Year 2007 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 3668 3151 426 697 03:18 00:15 2545
February 1930 1637 240 247 04:01 00:13 712
March 1651 1454 162 207 03:59 00:14 356
April 1580 1383 168 173 04:41 00:11 352
May 2035 1695 317 436 03:37 00:18 654
June 1739 1448 256 355 03:54 00:13 495
July 1574 1350 171 0 03:57 00:12 168
August 4607 3913 654 980 03:24 00:15 1324
September 2629 2211 388 707 03:39 00:26 898
October 2214 1932 256 323 04:07 00:15 449
November 1356 1144 137 179 03:02 00:12 222
December 824 694 120 145 03:07 00:13 223

Top

Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
January 617 28 1266 20 22 4 1957
February 470 13 563 6 11 1 1064
March 432 12 427 15 7 8 901
April 400 17 400 8 6 4 835
May 575 20 484 13 19 0 1111
June 348 24 329 5 18 2 726
July 432 27 266 15 13 2 755
August 766 18 1848 8 21 5 2666
September 421 23 1146 9 17 1 1617
October 434 13 615 4 15 0 1081
November 282 6 359 3 7 0 657
December 327 8 271 4 12 0 622

Top

Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
January 1918 37 2 0 0 1957
February 1056 8 0 0 0 1064
March 888 11 0 2 0 901
April 824 10 1 0 0 835
May 1099 12 0 0 0 1111
June 713 12 1 0 0 726
July 749 6 0 0 0 755
August 2583 82 1 0 0 2666
September 1578 37 0 2 0 1617
October 1062 18 0 1 0 1081
November 654 3 0 0 0 657
December 618 4 0 0 0 622

Top

Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
January 23 385 30 854 16 32 1340
February 7 146 25 540 10 37 765
March 8 172 34 432 16 38 700
April 12 167 16 410 16 42 663
May 12 355 12 560 11 31 981
June 12 187 14 345 3 31 592
July 18 270 7 272 12 39 618
August 79 533 36 942 21 56 1667
September 40 265 12 709 12 19 1057
October 12 191 12 461 19 18 713
November 12 112 7 319 3 8 461
December 5 209 1 260 15 16 506

Top

Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
January 104 983
February 95 497
March 108 576
April 86 361
May 85 579
June 89 346
July 113 414
August 134 1274
September 92 757
October 114 631
November 59 344
December 45 175

Top

Help Desk Incidents by Customer and Category

January 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 187 12 174 4 7 1 385
HARDWARE 13 0 3 0 0 0 16
FILTERED 8 0 16 1 0 0 25
STDSETUP 15 1 6 0 0 0 22
SPECREQ 17 0 10 0 0 0 27
EMAIL 10 0 13 0 0 0 23
NETWORK 17 0 14 0 1 0 32
WIRELESS 40 0 494 3 5 1 543
APPS 305 14 513 12 9 1 854
REMOTE 5 1 23 0 0 1 30

Top

Help Desk Incidents by Customer and Category

February 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 80 4 58 0 4 0 146
EMAIL 4 0 3 0 0 0 7
REMOTE 5 2 18 0 0 0 25
WIRELESS 21 0 195 1 5 1 223
STDSETUP 5 0 4 0 1 0 10
SPECREQ 47 0 11 0 0 0 58
NETWORK 20 0 17 0 0 0 37
HARDWARE 7 0 3 0 0 0 10
APPS 280 7 247 5 1 0 540
FILTERED 1 0 7 0 0 0 8

Top

Help Desk Incidents by Customer and Category

March 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 91 3 73 1 2 2 172
FILTERED 0 0 7 0 0 0 7
STDSETUP 8 0 11 1 0 0 20
WIRELESS 14 0 121 0 1 1 137
SPECREQ 25 1 10 0 0 1 37
REMOTE 14 1 17 0 1 1 34
NETWORK 24 1 11 2 0 0 38
EMAIL 4 0 4 0 0 0 8
APPS 240 6 171 9 3 3 432
HARDWARE 12 0 2 2 0 0 16

Top

Help Desk Incidents by Customer and Category

April 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 88 9 61 2 4 3 167
EMAIL 3 2 7 0 0 0 12
HARDWARE 13 0 3 0 0 0 16
STDSETUP 16 0 2 0 0 0 18
WIRELESS 12 0 92 2 1 0 107
SPECREQ 29 0 8 1 0 0 38
REMOTE 7 1 8 0 0 0 16
NETWORK 20 0 21 1 0 0 42
APPS 210 5 191 2 1 1 410
FILTERED 2 0 7 0 0 0 9

