{"id":8826,"date":"2017-12-01T00:00:35","date_gmt":"2017-12-01T05:00:35","guid":{"rendered":"https:\/\/www.bumc.bu.edu\/it\/?page_id=8826"},"modified":"2017-11-08T14:26:59","modified_gmt":"2017-11-08T19:26:59","slug":"client-services","status":"publish","type":"page","link":"https:\/\/www.bumc.bu.edu\/it\/metrics\/archives\/10-17\/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\/2017\/11\/Oct2017-Count-of-Incident-Service-Request-Month.jpg\"><img loading=\"lazy\" src=\"\/it\/files\/2017\/11\/Oct2017-Count-of-Incident-Service-Request-Month-636x276.jpg\" alt=\"Oct2017 Count of Incident-Service Request Month\" width=\"500\" height=\"217\" class=\"alignnone wp-image-8809\" srcset=\"https:\/\/www.bumc.bu.edu\/it\/files\/2017\/11\/Oct2017-Count-of-Incident-Service-Request-Month-636x276.jpg 636w, https:\/\/www.bumc.bu.edu\/it\/files\/2017\/11\/Oct2017-Count-of-Incident-Service-Request-Month-768x333.jpg 768w, https:\/\/www.bumc.bu.edu\/it\/files\/2017\/11\/Oct2017-Count-of-Incident-Service-Request-Month.jpg 935w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/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\/2017\/11\/Oct2017-Average-Call-Time.jpg\"><img loading=\"lazy\" src=\"\/it\/files\/2017\/11\/Oct2017-Average-Call-Time.jpg\" alt=\"Oct2017 Average Call Time\" width=\"500\" height=\"304\" class=\"alignnone wp-image-8810\" \/><\/a><\/p>\n<p>&nbsp;<\/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\/2017\/11\/Oct2017-Incoming-Calls.jpg\"><img loading=\"lazy\" src=\"\/it\/files\/2017\/11\/Oct2017-Incoming-Calls.jpg\" alt=\"Oct2017 Incoming Calls\" width=\"500\" height=\"283\" class=\"alignnone wp-image-8811\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/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\/2017\/11\/Oct2017-Abandoned-Calls.jpg\"><img loading=\"lazy\" src=\"\/it\/files\/2017\/11\/Oct2017-Abandoned-Calls.jpg\" alt=\"Oct2017 % Abandoned Calls\" width=\"527\" height=\"296\" class=\"alignnone size-full wp-image-8812\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/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\/2017\/11\/Oct2017-Abandoned-vs-Answered-Calls.jpg\"><img loading=\"lazy\" src=\"\/it\/files\/2017\/11\/Oct2017-Abandoned-vs-Answered-Calls.jpg\" alt=\"Oct2017 Abandoned vs Answered Calls\" width=\"500\" height=\"314\" class=\"alignnone wp-image-8813\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/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":12931,"featured_media":0,"parent":8822,"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\/8826"}],"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\/12931"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/comments?post=8826"}],"version-history":[{"count":1,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/8826\/revisions"}],"predecessor-version":[{"id":8827,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/8826\/revisions\/8827"}],"up":[{"embeddable":true,"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/pages\/8822"}],"wp:attachment":[{"href":"https:\/\/www.bumc.bu.edu\/it\/wp-json\/wp\/v2\/media?parent=8826"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}