| (ARCHIVE) Maximum time callers are on hold (Percentage of calls on hold for 10 minutes or less) DCM (ARCHIVE)ITS-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 5 days ago |
| Period |  | Status | Average time on hold | Sum of amount of time on hold | # of calls recieved | 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 |  | Insufficient Progress | 0.70 | 6.00 | 852.00 | 100.00 | 90.00 | 70.00 |
| Nov-19 | | Insufficient Progress | 0.23 | 2.00 | 865.00 | 100.00 | 90.00 | 70.00 |
| Dec-19 | | Insufficient Progress | 0.52 | 4.00 | 772.00 | 100.00 | 90.00 | 70.00 |
| Jan-20 | | Insufficient Progress | 0.13 | 1.00 | 771.00 | 100.00 | 90.00 | 70.00 |
| Feb-20 | | Insufficient Progress | 0.26 | 2.00 | 771.00 | 100.00 | 90.00 | 70.00 |
| Mar-20 | | Insufficient Progress | 3.05 | 31.00 | 1,015.00 | 100.00 | 90.00 | 70.00 |
| Apr-20 | | Insufficient Progress | 1.23 | 8.00 | 652.00 | 100.00 | 90.00 | 70.00 |
| May-20 | | Insufficient Progress | 0.97 | 6.00 | 618.00 | 100.00 | 90.00 | 70.00 |
| Jun-20 | | Insufficient Progress | 0.65 | 4.00 | 620.00 | 100.00 | 90.00 | 70.00 |
| Jul-20 | | Insufficient Progress | 0.56 | 3.00 | 533.00 | 100.00 | 90.00 | 70.00 |
| Aug-20 | | Insufficient Progress | 0.57 | 4.00 | 697.00 | 100.00 | 90.00 | 70.00 |
| Sep-20 | | Insufficient Progress | 0.29 | 2.00 | 687.00 | 100.00 | 90.00 | 70.00 |
| Oct-20 | | Monitoring/No Info | 90.00 | 90.00 | 70.00 | |||
| Nov-20 | | Monitoring/No Info | 90.00 | 90.00 | 70.00 | |||
| Dec-20 | | Monitoring/No Info | 90.00 | 90.00 | 70.00 | |||
| Jan-21 | | Monitoring/No Info | ||||||
| Feb-21 | | Monitoring/No Info | 90.00 | 90.00 | 70.00 | |||
| Mar-21 | | Monitoring/No Info | ||||||
| Apr-21 | | Monitoring/No Info | ||||||
| May-21 | | Monitoring/No Info | ||||||
| Jun-21 | | Monitoring/No Info | ||||||
| Jul-21 | | Monitoring/No Info | ||||||
| Aug-21 | | Monitoring/No Info | ||||||
| Sep-21 | | Monitoring/No Info | ||||||
| Oct-21 | | Monitoring/No Info | ||||||
| Nov-21 | | Monitoring/No Info | ||||||
| Dec-21 | | Monitoring/No Info | ||||||
| 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,
# of calls received during the month.
# of calls on hold 10 minutes or less
--------------------------------------------------- *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 |
784882
Target Type |
Performance Liaison Notes |
Administrator Notes |