Top

Help Desk Incidents by Customer and Category

May 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 198 11 135 3 8 0 355
FILTERED 1 0 2 0 0 0 3
EMAIL 6 0 6 0 0 0 12
NETWORK 16 0 14 1 0 0 31
WIRELESS 13 0 72 2 4 0 91
SPECREQ 19 0 10 0 0 0 29
REMOTE 5 0 7 0 0 0 12
HARDWARE 9 0 2 0 0 0 11
APPS 301 9 236 7 7 0 560
STDSETUP 7 0 0 0 0 0 7

Top

Help Desk Incidents by Customer and Category

June 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 84 10 83 4 4 2 187
STDSETUP 33 0 4 0 0 0 37
REMOTE 5 4 5 0 0 0 14
FILTERED 1 0 1 0 0 0 2
WIRELESS 15 1 50 0 8 0 74
SPECREQ 17 0 4 0 0 0 21
NETWORK 18 2 10 0 1 0 31
EMAIL 5 0 7 0 0 0 12
APPS 167 7 165 1 5 0 345
HARDWARE 3 0 0 0 0 0 3

Top

Help Desk Incidents by Customer and Category

July 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 174 15 72 4 4 1 270
HARDWARE 12 0 0 0 0 0 12
WIRELESS 14 0 27 2 5 0 48
STDSETUP 38 0 20 3 0 0 61
SPECREQ 13 1 8 0 1 1 24
REMOTE 1 3 3 0 0 0 7
NETWORK 22 1 14 2 0 0 39
EMAIL 8 0 10 0 0 0 18
APPS 149 6 110 4 3 0 272
FILTERED 1 1 2 0 0 0 4

Top

Help Desk Incidents by Customer and Category

August 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
HARDWARE 12 0 9 0 0 0 21
APPS 274 6 650 3 8 1 942
ACCOUNTS 342 9 168 2 10 2 533
NETWORK 32 0 24 0 0 0 56
REMOTE 4 2 30 0 0 0 36
SPECREQ 22 0 14 0 0 1 37
STDSETUP 37 0 8 0 0 0 45
WIRELESS 29 0 882 2 3 1 917
EMAIL 14 1 63 1 0 0 79

Top

Help Desk Incidents by Customer and Category

September 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
WIRELESS 22 1 480 0 2 0 505
FILTERED 2 1 2 0 0 0 5
STDSETUP 19 0 3 2 0 0 24
REMOTE 3 2 7 0 0 0 12
NETWORK 9 0 10 0 0 0 19
HARDWARE 5 0 7 0 0 0 12
EMAIL 14 0 25 0 1 0 40
APPS 202 3 490 5 9 0 709
ACCOUNTS 124 16 117 2 5 1 265
SPECREQ 21 0 5 0 0 0 26

Top

Help Desk Incidents by Customer and Category

October 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 126 6 51 2 6 0 191
FILTERED 2 0 2 0 0 0 4
NETWORK 6 0 11 0 1 0 18
WIRELESS 22 0 278 1 3 0 304
STDSETUP 29 0 7 0 0 0 36
SPECREQ 22 0 2 0 0 0 24
HARDWARE 12 0 7 0 0 0 19
EMAIL 4 1 7 0 0 0 12
APPS 208 6 242 1 4 0 461
REMOTE 3 0 8 0 1 0 12

Top

Help Desk Incidents by Customer and Category

November 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 74 2 36 0 0 0 112
APPS 142 2 168 3 4 0 319
EMAIL 4 1 6 0 1 0 12
REMOTE 1 1 5 0 0 0 7
STDSETUP 16 0 2 0 0 0 18
WIRELESS 22 0 139 0 2 0 163
SPECREQ 14 0 1 0 0 0 15
NETWORK 6 0 2 0 0 0 8
HARDWARE 3 0 0 0 0 0 3

Top

Help Desk Incidents by Customer and Category

December 2007

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 143 6 50 0 10 0 209
APPS 131 1 123 3 2 0 260
HARDWARE 14 0 1 0 0 0 15
STDSETUP 7 0 1 0 0 0 8
WIRELESS 9 0 88 1 0 0 98
NETWORK 11 0 5 0 0 0 16
EMAIL 4 0 1 0 0 0 5
SPECREQ 8 0 2 0 0 0 10
REMOTE 0 1 0 0 0 0 1

Top

Last Updated:Dec 31, 2007 6:00 AM