Attachment 9 - Weekly Ticket Report.xlsx

XLSX spreadsheet 50 KB Posted Oct 27, 2021

Attached to: The United States Army Reserve (USAR) Command, Control, Communications, Computers, and Information Management (C4IM) Information Technology (IT) Support Services
Solicitation number: W911SA22R3004
Issued by: Department of the Army Materiel Command Mission and Installation Contracting Command Fort McCoy

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Table of Contents

U.S. Army Reserve Command

Weekly Ticket Report

DATE

Table of Contents:

Monthly Scorecard

Daily & Weekly M-T-D

4-Jan Dly_Wkly_MTD - view 2

5-Jan Activity Charts

Current Issues

Definitions

&D Page &P

Monthly Scorecard

USARC	Service Desk - Monthly Scorecard
2021	Goal	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	YTD
Telecom Activity
Calls Offered		10,455	9,578	14,630	14,985	11,177	14,244	11,614	12,355	6,801				16,616
Calls Answered		10,307	9,546	14,446	14,685	11,101	13,811	11,420	12,182	6,501				16,252
Calls Abandoned After 5 Min		24	1	28	53	3	108	18	16	55
Abandonment Rate %		0.23%	0.01%	0.19%	0.35%	0.03%	0.76%	0.15%	0.13%	0.81%				0.35%
Calls in SLA		9147	9434	13274	12755	10646	11341	9775	10679	4528
Calls out of SLA		1160	112	1172	1930	455	2470	1645	1503	1973
SLA Percentage	>=75%	88.75%	98.83%	91.89%	86.86%	95.90%	82.12%	85.60%	87.66%	69.65%				87.12%
Average Speed to Answer (mm:ss)	<=30 Sec	0:28	0:04	0:17	0:41	0:08	1:08	0:34	0:26	1:49				00:49
After Call Work Time (mm:ss)		2:04	1:52	1:59	1:42	1:38	2:19	2:19	2:22	2:30				00:45
Call Hold Time (mm:ss)		0:07	0:06	0:06	0:04	0:04	0:05	0:04	0:03	0:04				00:00
Call Talk Time (mm:ss)		11:23	11:49	11:56	11:29	11:44	12:42	12:06	11:51	11:42				09:22
Average Handle Time (mm:ss)		13:34	13:47	14:01	13:15	13:26	15:07	14:29	14:17	14:16				10:07
Ticket Activity
Enterprise Ticket Volume		18,689	17,825	24,896	24,670	20,311	25,912	22,021	23,834	11,922				190,080
Tier I Tickets Handled Phone/Web		14,136	13,438	19,800	19,865	15,401	20,108	16,619	17,467	9,332
Tier I Total Resolved		7,718	7,192	10,599	9,786	8,256	10,258	9,484	9,342	4,494				77,129
Tier I Inclusion Total		8,046	7,447	10,994	10,113	8,499	10,661	9,880	9,705	4,735
Tier I First Contact %	>= 85%	95.92%	96.58%	96.41%	96.77%	97.14%	96.22%	95.99%	96.26%	94.95%				96.41%
Tier II Resolved/Closed		4,354	4,273	6,089	6,352	4,814	6,209	5,052	5,374	3,674				46,191

CSAT Score	>=80%	96.61%	97.73%	96.65%	97.11%	96.83%	94.11%	95.43%	97.54%	97.59%	96.62%
Response Rate		8.60%	7.85%	8.64%	9.00%	8.14%	8.57%	9.17%	8.50%	9.07%

