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Service Metrics - August 2013 to July 2014

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Click images to go to the relevant chart.

Monthly Demand

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Communication Method

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Calls by Service

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Calls by Type

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Customer Feedback

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Telephone Metrics

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Email Metrics

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Resolved at Service Desk

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Resolved by All Teams

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Call Reassignment

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Definitions

Incident - an event which causes, or may cause, an interruption to, or reduction in the quality of service.

Service Request - a standard pre-approved change to a service e.g. quota increase.

KPI – is a key performance indicator which defines and measures progress toward specified goals.

Service-now - The call management tool used by ITS to log calls and manage workflow. This is the tool within which "tickets" are raised.

Mitel ACD - Automatic Call Distribution software provided by Mitel which distributes telephone calls to available Service Desk Staff.

Service - Any of the services provided by ITS which are logged via the Service Desk. There are exceptions e.g. Audio Visual Services. Details for individual services can be found here.

re exceptions e.g. Audio Visual Services. Details for individual services can be found here.