{"id":10102,"date":"2019-10-02T13:57:12","date_gmt":"2019-10-02T17:57:12","guid":{"rendered":"https:\/\/www.bumc.bu.edu\/it\/?page_id=10102"},"modified":"2019-10-02T13:57:12","modified_gmt":"2019-10-02T17:57:12","slug":"client-services","status":"publish","type":"page","link":"https:\/\/www.bumc.bu.edu\/it\/metrics\/archives\/07-19\/client-services\/","title":{"rendered":"Client Services"},"content":{"rendered":"<p><strong>Note:<\/strong> Click on the metric image to enlarge<\/p>\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h3 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">Average Call Time (Minutes)<\/h3><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<p>This graph represents the average time a client is on the phone with a BUMC IT Service Desk Staff member when they call asking for help.<\/p>\n<p><a href=\"\/it\/files\/2019\/08\/Avg-Call-Time.png\"><img loading=\"lazy\" src=\"\/it\/files\/2019\/08\/Avg-Call-Time-636x366.png\" alt=\"\" width=\"500\" height=\"288\" class=\"alignnone wp-image-10050\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Avg-Call-Time-636x366.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Avg-Call-Time-768x442.png 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Avg-Call-Time.png 790w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><a href=\"\/it\/files\/2019\/06\/May2019-Avg-Call-Time.png\"><\/a><\/p>\n<p><\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h3 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">Total Incoming Calls<\/h3><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<p>This illustrates the number of phone calls per month to the BUMC IT service desk number <strong>617 638 5914.<\/strong><\/p>\n<p><a href=\"\/it\/files\/2019\/08\/Incoming-Calls.png\"><img loading=\"lazy\" src=\"\/it\/files\/2019\/08\/Incoming-Calls-636x329.png\" alt=\"\" width=\"500\" height=\"259\" class=\"alignnone wp-image-10051\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Incoming-Calls-636x329.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Incoming-Calls-768x397.png 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Incoming-Calls.png 880w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p><\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h3 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">Percent Abandoned Calls by Month<\/h3><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<p>Percentage of telephone calls abandoned by the caller while waiting to be answered.<\/p>\n<p><a href=\"\/it\/files\/2019\/08\/Abandoned-Calls.png\"><img loading=\"lazy\" src=\"\/it\/files\/2019\/08\/Abandoned-Calls-636x328.png\" alt=\"\" width=\"500\" height=\"258\" class=\"alignnone wp-image-10052\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-Calls-636x328.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-Calls-768x396.png 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-Calls.png 880w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p><\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h3 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">Total Calls<\/h3><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<p>This graph represents the total number of calls that the BUMC IT Service Desk receives per month. The Red denotes the number of calls per month abandoned while waiting to be answered, the blue is the number of calls answered.<\/p>\n<p><a href=\"\/it\/files\/2019\/08\/Abandoned-vs-Answered.png\"><img loading=\"lazy\" src=\"\/it\/files\/2019\/08\/Abandoned-vs-Answered-636x381.png\" alt=\"\" width=\"500\" height=\"299\" class=\"alignnone wp-image-10053\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-vs-Answered-636x381.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-vs-Answered-768x460.png 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2019\/08\/Abandoned-vs-Answered.png 829w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p><\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Note: Click on the metric image to enlarge<\/p>\n","protected":false},"author":15263,"featured_media":0,"parent":10098,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10102"}],"collection":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/users\/15263"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/comments?post=10102"}],"version-history":[{"count":1,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10102\/revisions"}],"predecessor-version":[{"id":10103,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10102\/revisions\/10103"}],"up":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10098"}],"wp:attachment":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/media?parent=10102"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}