{"id":10957,"date":"2020-10-19T13:09:48","date_gmt":"2020-10-19T17:09:48","guid":{"rendered":"https:\/\/www.bumc.bu.edu\/it\/?page_id=10957"},"modified":"2020-10-19T13:09:48","modified_gmt":"2020-10-19T17:09:48","slug":"client-services","status":"publish","type":"page","link":"https:\/\/www.bumc.bu.edu\/it\/metrics\/archives\/08-20\/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\">Number of Help Desk Incidents and Requests<\/h3><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<p>This graph illustrates the number of recorded Tickets by Month entered into our Service Management System.<\/p>\n<p><a href=\"\/it\/files\/2020\/09\/tickets.png\"><img loading=\"lazy\" src=\"\/it\/files\/2020\/09\/tickets-636x281.png\" alt=\"\" width=\"500\" height=\"221\" class=\"alignnone wp-image-10937\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/tickets-636x281.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/tickets-768x339.png 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/tickets.png 808w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p><strong>Incidents<\/strong> are considered a broken computer or when something is not working<\/p>\n<p><strong>Service Requests<\/strong> are classified as issues like email account creation or computer installs<\/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\">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\/2020\/09\/Avg-Call-Time.png\"><img loading=\"lazy\" src=\"\/it\/files\/2020\/09\/Avg-Call-Time.png\" alt=\"\" width=\"483\" height=\"292\" class=\"alignnone size-full wp-image-10933\" \/><\/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>617 358 4540.<\/strong><\/p>\n<p><a href=\"\/it\/files\/2020\/09\/Incoming-Calls.png\"><img loading=\"lazy\" src=\"\/it\/files\/2020\/09\/Incoming-Calls-636x285.png\" alt=\"\" width=\"500\" height=\"224\" class=\"alignnone wp-image-10934\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/Incoming-Calls-636x285.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/Incoming-Calls.png 659w\" 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\/2020\/09\/Abandoned-Calls.png\"><img loading=\"lazy\" src=\"\/it\/files\/2020\/09\/Abandoned-Calls-636x282.png\" alt=\"\" width=\"500\" height=\"222\" class=\"alignnone wp-image-10935\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/Abandoned-Calls-636x282.png 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2020\/09\/Abandoned-Calls.png 658w\" 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 <span style=\"color: #ff0000;\">Red<\/span> denotes the number of calls per month abandoned while waiting to be answered, the <span style=\"color: #0000ff;\">Blue<\/span> is the number of calls answered.<\/p>\n<p><a href=\"\/it\/files\/2020\/09\/Abandoned-vs-Answered-Calls.png\"><img loading=\"lazy\" src=\"\/it\/files\/2020\/09\/Abandoned-vs-Answered-Calls.png\" alt=\"\" width=\"515\" height=\"320\" class=\"alignnone size-full wp-image-10936\" \/><\/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":10952,"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\/10957"}],"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=10957"}],"version-history":[{"count":1,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10957\/revisions"}],"predecessor-version":[{"id":10958,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10957\/revisions\/10958"}],"up":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/10952"}],"wp:attachment":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/media?parent=10957"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}