HelpDesk staff documented 393 incidents during the month of November.
222 were closed on the initial contact (CoFC) CoFC percent of total: 56.5% HelpDesk CoFC goal is 50% or better.
HelpDesk and iT staff had 35 documenters
21 achieved the 50%+ CoFC contact goal for the month for a rate of 60% There were also 3 other staff that missed it by one incident. Example received 7 closed 3 on initial contact and 4 that were not.
Thank you to Brian Behling, Chad Colt (MPLS), Jessica Perkins, Joel Lynch, Mitch Lawler, Camden Webster, Chase Davidson, Thomas Plante, Heather Ludwig, Bridget Ryan, David Corpstein, Melanie Krivachek, Chris Froelich, Clarissa Thompson-Matthews, Chris Sanstead, Kyle LaBarre, Ashley House-Mischke, Pat Luke, Brandon Lovera-Ives, Abby Kratzke, Heidi Johnson
How the HelpDesk received incidents during November 2010
11% Email Incidents: 45
1% HelpDesk VM MPLS Incidents: 2
1% HelpDesk VM Winona Incidents: 5
1% iT Staff initiated Incidents: 4
56% Phone - in-person Incidents: 220
0% Stopped in Public Incidents: 1
2% Walk in TC iT Office Incidents: 6
28% Walk-up to HelpDesk Incidents: 110
Total number of Incident documented: 393
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