Ticket Categories

• Each time someone contacts the Service Desk, regardless of the type of contact, a ticket is made that describes the type of question the interaction was about. This lists the top ten types of questions we’ve answered so far this year.

Average Call Duration YTD

• The average time each phone call lasted. This graph shows from January to the current month.

Chats Taken

• The number of times someone contacted the Service Desk through a chat.

Average Call Volume

• The number of times someone contacted the Service Desk through a phone call.