Also see WSU's:
During this semester, we are retrofit all of the old metrics pages so they are more easily comparable to one another. We have also cleaned up the data collections for the faxes and e-mail to helpdesk@wayne.edu and bbadmin@wayne.edu in order to gather better, less-spam influenced numbers. Thus, the contact numbers are closer to reality than they might have been using the mail server and fax machine logs to tally numbers. We also re-evaluated the CallTracker data, how we report it and what categories we use.
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 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
Spring/Summer 2004 |
| Total Customer Contacts |
6,036 | 4,954 | 5,435 | 6,829 | 23,254 |
| Ave. Answer Delay | 2:54 | 2:06 | 2:02 | 2:39 | 2:27 |
| Ave. Talk Time | 4:01 | 3:51 | 3:48 | 3:57 | 3:55 |
| Calls Answered | 4,277 | 3,544 | 4,104 | 5,193 | 17,068 |
| E-mail Answered | 1,335 | 1,039 | 992 | 1,187 | 4,553 |
| Voice Mail Answered | 362 | 301 | 285 | 346 | 1,294 |
| Faxes Answered | 16 | 31 | 8 | 23 | 78 |
| PC Diagnosis & Repair | 46 | 39 | 46 | 80 | 211 |
Significant Calls Abandoned |
1,452 | 890 | 920 | 1,536 | 4,798 |
| Calls Abandoned |
1,009 | 703 | 722 | 1,113 | 3,547 |
| Calls Deflected | 419 | 156 | 70 | 497 | 1,142 |
Customer Contact Content |
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Services |
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| AccessID Account | 51.4% | 54.5% | 55.3% | 50.4% | 52.7% |
| Administrative Systems | 0.7% | 1.2% | 0.9% | 0.8% | 0.9% |
| Blackboard | 10.3% | 3.7% | 1.9% | 5.0% | 5.4% |
| 1.4% | 1.6% | 1.9% | 1.7% | 1.7% | |
| Network - Campus | 0.4% | 0.9% | 0.6% | 0.2% | 0.5% |
| Network - Residential (ResNet) | 0.5% | 1.0% | 1.4% | 4.3% | 1.9% |
| WayneConnect | 1.4% | 2.4% | 1.5% | 2.0% | 1.8% |
| WSU Pipeline | 25.8% | 24.0% | 27.3% | 26.6% | 26.1% |
| Other | 0.8% | 1.4% | 1.0% | 1.1% | 1.1% |
Software |
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| E-mail Clients | 1.3% | 2.1% | 1.0% | 1.0% | 1.3% |
| Internet Browsers | 0.7% | 0.6% | 0.6% | 1.0% | 0.7% |
| MS Office | 0.0% | 0.0% | 0.1% | 0.1% | 0.1% |
| Operating Systems | 0.3% | 0.4% | 0.7% | 0.1% | 0.4% |
| Symantec (Norton) AntiVirus | 0.3% | 0.8% | 0.6% | 0.5% | 0.6% |
| Other | 0.2% | 0.3% | 0.5% | 0.5% | 0.4% |
PC Repair Services |
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| Detection/Removal | 0.7% | 0.8% | 1.1% | 0.5% | 0.8% |
| Operating System | 0.0% | 0.1% | 0.1% | 0.1% | 0.1% |
| Other | 0.0% | 0.0% | 0.2% | 0.2% | 0.1% |
Other Content |
3.6% |
4.0% |
3.2% |
4.0% |
3.7% |
Other Semesters' Results |
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