123 - FY 2019 Proposed, Performance Metrics, Obj 2.1

performance.princegeorgescountymd.gov | Last Updated 9 May 2018

Office of Information Technology Performance Metrics Objective 2.1- Percentage of service desk requests not resolved within agreed service level time, FY 2019 Proposed Budget

Tags: desk, request, resolve, it, service, level

This dataset has the following 18 columns:

Column NameAPI Column NameData TypeSample Values
FYfycalendar_date
FY Textfy_texttext
Objective 2.1objective_2_1number
Number of service desk support staffnumber_of_service_desk_support_staffnumber
Number of Calls received by Service Desknumber_of_calls_received_by_service_desknumber
Number of Tickets received through Phonenumber_of_tickets_received_through_phonenumber
Number of support emails receivednumber_of_support_emails_receivednumber
Number of walk-In support receivednumber_of_walk_in_support_receivednumber
Number of support tickets received through User Portalnumber_of_support_tickets_received_through_user_portalnumber
Total number of service desk support tickets receivedtotal_number_of_service_desk_support_tickets_receivednumber
Average number of calls received per staffaverage_number_of_calls_received_per_staffnumber
Average number of tickets received through phone per staffaverage_number_of_tickets_received_through_phone_per_staffnumber
Average number of request emails per staffaverage_number_of_request_emails_per_staffnumber
Average number of walk-in support received per staffaverage_number_of_walk_in_support_received_per_staffnumber
Average number of support tickets received through user portal per staffaverage_number_of_support_tickets_received_through_user_portal_per_staffnumber
Average number of requests per staffaverage_number_of_requests_per_staffnumber
Percent of Incidents closed within agreed service level agreement timeframepercent_of_incidents_closed_within_agreed_service_level_agreement_timeframenumber
Percent of service requests closed within the service level agreement timeframepercent_of_service_requests_closed_within_the_service_level_agreement_timeframenumber