| (ARCHIVE) Help Desk - Average On Hold Before Answer Average Rate not greater than 120 seconds.ITS-Information Technology |
Measure Definition & Importance |
IT Solutions has a goal to minimize how long customers are on hold before their call is answered.
Analysis | |
Help Desk - Average On Hold Before Answer Average Rate not greater than 120 seconds. |
Service Areas |
Attachments |
Measure Data | Last Calculated 3 days ago |
| Period |  | Status | On Hold Rate | Average seconds on hold | High Variance (FY Target) | Low Variance | Overall Target |
|---|---|---|---|---|---|---|---|
| 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 | | Monitoring/No Info | |||||
| Nov-19 | | Monitoring/No Info | |||||
| Dec-19 | | Monitoring/No Info | |||||
| Jan-20 | | Monitoring/No Info | |||||
| Feb-20 | | Monitoring/No Info | |||||
| Mar-20 | | Monitoring/No Info | |||||
| Apr-20 | | Monitoring/No Info | |||||
| May-20 | | Monitoring/No Info | |||||
| Jun-20 | | Monitoring/No Info | |||||
| Jul-20 | | Monitoring/No Info | |||||
| Aug-20 | | Monitoring/No Info | |||||
| Sep-20 | | Monitoring/No Info | |||||
| Oct-20 | | On Target | 37.00 | 180.00 | 120.00 | ||
| Nov-20 | | On Target | 47.00 | 180.00 | 120.00 | ||
| Dec-20 | | On Target | 44.00 | 180.00 | 120.00 | ||
| Jan-21 | | On Target | 47.00 | 180.00 | 120.00 | ||
| Feb-21 | | On Target | 58.00 | 180.00 | 120.00 | ||
| Mar-21 | | On Target | 51.00 | 180.00 | 120.00 | ||
| Apr-21 | | On Target | 50.70 | 180.00 | 120.00 | ||
| May-21 | | On Target | 73.00 | 180.00 | 120.00 | ||
| Jun-21 | | On Target | 64.00 | 180.00 | 120.00 | ||
| Jul-21 | | On Target | 55.00 | 180.00 | 120.00 | ||
| Aug-21 | | On Target | 86.00 | 180.00 | 120.00 | ||
| Sep-21 | | On Target | 61.00 | 180.00 | 120.00 | ||
| Oct-21 | | Monitoring/No Info | 180.00 | 120.00 | |||
| Nov-21 | | Monitoring/No Info | 180.00 | 120.00 | |||
| Dec-21 | | Monitoring/No Info | 180.00 | 120.00 | |||
| 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: CISCO Phone System
1) Access reports at the following link - https://uccx01.fortworthtexas....
2) Run the report - Helpdesk Detailed Call CSQ Agent Report
3) Set the start and end dates to the first and last day of the appropriate month
4) Select all CSQ names that contain the word "Helpdesk"
5) Run the report
6) Export the report to excel
7) Average the "Queue" column
Performance Liaison |
 | Gregg Heinzman (IT-Information Technology) |
Input Method |
Is this measure a KPI? |
Measure Type |
Comparative Data |
Data Owner |
Measure ID |
925089
Target Type |
Performance Liaison Notes |
Administrator Notes |