C&IT Help Desk Fall 2005 Metrics

Fall 2005 Metrics

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Contacts Answered
Call Times
Missed Calls

 
Calls
E-mail
Voice Mail
Average Wait Time
Average Talk Time
Signifcant Abandons
Calls Abandoned
Calls Deflected
9/5
1,231
324
46
3:23
5:12
429
380
196
9/12
1,094
180
24
2:11
5:01
285
207
67
9/19
872
196
20
0:59
5:09
122
128
0
9/26
898
183
12
0:52
4:09
85
89
57
10/3
733
102
11
0:53
4:58
63
102
29
10/10
800
143
9
0:50
5:19
94
105
0

10/17
695
98
9
0:34
4:10
56
91
0
10/24
647
123
7
0:34
4:47
59
88
0
10/31
684
108
16
0:28
4:03
31
62
0
11/7
1,025
83
11
0:45
3:46
116
137
0
11/14
832
122
6
0:34
3:38
54
89
0
11/21*
463
81
7
0:19
4:00
22
51
0
11/28
836
88
24
0:35
3:53
55
97
0
12/5
743
100
4
0:21
3:34
34
65
0
12/12
840
71
1
0:20
3:58
54
67
0
12/19
1004
99
10
0:41
3:32
110
77
8
12/26*
n/a
60
11
n/a
n/a
n/a
n/a
n/a
Total
13,397
2,161
228
1:07
4:20
1,669
1,835
554

Other Semesters' Results

* Indicates a week abbreviated by a holiday or university closure.