C&IT Help Desk Winter 2004 Metrics

Winter 2004 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

 January
2004		 February
2004 		March
2004		 April
2004		 Winter
2004
           
Total Customer Contacts
 6,773 4,420 4,920 4,664 20,777
Average Answer Delay 2:07 1:52 2:14 2:29 2:11
Average Talk Time 3:21 3:48 4:13 4:01 3:48
Calls Answered 5,475 3,372 3,703 3,623 16,173
E-mail Answered 817 688 755 625 2,885
Voice Mail Answered 469 345 422 381 1,617
Faxes Answered n/a n/a n/a n/a n/a
PC Diagnosis & Repair 12 15 40 35 102

Significant Calls Abandoned

 1,363 708 999 1,199 4,269
Calls Abandoned 1,028 603 818 869 3,318
Calls Deflected 577 10 111 143 841
   

Customer Contact Content

Services

          
AccessID Account

44.7%

 52.2% 45.5% 54.8% 50.3%
Administrative Systems 0.4% 0.7% 1.6% 0.9% 0.9%
Blackboard 12.8% 6.4% 4.4% 5.4% 7.7%
E-mail 0.6% 0.8% 4.2% 1.7% 1.9%
Network - Campus 0.3% 0.7% 1.1% 1.7% 0.9%
WayneConnect 2.1% 2.6% 2.4% 2.5% 2.5%
WSU Pipeline 31.3% 27.0% 28.3% 22.7% 28.2%
Other 0.7% 1.3% 1.8% 1.6% 1.4%
           

Software

          
E-mail Clients 2.1% 2.7% 2.7% 2.2% 2.5%
Internet Browsers 0.6% 0.4% 0.6% 0.6% 0.5%
MS Office 0.2% 0.1% 0.1% 0.3% 0.2%
Operating Systems 0.3% 0.4% 0.5% 0.5% 0.4%
Symantec (Norton) AntiVirus 0.3% 0.5% 1.3% 0.3% 0.6%
Other 0.3% 0.3% 0.2% 0.2% 0.3%
           

Other Content

3.3%
4.0%
6.1%
4.5%
4.4%
           

Other Semesters' Results