Friday, August 30, 2013

Review Tegrity Classes on-the-go!

The Tegrity playback and recording app was updated in early August 2013, and is free! You can review your classes, place bookmarks and record new sessions on any smartphone or tablet running iOS or Android.
Please see this Tegrity page for more details.

Updated Blackboard Apps for iOS and Android

On August 26th, we released a significantly improved Blackboard Learn mobile app which is available for both iOS and Android devices for $1.99/year. Follow the links below to install on your smart phone or tablet device.
 
Please see this techfaq article for more details.

Thursday, August 29, 2013

Tegrity Playback within Windows 8 and Internet Explorer

One thing to know about Windows 8- two versions of Internet Explorer exist.

One of these is "touch friendly" and is the metro app on the start page with the address bar at the bottom which does NOT support all add-ons, etc. This would affect Tegrity playing video portion of the recording. The lower right corner with the PowerPoint slides does seem to be visible. It is the main window (pane) that is affected.
 
The other Internet Explorer is the full version, "desktop friendly". Go to the desktop and select Internet Explorer and it should appear and function the same as IE10 does on other computers. Tegrity playback may function within this version provided the Windows Media player is up-to-date to WMP10, 11 or 12. 11 or 12 are preferred.
 
 

Monday, August 5, 2013

July 2013 HelpDesk Incident Response Feedback Survey Results

HelpDesk Results for Feedback Survey of Closed Tickets
 
HelpDesk Feedback Results for July
We had 10 responses to the HelpDesk Feedback Survey that is included with each closed ticket emailed to our customers.
Of these 10, 9 were very positive and the 10th apparently was a communication error where the email was sent to someone that had not contacted the HelpDesk. Our apologies to him or her.
 
We ask 4 questions:
Was your issue accurately documented in the initial call logging process?
Do you feel that you were treated with respect during your contact with HelpDesk staff?
Was your issue resolved on first contact?
If your issue was not resolved on first contact, do you feel you receive a timely response?
 
Of the 9 responses from customers that contacts us the results were as follows:
Correctly documented: 9 for 9
Treated with respect:9 for 9
Resolved (Closed) on First Contact : 7 for 9 the one "no" response indicated staff was very helpful.
Timely Response if not CoFC: 9 for 9
 
We also solicit additional feedback/comments along with Technician that closed the call (ticket).
A few comments from these respondents these are shorted versions:
Technician was helpful and personable.... resolve quickly with clear instructions.
Technician:Doug Waller MPLS campus
A huge thanks to Heidi (Johnson) for walking through the process and following up later.
Excellent Service, Thank you, Worked out great! Technician: Brian Behling
I would give them an A+ (Smile) I thought issue was resolved previously but had issues later... "way to go..."  Technician: Amanda Frost
"Thanks for resolving the issue." technician Camden Webster, TA
Sampson Davis also got a positive response even though the ticket was not resolved at first contact.
 
If you have ever wanted to be a statistic, please fill out the HelpDesk Feedback Survey when your HelpDesk ticket is closed. Unless you choose to identify yourself in the comments section, responses are completely anonymous. Please be kind, honest, and civil in your responses.
Thanks, iT and HelpDesk Staff

HelpDesk Results for July 2013

HelpDesk Results for July
 
Documented tickets: 240
Closed on First Contact (CoFC): 181
CoFC percentage: 75%
 
Staff that achieved respective CoFC goals: Brian Behling 80%, David Corpstein, TA 69%, Doug Waller MPLS 97%, Lincoln Scully MPLS 91%, Camden Webster 59%, Owen Kuemerle 92%, Amanda Frost 60%, Ryan Ballanger and Heidi Johnson 100%