| (ARCHIVE) Average time callers are on hold CSITS-Information Technology |
Measure Definition & Importance |
The Help Desk seeks to provide good customer service by promptly answering calls.
Analysis | |
Average time callers are on hold |
Service Areas |
Attachments |
Measure Data | Last Calculated 4 days ago |
| Period |  | Status | Average time on hold | Sum of amount of time on hold | # 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 | 44.53 | 183,031.00 | 4,110.00 | 10.00 | 15.00 | |
| Nov-19 | | On Target | 49.79 | 165,291.00 | 3,320.00 | 10.00 | 15.00 | |
| Dec-19 | | On Target | 44.87 | 143,215.00 | 3,192.00 | 10.00 | 15.00 | |
| Jan-20 | | On Target | 43.38 | 165,411.00 | 3,813.00 | 10.00 | 15.00 | |
| Feb-20 | | On Target | 47.23 | 180,089.00 | 3,813.00 | 10.00 | 15.00 | |
| Mar-20 | | On Target | 155.45 | 970,021.00 | 6,240.00 | 10.00 | 15.00 | |
| Apr-20 | | On Target | 56.32 | 196,292.00 | 3,485.00 | 10.00 | 15.00 | |
| May-20 | | On Target | 50.28 | 150,980.00 | 3,003.00 | 10.00 | 15.00 | |
| Jun-20 | | On Target | 52.94 | 195,835.00 | 3,699.00 | 10.00 | 15.00 | |
| Jul-20 | | On Target | 50.86 | 165,138.00 | 3,247.00 | 10.00 | 15.00 | |
| Aug-20 | | On Target | 54.75 | 205,823.00 | 3,759.00 | 10.00 | 15.00 | |
| Sep-20 | | On Target | 49.06 | 199,958.00 | 4,076.00 | 10.00 | 15.00 | |
| Oct-20 | | On Target | 34.50 | 127,721.00 | 3,702.00 | 10.00 | 15.00 | |
| Nov-20 | | On Target | 45.08 | 136,822.00 | 3,035.00 | 10.00 | 15.00 | |
| Dec-20 | | On Target | 40.55 | 134,452.00 | 3,316.00 | 10.00 | 15.00 | |
| Jan-21 | | On Target | 46.54 | 149,681.00 | 3,216.00 | 10.00 | 15.00 | |
| Feb-21 | | On Target | 59.34 | 182,056.00 | 3,068.00 | 10.00 | 15.00 | |
| Mar-21 | | On Target | 52.29 | 196,784.00 | 3,763.00 | 10.00 | 15.00 | |
| Apr-21 | | On Target | 52.25 | 204,595.00 | 3,916.00 | 10.00 | 15.00 | |
| May-21 | | On Target | 74.47 | 280,383.00 | 3,765.00 | 10.00 | 15.00 | |
| Jun-21 | | On Target | 65.42 | 261,685.00 | 4,000.00 | 10.00 | 15.00 | |
| Jul-21 | | On Target | 56.19 | 206,145.00 | 3,669.00 | 10.00 | 15.00 | |
| Aug-21 | | On Target | 87.41 | 368,777.00 | 4,219.00 | 10.00 | 15.00 | |
| Sep-21 | | On Target | 63.32 | 255,037.00 | 4,028.00 | 10.00 | 15.00 | |
| Oct-21 | | Monitoring/No Info | 10.00 | 15.00 | ||||
| Nov-21 | | Monitoring/No Info | 10.00 | 15.00 | ||||
| Dec-21 | | Monitoring/No Info | 10.00 | 15.00 | ||||
| Jan-22 | | Monitoring/No Info | ||||||
| Feb-22 | | Monitoring/No Info | ||||||
| Mar-22 | | Monitoring/No Info | ||||||
| Apr-22 | | Monitoring/No Info | ||||||
| May-22 | | Monitoring/No Info | ||||||
| Jun-22 | | Monitoring/No Info | ||||||
| Jul-22 | | Monitoring/No Info | ||||||
| Aug-22 | | Monitoring/No Info | ||||||
| Sep-22 | | Monitoring/No Info |
Data Source Details & Calculation Information |
Data Source: Phone System
Amount of time each call is on hold before it is answered
Sum of amount of time each call is on hold before it is answered
----------------------------------------------------------------------------------------
# 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 |
784821
Target Type |
Performance Liaison Notes |
Administrator Notes |