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Help Desk Contact Flow

Friday, November 04, 2011

Customer Discovers Problem

Customer Contacts Help Desk

Problem Logged In and Ownership Assigned

Problem Passed to Level Two Technician

Problem Passed to Level Three Technician

Level One Technician Attemps to Solve Problem

Level Two Technician Attempts to Solve Problem

No

Level Three Technician Attempts to Solve Problem


No

Resolution at Level One?

No

Provide Customer with Tracking Number

Resolution at Level Two?

Resolution at Level Three?

Yes

Yes

Problem Owner Verifies Customer Satisfaction

Update Problem Record / Notify Problem Owner of Solution

Change Management / Recording of New Solution in Database

Yes

Completed Step Not Completed Unresolved

Problem Record Marked Closed

Database

Database Updated

Resolved Attached Document

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Help Desk Data Summary - May


Friday, November 04, 2011

# of Calls Ave Wait (min)

1350 22 5

# of Calls Ave Wait (min)

877 12 20

Customer Contacts Help Desk

# of Calls

1350

Help Desk Attemps to Solve Problem

Ave Call Time (min) Resolved 35% Resoved at this Step 35.00%

Level One Technician Attemps to Solve Problem

Ave Call Time (min) Resolved 66% Resoved at this Step 42.88%

# of Calls Ave Wait (min)

298 22 21

# of Calls Ave Wait (min)

160 35 39 Ave Wait (min) Average Time On Call (min) 67 41 1350 99.29%

Level Two Technician Attemps to Solve Problem

Ave Call Time (min) Resolved 46% Resoved at this Step 10.15%

Level Three Technician Attemps to Solve Problem

Ave Call Time (min) Resolved

Monthly Totals
95%

# of Calls Total Resolved

Resoved at this Step 11.26%

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