| Category | Volume | Avg Cost | FCR % | MTTR (hrs) | Escalation % | Reopen % | SLA % | CSAT |
|---|---|---|---|---|---|---|---|---|
| Hardware | 892 | $68.40 | 52.3% | 8.2 | 31.2% | 12.1% | 86.4% | 3.8 |
| Password Reset | 1,247 | $22.10 | 94.1% | 0.4 | 2.1% | 1.3% | 98.7% | 4.6 |
| Software Access | 743 | $41.30 | 71.2% | 4.1 | 18.4% | 7.8% | 92.3% | 4.2 |
| Network / VPN | 624 | $53.80 | 58.9% | 6.7 | 28.3% | 14.2% | 88.1% | 3.9 |
| Email / O365 | 521 | $38.20 | 76.4% | 3.2 | 12.1% | 5.4% | 94.2% | 4.3 |
| Application Error | 487 | $61.50 | 48.7% | 9.8 | 38.6% | 16.9% | 84.7% | 3.6 |
| Mobile Device | 312 | $45.70 | 64.1% | 5.3 | 22.4% | 9.3% | 90.1% | 4.1 |
| Printer / Scan | 289 | $34.60 | 82.3% | 2.1 | 8.7% | 4.2% | 95.8% | 4.4 |
| Security / MFA | 267 | $29.80 | 88.4% | 1.8 | 5.2% | 2.1% | 97.1% | 4.5 |
| Telephony | 198 | $47.30 | 69.2% | 4.8 | 19.7% | 8.6% | 91.4% | 4.0 |