Computing HelpDesk
February 16-29, 2008
| Total Inquiries Logged: |
1165 |
| Percentage of calls closed on first contact: |
69 |
| Phone System: (MM:SS=minutes:seconds) |
|
| Percentage Abandonment Rate - percentage of customers that hung up before reaching a HelpDesk Representative: |
2.87 |
| Average speed of answer (MM:SS) - the length of time it takes for a HelpDesk Representative to answer when the phone rings: |
0:13 |
| Average Talk Time (MM:SS) - avg duration the customer is on the phone with a HelpDesk Representative: |
6:11 |
Top Five Subject Inquiries, Issues or Requests:
Hardware, Software Support, Customer Inquiries or Hardware drop off/pickup, Passwords, Email
Ongoing Customer Satisfation Surveys:
These surveys are randomly sent at the close of contact to the JMU Computing HelpDesk:
| Service Satisfaction: |
| Courtesy: |
4.8 |
| Skills: |
4.6 |
| Resolution: |
4.7 |
| Timeliness: |
4.6 |
| Overall: |
4.7 |
Rating: 5=Very Satisfied, 4= Satisfied, 3=Neutral, 2=Dissatisfied, 1=Very Dissatisfied
