Also see WSU's:
Please keep in mind that, due to rounding, the percentages may not add up to exactly 100%. Diagnosis and Repair statistics will no longer be recorded on the Help Desk pages as that function has been spun-off from the Help Desk as the C&IT PC Clinic.
Do you have questions about the terminology below? Please see our glossary.
Help Desk Contacts |
January 2005 | February 2005 | March 2005 | April 2005 |
Winter 2005 |
| Total Customer Contacts |
4,807 | 3,749 | 4,016 | 4,500 | 17,072 |
| Ave. Answer Delay | 3:41 | 1:18 | 0:46 | 0:54 | 1:44 |
| Ave. Talk Time | 4:42 | 4:36 | 3:53 | 3:35 | 4:12 |
| Calls Answered | 3,757 | 3,140 | 3,312 | 3,481 | 13,690 |
| E-mail Answered | 749 | 353 | 457 | 373 | 1,932 |
| Voice Mail Answered | 301 | 256 | 247 | 298 | 1,102 |
Significant Calls Abandoned |
1,549 | 387 | 252 | 348 | 2,536 |
| Calls Abandoned |
1,032 | 403 | 348 | 442 | 2,225 |
| Calls Deflected | 462 | 236 | 69 | 0 | 767 |
Customer Contact Content |
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Services |
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| AccessID Account | |||||
| Administrative Systems | |||||
| Blackboard | |||||
| Network - Campus | |||||
| Network - Residential (ResNet) | |||||
| WayneConnect | |||||
| WSU Pipeline | |||||
| Other | |||||
Software |
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| E-mail Clients | |||||
| Internet Browsers | |||||
| MS Office | |||||
| Operating Systems | |||||
| Symantec (Norton) AntiVirus | |||||
| Other | |||||
Other Content |
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Other Semesters' Results |
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