Step Time Date Technician Notes

Customer Discovers Problem

Customer Contacts Help Desk
Problem Logged In and Ownership Assigned
Level One Technician Attemps to Solve Problem
Resolution at Level One?
Problem Owner Verifies Customer Satisfaction
Problem Record Marked Closed
Provide Customer with Tracking Number
Update Problem Record / Notify Problem Owner of Solution
Database
Problem Passed to Level Two Technician
Level Two Technician Attempts to Solve Problem
Resolution at Level Two?
Change Management / Recording of New Solution in Database
Database Updated
Problem Passed to Level Three Technician
Level Three Technician Attempts to Solve Problem
Resolution at Level Three?
Document Attached Document Name Issue Resolved Step Completed
0 NA 1
0 NA 1
0 NA 1
1 ScreanCapture03402.jpg NA 1
0 0 1
0 NA 1
0 NA 1
0 NA 1
1 IncedentRes940345.doc NA 1
0 NA 1
0 NA 1
0 NA 1
0 1 1
0 NA 1
0 NA 1
0 NA 0
0 NA 0
0 NA 0
Step Number of Calls Average Wait Time
Customer Contacts Help Desk 1350
Help Desk Attemps to Solve Problem 1350 22
Level One Technician Attemps to Solve Problem 877 12
Level Two Technician Attemps to Solve Problem 298 22
Level Three Technician Attemps to Solve Problem 160 35
Monthly Totals 1350 67
% Resolved % Total Resolved % Transferred Average Time On Call

0.35 0.35 0.65 5

0.66 0.4287555555556 0.34 20
0.46 0.1015407407407 0.54 21
0.95 0.1125925925926 0.05 39
0.9928888888889 41