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Help Desk Flow Data

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Help Desk Flow Data Powered By Docstoc
					Step                                                        Time Date Technician Notes
Customer Discovers Problem
Customer Contacts Help Desk
Problem Logged In and Ownership Assigned
Level One Technician Attemps to Solve Problem
Resolution at Level One?
Problem Owner Verifies Customer Satisfaction
Problem Record Marked Closed
Provide Customer with Tracking Number
Update Problem Record / Notify Problem Owner of Solution
Database
Problem Passed to Level Two Technician
Level Two Technician Attempts to Solve Problem
Resolution at Level Two?
Change Management / Recording of New Solution in Database
Database Updated
Problem Passed to Level Three Technician
Level Three Technician Attempts to Solve Problem
Resolution at Level Three?
Document Attached   Document Name          Issue Resolved Step Completed
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     TRUE           ScreanCapture03402.jpg NA                  TRUE
     FALSE                                     FALSE           TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     TRUE           IncedentRes940345.doc NA                   TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     FALSE                                      TRUE           TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  TRUE
     FALSE                                 NA                  FALSE
     FALSE                                 NA                  FALSE
     FALSE                                 NA                  FALSE
Step                                              Number of Calls Average Wait Time
Customer Contacts Help Desk                                 1350
Help Desk Attemps to Solve Problem                          1350                  22
Level One Technician Attemps to Solve Problem                877                  12
Level Two Technician Attemps to Solve Problem                298                  22
Level Three Technician Attemps to Solve Problem              160                  35
Monthly Totals                                              1350                  67
% Resolved % Total Resolved % Transferred Average Time On Call

       0.35             0.35         0.65                    5
       0.66     0.428755556          0.34                   20
       0.46     0.101540741          0.54                   21
       0.95     0.112592593          0.05                   39
                0.992888889                                 41

				
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