Daily & Weekly M-T-D

	Service Desk - Daily, Weekly, MTD Scorecard
September 2021	Monthly Goal	1-Sep	2-Sep	3-Sep	4-Sep	5-Sep	Week One	6-Sep	7-Sep	8-Sep	9-Sep	10-Sep	11-Sep	12-Sep	Week Two	13-Sep	14-Sep	15-Sep	16-Sep	17-Sep	18-Sep	19-Sep	Week Three	20-Sep	21-Sep	22-Sep	23-Sep	24-Sep	25-Sep	26-Sep	Week Four	27-Sep	28-Sep	29-Sep	30-Sep	Week Five	1-Jan	2-Jan	Week Six	MTD
		Wednesday	Thursday	Friday	Saturday	Sunday		Monday	Tuesday	Wednesday	Thursday	Friday	Saturday	Sunday		Monday	Tuesday	Wednesday	Thursday	Friday	Saturday	Sunday		Monday	Tuesday	Wednesday	Thursday	Friday	Saturday	Sunday		Monday	Tuesday	Wednesday	Thursday		Monday	Tuesday
Telecom Activity
Calls Offered		567	485	166	33	18	1,269	42	669	625	617	644	736	391	3,724	630	580	598					1,808																	6,801
Calls Answered		561	473	165	33	18	1,250	42	653	570	594	607	673	384	3,523	597	571	560					1,728																	6,501
Calls Abandoned After 5 Min		0	0	0	0	0	0	0	0	14	5	6	15	3	43	4	1	7					12																	55
Abandon Rate % > 5 Min	<=5%	0.00%	0.00%	0.00%	0.00%	0.00%	0.00%	0.00%	0.00%	2.36%	0.81%	0.93%	2.04%	0.77%	1.16%	0.63%	0.17%	1.17%					0.66%																	0.81%
Calls in SLA		485	392	164	31	18	1,090	42	494	408	392	361	269	321	2287	347	450	354					1,151																	4,528
Calls out of SLA		76	81	1	2	0	160	0	159	162	202	246	404	63	1236	250	121	206					577																	1,973
SLA Percentage	>=75%	86.45%	82.88%	99.39%	93.94%	100.00%	87.20%	100.00%	75.65%	71.58%	65.99%	59.47%	39.97%	83.59%	64.92%	58.12%	78.81%	63.21%					66.71%																	69.65%
Average Speed to Answer (mm:ss)	<=30 Sec	0:19	0:40	0:04	0:04	0:02	0:25	0:04	0:41	4:30	1:17	2:47	4:34	1:00	2:32	1:45	0:37	1:42					1:22																	1:49
After Call Work Time (mm:ss)		1:56	2:00	1:53	1:42	1:02	1:56	1:21	3:12	2:27	2:42	2:38	2:40	2:15	2:40	2:45	2:34	2:21					2:34																	2:30
Call Hold Time (mm:ss)		0:01	0:02	0:02	0:03	0:10	0:02	0:01	0:02	0:02	0:04	0:01	0:03	0:05	0:03	0:08	0:03	0:09					0:07																	0:04
Call Talk Time (mm:ss)		11:38	11:23	10:48	9:36	10:08	11:21	12:46	11:59	11:25	11:42	11:35	10:39	11:44	11:30	12:17	11:45	13:01					12:21																	11:42
Average Handle Time (mm:ss)		13:36	13:25	12:43	11:21	11:19	13:19	14:08	15:14	13:54	14:28	14:14	13:21	14:04	14:13	15:10	14:22	15:31					15:01																	14:16
Ticket Activity
Enterprise Ticket Volume		1,116	899	299	50	31	2,395	73	1,158	1,325	1,068	1,121	888	725	6,358	1,087	1,072	1,010					3,169																	11,922
Tier I Tickets Handled Phone/Web		919	701	238	43	18	1,919	49	914	873	813	892	854	518	4,913	869	852	779					2,500																	9,332
Tier I Total Resolved		373	290	122	31	14	830	33	441	367	399	412	566	328	2,546	379	385	354					1,118																	4,494
Tier I Inclusion Total		393	309	128	32	14	874	35	468	385	430	431	546	333	2,659	408	416	378					1,202																	4,735
Tier I First Contact %	>= 85%	94.91%	93.85%	95.31%	96.88%	100.00%	94.97%	94.29%	94.23%	95.32%	92.79%	95.59%	98.26%	98.50%	95.75%	92.89%	92.55%	93.65%					93.03%																	94.95%
Tier II Resolved/Closed		365	333	203	3	1	905	0	334	364	361	395	183	170	1,806	312	375	276					963																	3,674

CSAT MTD
CSAT Score >=80%	97.59%
Response Rate	9.07%

Aged Ticket Service Desk
24 Hours	24 Hours - 7 Days	7 - 30 Days	Over 30 Days
289	690	67	70

Current Issues

	Issues Affecting Phone Stats
	Date	Parent Tickets	Issue	# Tickets	Latest Child Open Date	# of Active Child Tickets
	04/21/2021	5626723	Issue: Computer is quarantined for Cred-Guard non-compliance.
Error: This system is out of compliance for Credential Guard.	1633	09/15/2021	271
	04/21/2021	5626890	Issue: User unable to use applications on computer due to USAR_IAVA Quarantine.	772	09/15/2021	27
	08/03/2021	5716387	Issue: Printer Authentication Errors	344	09/15/2021	64
	08/20/2021	5732089	Issue: A365 Migration Issues - 2021AUG20	118	09/15/2021	65
	09/10/2021	5748687	Issue: Admin Credentials Prompt When Mapping To Network Printers	748	09/15/2021	388
	09/15/2021	5753557	Issue: Multiple users are experiencing VPN connectivity issues.	10	09/15/2021	6
	Date	Time	Email Notices/SPOC Report	# Tickets	Latest Open Date	# of Active Child Tickets
	08/28/2021	12:01 PM (ET)	DEVICE AFFECTED: PRINTERS

DATE/TIME: 27AUG2021 1200EST

INFORMATION:

https://support.microsoft.com/en-us/topic/kb5005652-manage-new-point-and-print-default-driver-installation-behavior-cve-2021-34481-873642bf-2634-49c5-a23b-6d8e9a302872

KB5005652-Manage new Point and Print default driver installation behavior (CVE-2021-34481)

Summary, Windows updates released August 10, 2021 and later will, by default, requireadministrative privilege to install drivers. Microsoft made this change indefault behavior to address the risk in all Windows devices, includingdevices that do not use Point and Print or print functionality. For more information, see Point and Print Default Behavior Change and CVE-2021-34481.

