HelpDesk

December 16-31, 2007

Total Inquiries Logged:	219
Percentage of calls closed on first contact:	68

Phone System: (MM:SS=minutes:seconds)
Percentage Abandonment Rate - callers that didn't reach a HelpDesk Representative:	0.53
Average speed of answer (MM:SS):	0:09

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

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

Service Satisfaction:
Courtesy:	4.0
Skills:	3.8
Resolution:	4.0
Timeliness:	4.0
Overall:	4.0

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