HelpDesk

December 1-15, 2007

Total Inquiries Logged:	1111
Percentage of calls closed on first contact:	73

Phone System: (MM:SS=minutes:seconds)
Percentage Abandonment Rate - callers that didn't reach a HelpDesk Representative:	2.19
Average speed of answer (MM:SS):	0:11

Top Five Subject Inquiries, Issues or Requests:
Software Support, Hardware, Customer Inquiriews or Hardware Drop off/pickup, Passwords, and Network,

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

Service Satisfaction:
Courtesy:	3.8
Skills:	3.7
Resolution:	3.7
Timeliness:	3.5
Overall:	3.6

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