HelpDesk Ticket Results Summer 2012

June 1 - August 15, 2012

Total Tickets documented: 928

Approximately 200 more than the average summer quantity.

Tickets Closed on First Contact (CoFC): 693

CoFC percentage: 75%

iT and HelpDesk staff results:

Name/Location, Documented, CoFC, CoFC%

Anne Wagner (TA) 207, 123, 59%

Mike Montgomery (MPLS) 150, 121, 81%

Brian Behling (Winona) 109, 87, 80%

Tom Plante (TA) 99, 82, 83%

John Uhal (TA) 98, 62, 63%

Doug Waller (MPLS) 88,88, 100%

Online Ticket Submissions 74, 63, 85%

Amanda Frost (Winona) 40, 34, 85%

Camden Webster (TA) 36, 16, 45%

Heidi Johnson (Winona) 12, 9, 75%

Ryan Ballanger (Winona) 11, 7, 64%

Jeff Wieczorek (Winona) 2, 1, 50%

Ben Ludescher (Winona) 1, 0, 0

Lincoln Scully (MPLS) 1, 0 , 0

The above results are indicative of the iT staff or HelpDesk TA actually being the person documenting the ticket directly from the customer contact. This is not indicative of results for tickets assigned to staff that were resolved in a timely manner.

The Online Ticket Submissions are typically handled by the HelpDesk Manager.

Top 5 ticket types: Sync Password 437, Enable Active Directory 31, Feature Usage 29, Usage Question 24, and Equipment Pickup, Winona 22