C&IT Help Desk Fall 2003 Metrics

Fall 2003 Metrics

This page is being used to illustrate the volume and nature of service requests (via e-mail and phone) the C&IT Help Desk handles each month. The most recently completed months are on the left side, with the last month on the left. We are currently re-evaluating the CallTracker data, how we report it and what categories we use. Final updates should be done with CT data before Fall 2004.

Please keep in mind that, due to rounding, the percentages may not add up to exactly 100%.

Do you have questions about the terminology below? Please see our glossary.

Help Desk Contacts

 September
2003		 October
2003		 November
2003		 December
2003		 Fall
2003
           
Total Customer Contacts
 7,086 4,596 5,085 4,402 21,169
Ave. Answer Delay 3:13 1:24 1:24 1:05 1:57
Ave. Talk Time 3:49 3:26 3:16 3:17 3:39
Calls Answered 5,839 3,732 4,219 3,682 17,472
E-mail Answered 921 656 607 554 2,738
Voice Mail Answered 306 176 241 156 879
Faxes Answered n/a n/a n/a n/a n/a
PC Diagnosis & Repair 20 32 18 10 80

Significant Calls Abandoned

 2,027 507 566 391 3426
Calls Abandoned
1,242 596  638 498 3039
Calls Deflected 1,256 14 1,391 39 2700
   

Customer Contact Content

Services

          
AccessID Account 41.1% 50.3% 49.0% 41.3% 44.8%
Administrative Systems 2.1% 2.7% 1.8% 1.4% 2.0%
Blackboard 23.6% 8.4% 3.5% 5.4% 11.0%
E-mail 0.1% 0.1% 0.2% 0.2% 0.2%
Network - Campus 2.5% 0.9% 0.0% 0.4% 1.0%
WayneConnect 3.9% 4.5% 2.5% 4.1% 3.8%
WSU Pipeline 10.9% 18.7% 34.1% 29.7% 23.1%
Other 2.3% 1.7% 1.2% 2.7% 2.1%
           

Software

          
E-mail Clients 3.6% 4.9% 2.6% 3.6% 3.7%
Internet Browsers 0.4% 0.4% 0.2% 0.2% 0.3%
MS Office 0.4% 0.4% 0.1% 0.4% 0.3%
Operating Systems 0.6% 0.7% 0.4% 0.0% 0.4%
Symantec (Norton) AntiVirus 0.6% 0.4% 0.5% 0.9% 0.6%
Other 1.5% 1.7% 0.9% 1.0% 1.4%
           

Other Content

6.4%
4.1%
3.0%
8.7%
5.9%
           

Other Semesters' Results