Support performance during May 2018
In total, we answered 516 calls over the month. 94% of the high priority calls taken were resolved within 2 hours and 80% of all calls were resolved within the timescale agreed with the caller.
That's a dip in performance compared to recent months reflecting some changes in staffing on the support desk perhaps?
We are about to introduce an extra "self help" option which will assist newer users with some of the common queries in particular. Let's see how that affects our stats in the coming months.
(you can view other blog posts about our support performance by clicking here)
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