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These monthly statistics are designed to show the volume of contacts being received by the ITR Service Desk and the Service Desk's ability to resolve those issues
Total number of tickets created by the Service Desk (SD) in 2009 (to 30-Oct-2009):19,010 tickets
Total number of tickets created by ITR in 2009 (to 30-Oct-2009): 24,442 tickets
Figure 1. Tickets created by ITR in total showing the sub-set created by the Service Desk
Figure 2.Tickets resolved by ITR in total showing the sub-set resolved by the Service Desk
Figure 3. Break down of calls last month by category
First call Resolution (FCR)
Definition: FCR: Percentage of incoming calls that can be resolved without the use of a callback, or without having the caller call back the helpdesk to finish resolving the case. Eg: total calls resolved during first contact / total number of first calls.
Calculation method:
All calls resolved by the Service Desk group (where creation date=resolution date)/total calls created by SD
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Created by Service Desk |
Resolved by Service Desk same day |
FCR |
Jan-09 |
1354 |
596 |
44% |
Feb-09 |
2297 |
1128 |
49% |
Mar-09 |
2322 |
1052 |
45% |
Apr-09 |
1546 |
611 |
40% |
| May-09 |
1802 |
776 |
43% |
| June-09 |
1825 |
857 |
47% |
| July-09 |
3145 |
1778 |
57% |
| Aug-09 |
1925 |
679 |
35% |
| Sep-09 |
1384 |
402 |
29% |
| Oct-09 |
1410 |
464 |
33% |
It should be noted that a significant percentage of calls to the Service Desk can only be resolved by other support groups. As the AD image is rolled out the ability of the Service Desk to reliably remotely connect to user PC’s will also allow us to increase the FCR.
Figure 4. FCR, Tickets created by the Service Desk versus tickets resolved by the Service Desk on the same day created.
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