January - March 2005 Call Durations

Call Duration is the time in hours between 8am and 5:30pm that a call is open. If a call is logged at 4pm one day, and closed at 10am the next day, the call duration would be 3.5 hours. Note that while most calls are closed fairly quickly, projects and other long-term calls may by left open for several weeks.


Figure (above) shows call durations in hours.


Figure (above) shows the average call duration per helpdesk "Product" type. The helpdesk product type is what the call is actually about - whether it be an email problem, hardware, virus etc.


Figure (above) shows the total call duration per helpdesk "Product" type. This is the total number of hours that all the calls for each product were open for.