Monday, 3 July 2017

Support desk stats for June 2017

The Start Software support team worked hard in June to improve their support stats (see May's disappointing results here) but it was another tough month:

Month
In time (%)
In time (H) (%)
In time (total)
In time (H) (total)
Total solved
2017-06
84.71
89.73
432
131
510
2017-05
80.66
90.45
463
142
574
2017-04
92.89
97.40
470
150
506
2017-03
88.45
94.36
605
184
684
2017-02
88.70
95.33
424
102
478
2017-01
92.00
92.41
414
73
450
 
 
 
2808
782
3202

The overall % is up 4 points meaning that 84% of all calls logged were resolved within the timeframe set by our customers but the score for high priority calls was actually slightly down (to 89%).  This means that our response to urgent calls has dropped below 90% for the first time in a long time.

More hard-scratching required by the support desk supervisors I think to get a better set of results for July.


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