Year 2008 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 3953 3408 501 942 02:57 00:22 2070
February 1781 1556 214 243 03:05 00:12 633
March 1185 1048 126 141 03:11 00:12 294
April 1608 1417 163 399 02:50 00:13 264
May 1681 1414 153 192 03:15 00:15 422
June 1529 1398 77 109 03:36 00:08 263
July 1433 1347 67 105 03:09 00:10 197
August 3688 3082 580 943 03:28 00:15 2517
September 3305 2552 548 1010 03:29 00:12 1353
October 2137 1829 277 232 03:50 00:09 434
November 536 442 82 39 03:36 00:07 0
December 798 701 91 124 04:22 00:09 0

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Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
January 506 12 1372 4 14 4 1912
February 344 3 647 3 11 3 1011
March 299 6 369 6 13 1 694
April 343 11 358 3 4 0 719
May 427 18 382 9 17 1 854
June 361 8 378 7 7 1 762
July 401 12 259 7 9 1 689
August 569 9 2031 12 9 3 2633
September 411 6 1281 13 6 4 1721
October 387 4 577 8 3 0 979
November 344 3 322 2 8 0 679
December 584 7 414 6 45 1 1057

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Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
January 1884 21 1 6 0 1912
February 996 11 1 3 0 1011
March 678 13 0 3 0 694
April 701 14 1 3 0 719
May 846 6 0 2 0 854
June 755 6 0 1 0 762
July 682 6 0 1 0 689
August 2606 25 0 2 0 2633
September 1688 32 1 0 0 1721
October 964 14 0 1 0 979
November 669 10 0 0 0 679
December 1018 16 0 23 0 1057

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Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
January 11 310 15 815 10 14 1175
February 25 159 1 430 10 17 642
March 12 105 2 319 8 14 460
April 31 103 0 335 6 16 491
May 11 259 1 393 6 12 682
June 12 175 0 328 3 13 531
July 10 193 0 330 4 14 551
August 16 395 0 849 3 8 1271
September 13 222 0 580 5 19 839
October 10 127 0 417 5 15 574
November 7 77 0 359 6 17 466
December 1 262 0 573 8 17 861

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Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
January 86 950
February 76 468
March 58 794
April 66 393
May 74 349
June 81 369
July 87 437
August 92 1570
September 126 1024
October 103 629
November 79 376
December 65 217

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Help Desk Incidents by Customer and Category

January 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 193 6 100 2 5 4 310
FILTERED 1 0 3 0 0 0 4
SPECREQ 12 0 4 0 0 0 16
EMAIL 5 1 5 0 0 0 11
REMOTE 3 1 11 0 0 0 15
WIRELESS 22 0 673 1 4 0 700
STDSETUP 15 0 2 0 0 0 17
NETWORK 8 1 5 0 0 0 14
APPS 240 3 566 1 5 0 815
HARDWARE 7 0 3 0 0 0 10

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Help Desk Incidents by Customer and Category

February 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 89 2 63 0 5 0 159
STDSETUP 9 0 3 0 0 1 13
FILTERED 1 0 6 0 0 0 7
EMAIL 15 0 10 0 0 0 25
WIRELESS 19 0 310 0 2 0 331
REMOTE 0 0 1 0 0 0 1
NETWORK 12 0 5 0 0 0 17
HARDWARE 6 0 2 0 1 1 10
APPS 178 1 244 3 3 1 430
SPECREQ 15 0 3 0 0 0 18

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Help Desk Incidents by Customer and Category

March 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 157 3 149 5 5 0 319
HARDWARE 6 0 2 0 0 0 8
FILTERED 0 0 3 0 1 0 4
STDSETUP 16 0 3 0 0 0 19
SPECREQ 9 0 2 0 0 0 11
NETWORK 8 0 5 0 1 0 14
EMAIL 8 0 4 0 0 0 12
ACCOUNTS 72 3 30 0 0 0 105
WIRELESS 23 0 169 1 6 1 200
REMOTE 0 0 2 0 0 0 2

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Help Desk Incidents by Customer and Category

April 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 68 3 31 1 0 0 103
APPS 184 5 145 0 1 0 335
FILTERED 1 0 0 0 0 0 1
SPECREQ 13 0 8 0 0 0 21
WIRELESS 24 0 160 1 3 0 188
HARDWARE 5 0 1 0 0 0 6
EMAIL 20 3 7 1 0 0 31
NETWORK 13 0 3 0 0 0 16
STDSETUP 15 0 3 0 0 0 18

