The six minute limit on UITS Service Desk phone system hold times has been discontinued.
This limit was originally created to address feedback pertaining to long holds, but it has become clear that it is not the optimal way to deal with this issue and it has the unintended side effect of forcibly disconnecting people who might have preferred to continue holding. UITS wants to make it easier for the community to access help resources, and so callers on hold will be periodically prompted with three options:
- Leave a message
- Create a ticket through ServiceIT
- Continue to hold
UITS will continue our review of help desk processes to increase call throughput, but in the interim we believe that the range of options above will better meet the different needs of individual callers.