| Overview |
This table shows a comparison of the call volume for each month of the current year compared to the same
month in the previous year. 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
This table is the same as the other call volume tables except that it has two columns for each of the details.
The first column is for the previous year, the second column is for the current year (in this case 2007 and
2008).
|
Month |
Calls Placed |
Calls Answered |
Calls Abandoned |
Calls Answered Within 40 Seconds (%) |
| |
2007 |
2008 |
2007 |
2008 |
2007 |
2008 |
2007 |
2008 |
Jan |
4099 |
4127 |
3400 |
3489 |
699 |
638 |
71% |
76% |
Feb |
2505 |
2489 |
2015 |
2080 |
490 |
409 |
78% |
82% |
Mar |
2430 |
2489 |
2111 |
2080 |
319 |
409 |
82% |
82% |
Apr |
2721 |
N/A |
2298 |
N/A |
423 |
N/A |
84% |
N/A |
May |
2501 |
N/A |
2206 |
N/A |
295 |
N/A |
87% |
N/A |
June |
2334 |
N/A |
1986 |
N/A |
348 |
N/A |
79% |
N/A |
July |
2040 |
N/A |
1788 |
N/A |
252 |
N/A |
87% |
N/A |
Aug |
3787 |
N/A |
3203 |
N/A |
583 |
N/A |
79% |
N/A |
Sep |
6694 |
6006 |
5394 |
4456 |
1298 |
1215 |
61% |
85% |
Oct |
3600 |
3278 |
2963 |
2657 |
637 |
510 |
73% |
89% |
Nov |
2732 |
3174 |
2212 |
2462 |
518 |
622 |
73% |
91% |
Dec |
1957 |
|
1612 |
|
351 |
|
83% |
|
|
