HelpDesk Stats for 2011-2012 Year
June 1, 2011 - May 31, 2012
Total tickets documented: 6727
Total Tickets CoFC*: 4116
Total CoFC %: 61.1%
HelpDesk CoFC Goal: 55%
* CoFC = Closed on First Contact
Percentage of staff achieving goal: 65%
30 out of 46 staff
HelpDesk TAs that achieved 55% goal for the year:
John Uhal 63%, Tom Thielen 67%, Mitch Lawler 66%, Pat Luke 58%, Tom Plante 78%, Jessica Rueber 65%, Libby Faffler 64%, Jamie Carreno 78%, Paul Thompson 59%, Melanie Krivachek 63%, Chris Froelich 61%, Ryan Weis 72%, Amy Streit 65%, Bridget Ryan 67%, Scott Zengri 69%, Ashley House 72%, David Corpstein 71%, Jake Holzer 60%, Brandon Lovera 60%, Gary Welch 59%, Kallie Biermeier 61%, Chase Davidson 73%
SMU iT Staff that achieved 55% goal:
Brian Behling (Winona) 68%, Chad Colt (Mpls) 98%, Mike Montgomery (Mpls) 69%, Amanda Frost (Winona) 61%, Doug Waller (Mpls) 100%, Hiedi Johnson (Winona) 71%, Don Cisewski (Winona) 57% Please note: staff are listed by total documented ticket volume, highest to lowest.
Interesting factoids about HelpDesk tickets:
Password issues of all varieties accounted for about 2600 tickets or 38.6% of total HelpDesk support tickets. The remaining top five ticket types were "Get Connected" 318 (5%), Equipment Pickup 274 (4%), and Computer PC 202 (3%)
Busiest Day of the Week
Tuesday (1431) and Monday (1421) at 21% of the total each day. least busy day Sunday at 3.7%
Busiest Hours of the Day
3:00 - 3:59 p.m. 10.2% (685)
1:00 - 1:59 p.m.10.0% (671)
2:00 - 2:59 p.m. 9.23% (621)
9:00 - 9:59 a.m. 9.22% (620)
The Most Frequent Types of HelpDesk Contact
In-person phone call: 50% (3375)
Email: 20% (1324)
Walk-Up to Winona HelpDesk: 19% (1245)
Online Submission: 5% (358)
Documented Tickets by Campus
MPLS Campus-based customers: 3001
Winona Campus-based customers: 3726
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