Year 2005 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
January 2981 2512 398 680 03:13 00:21 2804
February 2065 1759 226 270 03:58 00:14 763
March 1662 1513 162 156 04:02 00:10 400
April 1709 1511 159 154 03:46 00:11 822
May 1777 1539 159 125 03:36 00:09 705
June 1572 1395 160 153 03:08 00:13 929
July 1123 1038 55 82 02:51 00:07 287
August 3905 3206 556 1137 02:41 00:29 3387
September 1837 1715 132 236 02:44 00:10 1654
October 1779 1551 166 437 03:46 00:14 572
November 1483 1288 158 199 03:00 00:11 426
December 1207 1085 85 82 02:50 00:07 261

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
January 574 15 953 9 17 0 1568
February 477 15 545 10 20 1 1068
March 534 10 448 8 8 0 1008
April 429 14 421 9 14 1 888
May 607 32 380 11 14 2 1046
June 410 26 226 1 11 2 676
July 342 15 176 4 3 13 553
August 756 24 1382 14 19 12 2207
September 581 30 821 10 24 0 1466
October 438 17 501 8 38 6 1008
November 363 9 387 4 5 0 768
December 423 13 274 1 17 3 731

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
January 1470 32 63 2 1 1568
February 1021 16 29 2 0 1068
March 964 9 30 5 0 1008
April 822 27 38 1 0 888
May 996 15 35 0 0 1046
June 635 15 23 3 0 676
July 523 20 6 4 0 553
August 2103 32 68 4 0 2207
September 1399 34 30 3 0 1466
October 934 30 39 5 0 1008
November 733 8 19 8 0 768
December 706 9 13 3 0 731

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
January 19 316 54 737 10 62 1198
February 22 172 32 525 21 55 827
March 20 161 28 548 12 48 817
April 19 138 33 495 15 50 750
May 19 365 20 484 15 33 936
June 8 129 15 407 6 13 578
July 10 131 6 286 13 12 458
August 18 511 64 931 11 30 1565
September 45 328 44 600 17 44 1078
October 32 213 24 418 9 54 750
November 17 99 11 407 11 46 591
December 9 217 13 368 13 13 633

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
January 146 863
February 118 703
March 127 719
April 96 908
May 97 827
June 125 605
July 93 910
August 142 1282
September 104 686
October 114 653
November 127 653
December 88 286

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Help Desk Incidents by Customer and Category

January 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 210 5 84 5 12 0 316
EMAIL 10 0 9 0 0 0 19
WIRELESS 29 0 287 0 3 0 319
STDSETUP 10 1 4 0 0 0 15
REMOTE 5 0 48 0 1 0 54
NETWORK 32 0 30 0 0 0 62
HARDWARE 7 0 3 0 0 0 10
FILTERED 8 0 13 0 0 0 21
APPS 251 9 472 4 1 0 737
SPECREQ 12 0 3 0 0 0 15

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Help Desk Incidents by Customer and Category

February 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 106 2 58 1 5 0 172
EMAIL 12 2 7 1 0 0 22
WIRELESS 35 0 154 1 1 0 191
STDSETUP 13 0 2 0 0 0 15
REMOTE 4 2 21 0 5 0 32
NETWORK 34 0 21 0 0 0 55
HARDWARE 13 0 8 0 0 0 21
FILTERED 8 0 14 1 0 0 23
APPS 242 9 258 6 9 1 525
SPECREQ 10 0 2 0 0 0 12

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Help Desk Incidents by Customer and Category

March 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 113 5 40 0 3 0 161
WIRELESS 21 0 109 2 0 0 132
STDSETUP 24 0 1 0 0 0 25
SPECREQ 10 0 4 0 0 0 14
REMOTE 7 0 21 0 0 0 28
NETWORK 29 0 19 0 0 0 48
HARDWARE 6 0 5 0 1 0 12
FILTERED 5 0 13 0 2 0 20
APPS 309 5 226 6 2 0 548
EMAIL 10 0 10 0 0 0 20

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Help Desk Incidents by Customer and Category

April 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 82 3 48 0 5 0 138
FILTERED 3 0 12 0 0 0 15
WIRELESS 17 0 85 0 1 0 103
SPECREQ 6 0 2 0 1 0 9
REMOTE 8 3 21 0 1 0 33
NETWORK 32 0 17 1 0 0 50
HARDWARE 13 0 2 0 0 0 15
EMAIL 8 1 10 0 0 0 19
APPS 250 7 223 8 6 1 495
STDSETUP 10 0 1 0 0 0 11

