Year 2004 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 2303 1468 594 1183 05:13 00:33 593
April 2287 1623 554 1013 03:33 00:25 377
June 1337 1210 57 72 03:54 00:07 561
July 1516 1350 105 146 03:46 00:09 281
September 2841 2223 532 807 04:33 00:31 1323
November 1612 1386 221 277 04:14 00:15 381
December 1996 1701 256 334 03:54 00:14 379

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
February 430 27 332 11 7 71 878
April 408 24 350 3 9 39 833
June 493 27 306 7 16 52 901
July 450 19 211 3 7 25 715
September 703 33 787 14 16 75 1628
November 454 9 375 10 7 23 878
December 543 15 348 8 13 20 947

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
February 828 15 26 9 0 878
April 797 13 13 10 0 833
June 822 26 38 15 0 901
July 663 21 23 8 0 715
September 1559 22 42 4 1 1628
November 845 12 21 0 0 878
December 916 7 22 2 0 947

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
February 56 153 62 445 24 125 865
April 41 117 23 414 17 94 706
June 42 206 41 503 11 58 861
July 35 161 26 360 24 70 676
September 73 385 125 616 31 254 1484
November 24 149 19 465 13 50 720
December 15 266 29 444 14 34 802

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
February 135 705
April 115 478
June 116 591
July 131 476
September 189 766
November 128 500
December 152 632

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Help Desk Incidents by Customer and Category

January 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 258 7 52 2 3 7 329
APPS 238 14 273 4 7 77 613
HARDWARE 10 3 4 0 0 3 20
NETWORK 23 0 92 0 0 28 143
REMOTE 12 0 27 1 0 7 47
STDSETUP 14 0 1 0 0 0 15

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Help Desk Incidents by Customer and Category

February 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 215 17 168 6 2 37 445
EMAIL 24 1 27 0 0 4 56
FILTERED 1 0 0 0 0 1 2
HARDWARE 15 1 7 0 0 1 24
NETWORK 35 0 73 0 2 15 125
REMOTE 14 5 36 0 1 6 62
STDSETUP 9 0 0 1 1 0 11

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Help Desk Incidents by Customer and Category

March 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 168 6 27 1 0 5 207
APPS 203 3 146 4 7 28 391
FILTERED 22 0 9 0 0 2 33
HARDWARE 20 0 9 0 1 1 31
NETWORK 39 1 72 0 2 6 120
REMOTE 8 5 19 0 1 5 38
SPECREQ 1 0 1 0 0 0 2
STDSETUP 11 0 4 0 1 0 16

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Help Desk Incidents by Customer and Category

April 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 83 5 26 0 2 1 117
APPS 170 9 204 2 4 25 414
EMAIL 14 4 21 0 1 1 41
FILTERED 86 1 22 0 0 2 111
HARDWARE 10 1 5 1 0 0 17
NETWORK 26 1 57 0 1 9 94
REMOTE 6 2 13 0 1 1 23
STDSETUP 13 1 2 0 0 0 16

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Help Desk Incidents by Customer and Category

May 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 238 8 80 1 3 17 347
APPS 269 11 332 7 7 46 672
EMAIL 32 3 35 1 1 4 76
FILTERED 6 0 3 0 0 3 12
HARDWARE 11 0 6 0 0 0 17
NETWORK 30 1 42 0 1 2 76
REMOTE 7 0 33 0 1 7 48
SPECREQ 0 0 1 0 0 0 1
STDSETUP 9 1 0 0 0 0 10

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Help Desk Incidents by Customer and Category

June 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 146 11 34 3 9 3 206
APPS 245 14 197 3 6 38 503
EMAIL 22 0 17 0 0 3 42
HARDWARE 6 0 4 0 0 1 11
NETWORK 22 0 32 1 0 3 58
REMOTE 17 2 18 0 0 4 41
SPECREQ 1 0 1 0 0 0 2

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Help Desk Incidents by Customer and Category

July 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 121 7 23 1 4 5 161
APPS 212 7 122 1 3 15 360
EMAIL 15 2 17 1 0 0 35
FILTERED 2 0 0 0 0 0 2
HARDWARE 16 1 7 0 0 0 24
NETWORK 45 1 20 0 0 4 70
REMOTE 8 1 16 0 0 1 26
SPECREQ 2 0 2 0 0 0 4
STDSETUP 29 0 4 0 0 0 33

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Help Desk Incidents by Customer and Category

August 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 472 9 176 4 9 36 706
APPS 297 10 465 7 7 30 816
EMAIL 26 2 40 0 1 8 77
FILTERED 18 0 9 0 0 0 27
HARDWARE 26 3 11 0 1 1 42
NETWORK 62 0 334 0 1 24 421
REMOTE 22 3 95 1 2 8 131
SPECREQ 7 0 0 0 0 0 7
STDSETUP 18 0 6 0 0 0 24

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Help Desk Incidents by Customer and Category

September 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 240 19 96 3 5 22 385
APPS 249 9 315 4 9 30 616
EMAIL 39 0 27 4 1 2 73
FILTERED 59 0 51 0 1 5 116
HARDWARE 17 1 13 0 0 0 31
NETWORK 48 0 198 0 0 8 254
REMOTE 27 2 85 3 0 8 125
STDSETUP 19 2 1 0 0 0 22

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Help Desk Incidents by Customer and Category

October 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 158 11 54 4 10 21 258
APPS 223 12 163 2 4 9 413
EMAIL 45 3 45 2 1 8 104
FILTERED 8 0 19 0 1 3 31
HARDWARE 20 1 25 0 0 1 47
NETWORK 45 1 131 0 1 1 179
REMOTE 7 7 36 0 0 3 53
SPECREQ 10 0 1 0 0 0 11
STDSETUP 15 0 0 0 0 0 15

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Help Desk Incidents by Customer and Category

November 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 99 2 36 1 5 6 149
APPS 257 6 182 9 2 9 465
EMAIL 14 1 9 0 0 0 24
FILTERED 13 0 17 0 0 0 30
HARDWARE 7 0 6 0 0 0 13
NETWORK 26 0 23 0 0 1 50
REMOTE 3 0 14 0 0 2 19
SPECREQ 6 0 1 0 0 0 7
WIRELESS 15 0 87 0 0 5 107

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Help Desk Incidents by Customer and Category

December 2004

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 202 6 42 3 10 3 266
APPS 254 5 167 4 3 11 444
EMAIL 12 0 3 0 0 0 15
HARDWARE 10 2 2 0 0 0 14
NETWORK 24 0 9 0 0 1 34
REMOTE 6 2 21 0 0 0 29
SPECREQ 6 0 4 1 0 2 13
WIRELESS 7 0 82 0 0 1 90

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Last Updated:Oct 11, 2005 3:05 PM