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Computing HelpDesk

Hours:
Mon-Thu: 8:00am - 9:00pm
Friday: 8:00am - 5:00pm
Saturday: Closed
Sunday: 3:00pm - 9:00pm
(when classes are in session)

Exceptions:
Follows JMU's schedule for inclement weather. 
Exceptions for Academic Year 2011-2012

HelpDesk

August 2005

Top Five Subject Inquiries, Issues or Requests:
Windows Software, Passwords, Hardware, CampusNet, E-mail,

Total Inquiries Logged:  4092
% of calls closed on first contact:      72

Phone System: (MM:SS=minutes:seconds)
% Abandonment Rate:       33.2*
Average speed of answer (MM:SS):       1:07
Average Call Duration (MM:SS):       7:26
Hour of Highest Call Volume:  3:00pm


* Note: Experienced ACD issues causing increased abandonment rates