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Help Desk Incidents by Customer and Category

May 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 262 17 76 2 7 1 365
HARDWARE 13 0 1 1 0 0 15
STDSETUP 21 1 3 1 0 0 26
SPECREQ 14 0 3 0 0 0 17
REMOTE 4 3 12 0 0 1 20
NETWORK 15 1 16 0 1 0 33
FILTERED 3 0 5 0 0 0 8
EMAIL 7 0 11 0 1 0 19
APPS 252 10 210 7 5 0 484
WIRELESS 16 0 43 0 0 0 59

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Help Desk Incidents by Customer and Category

June 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 81 15 26 0 7 0 129
STDSETUP 29 0 6 0 0 0 35
SPECREQ 7 0 1 0 0 0 8
REMOTE 6 0 9 0 0 0 15
NETWORK 10 1 2 0 0 0 13
HARDWARE 5 0 1 0 0 0 6
FILTERED 1 0 0 0 0 0 1
EMAIL 7 0 0 0 1 0 8
APPS 245 10 149 1 2 0 407
WIRELESS 19 0 32 0 1 2 54

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Help Desk Incidents by Customer and Category

July 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 94 9 26 0 2 0 131
APPS 166 5 107 3 1 4 286
EMAIL 6 1 3 0 0 0 10
HARDWARE 11 0 1 0 0 1 13
NETWORK 9 0 3 0 0 0 12
REMOTE 1 0 5 0 0 0 6
SPECREQ 16 0 0 0 0 0 16
STDSETUP 20 0 7 0 0 0 27
WIRELESS 19 0 24 1 0 8 52

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Help Desk Incidents by Customer and Category

August 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 367 15 114 2 9 4 511
WIRELESS 33 0 533 2 3 7 578
STDSETUP 20 0 12 0 0 0 32
REMOTE 11 3 49 1 0 0 64
NETWORK 18 0 10 1 1 0 30
HARDWARE 10 0 1 0 0 0 11
FILTERED 3 0 9 0 0 0 12
EMAIL 5 0 10 1 2 0 18
APPS 272 5 643 7 3 1 931
SPECREQ 17 1 1 0 1 0 20

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Help Desk Incidents by Customer and Category

September 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 192 16 104 5 11 0 328
STDSETUP 19 0 1 0 0 0 20
SPECREQ 15 1 18 0 0 0 34
REMOTE 10 3 31 0 0 0 44
NETWORK 22 0 21 0 1 0 44
HARDWARE 12 0 5 0 0 0 17
FILTERED 5 0 16 0 0 0 21
EMAIL 19 1 24 0 1 0 45
APPS 264 9 316 4 7 0 600
WIRELESS 23 0 285 1 4 0 313

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Help Desk Incidents by Customer and Category

October 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
EMAIL 4 1 5 0 0 0 10
ACCOUNTS 129 8 44 2 27 3 213
WIRELESS 26 0 178 1 1 0 206
STDSETUP 22 0 3 0 0 0 25
SPECREQ 5 0 2 0 0 0 7
REMOTE 8 0 16 0 0 0 24
NETWORK 26 0 26 1 1 0 54
HARDWARE 4 0 4 1 0 0 9
FILTERED 6 0 14 0 0 0 20
APPS 202 8 194 2 9 3 418
EMAIL 10 1 20 1 0 0 32

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Help Desk Incidents by Customer and Category

November 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 69 3 24 0 3 0 99
FILTERED 6 0 8 0 0 0 14
SPECREQ 6 0 0 0 0 0 6
REMOTE 4 0 7 0 0 0 11
NETWORK 20 0 25 1 0 0 46
WIRELESS 18 0 118 1 0 0 137
HARDWARE 8 0 3 0 0 0 11
EMAIL 5 0 11 1 0 0 17
APPS 211 6 187 1 2 0 407
STDSETUP 16 0 4 0 0 0 20

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Help Desk Incidents by Customer and Category

December 2005

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 147 7 50 0 13 0 217
NETWORK 9 0 4 0 0 0 13
FILTERED 5 0 2 0 0 0 7
HARDWARE 7 0 6 0 0 0 13
SPECREQ 10 0 4 0 0 0 14
WIRELESS 16 0 53 0 0 1 70
REMOTE 2 2 9 0 0 0 13
EMAIL 5 0 3 0 1 0 9
APPS 215 4 143 1 3 2 368
STDSETUP 7 0 0 0 0 0 7

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Last Updated:Dec 30, 2005 6:05 AM