C&IT Help Desk Spring/Summer 2005 Metrics

Spring/Summer 2005 Metrics

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 2005 June 2005 July 2005 August 2005

Spring/Summer 2005

           
Total Customer Contacts
 5,100 3,844 2,417 5,784 17,145
Ave. Answer Delay 1:38 1:15 0:46 1:35 1:21
Ave. Talk Time 3:35 3:34 3:49 3:50 3:42
Calls Answered 4,163 3,170 2,011 5,008 14,352
E-mail Answered 629 407 223 482 1,741
Voice Mail Answered 308 267 183 294 1,052

Significant Calls Abandoned

 792 403 162 869 2,226
Calls Abandoned
 674 435 223 904 2,236
Calls Deflected 20 26 0 87 133
   

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        
           

Other Content

         
         

Other Semesters' Results