Service Metrics: August 2012 to Current Date (updated monthly)

1. Tickets Resolved by the Deskside Services Team by Service Product

 

Total Tickets Resolved: 7,769

2. Deskside Resolved 'Tickets' by Call Type

 

3. Performance Metrics

• Monthly average time to resolve 'tickets'
  
  

  
   

  *On average Users can expect their call to be resolved within 2 working days (i.e. 16 hours). Exludes calls relating to Workarea Service.
  

• Monthly resolution against Service Level Target
  

  

  *SLT relates to standard priority (P3) calls which are expected to be resolved within 4 working days. Over the current period, resolution average for P3 calls resolved by Deskside team within 4 working days is 93%.

4. Customer Feedback for Calls Resolved by Deskside Services

Click images to go to the relevant chart.

Calls by Service Product

Calls by Type

Avg Time to Resolve

Resolution SLT

Customer Feedback