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UVA Help Desk Metrics

Email: Average Speed-to-Answer

The average speed of answer for interactions received by email. The timing for answering the email begins when the first email message is received and ends when an agent responds via email message.
Service Level
Less than or equal to 4 hours; averaged monthly
Email average speed-to-answer continues to exceed service levels. Includes both email and web tickets.

graph showing the average time the UVa Help Desk stakes to respond to a 
                             user email

  Page Updated: Friday 2018-03-23 15:18:46 EDT