen assessment: Decent day.
  • Field
    • Total appointments: 23
    • Pick-ups: 5
    • Placements: 7
    • Other: 11
  • Builds
    • Computers built: 9
    • Computers pending build: 3
    • Computer intake: 5
    • Oldest computer awaiting build: 6/30/2016
  • Tickets
    • Tickets created today: 143
    • Created today and still open: 34
    • Total open: 117
    • Old tickets (2+ days): 11
    • Oldest: 6/23/2016
  • Cascades IT
    • Cascades calls: 2
    • Cascades emails: 9
    • Cascades builds: 2
    • Cascades arm-grabs: 3
    • Cascades other jobs: 4
  • Customer Feedback
    • Surveys: 7
    • Survey Average (out of 5): 5

Service Desk Stats – 6/28/2016

  • Call Center
    • Calls taken: 174
    • Abandons (rate, time):  13 (16 seconds)
    • Max Cohen assessment: Busy day; not too stressful.
  • Field
    • Total appointments: 20
    • Pick-ups: 5
    • Placements: 10
    • Other: 5
  • Builds
    • Computers built: 11
    • Computers pending build: —
    • Computer intake: 14
    • Oldest computer awaiting build: —
  • Tickets
    • Tickets created today: 177
    • Created today and still open: 9
  • Customer Feedback
    • Ticket surveys received: 8
    • Average score (out of 5): 4.9
  • Cascades IT
    • Cascades calls: 7
    • Cascades emails: 8
    • Cascades arm-grabs: 4
    • Cascades other jobs: 2

Service Desk Stats – 6/29/2016

  • Call Center
    • Calls taken: 166
    • Abandons (rate, time): 9 (5%, 30 seconds)
    • Max Cohen assessment: “Pretty busy day, and the calls came in waves.  At one point we had all the students plus Keenan, David, and myself in calls and there were 6 calls on hold.  Overall not bad, though the queue was higher than I like to see at the end of the day.”
  • Field
    • Total appointments: 23
    • Pick-ups: 6
    • Placements: 11
    • Other: 6
  • Builds
    • Computers built: 14
    • Computers pending build: 7
    • Computer intake: 4
    • Oldest computer awaiting build: 6/27/2016
  • Tickets
    • Tickets created today: 147
    • Created today and still open: 16
    • Total open: 80
    • Old tickets: 20%
    • Oldest: 6/23/2016
  • Customer Feedback
    • Ticket surveys received: 6
    • Average score (out of 5):
  • Cascades IT
    • Cascades calls:
    • Cascades emails:
    • Cascades builds:
    • Cascades arm-grabs:
    • Cascades site visits:
    • Cascades Recommendations/Purchases:

Service Desk Stats – 6/27/2016

  • Call Center
    • Calls taken: 154
    • Abandons (rate, time): 5 (3%, 33 seconds)
    • Max Cohen assessment:
  • Field
    • Total appointments: 22
    • Pick-ups: 8
    • Placements: 5
    • Other: 9
  • Builds
    • Computers built: 12
    • Computers pending build: —
    • Computer intake: 8
    • Oldest computer awaiting build: —
  • Tickets
    • Tickets created today: 149
    • Created today and still open: 11
    • Total open: —
    • Old tickets: 6/23/2016
  • Customer Feedback
    • Ticket surveys received: 4
    • Average score (out of 5): 5
  • Cascades IT
    • Cascades calls: 6
    • Cascades emails: 2
    • Cascades builds: 1
    • Cascades arm-grabs: 7
    • Cascades site visits: 3
    • Cascades Recommendations/Purchases: 2

Service Desk Stats – 6/24/2016

  • Call Center:
    • Calls taken: 129
    • Abandons: 10
    • Abandon rate: 8%
    • Average abandon time: 14 seconds
    • Max Cohen assessment: “Another good day. No major fires or disasters; stress levels were fairly low.”
  • Field:
    • Appointments: 20
      • Pick-ups: 5
      • Placements: 7
      • Troubleshoots/other: 12
  • Builds:
    • Computers built: 7
    • Computers pending build: 17
    • Computer intake: 10
    • Oldest computer awaiting build: 6/22/2016
  • Tickets:
    • Tickets created (Base, Accounts, Recommendations): 134
      • Base/Bench queues: 114
      • Accounts/Recommendations queues: 20
    • Created today and still open: 6
    • Total open: 73
    • Old tickets (2+ business days): 5%
  • Customer Feedback:
    • Ticket surveys received: 5
    • Average score (out of 5): 5
  • Cascades IT
    • Cascades calls: 9
    • Cascades emails: 8
    • Cascades arm-grabs: 11
    • Cascades site visits (lab, A/V, moves): 4

Service Desk Stats – 6/23/2016

Team,

What other stats should we collect? This is for an executive summary to be shared up the food chain.

Calls taken: 141
Abandons: 4
Abandon rate: 3%
Average abandon time: 55 seconds
Max Cohen assessment: “It was a good day.”
Field appointments: 15
Pick-ups: 4
Placements: 6
Troubleshoots/other: 5 (Includes all-day job to help Washington County Extension move offices)
Computers built: 7
Computers pending build: 15
Computer intake: 6
Oldest computer awaiting build: 6/21/2016
Tickets created (Base, Accounts, Recommendations): 173
Base queue: 146
Accounts/Recommendations queues: 19
Created today and still open: 11
Total open: 64
Old tickets (2+ business days): 14%
Ticket surveys received: 8
Average score (out of 5): 4.25

Rebuilds and troubleshooting

Before we schedule a computer rebuild, we need to investigate and determine that there is a legitimate need for rebuild.  In many cases we can get the computer to the standard the customer needs without rebuilding.  Legitimate needs for rebuild include:

  • Machine has been offline for a long time and needs tons of updates, Office needs to be upgraded, machine is still running SEP, etc.
  • Persistent issues with the machine that are still problematic after troubleshooting
  • Malware infection
  • Operating System change

In particular we should not be scheduling rebuilds just because a computer is running slowly or being transferred to a new user- we can troubleshoot performance issues and clean up unnecessary profiles faster and easier than doing a rebuild.

When doing troubleshooting, it’s vital to include the steps taken as part of the troubleshoot in your ticket updates.  The machine details (specifically hostname and inventory ID) are required information; using the template but not entering those details is not sufficient.  Failing to include troubleshooting steps or machine details in the ticket will be considered a performance issue.

Finally, if you schedule a machine to be picked up for hardware troubleshooting at the build bench, please specifically state this in the ticket and highlight that line so it’s very visible to Field and Bench staff.

Let me know if you have questions.