1. Monthly Update May 2016 KPI’s
Period 2016/17
PCC
May
Comments
PTHB
Number of major faults (P1’s) QTR 27 1
N/A
Total Number of Calls / s in per QTR
2052 Calls
2104 s
1245
Calls
Service desk call answer time (secs) 45 19 20
Service desk % calls answered
84%
92%
91%
% Major faults fixed within SLA 0%
This cannot be accurately recorded within Service point
% of minor faults fixed within SLA
86%
% of calls fixed at first contact
40%
42%
61%
Outstanding service jobs
600
841
195

2. Monthly Total Calls Update May 2016 KPI’s

3. Monthly Total ASA Update May 2016 KPI’s

4. Monthly Total Call Stats Update May 2016 KPI’s