Medical College of Georgia
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      Current Status - IT Service Desk
For 8-28-2008:
Average expected hold time: less than 2 minutes.
     Browse Historical Data
    Remedy
FlashBoard
       coming soon...
Bulletin Board
       coming soon...
Historical Month & Year    


 
   
 < MonthAugust, 2008Month > 
< YearYear >
SMTWTFS
1 2
3 4 5 6 7 8 9
10 11 12 13 14 15 16
17 18 19 20 21 22 23
24 25 26 27 28 29 30
31

  Totals for 8-28-2008    
Type Agent Name Calls Hold Time Talk Time
    219 00:00:19 00:02:18

  By The Type of Call    
Type Agent Name Calls Hold Time Talk Time
Abandoned   25 00:01:30  
Completed   170 00:00:08 00:02:26
Outbound   24   00:01:28

  By Service Desk Call Person   
Type Agent Name Calls Hold Time Talk Time
  (Abandoned) 25 00:01:30  
  Ed 51 00:00:02 00:02:56
  Front Desk 5   00:02:04
  Hal 3   00:05:15
  Jenny 50 00:00:23 00:02:47
  Mary 22   00:02:31
  Pankhil 63 00:00:09 00:01:13

  By Service Desk Call Person and Type of Call    
Type Agent Name Calls Hold Time Talk Time
Abandoned (Abandoned) 25 00:01:30  
Completed Ed 49 00:00:02 00:03:01
Completed Front Desk 4   00:02:32
Completed Hal 3   00:05:15
Completed Jenny 38 00:00:23 00:03:05
Completed Mary 22   00:02:31
Completed Pankhil 54 00:00:09 00:01:13
Outbound Ed 2   00:00:45
Outbound Front Desk 1   00:00:12
Outbound Jenny 12   00:01:51
Outbound Pankhil 9   00:01:16

About  
   IT Service Desk
      Response Time
 
What is it?
The IT Service Desk Response Time System went live April, 2005.

The Response Time System is automatically updated live every 60 seconds. The systems' "Status" area provides an estimated wait time that you can expect when calling the Service Desk.

Browsing Historical Data
When Browsing historical data, if a month has no stats, you will see red text to that effect in the top "Current Status" area and the stats will return to the current date.

If you Browse to another date other than today, you can return to the current date by clicking the "Go To Today" button.

If you select a Historical Month from the drop-down and select "Go to Historical Month", the stats for the date that was previously selected are displayed. For example, if you select this month last year, and select "Go to Historical Month", the stats for today a year ago will be displayed. You can then browse that Historical Months' days, previous and next months until you want to return to the current date by selecting "Go to Today".

Problems?
If you encounter any problems with the IT Service Desk Response Time System, please notify the IT Service Desk at 1-4000 or email ITService@mcg.edu.










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Information Technology Support and Services | Medical College of Georgia
Please email comments, suggestions or questions to:
David Wardlaw,

January 10, 2007