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Helpdesk Call Volume

The total call volume at an IT support help desk is simply the number of incidents raised by the user community in a period of time, typically a month.

Incidents may be submitted in a variety of ways -- by users calling the help desk and speaking with a technician, by e-mails from users, by instant message chats with users or by help desk automation software which helps users to resolve their own problems and often creates, updates and closes an incident record automatically.

Help desk call volume is often broken down by incident type, to help identify high frequency problem types, which merit investment in automated or self-service solutions.

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