Friday, 7 November 2014

Support stats for October 2014

We've had a really challenging month on the support desk.

Three client systems suffered critical failures in the same week which caused our support call volumes to more than double at the same time that the help desk staff were short-handed due to holiday and illness.

The result is as follows - a real dip in performance and we apologise if you were affected by the stress that the support staff were under:

Start Software support stats for October 2014
We still managed to resolve 91% of high priority calls in time - but the other calls suffered and we dropped to 83%.

Month
In time (%)
In time (H) (%)
In time (total)
In time (H) (total)
Total solved
2014-10
83.10
91.19
467
176
562
2014-09
93.72
95.29
448
162
478
2014-08
90.57
94.30
413
149
456
2014-07
88.60
91.32
513
200
579
2014-06
91.57
96.22
456
178
498
2014-05
87.99
91.61
403
142
458
 
 
 
2700
1007
3031

If you have any concerns, please contact Support Director Elaine Porter on 0845 612 2402.

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