Year 2006 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 2821 2374 384 592 02:37 00:15 2519
February 1459 1300 137 171 03:34 00:18 1056
March 1126 1016 74 48 02:45 00:10 576
April 1360 1222 98 338 03:08 00:12 895
May 1846 1652 135 180 02:50 00:09 1013
June 1391 1232 113 136 03:48 00:10 845
July 1147 1026 85 127 03:32 00:10 296
August 3870 3127 386 710 03:02 00:16 4126
September 1997 1815 145 266 02:51 00:10 1320
October 2449 2131 266 933 03:45 00:11 677
November 1544 1378 137 636 03:30 00:14 381
December 804 707 97 132 02:59 00:12 134

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
January 522 15 1037 16 20 3 1613
February 387 12 446 4 10 1 860
March 350 21 372 6 15 2 766
April 320 9 307 5 7 1 649
May 467 23 353 15 13 0 871
June 348 15 260 8 11 2 644
July 347 22 196 2 11 5 583
August 815 12 1644 6 16 4 2497
September 620 25 850 6 22 7 1530
October 557 22 473 9 39 1 1101
November 339 14 358 2 3 0 716
December 309 9 254 3 8 3 586

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
January 1552 20 36 5 0 1613
February 807 16 29 8 0 860
March 724 13 23 6 0 766
April 615 14 20 0 0 649
May 832 7 30 2 0 871
June 586 15 42 1 0 644
July 562 16 5 0 0 583
August 2439 41 16 1 0 2497
September 1419 26 84 1 0 1530
October 1020 18 58 5 0 1101
November 701 14 1 0 0 716
December 577 9 0 0 0 586

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
January 23 334 25 695 13 51 1141
February 10 185 17 345 6 32 595
March 16 159 25 316 17 30 563
April 26 139 16 281 8 26 496
May 12 366 30 265 8 20 701
June 13 159 22 248 13 24 479
July 27 144 14 235 12 29 461
August 25 586 27 767 10 64 1479
September 21 421 19 477 10 34 982
October 55 275 6 427 20 43 826
November 14 127 7 326 11 31 516
December 9 225 6 236 7 27 510

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
January 142 821
February 84 796
March 92 875
April 80 417
May 86 457
June 75 441
July 83 524
August 129 1400
September 108 974
October 112 700
November 95 340
December 54 238

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Help Desk Incidents by Customer and Category

January 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 168 5 140 13 6 2 334
HARDWARE 10 0 3 0 0 0 13
FILTERED 4 0 10 0 0 0 14
SPECREQ 7 0 5 0 0 0 12
STDSETUP 6 0 0 0 0 0 6
EMAIL 4 0 19 0 0 0 23
WIRELESS 22 0 415 1 2 0 440
NETWORK 17 0 31 0 2 1 51
APPS 280 6 398 2 9 0 695
REMOTE 4 4 16 0 1 0 25

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Help Desk Incidents by Customer and Category

February 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 128 3 51 1 2 0 185
SPECREQ 7 0 7 0 0 0 14
REMOTE 3 1 12 0 0 1 17
HARDWARE 3 0 2 0 1 0 6
FILTERED 8 0 7 0 0 0 15
WIRELESS 23 0 196 0 0 0 219
STDSETUP 15 0 2 0 0 0 17
NETWORK 15 0 15 1 1 0 32
APPS 179 7 151 2 6 0 345
EMAIL 6 1 3 0 0 0 10

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Help Desk Incidents by Customer and Category

March 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 105 4 42 4 4 0 159
FILTERED 1 0 2 0 0 1 4
REMOTE 5 5 15 0 0 0 25
SPECREQ 7 0 5 0 0 0 12
WIRELESS 24 0 142 0 3 0 169
STDSETUP 14 0 3 1 0 0 18
NETWORK 16 1 13 0 0 0 30
EMAIL 8 2 5 0 1 0 16
APPS 159 9 139 1 7 1 316
HARDWARE 11 0 6 0 0 0 17

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Help Desk Incidents by Customer and Category

April 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 83 5 45 2 3 1 139
STDSETUP 16 0 5 0 1 0 22
HARDWARE 5 0 3 0 0 0 8
NETWORK 14 1 11 0 0 0 26
FILTERED 0 0 1 0 0 0 1
EMAIL 15 0 11 0 0 0 26
WIRELESS 15 0 95 0 1 0 111
REMOTE 4 1 11 0 0 0 16
APPS 152 2 122 3 2 0 281
SPECREQ 16 0 3 0 0 0 19

