Rate of Service Desk call abandonment

Information Technology and Innovation

Result area:	2
Objective:	2-2
Strategy:	2-2-2
This measure:		Rate of Service Desk call abandonment

Near target

8.43 percent

Year to date goal:
Not more than 8 percent

Why is this measure important?

Low abandonment rate is a prerequisite for achieving high levels of customer satisfaction. High abandonment rate have a direct correlation to wait times; and may indicate under-allocation of resources and poor customer service.

Definitions of key terms

Service Desk: The City's internal technology support center. Call Abandonment: Abandonment rate is the percentage of calls that hang up before an agent answers.

No measures

Totals for 2018

Q1	Q2	Q3	Q4
3.40 percent	12.41 percent

Historical trend