Campus Help Desk - SLAs

1- Answer 90% of the calls offered

ACD

2- Let the customer know the expected completion time 100% of the time

Call Quality Analysis Form

3- Have complete information on all trouble tickets

If not completed, the ticket will be reassigned to the "Customer Service Management" drop down category in Remedy

4- Answer 80% of the calls held in the queue, less than 2 minutes

ACD