Wednesday, 1 July 2020

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.

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