Service level target performance

Each day, ServiceLine handles a very high volume of telephone calls. Typically the busiest times of day are from 9am to 11am, and from 2pm to 3pm. During this time it is likely you will be on hold for about 2 minutes.

'Abandoned' refers to calls where the caller hangs up before a member of ServiceLine staff answer the call.

During the busiest parts of the day, your call will be held in a queue until a ServiceLine staff member is free to assist. This means that at peak times you may have to wait in a queue for your call to be answered. Typically you may have to wait about 2 minutes during peak times for your call to be answered.

'Abandoned' refers to calls where the caller hangs up before a member of ServiceLine staff answer the call.

ServiceLine aims to answer 80% of calls in under one minute.

The Top 10 Schools/Professional Services that contacted iSolutions last month are adjusted to exclude users external to the University and the Junk Mail category.

Appearing to be an anomaly, iSolutions itself generates a large number of tickets. Reasons for this include:

• iSolutions staff are users as well as providers of IT systems
• Tickets are created on behalf of Schools or other Professional Services
• Internal break/fix situations are logged as Incident tickets

The majority of iSolutions' queries focus, as expected, on the desktop PC environment and the provision of the corporate applications portfolio. Deeper ticket analysis guides the continual service improvement process to improve service reliability where it will impact the highest number of users.

Statistics about phone, email, and web contacts are collected in an effort to improve our performance. By reviewing these statistics, we can see areas on which we need to focus to improve support.

Performance is measure  against the Service Level Agreement (SLA) for the corresponding area.

The academic year subjects ServiceLine to peaks and troughs of demand. In general, the busiest time of year for the department is the start of the first semester of teaching, from September through November. A further busy time occurs from January through March, in response to the start of the second semester.

As iSolutions has become responsible for supporting more Schools and Professional Services, call volumes at ServiceLine have steadily increased.

'Abandoned' refers to calls where the caller hangs up before a member of ServiceLine staff answers the call.

This chart shows what the primary affiliation is for those we assisted. Not surprisingly, staff who likely perform most of their work on a pc contacted serviceline for help the most often. 

ServiceLine handles an average of 9000 tickets per month via telephone, email and self-service, which is roughly equivalent to 450 per working day. This corresponds to each of the 29,000 University users contacting ServiceLine just under four times a year.