OIT Metrics
oit monthly metrics
All metrics are for the period 1/1/08 - 1/31/08 unless otherwise noted.
Campus Help Desk
| Campus Help Desk | January 2008 | Industry Standards * |
|---|---|---|
| Total Incoming Calls | 3,928 calls | (During business hours from 7:00 am to 6:00 pm) |
During business hours from 7:00 a.m. to 6:00 p.m. |
||
Average wait time before call abandonment |
109 seconds | 160 seconds |
| Abandoned Calls | 96 calls | |
| Percentage of abandoned calls | 2% | 5.5% |
| Average Speed to Answer | 8 seconds | 50% < 60 seconds |
| Average Call Length | 1:59 minutes | 8 minutes |
Average calls per agent (8 hour shift) |
46 | 25-30 |
* Industry standards provided by STI Knowledge
campus telephone operators
| Campus Telephone Operators | January 2008 | Industry Standards * |
|---|---|---|
| Incoming Calls Answered | 16,888 calls | (During business hours from 7:00 am to 6:00 pm) |
During business hours from 7:00 a.m. to 6:00 p.m. |
||
Average speed to answer |
10 seconds | 50% < 60 seconds |
February 2007 thru January 2008 |
||
| Incoming Calls Answered | 159,000 | |
