Algonquin College - Information Technology Services

Daily Report - Calls Placed and Received By 5555 (March 2008)

Overview

This table shows the call volume for each day of the current month. The Call volume is broken down into several details:

Calls Placed: The number of outgoing calls placed by the Help Desk
Calls Answered: The number of incoming calls answered by the Help Desk
Calls Abandoned: The number of calls that disconnected prior to speaking with the Help Desk
Answered withing 40 Seconds (%): Number of incoming calls answered within forty seconds of arriving in the Help Desk queue

Date (March)	Calls Placed	Calls Answered	Calls Abandoned	Calls Answered Within 40 Seconds (%)
1	20	19	1	100%
2	24	22	2	95%
3	164	141	23	79%
4	175	118	57	49%
5	183	137	46	63%
6	139	122	17	83%
7	162	128	34	49%
8	37	35	2	83%
9	27	21	6	76%
10	159	128	31	63%
11	171	153	18	78%
12	178	161	17	78%
13	144	121	23	83%
14	121	104	17	78%
15	23	23	0	96%
16	21	19	2	84%
17	154	133	21	78%
18	171	150	21	78%
19	165	141	24	81%
20	134	118	16	75%
21	CLOSED
22	15	14	1	86%
23	13	11	2	91%
24	113	103	10	83%
25	200	168	32	77%
26	135	121	14	73%
27	152	127	25	78%
28	158	126	32	55%
29	36	32	4	97%
30	41	28	13	89%
31	181	146	35	75%
TOTAL	3416	2870	546	78%