| Percentage of Calls Resolved Within Service Level Agreement |
|
| The percentage of I.T. requests for assistance resolved within agreed Service Level Agreement target(s). |
|
|
|
|
Month |
|
Percentage |
|
Apr 07/08 |
|
83% |
|
May 07/08 |
|
87% |
|
Jun 07/08 |
|
84% |
|
Jul 07/08 |
|
83% |
|
Aug 07/08 |
|
67% |
|
Sep 07/08 |
|
85% |
|
Oct 07/08 |
|
76% |
|
Nov 07/08 |
|
80% |
|
Dec 07/08 |
|
83% |
|
Jan 07/08 |
|
88% |
|
Feb 07/08 |
|
87% |
|
Mar 07/08 |
|
87% |
|
Apr 08/09 |
|
87% |
|
May 08/09 |
|
85% |
|
Jun 08/09 |
|
83% |
|
Jul 08/09 |
|
85% |
|
Aug 08/09 |
|
82% |
|
Sep 08/09 |
|
82% |
|
Oct 08/09 |
|
86% |
|
Nov 08/09 |
|
78% |
|
Dec 08/09 |
|
77% |
|
Jan 08/09 |
|
80% |
|
Feb 08/09 |
|
77% |
|
Mar 08/09 |
|
82% |
|
Apr 09/10 |
|
82% |
|
May 09/10 |
|
78% |
|
Jun 09/10 |
|
80% |
|
Jul 09/10 |
|
81% |
|
Aug 09/10 |
|
85% |
|
Sep 09/10 |
|
81% |
|
Oct 09/10 |
|
74% |
|
Nov 09/10 |
|
66% |
|
Dec 09/10 |
|
67% |
|
Jan 09/10 |
|
82% |
|
Feb 09/10 |
|
80% |
|
Mar 09/10 |
|
79% |
|
Apr 10/11 |
|
88% |
|
May 10/11 |
|
98% |
|
Jun 10/11 |
|
88% |
|
Jul 10/11 |
|
96% |
|
Aug 10/11 |
|
99% |
|
Sep 10/11 |
|
70% |
|
Oct 10/11 |
|
95% |
|
Nov 10/11 |
|
91% |
|
Dec 10/11 |
|
97% |
|
Jan 10/11 |
|
78% |
|
Feb 10/11 |
|
|
|
Mar 10/11 |
|
|
|
Apr 11/12 |
|
|
|
May 11/12 |
|
|
|
Jun 11/12 |
|
|
|
Jul 11/12 |
|
|
|
Aug 11/12 |
|
|
|
Sep 11/12 |
|
|
|
Oct 11/12 |
|
|
|
Nov 11/12 |
|
|
|
Dec 11/12 |
|
|
|
Jan 11/12 |
|
|
|
Feb 11/12 |
|
|
|
Mar 11/12 |
|
|
|
|
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