| Calls are resolved on the first contact with the Help DeskITS-Information Technology |
Measure Definition & Importance |
Superior customer service is achieved by maximizing the # of calls that can be resolved the first time the caller contacts the Help Desk (follow-up is not needed).
Analysis | |
Calls are resolved on the first contact with the Help Desk |
Service Areas |
-
ITS.2.3 Customer Service & End User Experience
ITS-Information Technology
Attachments |
Measure Data | Last Calculated 3 days ago |
| Period |  | Status | % resolved on first contact | # of HEAT tickets resolved on first contact | # of HEAT tickets 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 | 73.98% | 2,186.00 | 2,955.00 | 100.00% | 70.00% | 60.00% |
| Nov-19 | | On Target | 72.73% | 1,656.00 | 2,277.00 | 100.00% | 70.00% | 60.00% |
| Dec-19 | | On Target | 71.48% | 1,812.00 | 2,535.00 | 100.00% | 70.00% | 60.00% |
| Jan-20 | | On Target | 73.33% | 2,172.00 | 2,962.00 | 100.00% | 70.00% | 60.00% |
| Feb-20 | | On Target | 71.04% | 2,063.00 | 2,904.00 | 100.00% | 70.00% | 60.00% |
| Mar-20 | | On Target | 75.79% | 3,093.00 | 4,081.00 | 100.00% | 70.00% | 60.00% |
| Apr-20 | | On Target | 78.18% | 2,136.00 | 2,732.00 | 100.00% | 70.00% | 60.00% |
| May-20 | | On Target | 74.74% | 1,781.00 | 2,383.00 | 100.00% | 70.00% | 60.00% |
| Jun-20 | | On Target | 73.70% | 2,105.00 | 2,856.00 | 100.00% | 70.00% | 60.00% |
| Jul-20 | | On Target | 75.40% | 1,897.00 | 2,516.00 | 100.00% | 70.00% | 60.00% |
| Aug-20 | | On Target | 74.12% | 2,254.00 | 3,041.00 | 100.00% | 70.00% | 60.00% |
| Sep-20 | | On Target | 77.87% | 2,653.00 | 3,407.00 | 100.00% | 70.00% | 60.00% |
| Oct-20 | | On Target | 75.45% | 2,237.00 | 2,965.00 | 100.00% | 70.00% | 60.00% |
| Nov-20 | | On Target | 75.97% | 1,979.00 | 2,605.00 | 100.00% | 70.00% | 60.00% |
| Dec-20 | | On Target | 73.80% | 2,056.00 | 2,786.00 | 100.00% | 70.00% | 60.00% |
| Jan-21 | | On Target | 75.37% | 1,961.00 | 2,602.00 | 100.00% | 70.00% | 60.00% |
| Feb-21 | | On Target | 72.89% | 1,836.00 | 2,519.00 | 100.00% | 70.00% | 60.00% |
| Mar-21 | | On Target | 73.56% | 2,367.00 | 3,218.00 | 100.00% | 70.00% | 60.00% |
| Apr-21 | | On Target | 73.58% | 2,365.00 | 3,214.00 | 100.00% | 70.00% | 60.00% |
| May-21 | | On Target | 74.24% | 2,213.00 | 2,981.00 | 100.00% | 70.00% | 60.00% |
| Jun-21 | | On Target | 71.40% | 2,372.00 | 3,322.00 | 100.00% | 70.00% | 60.00% |
| Jul-21 | | On Target | 70.19% | 2,103.00 | 2,996.00 | 100.00% | 70.00% | 60.00% |
| Aug-21 | | On Target | 74.86% | 2,546.00 | 3,401.00 | 100.00% | 70.00% | 60.00% |
| Sep-21 | | On Target | 74.74% | 2,506.00 | 3,353.00 | 100.00% | 70.00% | 60.00% |
| Oct-21 | | Monitoring/No Info | 100.00% | 70.00% | 60.00% | |||
| Nov-21 | | Monitoring/No Info | 100.00% | 70.00% | 60.00% | |||
| Dec-21 | | Monitoring/No Info | 100.00% | 70.00% | 60.00% | |||
| Jan-22 | | Monitoring/No Info | 100.00% | 70.00% | 60.00% | |||
| 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 |
HEAT system
# of HEAT incidents marked as resolved on first contact
# of HEAT incidents received during the month
# of HEAT incidents marked as having been resolved on the 1st contact
--------------------------------------------------------------------------------------------- * 100
# of HEAT incidents received during the month
Performance Liaison |
 | Gregg Heinzman (IT-Information Technology) |
Target Type |
Measure Type |
Data Owner |
Measure ID |
784822
Performance Liaison Notes |
Administrator Notes |