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Help Desk Incidents by Customer and Category

May 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
REMOTE 1 0 0 0 0 0 1
HARDWARE 2 0 4 0 0 0 6
WIRELESS 20 0 107 2 3 0 132
STDSETUP 8 0 2 0 0 0 10
SPECREQ 20 1 4 0 0 0 25
FILTERED 1 0 4 0 0 0 5
EMAIL 8 0 3 0 0 0 11
APPS 179 8 194 5 6 1 393
ACCOUNTS 179 9 61 2 8 0 259
NETWORK 9 0 3 0 0 0 12

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Help Desk Incidents by Customer and Category

June 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 114 8 48 2 2 1 175
APPS 162 0 161 3 2 0 328
SPECREQ 17 0 5 0 1 0 23
WIRELESS 28 0 139 0 2 0 169
EMAIL 5 0 6 1 0 0 12
FILTERED 2 0 12 0 0 0 14
HARDWARE 2 0 1 0 0 0 3
NETWORK 10 0 3 0 0 0 13
STDSETUP 21 0 3 1 0 0 25

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Help Desk Incidents by Customer and Category

July 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 139 7 44 1 1 1 193
APPS 197 5 121 0 7 0 330
HARDWARE 2 0 2 0 0 0 4
NETWORK 7 0 6 1 0 0 14
SPECREQ 10 0 4 0 0 0 14
STDSETUP 24 0 3 2 1 0 30
WIRELESS 15 0 67 3 0 0 85
FILTERED 1 0 8 0 0 0 9
EMAIL 6 0 4 0 0 0 10

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Help Desk Incidents by Customer and Category

August 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 265 6 112 4 6 2 395
APPS 220 3 617 6 2 1 849
EMAIL 8 0 7 1 0 0 16
WIRELESS 33 0 1280 1 1 0 1315
SPECREQ 18 0 6 0 0 0 24
STDSETUP 16 0 3 0 0 0 19
FILTERED 1 0 3 0 0 0 4
NETWORK 5 0 3 0 0 0 8
HARDWARE 3 0 0 0 0 0 3

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Help Desk Incidents by Customer and Category

September 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 177 2 391 6 2 2 580
WIRELESS 33 0 768 3 1 2 807
ACCOUNTS 136 4 76 3 3 0 222
EMAIL 7 0 6 0 0 0 13
NETWORK 9 0 10 0 0 0 19
SPECREQ 21 0 10 0 0 0 31
STDSETUP 25 0 4 0 0 0 29
FILTERED 1 0 14 0 0 0 15
HARDWARE 2 0 2 1 0 0 5

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Help Desk Incidents by Customer and Category

October 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 95 2 26 2 2 0 127
APPS 213 2 196 6 0 0 417
SPECREQ 26 0 11 0 0 0 37
WIRELESS 16 0 317 0 1 0 334
FILTERED 3 0 15 0 0 0 18
STDSETUP 16 0 0 0 0 0 16
EMAIL 8 0 2 0 0 0 10
HARDWARE 3 0 2 0 0 0 5
NETWORK 7 0 8 0 0 0 15

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Help Desk Incidents by Customer and Category

November 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 219 1 130 2 7 0 359
EMAIL 5 0 2 0 0 0 7
WIRELESS 15 0 149 0 0 0 164
ACCOUNTS 58 2 16 0 1 0 77
FILTERED 1 0 11 0 0 0 12
SPECREQ 15 0 5 0 0 0 20
NETWORK 9 0 8 0 0 0 17
HARDWARE 5 0 1 0 0 0 6
STDSETUP 17 0 0 0 0 0 17

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Help Desk Incidents by Customer and Category

December 2008

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 198 4 44 3 13 0 262
APPS 323 3 213 2 31 1 573
SPECREQ 18 0 12 1 0 0 31
STDSETUP 8 0 14 0 0 0 22
WIRELESS 16 0 114 0 1 0 131
FILTERED 3 0 9 0 0 0 12
HARDWARE 7 0 1 0 0 0 8
NETWORK 10 0 7 0 0 0 17
EMAIL 1 0 0 0 0 0 1

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Last Updated:Dec 31, 2008 6:01 AM