Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Longest Delay Before Answer
Longest Delay Before Call Answered
10.00
9.00
8.00
7.00
6.00
5.00
4.00
3.00
2.00
Urgent Minutes
Help Desk Month
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
0.00
12/04/12
1.00
12/03/12
Date
12/03/12
12/04/12
12/05/12
12/06/12
12/07/12
12/10/12
12/11/12
12/12/12
12/13/12
12/14/12
12/17/12
12/18/12
12/19/12
12/20/12
12/21/12
12/24/12
12/25/12
12/26/12
12/27/12
12/28/12
12/31/12
Average
Longest Delay Before Call Answered
Minutes
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
NonUrgent
Urgent
Urgent Non-Urgent
Seconds Minutes Seconds
Minutes
15
0.25
527
8.78
20
0.33
22
0.37
13
0.22
63
1.05
18
0.30
67
1.12
0
0.00
17
0.28
15
0.25
22
0.37
11
0.18
12
0.20
14
0.23
13
0.22
16
0.27
11
0.18
0
0.00
30
0.50
13
0.22
42
0.70
18
0.30
14
0.23
12
0.20
24
0.40
139
2.32
230
3.83
18
0.30
23
0.38
0
0.00
0
0.00
0
0.00
0
0.00
24
0.40
15
0.25
128
2.13
16
0.27
19
0.32
60
1.00
0
0.00
17
0.28
23
0.39
58
0.97
Non-Urgent Minutes
p. H - 1
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Total Calls
Total Calls
Urgent Non-Urgent
15
12/12/12
5
9
Thu
12/13/12
4
6
Fri
12/14/12
0
11
Mon
12/17/12
3
7
Tue
12/18/12
4
10
Wed
12/19/12
7
9
Thu
12/20/12
4
9
Fri
12/21/12
3
8
Mon
12/24/12
0
0
Tue
12/25/12
0
0
Wed
12/26/12
3
8
Thu
12/27/12
8
5
Fri
12/28/12
1
6
Mon
12/31/12
0
10
Total
67
170
Average
3.2
8.1
Help Desk Month
12
10
8
6
4
2
0
Urgent
12/31/12
Wed
14
12/28/12
7
12/27/12
9
5
12/26/12
2
12/11/12
12/25/12
12/10/12
Tue
12/24/12
Mon
16
12/21/12
6
12/20/12
11
12/19/12
5
0
12/18/12
12/06/12
12/07/12
12/17/12
Thu
Fri
Total Calls
12/14/12
15
12/13/12
4
12/12/12
12/05/12
12/11/12
9
Wed
12/10/12
5
12/07/12
12/04/12
12/06/12
4
Tue
12/05/12
12/03/12
12/04/12
Mon
12/03/12
Date
Number of Calls
Day
Non-Urgent
p. H - 2
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Calls Answered
Help Desk Month
Calls Answered by Day
16
14
12
10
8
6
4
Urgent
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
0
12/04/12
2
12/03/12
Calls Answered
Date
Urgent Non-Urgent
12/03/12
4
15
12/04/12
5
9
12/05/12
4
15
12/06/12
5
11
12/07/12
0
6
12/10/12
2
9
12/11/12
5
7
12/12/12
5
9
12/13/12
4
6
12/14/12
0
11
12/17/12
3
7
12/18/12
4
10
12/19/12
7
9
12/20/12
4
9
12/21/12
3
8
12/24/12
0
0
12/25/12
0
0
12/26/12
3
8
12/27/12
8
5
12/28/12
1
6
12/31/12
0
10
Total
67
170
Average
3.2
8.1
Number of Calls
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Non-Urgent
p. H - 3
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Calls Abandoned
Help Desk Month
Number of Calls Abandoned
1
Urgent
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
12/04/12
0
12/03/12
Calls Abandoned
Date
Urgent Non-urgent
12/03/12
0
0
12/04/12
0
0
12/05/12
0
0
12/06/12
0
0
12/07/12
0
0
12/10/12
0
0
12/11/12
0
0
12/12/12
0
0
12/13/12
0
0
12/14/12
0
0
12/17/12
0
0
12/18/12
0
0
12/19/12
0
0
12/20/12
0
0
12/21/12
0
0
12/24/12
0
0
12/25/12
0
0
12/26/12
0
0
12/27/12
0
0
12/28/12
0
0
12/31/12
0
0
Total
0
0
Average
0.0
0.0
Number of Calls
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Non-urgent
p. H - 4
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Abandonment Rate
Abandonment Percentage Rate
1.0
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
Urgent Rate (%)
Help Desk Month
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
0.0
12/04/12
0.1
12/03/12
Date
12/03/12
12/04/12
12/05/12
12/06/12
12/07/12
12/10/12
12/11/12
12/12/12
12/13/12
12/14/12
12/17/12
12/18/12
12/19/12
12/20/12
12/21/12
12/24/12
12/25/12
12/26/12
12/27/12
12/28/12
12/31/12
Average
Abandonment Percentage Rate
Abandon Rate
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
NonUrgent Urgent
Rate
Rate
(%)
(%)
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
#DIV/0!
