{"id":12349,"date":"2019-05-13T12:40:02","date_gmt":"2019-05-13T16:40:02","guid":{"rendered":"http:\/\/www.montclair.edu\/information-technology\/?p=12349"},"modified":"2019-06-19T16:04:35","modified_gmt":"2019-06-19T20:04:35","slug":"service-desk-metrics","status":"publish","type":"post","link":"https:\/\/www.montclair.edu\/information-technology\/2019\/05\/13\/service-desk-metrics\/","title":{"rendered":"Service Desk Metrics"},"content":{"rendered":"<p>The Service Desk has recently witnessed increased levels of activity as measured by the number of phone calls. In 2017, 32,755 service calls were received and in 2018, 40,929 calls were received; representing a 24.5% increase in total call volume.<br \/>\nWorkday related phone calls accounted for the largest number of inquiries representing nearly 17% of all calls made to the IT Service Center.<br \/>\nOther key findings include: (Jul 2018-Mar 2019)<br \/>\n\u2022Total Incidents Created -32,430<br \/>\n\u2022Workday Incidents Handled \u2013 5,418<br \/>\n\u2022Student Incidents \u2013 1,338<br \/>\n\u2022Finance Incidents- 1,115<br \/>\n\u2022Total Problem Incidents \u2013 59<br \/>\n\u2022Total Faculty\/Staff Laptop Loans -1,889<br \/>\n\u2022Total Student Laptop Loans \u2013 27,420<\/p>\n<p>In July 2018, Information Technology moved all networked printers to PaperCut. From that date, we were able to track metrics around printed pages:<br \/>\nTotal Pages Printed \u2013 7.5 million<br \/>\n89% B&amp;W pages<br \/>\n11% Color pages<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Service Desk has recently witnessed increased levels of activity as measured by the number of phone calls. In 2017, 32,755 service calls were received and in 2018, 40,929 calls were received; representing a 24.5% increase in total call volume. Workday related phone calls accounted for the largest number of inquiries representing nearly 17% of [&hellip;]<\/p>\n","protected":false},"author":113,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7],"tags":[],"class_list":["post-12349","post","type-post","status-publish","format-standard","hentry","category-it-services"],"_links":{"self":[{"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/posts\/12349","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/users\/113"}],"replies":[{"embeddable":true,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/comments?post=12349"}],"version-history":[{"count":1,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/posts\/12349\/revisions"}],"predecessor-version":[{"id":12352,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/posts\/12349\/revisions\/12352"}],"wp:attachment":[{"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/media?parent=12349"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/categories?post=12349"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.montclair.edu\/information-technology\/wp-json\/wp\/v2\/tags?post=12349"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}