Total Contacts for Support (By Type)
8000
7000
115
805
6000
5000
4000
98
541
68
486
107
497
124
526
99
527
107
482
169
610
77
534
3000
2000
104
519
60
434
3511
3752
3842
Oct
Nov
Dec
85%
87%
Nov
Dec
96
506
5922
3769
3568
3389
3271
3622
3486
3378
Jan
Feb
Mar
Apr
May
Jun
Jul
Calls
E-Mails
3954
1000
0
Chats
Aug
Sept
Request Items
% of Tickets Resolved by Help Desk
100%
90%
80%
84%
85%
83%
85%
84%
83%
Jan
Feb
Mar
Apr
May
Jun
85%
83%
83%
81%
Jul
Aug
Sept
Oct
70%
60%
50%
40%
30%
20%
10%
0%
National Average (2012)
Average Speed to Answer
(Seconds)
35
30
32
25
23
20
20
20
19
18
15
14
10
14
15
15
16
17
5
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
National Average (2012)
Sept
Oct
Nov
Dec