Service Desk Speed to Answer Sample Clauses

Service Desk Speed to Answer. The Service Desk Speed to Answer Critical Service Level shall be the average time the Service Desk responds to Calls from Authorized Users who select the option to speak to a Service Desk agent. Confidential Exhibit B-2 — Critical Service Levels and Key Measurements The Service Desk Speed to Answer Critical Service Level shall be calculated as the total number of Calls to the Service Desk during a month for which the Calls were answered by a Service Desk Agent (after selection of the option on the automated menu to speak to a Service Desk Agent) prepared to work on the problem without delay in less than 30 seconds divided by the total number of Calls to the Service Desk that month that resulted in an Authorized User selection of the option on the automated unit’s menu to speak to a Service Desk Agent, with the result expressed as a percentage to two (2) decimal places. This Service Level shall be measured as the time between the Authorized User’s selection of the option on the Voice Response Unit’s (VRU) menu to speak to a Service Desk Agent and the time that a Service Desk Agent answers the Call.
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