Year 2000 Statistics

Front Line Call Statistics | Incidents by Customer Type | Incidents by Platform
Incidents by Category | On-Site Visits | Incidents by Customer and Category

Student Staffed Front Line Call Statistics

(Monday-Thursday 8:00 a.m. to 10:00 p.m.)
(Friday 8:00 a.m. to 5:00 p.m.)

Month Received Answered Abandoned Recording Avg. Talk Avg. Answer Walk In
February 2153 1682 455 823 05:17 00:42 708
April 1548 1377 161 368 04:18 00:21 505
June 1398 1237 146 318 03:54 00:20 346
August 4146 2644 1433 2430 04:45 01:21 1453
November 2021 1567 449 709 04:21 00:44 350

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
February 90 13 7 1 0 3 114
April 451 34 250 4 4 96 839
June 400 23 102 7 3 63 598
August 550 32 238 8 0 154 982
November 385 25 186 4 4 135 739

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
February 104 7 0 1 2 114
April 794 31 1 11 2 839
June 562 30 0 3 3 598
August 933 31 1 9 8 982
November 694 27 2 9 7 739

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
February 1 0 0 102 7 4 114
April 132 44 95 526 20 22 839
June 99 72 82 317 10 18 598
August 109 228 261 324 18 42 982
November 107 85 140 365 20 22 739

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
February 114 207
April 138 255
June 134 308
August 127 317
November 72 185

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Help Desk Incidents by Customer and Category

January 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 2 0 0 0 0 1 3
APPS 70 4 5 0 0 0 79
HARDWARE 12 1 0 0 0 1 14
NETWORK 4 0 0 0 0 0 4

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Help Desk Incidents by Customer and Category

February 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 83 10 6 1 0 2 102
EMAIL 1 0 0 0 0 0 1
HARDWARE 3 3 0 0 0 1 7
NETWORK 3 0 1 0 0 0 4

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Help Desk Incidents by Customer and Category

March 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 9 1 2 1 1 3 17
APPS 195 11 50 2 1 20 279
EMAIL 36 0 11 0 0 8 55
HARDWARE 13 0 1 0 0 1 15
REMOTE 9 3 15 0 0 24 51

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Help Desk Incidents by Customer and Category

April 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 27 1 12 0 0 4 44
APPS 305 24 152 3 2 40 526
EMAIL 79 5 33 0 2 13 132
HARDWARE 12 2 5 0 0 1 20
NETWORK 12 0 6 0 0 4 22
REMOTE 16 2 42 1 0 34 95

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Help Desk Incidents by Customer and Category

May 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 61 2 13 0 0 9 85
APPS 321 17 118 3 4 30 493
HARDWARE 5 0 4 0 0 1 10
NETWORK 14 0 6 0 0 0 20
REMOTE 40 5 36 1 0 36 118

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Help Desk Incidents by Customer and Category

June 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 47 4 7 1 0 13 72
APPS 243 13 38 2 2 19 317
HARDWARE 7 0 3 0 0 0 10
NETWORK 14 1 2 1 0 0 18
REMOTE 21 0 38 2 0 21 82

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Help Desk Incidents by Customer and Category

July 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 66 2 6 1 0 4 79
EMAIL 38 4 17 1 0 10 70
HARDWARE 7 1 5 0 0 0 13
NETWORK 15 0 5 0 0 0 20
REMOTE 23 0 13 2 0 18 56

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Help Desk Incidents by Customer and Category

August 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 143 6 42 0 0 0 191
APPS 238 12 54 6 0 14 324
EMAIL 61 8 28 0 0 12 109
HARDWARE 15 1 1 1 0 0 18
NETWORK 36 1 3 0 0 2 42
REMOTE 57 4 110 1 0 89 261

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Help Desk Incidents by Customer and Category

September 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 268 24 74 4 2 34 406
EMAIL 60 4 22 5 0 27 118
HARDWARE 7 2 4 1 0 2 16
REMOTE 36 3 88 2 3 89 221

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Help Desk Incidents by Customer and Category

October 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 78 1 22 0 1 11 113
APPS 278 23 99 1 1 57 459
EMAIL 71 5 36 0 1 19 132
NETWORK 18 0 5 0 0 2 25
REMOTE 42 2 57 0 3 53 157

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Help Desk Incidents by Customer and Category

November 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 68 3 10 0 0 4 85
APPS 198 15 81 2 0 69 365
HARDWARE 14 1 2 0 0 3 20
NETWORK 13 1 5 0 1 2 22
REMOTE 30 1 63 2 0 44 140

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Help Desk Incidents by Customer and Category

December 2000

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 60 1 9 2 0 10 82
APPS 118 7 34 0 2 21 182
EMAIL 45 4 19 0 2 5 75
HARDWARE 1 2 0 0 0 1 4
NETWORK 13 0 2 0 0 3 18
REMOTE 16 0 28 0 2 22 68

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Last Updated:Oct 11, 2005 3:17 PM