How the live figures are measured

Where the figures come from

They come from Hub, our service management system, snapshotted every minute in office hours (Monday to Friday, 8:30am to 5:30pm). Outside those hours the panel shows the last working day, with its date. A figure with no data in its window shows a dash, never a zero. A ring is about three seconds, so "within three rings" means answered within nine seconds.

Median time to answer

Inbound calls to our main numbers answered today, measured by the phone system from the moment the call reached us to a person answering, queue time included. Calls to an engineer's direct line are not included. The same figure over the last 30 days sits beside it, so one good day is not the whole story.

Answered within three rings

Of those calls over the last 30 days, the share answered within nine seconds. While fewer than 30 days of ring times exist, the panel says the date they start from.

Calls and emails handled

Over the last 30 days: every inbound call answered by a person, to our main numbers and to direct lines alike, and every reply the service desk sent to a client on a ticket. A colleague picking up a ringing phone counts; a transfer between colleagues is not a second call. Internal notes and automated messages are never counted. The three rings figures above use calls to our main numbers only.

Resolved at first contact

Of the service desk tickets concluded in the last 30 days (and today), the share whose conclusion records a first-contact fix.

These figures measure the four commitments we put in writing. See how we work, or the live panel itself.