Support desk performance for June 2020

Our support desk is seeing almost normal levels of activity now, another indicator that the economy is starting to recover and return to a "new normal".

In June, Jess & Will took 484 calls - the busiest month since February:

Month	In time (%)	In time (H) (%)	In time (total)	In time (H) (total)	Total solved
2020-06	86.57	94.35	419	167	484
2020-05	90.03	92.16	289	94	321
2020-04	90.06	93.75	290	105	322
2020-03	87.21	94.48	409	154	469
2020-02	83.84	91.76	415	156	495
2020-01	90.31	95.29	503	182	557

More than 94% of the highest priority calls (of which there were 167 in total) were solved within 2 hours - quite an achievement considering that most of the support technicians and developers were working from home for much of the month.

The overall success rate for solving problems in the timescales set by our customers was a little lower, at 86%, but still a decent performance for the month.

Don't forget - we're the only asbestos software company (we are the creators of market-leading Alpha Tracker) who offer 24x7 personal support to all of our customers and we publish our performance each and every month so you can see what to expect if you choose to work with us.