Year 2002 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 2232 1744 390 736 04:03 00:38 680
April 2042 1578 359 632 03:31 00:25 796
June 1404 1263 129 301 03:17 00:20 640
July 1499 1257 229 453 03:20 00:25 456
September 3218 2448 733 1454 04:31 00:50 1266
November 1943 1540 327 556 04:07 00:34 530

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
February 399 27 170 6 4 93 699
April 656 39 344 12 8 136 1195
June 416 24 147 6 4 69 666
July 368 15 161 8 6 48 606
September 609 50 401 10 3 230 1303
November 377 22 319 2 4 95 819

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
February 610 18 54 14 3 699
April 1120 17 40 12 6 1195
June 613 17 28 4 4 666
July 576 17 9 4 0 606
September 1214 35 50 3 1 1303
November 754 11 51 2 1 819

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
February 64 172 100 319 17 27 699
April 121 160 108 749 34 23 1195
June 41 125 77 400 11 12 666
July 47 122 56 354 17 10 606
September 143 310 142 610 50 44 1299
November 78 158 66 463 13 24 802

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
February 114 221
April 136 435
June 127 714
July 120 437
September 129 307
November 72 237

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Help Desk Incidents by Customer and Category

January 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 160 3 44 5 6 34 252
APPS 304 17 83 1 4 41 450
HARDWARE 9 0 5 0 0 0 14
NETWORK 10 0 6 0 0 3 19
REMOTE 16 1 56 0 0 35 108

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Help Desk Incidents by Customer and Category

February 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 119 5 25 2 1 20 172
EMAIL 38 4 17 0 0 5 64
HARDWARE 7 0 4 1 0 5 17
NETWORK 16 2 3 0 0 6 27
REMOTE 30 3 46 1 0 20 100

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Help Desk Incidents by Customer and Category

March 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 446 32 114 3 1 69 665
EMAIL 63 3 15 2 1 8 92
HARDWARE 123 7 19 1 1 3 154
NETWORK 24 1 5 0 0 1 31

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Help Desk Incidents by Customer and Category

April 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 86 4 44 1 1 24 160
APPS 437 22 209 6 2 73 749
EMAIL 68 6 30 1 2 14 121
HARDWARE 22 1 9 0 1 1 34
NETWORK 17 0 4 0 1 1 23
REMOTE 26 6 48 4 1 23 108

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Help Desk Incidents by Customer and Category

May 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 125 15 54 4 1 17 216
APPS 362 22 132 7 5 75 603
EMAIL 80 7 16 3 1 17 124
HARDWARE 15 0 3 0 0 1 19
REMOTE 24 4 30 1 1 12 72

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Help Desk Incidents by Customer and Category

June 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 78 2 31 2 1 11 125
APPS 283 19 64 1 3 30 400
EMAIL 27 1 7 1 0 5 41
NETWORK 9 0 3 0 0 0 12
REMOTE 15 2 35 2 0 23 77

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Help Desk Incidents by Customer and Category

July 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 86 3 19 1 1 12 122
APPS 217 9 92 5 3 28 354
EMAIL 32 1 10 0 0 4 47
HARDWARE 9 0 7 0 0 1 17
NETWORK 5 0 3 0 1 1 10
REMOTE 19 2 30 2 1 2 56

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Help Desk Incidents by Customer and Category

August 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 160 6 50 2 3 27 248
APPS 326 18 216 7 9 106 682
HARDWARE 19 1 11 0 0 5 36
NETWORK 21 0 7 0 1 1 30
REMOTE 27 1 58 0 2 32 120

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Help Desk Incidents by Customer and Category

September 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 172 20 66 5 1 46 310
EMAIL 65 3 47 0 0 28 143
HARDWARE 35 2 8 1 0 4 50
NETWORK 23 0 17 0 0 4 44
REMOTE 14 3 76 1 0 48 142
STDSETUP 4 0 0 0 0 0 4

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Help Desk Incidents by Customer and Category

October 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 191 14 51 3 6 30 295
APPS 295 20 142 7 4 54 522
EMAIL 54 6 34 2 2 21 119
HARDWARE 12 0 7 0 1 1 21
NETWORK 19 0 9 0 1 5 34
REMOTE 19 5 58 2 1 36 121
SPECREQ 1 0 0 0 0 0 1
STDSETUP 14 1 0 0 0 0 15

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Help Desk Incidents by Customer and Category

November 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 91 4 38 2 1 0 136
APPS 205 8 203 0 1 46 463
EMAIL 36 5 26 0 0 11 78
HARDWARE 8 0 4 0 0 1 13
NETWORK 12 0 10 0 0 2 24
SPECREQ 7 0 2 0 0 1 10
STDSETUP 6 0 1 0 0 0 7

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Help Desk Incidents by Customer and Category

December 2002

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 111 3 28 2 2 14 160
APPS 160 11 112 4 4 37 328
HARDWARE 8 1 1 0 0 0 10
NETWORK 8 0 12 0 0 3 23
REMOTE 8 2 17 0 0 12 39
SPECREQ 4 0 1 0 0 0 5
STDSETUP 4 0 4 0 0 0 8

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Last Updated:Oct 11, 2005 3:17 PM