The Help Desk terms and numbers, and how we throw them around, can get confusing. This page explains the terms used for our contact and content metrics at the C&IT Help Desk.
AccessID - This is your login ID to almost every University service. Memorize it. For more info, go here.
AccessID Account - This refers to all AccessID account maintenance the Help Desk assists with. So, if you have problems logging into Pipeline, Blackboard, WayneConnect, library computers, EZ-Proxy, etc. (all the services tied to your AccessID for login) and you call us, we consider those issues as part of this category.
ACD - This stands for "Automated Call Distributor," and is oftentimes referred to as "the queue." When a customer calls the C&IT Help Desk, the customer is accepted in the ACD and then the ACD forwards the call to the first available agent in a first-come, first-serve order.
Administrative Systems - This category covers contacts made concerning the administrative systems that staff and administrators use (Banner, Cognos ReportNet, Appworx, etc.).
Average Answer Delay - The average time it takes for us to answer a call from the point it is accepted into the ACD to the point an agent picks up the call. Times on the metrics pages are in a minutes and seconds format (for example, "3:08" is three minutes and eight seconds).
Average Talk Time - The average time it takes for the agent to talk with the customer. Times on the metrics pages are in a minutesand seconds format (for example, "3:08" is three minutes and eight seconds).
Blackboard - This is the University-branded version of the Blackboard Academic Suite product. For more information, go here.
Calls Abandoned - These callers hang-up in the first minute in the ACD queue (they do not reach an agent). These could be wrong numbers, repeat callers (call, dropped in the the queue, hangup, repeat), etc. Industry standard is that, while one may report abandoned calls under one minute, they are not included in final call volume tallies or totals.
Calls Answered - These are the calls where an agent has talked with the customer.
Calls Deflected - These are calls that receive busy signals because the ACD queue is full and cannot accept new calls.
Detection/Removal - This refers to the detection and removal of viruses, spyware, malware, adware, trojans, etc., on machines that are brought into us for service.
E-mail - This refers to the actual service C&IT offers for e-mail. It does not refer to the way you read e-mail (see "E-mail Clients").
E-mail Answered - These are the e-mails we send to customers from helpdesk@wayne.edu and bbadmin@wayne.edu.
E-mail Clients - This refers to what you use to read e-mail. WebMail, Outlook, etc., are examples of e-mail clients.
Internet Browsers - These are the programs you might use to surf the web, such as Mozilla, Safari, or Internet Explorer.
MS Office - This is the Microsoft Office product suite, which includes applications such as Word, Excel, and PowerPoint.
Network - There is, in reality, only one network for the entire campus. However, there are differences in how an employee connects to the network and how an apartment resident connects. Typically, when apartments or residence halls ar involved, we refer to that part of the network as "ResNet."
Operating System(s) - This refers to any troubleshooting we may need to do, either in person or over the phone, with your computer's operating software (such as Windows XP or Mac OS X).
Other - When abosolutely no computing category or problem type fits the issue, it gets classified as "Other." Contacts referring to admissions, registration or financial aid issues are commonly placed in this category.
Queue - The common name for the ACD. Common use at the Help Desk is "We have a queue." which means that there are callers waiting in the ACD to talk with us.
Significant Calls Abandoned - These are from callers who hang-up after the first minute in the ACD queue (they do not reach an agent). Significant abandons are included in final call volume tallies or totals.
Symantec (Norton) AntiVirus - This refers to the University's anti-virus software, available through the WSU Software Clearinghouse. Though the product is from Symantec, on Windows it is called "Symantec AntiVirus" and on the Mac it is called "Norton AntiVirus."
Total Customer Contacts - These are all of the phone calls, e-mail, and faxes we have answered in addition to our face-to-face contacts.
Voice Mail Answered - These are the number of voice mails customers leave for us during a specific time period.
WayneConnect - this is the official name for the University's dial-in service. For more information, go here.
WSU Pipeline - This is the University-branded version of the Campus Pipeline product.