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
#DIV/0!
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
0.0
0.0
0.0
0.0
0.0
0.0
#DIV/0!
0.0
0.0
0.0
Non-Urgent Rate (%)
p. H - 5
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Average Delay Before Abandon
Average Delay Before Calls Abandoned
1.00
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
0.10
Urgent Minutes
Help Desk Month
Non-Urgent Minutes
p. H - 6
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
12/04/12
0.00
12/03/12
Urgent
Urgent
Seconds Minutes
Date
12/03/12
0
0.00
12/04/12
0
0.00
12/05/12
0
0.00
12/06/12
0
0.00
12/07/12
0
0.00
12/10/12
0
0.00
12/11/12
0
0.00
12/12/12
0
0.00
12/13/12
0
0.00
12/14/12
0
0.00
12/17/12
0
0.00
12/18/12
0
0.00
12/19/12
0
0.00
12/20/12
0
0.00
12/21/12
0
0.00
12/24/12
0
0.00
12/25/12
0
0.00
12/26/12
0
0.00
12/27/12
0
0.00
12/28/12
0
0.00
12/31/12
0
0.00
Average
0
0.00
Average Delay Before Calls Abandoned
Minutes
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
NonNonUrgent
Urgent
Seconds Minutes
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Longest Delay Before Abandon
Longest Delay Before Abandoning
Longest Delay Before Abandoning
1.00
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
Urgent Minutes
Help Desk Month
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
0.00
12/04/12
0.10
12/03/12
Urgent
Urgent
Seconds Minutes
Date
12/03/12
0
0.00
12/04/12
0
0.00
12/05/12
0
0.00
12/06/12
0
0.00
12/07/12
0
0.00
12/10/12
0
0.00
12/11/12
0
0.00
12/12/12
0
0.00
12/13/12
0
0.00
12/14/12
0
0.00
12/17/12
0
0.00
12/18/12
0
0.00
12/19/12
0
0.00
12/20/12
0
0.00
12/21/12
0
0.00
12/24/12
0
0.00
12/25/12
0
0.00
12/26/12
0
0.00
12/27/12
0
0.00
12/28/12
0
0.00
12/31/12
0
0.00
0.00
Average
0
Minutes
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
NonNonUrgent
Urgent
Seconds Minutes
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
0
0.00
Non-Urgent Minutes
p. H - 7
Minnesota Department of Health - WIC Program
Appendix H
Help Desk Month: Statistics for December 2012
Average Delay in Answering Call
Average Delay in Answering Calls
Average Delay in Answering Calls
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
Urgent Minutes
Total Calls
Total Time
Average
Help Desk Month
12/31/12
12/28/12
12/27/12
12/26/12
12/25/12
12/24/12
12/21/12
12/20/12
12/19/12
12/18/12
12/17/12
12/14/12
12/13/12
12/12/12
12/11/12
12/10/12
12/07/12
12/06/12
12/05/12
0.00
12/04/12
0.10
12/03/12
Urgent
Urgent Non-Urgent Non-Urgent
Seconds Minutes
Seconds
Minutes
Date
12/03/12
13
0.22
51
0.85
12/04/12
14
0.23
13
0.22
12/05/12
12
0.20
17
0.28
12/06/12
15
0.25
18
0.30
12/07/12
0
0.00
12
0.20
12/10/12
14
0.23
13
0.22
12/11/12
10
0.17
11
0.18
12/12/12
11
0.18
10
0.17
12/13/12
12
0.20
10
0.17
12/14/12
0
0.00
13
0.22
12/17/12
10
0.17
16
0.27
12/18/12
12
0.20
9
0.15
12/19/12
9
0.15
12
0.20
12/20/12
43
0.72
37
0.62
12/21/12
16
0.27
14
0.23
12/24/12
0
0.00
0
0.00
12/25/12
0
0.00
0
0.00
12/26/12
16
0.27
12
0.20
12/27/12
38
0.63
12
0.20
12/28/12
19
0.32
18
0.30
12/31/12
0
0.00
10
0.17
Average
17
0.28
18
0.30
Minutes
Day
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Non-Urgent Minutes
237
4171
18
p. H - 8