HelpDesk

November 16-30, 2007

Total Inquiries Logged:	1062
Percentage of calls closed on first contact:	72

Phone System: (MM:SS=minutes:seconds)
Percentage Abandonment Rate - callers that didn't reach a HelpDesk Representative:	5.4
Average speed of answer (MM:SS):	0:20

Top Five Subject Inquiries, Issues or Requests:
Passwords, Hardware, Software Support, Network, E-mail

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

Service Satisfaction:
Courtesy:	3.95
Skills:	3.7
Resolution:	3.6
Timeliness:	3.7
Overall:	3.6

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