HelpDesk
November 2005
Top Five Subject Inquiries, Issues or Requests:Passwords, Hardware, e-mail, Account Management, Windows XP
Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry. In November, the HelpDesk received 26 survey responses with the following average ratings.
| Service Satisfaction: | |
|---|---|
| Courtesy: | 3.9 |
| Skills: | 3.4 |
| Resolution: | 3.4 |
| Timeliness: | 3.5 |
| Overall: | 3.5 |
| Total Inquiries Logged: | 2859 | % of calls closed on first contact: | 78 |
|---|
| Phone System: (MM:SS=minutes:seconds) | |
|---|---|
| % Abandonment Rate: | 11.0 |
| Average speed of answer (MM:SS): | 0:25 |
| Average Call Duration (MM:SS): | 6:35 |
| Hour of Highest Call Volume: | 2:00 pm |