HelpDesk
December 2005
Top Five Subject Inquiries, Issues or Requests:Passwords, Hardware, Accounts Management, e-mail, Symantec AntiVirus
Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry. In December, the HelpDesk received 41 survey responses with the following average ratings.
| Service Satisfaction: | |
|---|---|
| Courtesy: | 3.8 |
| Skills: | 3.6 |
| Resolution: | 3.6 |
| Timeliness: | 3.6 |
| Overall: | 3.7 |
| Total Inquiries Logged: | 1855 |
|---|---|
| % of calls closed on first contact: | 72 |
| Phone System: (MM:SS=minutes:seconds) | |
|---|---|
| % Abandonment Rate: | 10.8 |
| Average speed of answer (MM:SS): | 0:23 |
| Average Call Duration (MM:SS): | 6:52 |
| Hour of Highest Call Volume: | 2:00 pm |