| (ARCHIVE) Average call abandonment rate DCMITS-Information Technology |
Measure Definition & Importance |
The ITS Help Desk seeks to provide good customer service by promptly answering calls.
Analysis | |
Average call abandonment rate |
Service Areas |
Attachments |
Measure Data | Last Calculated 4 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 | 1.79% | 19.00 | 1,061.00 | 0.00 | 10.00 | 20.00 |
| Nov-19 | | On Target | 2.89% | 25.00 | 865.00 | 0.00 | 10.00 | 20.00 |
| Dec-19 | | On Target | 2.20% | 17.00 | 772.00 | 0.00 | 10.00 | 20.00 |
| Jan-20 | | On Target | 1.82% | 14.00 | 771.00 | 0.00 | 10.00 | 20.00 |
| Feb-20 | | On Target | 2.20% | 17.00 | 771.00 | 0.00 | 10.00 | 20.00 |
| Mar-20 | | On Target | 1.48% | 15.00 | 1,015.00 | 0.00 | 10.00 | 20.00 |
| Apr-20 | | On Target | 2.61% | 17.00 | 652.00 | 0.00 | 10.00 | 20.00 |
| May-20 | | On Target | 1.94% | 12.00 | 618.00 | 0.00 | 10.00 | 20.00 |
| Jun-20 | | On Target | 2.10% | 13.00 | 620.00 | 0.00 | 10.00 | 20.00 |
| Jul-20 | | On Target | 1.13% | 6.00 | 533.00 | 0.00 | 10.00 | 20.00 |
| Aug-20 | | On Target | 2.44% | 17.00 | 697.00 | 0.00 | 10.00 | 20.00 |
| Sep-20 | | On Target | 1.75% | 12.00 | 687.00 | 0.00 | 10.00 | 20.00 |
| Oct-20 | | On Target | 2.02% | 13.00 | 642.00 | 0.00 | 10.00 | 20.00 |
| Nov-20 | | On Target | 2.68% | 14.00 | 523.00 | 0.00 | 10.00 | 20.00 |
| Dec-20 | | On Target | 3.79% | 18.00 | 475.00 | 0.00 | 10.00 | 20.00 |
| Jan-21 | | On Target | 1.85% | 10.00 | 540.00 | 0.00 | 10.00 | 20.00 |
| Feb-21 | | On Target | 2.26% | 11.00 | 487.00 | 0.00 | 10.00 | 20.00 |
| Mar-21 | | On Target | 1.39% | 7.00 | 503.00 | 0.00 | 10.00 | 20.00 |
| Apr-21 | | On Target | 1.47% | 9.00 | 614.00 | 0.00 | 10.00 | 20.00 |
| May-21 | | On Target | 2.61% | 14.00 | 536.00 | 0.00 | 10.00 | 20.00 |
| Jun-21 | | On Target | 2.29% | 12.00 | 525.00 | 0.00 | 10.00 | 20.00 |
| Jul-21 | | On Target | 2.58% | 14.00 | 542.00 | 0.00 | 10.00 | 20.00 |
| Aug-21 | | On Target | 2.18% | 12.00 | 550.00 | 0.00 | 10.00 | 20.00 |
| Sep-21 | | On Target | 2.02% | 12.00 | 593.00 | 0.00 | 10.00 | 20.00 |
| Oct-21 | | Monitoring/No Info | 0.00 | 10.00 | 20.00 | |||
| Nov-21 | | Monitoring/No Info | 0.00 | 10.00 | 20.00 | |||
| Dec-21 | | Monitoring/No Info | 0.00 | 10.00 | 20.00 | |||
| 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
# 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 |
784881
Target Type |
Performance Liaison Notes |
Administrator Notes |