By default, non-administrator users will no longer be able to do the following using Point and Print without an elevation of privilege to administrator:"Install new printers using drivers on a remote computer or server" "Update existing printer drivers using drivers from remote computer or server"

AFFECTED USERS: ARNET users	N/A	N/A	N/A
	09/10/2021	1:15 PM (ET)	CLASSIFICATION: UNCLASSIFIED

ALCON,

PLEASE DO NOT REPLY TO THIS MESSAGE:

This email serves as situational awareness on behalf of the Army Reserve Enterprise Network Operations Security Center (AR-ENOSC) to inform you of the following information:

ENTITY AFFECTED: Ricoh and Konica Multi-Function devices

DATE/TIME: 10SEP2021 1222EST

INFORMATION: Some Ricoh and Konica devices have lost the ability to print and scan utilizing CAC authentication. The affected functions include: scan to email, scan to folder, and smart-print release (e.g. smart card required to be inserted at the printer to receive printed documents); other print capabilities on these MFDs remain unaffected.

AFFECTED USERS: ARNET USERS

CHANGE ORDER #: N/A

09/15/2021 10:36 AM (ET) CLASSIFICATION: UNCLASSIFIED

ALCON,

PLEASE DO NOT REPLY TO THIS MESSAGE:

This email serves as situational awareness on behalf of the Army ReserveEnterprise Network Operations Security Center (AR-ENOSC) to inform you of the following information:

ENTITY AFFECTED: CISCO AnyConnect VPN services

DATE/TIME: 15 SEP 2021 1030EST

INFORMATION: AESD-W Agents and Army Resolvers are intermittently able access the CISCO AnyConnect VPN services, preventing them from accessing most systems needed in order to handle request from customer calls.

AFFECTED USERS: AESD-W Agents and Army Resolvers

RCC-C Ticket INCBR0008466942

N/A	N/A	N/A
Date	Time	Situational Awareness Emails	# Tickets	Latest Open Date	# of Active Child Tickets
09/15/2021	10:34 AM (ET)	Situational Awareness Email Information Wednesday, September 15, 2021 8:30 AM MT (10:30 AM ET)

All, Tier 1 is currently experiencing an impact to SLA's.

IVR High Volume Greeting is in place. Yes Whiteboard message has been posted. Yes Current Issues: VPN Connectivity, Printers Requiring Drivers

Call Specifics:

Calls Currently Waiting in Queue: 10 Total Calls Offered: 145 Total Calls Answered: 116 Current Day Answering Service Level (ASA):

0-30 Seconds = 59.48%

USARC Help Desk:

Average Wait for the Day = 02:44 minutes/seconds

Top Call Drivers:

Printer/Scanner/MFD.Connectivity - 8%

STAMIS - 7%

Telecommunications - 5%

N/A N/A N/A

Definitions

TERM	DEFINITION
Calls Offered	Number of calls offered to the queue.
Calls Answered	Number of queue calls answered. Not answered are considered abandoned.
Calls Abandoned After 5 Min	Calls not answered within 5 minutes are considered abandoned if the caller disconnects.
Abandon Rate % > 5 Min	Queue abandon rate calculation based upon calls that fall outside the SLA guideline.
Calls in SLA	Number of calls that reached the queue that were answered within 30 seconds or less.
Calls out of SLA	Number of calls that reached the queue that were answered in greater than 30 seconds.
SLA Percentage	Percentage of queue calls answered that are answered within the SLA guideline.
Average Speed to Answer (mm:ss)	Average hold/wait time for a caller to talk to an agent once entering the queue. Only answered calls are included since abandoned calls are not answered.
After Call Work Time (mm:ss)	Average time an agent spends working on ticket for an answered call. After call work is a generic term for wrapping up the call/documenting tickets/etc.
Call Hold Time (mm:ss)	Average amount of time caller is put on hold for an answered call.
Call Talk Time (mm:ss)	Average amount of time agent has the caller on the line, excluding hold time
Average Handle Time (mm:ss)	Average amount of time it takes to handle a call (Talk + Hold + ACW).
Enterprise Ticket Volume	Total number of tickets created in CA for the day.
Tier I Tickets Handled Phone/Web	Total Tickets worked by Tier 1 staff for the day.
Tier I Total Resolved	Tickets resolved by Tier 1 for today’s tickets.
Tier I Inclusion Total	Total possible FCR for today's tickets.
Tier 1 First Contact % (FCR):	Total Allowable Tickets resolved on First Contact for today’s tickets.
Tier II Resolved/Closed	Total Tickets worked for the date by Tier II

File details come from the government source that posted it. Updated Oct 27, 2021.