| Average call abandonment rate CSITS-Information Technology |
Measure Definition & Importance |
The ITS Help Desk seeks to provide good customer service by promptly answering calls.
The average rate at which calls to the Help Desk are abandoned by callers is not higher than 10%
Analysis | |
Average call abandonment rate |
Service Areas |
-
ITS.2.3 Customer Service & End User Experience
ITS-Information Technology
Attachments |
Measure Data | Last Calculated 3 days ago |
| Period |  | Status | Abandonment rate | # of calls abandoned | # of calls received | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Oct-18 |  | Monitoring/No Info | ||||||
| Nov-18 | | Monitoring/No Info | ||||||
| Dec-18 | | Monitoring/No Info | ||||||
| Jan-19 | | Monitoring/No Info | ||||||
| Feb-19 | | Monitoring/No Info | ||||||
| Mar-19 | | Monitoring/No Info | ||||||
| Apr-19 | | Monitoring/No Info | ||||||
| May-19 | | Monitoring/No Info | ||||||
| Jun-19 | | Monitoring/No Info | ||||||
| Jul-19 | | Monitoring/No Info | ||||||
| Aug-19 | | Monitoring/No Info | ||||||
| Sep-19 | | Monitoring/No Info | ||||||
| Oct-19 | | On Target | 6.37% | 279.00 | 4,377.00 | 0% | 10.00% | 20.00% |
| Nov-19 | | On Target | 9.25% | 328.00 | 3,545.00 | 0% | 10.00% | 20.00% |
| Dec-19 | | On Target | 7.75% | 259.00 | 3,341.00 | 0% | 10.00% | 20.00% |
| Jan-20 | | On Target | 7.89% | 314.00 | 3,982.00 | 0% | 10.00% | 20.00% |
| Feb-20 | | On Target | 6.95% | 265.00 | 3,813.00 | 0% | 10.00% | 20.00% |
| Mar-20 |  | Lagging | 18.24% | 1,138.00 | 6,240.00 | 0% | 10.00% | 20.00% |
| Apr-20 | | On Target | 6.28% | 219.00 | 3,485.00 | 0% | 10.00% | 20.00% |
| May-20 | | On Target | 5.79% | 174.00 | 3,003.00 | 0% | 10.00% | 20.00% |
| Jun-20 | | On Target | 7.19% | 266.00 | 3,699.00 | 0% | 10.00% | 20.00% |
| Jul-20 | | On Target | 7.15% | 240.00 | 3,355.00 | 0% | 10.00% | 20.00% |
| Aug-20 | | On Target | 8.54% | 315.00 | 3,688.00 | 0% | 10.00% | 20.00% |
| Sep-20 | | On Target | 6.75% | 275.00 | 4,076.00 | 0% | 10.00% | 20.00% |
| Oct-20 | | On Target | 7.02% | 265.00 | 3,773.00 | 0% | 10.00% | 20.00% |
| Nov-20 | | On Target | 8.07% | 253.00 | 3,135.00 | 0% | 10.00% | 20.00% |
| Dec-20 | | On Target | 6.90% | 236.00 | 3,419.00 | 0% | 10.00% | 20.00% |
| Jan-21 | | On Target | 7.21% | 239.00 | 3,313.00 | 0% | 10.00% | 20.00% |
| Feb-21 | | On Target | 8.86% | 282.00 | 3,184.00 | 0% | 10.00% | 20.00% |
| Mar-21 | | On Target | 7.63% | 294.00 | 3,852.00 | 0% | 10.00% | 20.00% |
| Apr-21 | | On Target | 7.71% | 309.00 | 4,010.00 | 0% | 10.00% | 20.00% |
| May-21 | | Lagging | 10.87% | 419.00 | 3,853.00 | 0% | 10.00% | 20.00% |
| Jun-21 | | On Target | 9.53% | 390.00 | 4,091.00 | 0% | 10.00% | 20.00% |
| Jul-21 | | On Target | 9.26% | 350.00 | 3,780.00 | 0% | 10.00% | 20.00% |
| Aug-21 | | Lagging | 13.40% | 580.00 | 4,327.00 | 0% | 10.00% | 20.00% |
| Sep-21 | | On Target | 8.70% | 360.00 | 4,136.00 | 0% | 10.00% | 20.00% |
| Oct-21 | | Lagging | 12.38% | 594.00 | 4,800.00 | 0% | 10.00% | 20.00% |
| Nov-21 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Dec-21 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Jan-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Feb-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Mar-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Apr-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| May-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Jun-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Jul-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Aug-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% | |||
| Sep-22 | | Monitoring/No Info | 0% | 10.00% | 20.00% |
Data Source Details & Calculation Information |
Data Source: Phone System
# of calls abandoned,
# of calls received during the month.
Average is not greater than 10% 100% of the time.
# of calls abandoned
--------------------------------------------------- *100
# of calls received
Performance Liaison |
 | Gregg Heinzman (IT-Information Technology) |
Input Method |
Is this measure a KPI? |
Measure Type |
Comparative Data |
Data Owner |
Measure ID |
784820
Target Type |
Performance Liaison Notes |
Administrator Notes |