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Help Desk Incidents by Customer and Category

May 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 238 12 106 2 8 0 366
FILTERED 0 0 4 0 0 0 4
EMAIL 8 0 4 0 0 0 12
STDSETUP 31 0 7 7 0 0 45
SPECREQ 13 0 2 0 0 0 15
NETWORK 13 0 6 1 0 0 20
HARDWARE 8 0 0 0 0 0 8
WIRELESS 18 0 87 0 1 0 106
APPS 135 6 116 4 4 0 265
REMOTE 3 5 21 1 0 0 30

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Help Desk Incidents by Customer and Category

June 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 106 6 43 0 3 1 159
NETWORK 12 1 10 1 0 0 24
FILTERED 3 0 8 0 0 0 11
WIRELESS 24 0 53 0 4 0 81
STDSETUP 39 0 9 0 1 1 50
SPECREQ 19 1 3 0 0 0 23
REMOTE 4 1 17 0 0 0 22
EMAIL 6 2 5 0 0 0 13
APPS 126 4 108 7 3 0 248
HARDWARE 9 0 4 0 0 0 13

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Help Desk Incidents by Customer and Category

July 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 101 10 30 0 2 1 144
HARDWARE 10 1 1 0 0 0 12
EMAIL 14 1 10 0 1 1 27
STDSETUP 22 0 3 0 0 1 26
SPECREQ 24 0 3 0 1 0 28
REMOTE 3 2 9 0 0 0 14
WIRELESS 19 0 43 0 4 0 66
NETWORK 22 0 7 0 0 0 29
APPS 132 8 88 2 3 2 235
FILTERED 0 0 2 0 0 0 2

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Help Desk Incidents by Customer and Category

August 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 349 8 217 2 7 3 586
FILTERED 2 0 2 0 0 0 4
STDSETUP 45 0 7 0 1 0 53
SPECREQ 17 0 5 0 0 0 22
WIRELESS 63 0 869 3 4 0 939
REMOTE 7 1 19 0 0 0 27
NETWORK 39 0 23 0 2 0 64
HARDWARE 6 0 4 0 0 0 10
APPS 273 3 487 1 2 1 767
EMAIL 14 0 11 0 0 0 25

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Help Desk Incidents by Customer and Category

September 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 262 21 117 2 17 2 421
HARDWARE 8 0 2 0 0 0 10
EMAIL 10 0 11 0 0 0 21
WIRELESS 39 0 421 1 1 0 462
STDSETUP 29 0 11 1 0 3 44
REMOTE 3 0 16 0 0 0 19
NETWORK 28 0 5 1 0 0 34
FILTERED 0 0 5 0 0 0 5
APPS 214 4 253 1 3 2 477
SPECREQ 27 0 9 0 1 0 37

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Help Desk Incidents by Customer and Category

October 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 168 11 63 3 30 0 275
HARDWARE 18 0 2 0 0 0 20
REMOTE 3 1 2 0 0 0 6
WIRELESS 26 0 174 1 2 0 203
STDSETUP 25 0 10 0 0 0 35
SPECREQ 27 0 3 1 0 0 31
NETWORK 28 0 15 0 0 0 43
EMAIL 27 1 27 0 0 0 55
APPS 234 9 172 4 7 1 427
FILTERED 1 0 5 0 0 0 6

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Help Desk Incidents by Customer and Category

November 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 88 4 34 1 0 0 127
REMOTE 4 0 3 0 0 0 7
SPECREQ 17 0 5 0 0 0 22
STDSETUP 9 0 4 0 0 0 13
HARDWARE 8 0 3 0 0 0 11
WIRELESS 21 2 130 1 1 0 155
NETWORK 13 0 18 0 0 0 31
EMAIL 10 0 4 0 0 0 14
APPS 168 8 148 0 2 0 326
FILTERED 1 0 9 0 0 0 10

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Help Desk Incidents by Customer and Category

December 2006

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 152 5 61 2 3 2 225
REMOTE 0 1 5 0 0 0 6
EMAIL 6 0 3 0 0 0 9
WIRELESS 11 0 44 0 1 0 56
STDSETUP 6 0 1 0 0 0 7
SPECREQ 9 0 1 0 0 0 10
NETWORK 14 0 13 0 0 0 27
HARDWARE 5 0 2 0 0 0 7
APPS 106 3 121 1 4 1 236
FILTERED 0 0 3 0 0 0 3

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Last Updated:Dec 29, 2006 6:03 AM