HelpDesk

August 16-31, 2007

Total Inquiries Logged:	3613
% of calls closed on first contact:	70

Phone System: (MM:SS=minutes:seconds)
% Abandonment Rate:	7.67*
Average speed of answer (MM:SS):	0:27

* highest abandoned on first day of classes at 17.62%

Top Five Subject Inquiries, Issues or Requests:
Network, Passwords, Hardware, Software, Account Management

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

Service Satisfaction:
Courtesy:	3.8
Skills:	3.6
Resolution:	3.7
Timeliness:	3.7
Overall:	3.8

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