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�ynU'rll pFy. <br /> CITY OF SOUTH BEND <br /> r \ INNOVATION AND TECHNOLOGY <br /> Appendix A - Tier 1 Help Desk Support Tickets <br /> **Please note that statistics are for July 31,2016 through February 28,2017 <br /> • For measured months, Help Desk received and handled 1,275 Tier 1 Help Desk tickets <br /> • Help Desk SLA first response target has been met 98.7%of the time <br /> • 76.7%of tickets have been resolved within the first 15 minutes of reporting <br /> • The most common ticket type is Workstation Issues (>50%) <br /> TICKETS BY MOST ACTIVE CREATE DAY/TIME TICKETS BY CREATE DAY/TIME OF DAY <br /> 40 36 250 <br /> 35 32 31 <br /> 30 29 29 28 200 <br /> 26 26 26 25 <br /> 25 150 <br /> 20 <br /> 15 100 <br /> 10 50 <br /> 5 <br /> 0 <br /> 0 <br /> 1Mon 2Tues 3Wed 4Thur SFri 6Sat 75un <br /> Mon Wed Thur Tues Wed Mon Tues Fri Wed Thur <br /> 09:00 10:00 08:00 09:00 08:00 08:00 08:00 08:DO 09:00 10:00 ■Morning ■Afternoon ■Evening ■Overnight <br /> Your busiest ticket hour of the week is Mon 09:00. This chart shows you the time of day that you have <br /> (microlntegration gets the most tickets from all clients at Fri submitted tickets for each day of the week. <br /> 10:00) <br /> How did the ticket performance vary for your employees? <br /> TICKETS BY ISSUE TYPE(GROUPED BY CLIENT EMPLOYEE) <br /> Terri Swift <br /> Sue Gerlach <br /> Brenda Hall <br /> Kathy Eli <br /> Mary Wisniewski <br /> Eva Ennis <br /> Kyle Shuppert <br /> Cecil Eastman <br /> Ayoka Paek <br /> Emily leyes <br /> Kristine Skoglund <br /> Matt Esau <br /> Joseph Molnar <br /> Karina Carmona <br /> Cynthia Simmons <br /> Shawn Delahanty <br /> 0 5 10 15 20 25 30 35 <br /> ■(blank) ■Data Center ■Administration ■Server ■Networking ■Workstation ■Contracts&Billing <br /> What types of tickets are being submitted by your employees? <br /> *Graphs show a sampling of the past 6 months <br />