OIT Performance Metrics: Client Technology
Total Customer Contacts by Month:
This chart presents total contact volume by the month. Please notice that average is between 6 and 8 thousand customer contacts per month. Most but not all contacts result in a ticket being created in the Footprints help desk application.
How Customers contact us:
Customers may contact client technology for help or to request other services either by email or by phone. The number of emails are represented by the dark blue blue bars , the calls to the help desk number of 624-7700 are represented by the light blue bars
Percentage of Incoming calls taken:
The percentage of incoming calls connected to a client technology technician before the customer hangs up or times out in a phone queue is an important metric we follow. We want to answer the phone promptly and begin to work on our customer requests. An average of 96% of all calls are taken. The OIT service center is in the top 20 percentile for the national average of calls taken by service centers.
Contact Service Catalog Webmaster Page last modified: August 23, 2012