HelpDesk

August 1-15, 2006

Total Inquiries Logged:	1033
% of calls closed on first contact:	70

Phone System: (MM:SS=minutes:seconds)
% Abandonment Rate:	4.2
Average speed of answer (MM:SS):

Top Five Subject Inquiries, Issues or Requests:
Passwords, E-mail, Software - Win 9.x/2K, Hardware, Account Management

Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry:

Service Satisfaction:
Courtesy:	3.9
Skills:	3.8
Resolution:	3.8
Timeliness:	3.8
Overall:	3.8

Rating: 4=Excellent, 3=Good, 2=Fair, 1=Poor