Our support desk performance improved for urgent issues in February, back to a more normal 92% of calls being solved within 2 hours. This is a significant improvement compared to January's performance.
We're continuing to monitor our performance when dealing with lower priority problems as 84% overall is not as good as we'd like. Working from home is the key factor here - the support desk staff simply can't do their jobs as well when they are not sitting in the same location.
Hopefully, we'll all be back to normal soon!
|
Month |
In time (%) |
In time (H) (%) |
In time (total) |
In time (H) (total) |
Total solved |
|
2021-02 |
85.92 |
92.31 |
470 |
96 |
547 |
|
2021-01 |
84.46 |
85.15 |
424 |
86 |
502 |
|
2020-12 |
83.47 |
95.24 |
313 |
100 |
375 |
|
2020-11 |
87.34 |
96.38 |
421 |
133 |
482 |
|
2020-10 |
83.23 |
86.51 |
392 |
109 |
471 |
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