Centralized Service Desk Call Wait Time (seconds)
Posted on October 21, 2021 at 12:51 PM by Kansas Department of Administration
OITS offers centralized IT service desk services. This is the average amount of time customers wait in a call queue until their call is answered by OITS staff.
In some cases, quarterly data has been annualized to provide a better comparison to prior fiscal years. Generally, measures that use percentages have been annualized. This prevents distortions in the quarterly data that may occur because of smaller populations sizes. Measures that show the numbers of incidents, activities or individuals reflect actual numbers for the quarter. This allows users to see progress from one quarter to the next towards identified goals.
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