Year 2009 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 2769 2097 611 811 03:28 00:24 0
February 2153 1804 362 436 03:58 00:17 512
March 1866 1630 214 199 04:33 00:08 196
April 942 782 93 88 02:54 00:06 0
May 1639 1375 139 410 03:20 00:12 0
June 1617 1450 133 172 03:45 00:08 0
July 604 548 58 71 03:42 00:08 0

Top

Help Desk Incidents by Customer Type

Month Faculty/Staff Retired Student Spouse Misc. Unknown Total
January 545 10 1298 12 35 2 1902
February 421 8 679 11 31 1 1151
March 438 13 433 9 8 0 901
April 347 10 418 7 7 0 789
May 451 11 287 14 23 0 786
June 292 16 286 7 19 0 620
July 4 0 0 0 0 0 4

Top

Help Desk Incidents by Platform

Month Windows Mac Unix HP1 Novell Total
January 1852 48 0 2 0 1902
February 1106 43 2 0 0 1151
March 877 21 2 1 0 901
April 760 28 1 0 0 789
May 769 17 0 0 0 786
June 606 14 0 0 0 620
July 4 0 0 0 0 4

Top

Help Desk Incidents by Category

Month Email Accounts Remote Apps Hardware Network Total
January 5 217 0 830 3 12 1067
February 5 179 0 476 6 19 685
March 8 99 0 483 6 12 608
April 5 94 1 427 4 12 543
May 3 249 0 402 1 8 663
June 9 89 0 350 1 5 454
July 0 0 0 4 0 0 4

Top

Help Desk On-Site Visits

(Performed by Student Staffed Team)

Month On-Site Visits Total Hours
January 101 1042
February 73 641
March 83 577
April 75 448
May 96 371
June 70 329
July 1 3

Top

Help Desk Incidents by Customer and Category

January 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 140 6 55 3 13 0 217
APPS 330 4 471 8 16 1 830
WIRELESS 26 0 735 1 5 1 768
FILTERED 2 0 18 0 0 0 20
NETWORK 8 0 4 0 0 0 12
SPECREQ 14 0 8 0 0 0 22
EMAIL 2 0 3 0 0 0 5
HARDWARE 2 0 1 0 0 0 3
STDSETUP 21 0 3 0 1 0 25

Top

Help Desk Incidents by Customer and Category

February 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
WIRELESS 19 0 404 2 1 0 426
ACCOUNTS 106 3 53 3 13 1 179
APPS 254 5 196 5 16 0 476
NETWORK 13 0 5 1 0 0 19
STDSETUP 10 0 0 0 0 0 10
HARDWARE 4 0 2 0 0 0 6
SPECREQ 12 0 3 0 1 0 16
EMAIL 3 0 2 0 0 0 5
FILTERED 0 0 14 0 0 0 14

Top

Help Desk Incidents by Customer and Category

March 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 282 12 178 3 8 0 483
ACCOUNTS 76 0 20 3 0 0 99
EMAIL 5 1 2 0 0 0 8
NETWORK 9 0 3 0 0 0 12
STDSETUP 9 0 1 0 0 0 10
WIRELESS 32 0 203 1 0 0 236
FILTERED 6 0 13 1 0 0 20
SPECREQ 14 0 12 1 0 0 27
HARDWARE 5 0 1 0 0 0 6

Top

Help Desk Incidents by Customer and Category

April 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 73 2 16 3 0 0 94
HARDWARE 3 0 1 0 0 0 4
EMAIL 4 0 1 0 0 0 5
WIRELESS 11 0 197 1 0 0 209
STDSETUP 8 0 0 0 0 0 8
SPECREQ 10 0 9 0 0 0 19
NETWORK 3 1 8 0 0 0 12
FILTERED 4 0 6 0 0 0 10
APPS 230 7 180 3 7 0 427
REMOTE 1 0 0 0 0 0 1

Top

Help Desk Incidents by Customer and Category

May 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 194 6 33 5 11 0 249
APPS 211 5 173 6 7 0 402
WIRELESS 9 0 70 0 4 0 83
FILTERED 1 0 6 0 1 0 8
SPECREQ 13 0 2 0 0 0 15
STDSETUP 14 0 0 3 0 0 17
NETWORK 6 0 2 0 0 0 8
EMAIL 2 0 1 0 0 0 3
HARDWARE 1 0 0 0 0 0 1

Top

Help Desk Incidents by Customer and Category

June 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
ACCOUNTS 56 4 24 1 4 0 89
APPS 183 12 140 5 10 0 350
FILTERED 2 0 19 0 0 0 21
WIRELESS 20 0 91 0 5 0 116
EMAIL 2 0 7 0 0 0 9
STDSETUP 22 0 1 1 0 0 24
SPECREQ 3 0 2 0 0 0 5
NETWORK 3 0 2 0 0 0 5
HARDWARE 1 0 0 0 0 0 1

Top

Help Desk Incidents by Customer and Category

July 2009

Category Faculty/Staff Retired Student Spouse Misc. Unknown Total
APPS 4 0 0 0 0 0 4

Top

Last Updated:Jul 16, 2009 6:00 AM