C&IT Help Desk Fall 2004 Metrics

Fall 2004 Metrics

Fall. We hardly had time to miss you and now you're back. As always, our busiest time of the year. The 212 computers mentioned in September as part of the PC Diagnosis & Repair services are machines that were seen at joint Housing & Help Desk clinics during the first few weeks of class. During that time we also had a moratorium on walk-ins from August 31 - September 20.

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 2004 October 2004 November 2004 December 2004

Fall 2004
           
Total Customer Contacts
 6,949 4,414 4,391 2,666 18,420
Ave. Answer Delay 3:03 1:55 2:41 2:03 2:34
Ave. Talk Time 4:28

3:16

 4:39 7:43 5:02
Calls Answered 5,373 3,346 3,357 1,723 13,799
E-mail Answered 1,224 703 661 428 3,016
Voice Mail Answered 294 254 287 458 1,293
Faxes Answered 26 21 18 10 75
PC Diagnosis & Repair 32 + 212 90 68 47 237 + 212

Significant Calls Abandoned

 1,542 790 994 408 3,740
Calls Abandoned
 1,163 572 750 230 2,709
Calls Deflected 340 1 999 7 1,497
   

Customer Contact Content

Services

          
AccessID Account        
Administrative Systems        
Blackboard        
E-mail        
Network - Campus        
Network - Residential (ResNet)        
WayneConnect        
WSU Pipeline        
Other        
           

Software

          
E-mail Clients        
Internet Browsers        
MS Office        
Operating Systems        
Symantec (Norton) AntiVirus        
Other        
           

PC Repair Services

         
Detection/Removal        
Operating System        
Other        
           

Other Content

         
         

Other Semesters' Results