Year 2003 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 1922 1427 439 633 03:58 00:33 764
April 1992 1479 432 625 03:30 00:22 918
June 1438 1191 236 443 03:57 00:26 717
September 3730 2299 1248 2109 04:13 00:44 1681
November 1332 937 336 622 04:23 00:24 312

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
February 436 23 251 6 7 79 802
April 363 24 195 2 2 62 648
June 371 16 146 1 8 76 618
September 553 34 329 8 9 91 1024
November 268 19 192 4 3 45 531

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
February 761 18 22 1 0 802
April 617 11 17 3 0 648
June 554 7 34 23 0 618
September 928 30 38 28 0 1024
November 485 16 21 9 0 531

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
February 85 156 48 456 17 32 794
April 31 181 30 330 13 34 619
June 36 189 31 323 10 17 606
September 25 334 53 453 15 105 985
November 15 91 23 337 16 39 521

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
February 115 351
April 105 285
June 91 252
September 205 467
November 94 269

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Help Desk Incidents by Customer and Category

January 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 195 6 87 3 2 38 331
APPS 262 13 185 5 4 82 551
HARDWARE 12 2 11 0 0 2 27
NETWORK 12 0 20 0 1 11 44
REMOTE 21 1 71 1 0 20 114
SPECREQ 9 0 1 0 0 0 10

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Help Desk Incidents by Customer and Category

February 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 91 2 37 1 2 23 156
APPS 267 17 132 4 5 31 456
EMAIL 41 3 28 0 0 13 85
HARDWARE 9 1 6 1 0 0 17
NETWORK 8 0 21 0 0 3 32
REMOTE 12 0 27 0 0 9 48
SPECREQ 3 0 0 0 0 0 3
STDSETUP 5 0 0 0 0 0 5

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Help Desk Incidents by Customer and Category

March 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 172 5 40 0 2 46 265
EMAIL 29 1 15 1 0 3 49
HARDWARE 16 0 7 0 0 1 24
NETWORK 7 0 12 0 0 3 22
REMOTE 6 2 19 1 2 9 39
SPECREQ 4 1 0 0 0 0 5
STDSETUP 12 1 3 0 0 0 16

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Help Desk Incidents by Customer and Category

April 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 123 8 36 0 1 13 181
APPS 160 11 113 2 1 43 330
EMAIL 21 1 9 0 0 0 31
HARDWARE 7 1 4 0 0 1 13
NETWORK 20 1 13 0 0 0 34
REMOTE 12 1 12 0 0 5 30
SPECREQ 10 0 5 0 0 0 15
STDSETUP 10 1 3 0 0 0 14

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Help Desk Incidents by Customer and Category

May 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 212 7 58 4 3 20 304
APPS 276 19 106 2 5 48 456
EMAIL 21 2 4 0 0 3 30
HARDWARE 7 2 2 0 0 2 13
NETWORK 10 0 11 0 0 1 22
REMOTE 6 0 13 1 1 3 24
SPECREQ 1 0 0 0 0 0 1
STDSETUP 3 0 0 0 0 0 3

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Help Desk Incidents by Customer and Category

June 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 127 6 31 0 3 22 189
APPS 190 7 77 1 3 45 323
EMAIL 18 2 13 0 1 2 36
HARDWARE 7 0 3 0 0 0 10
NETWORK 7 0 10 0 0 0 17
REMOTE 10 1 12 0 1 7 31
SPECREQ 1 0 0 0 0 0 1
STDSETUP 11 0 0 0 0 0 11

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Help Desk Incidents by Customer and Category

July 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 87 3 12 0 1 8 111
EMAIL 15 1 13 0 0 0 29
HARDWARE 7 1 2 0 0 1 11
NETWORK 10 2 6 0 0 3 21
REMOTE 10 0 14 0 0 7 31
SPECREQ 25 1 6 0 0 0 32

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Help Desk Incidents by Customer and Category

August 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 199 5 49 0 4 16 273
APPS 236 8 131 2 4 37 418
EMAIL 28 0 10 1 0 5 44
HARDWARE 13 0 3 0 0 1 17
NETWORK 24 1 41 0 0 9 75
REMOTE 14 4 45 3 1 10 77
SPECREQ 3 0 3 0 0 0 6
STDSETUP 19 1 3 0 0 0 23

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Help Desk Incidents by Customer and Category

September 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 237 15 58 2 6 16 334
EMAIL 4 2 15 0 0 4 25
HARDWARE 9 0 4 0 0 2 15
NETWORK 20 1 68 1 1 14 105
REMOTE 12 3 29 0 0 9 53
STDSETUP 34 0 3 0 0 0 37

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Help Desk Incidents by Customer and Category

October 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 160 7 33 2 1 14 217
APPS 303 7 145 1 2 19 477
EMAIL 6 0 6 0 0 1 13
NETWORK 24 0 36 0 2 7 69
REMOTE 2 0 15 0 0 4 21
SPECREQ 1 0 0 0 0 0 1
STDSETUP 16 0 3 1 0 0 20

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Help Desk Incidents by Customer and Category

November 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 174 14 124 4 1 20 337
EMAIL 5 1 6 0 0 3 15
HARDWARE 9 0 6 0 0 1 16
NETWORK 14 0 22 0 0 3 39
REMOTE 3 2 13 0 0 5 23
SPECREQ 3 0 2 0 0 0 5
STDSETUP 4 0 0 0 1 0 5

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Help Desk Incidents by Customer and Category

December 2003

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 175 3 25 1 3 7 214
APPS 199 12 122 2 4 28 367
EMAIL 15 3 10 0 0 0 28
HARDWARE 9 0 1 0 0 1 11
NETWORK 13 0 29 0 0 5 47
REMOTE 6 0 17 0 0 5 28
SPECREQ 0 0 2 0 0 0 2
STDSETUP 13 0 0 0 0 0 13

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Last Updated:Oct 11, 2005 3:17 PM