ITD Help Desk Traffic Report May 2002

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1 ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University

2 Information Technology Division (ITD) Help Desk General Information Contact Information Office: 208 Hillsborough Building Phone: (919) 515-HELP [4357] WWW: Hours of Operation Monday through Friday 8:00am 5:00pm Saturday and Sunday Closed The Help Desk will also be closed during scheduled University holidays and prearranged staff training sessions. Help Desk Mission Statement The Information Center is the primary point of contact for computing services at NC State. Our role is to support, in coordination with other campus consulting groups, the faculty, staff, and students of NC State in their computing endeavors by focusing on understanding their needs and developing solutions that work for the campus community. Information Technology: General Information MISSION Provide leadership to NC State, the UNC system, and the state of North Carolina in the design and deployment of current and emerging information technologies for learning, teaching, and productivity. Advance the pursuit of excellence in instruction, research and service through leadership in the application of information technologies and supporting expertise. Work in concert with campus units to develop and communicate a vision for the broad computing environment and provide leadership for charting the direction of this vision. Develop and maintain state-of-the-art infrastructure and services that empower faculty, students, and staff with the technological tools and resources for achieving excellence. 2

3 ITD Help Desk Traffic Report : May 2002 Date range analyzed: May 1, 2002 May 31, 2002 Date ranges used for comparison: April 1, 2001 April 30, 2001 May 1, 2001 May 31, 2001 General Call Volumes I. Calls going through CONSULT 1 This number represents calls that, at any time during their lifetime, resided in the CONSULT workgroup, although the call may not have originated or ultimately been resolved there. This includes calls ITD logged and resolved, calls logged by the ITD Help Desk and transferred to other support organizations or vice-versa, calls logged in other organizations and transferred to us. Calls going through CONSULT (May 2002): 2,243 Calls going through CONSULT (April 2002): 1,946 Calls going through CONSULT (May 2001): 2,498 Comments: Our numbers are starting to match previous years. Sigh They do still care... II. Calls in CONSULT workgroup 2 This number represents calls that were ultimately resolved in the CONSULT workgroup during this time period, and does not include calls that originated within CONSULT and were transferred to another workgroup for resolution. All other statistics will be based off of calls of this nature. ITD takes a lot of calls meant for resolution by other workgroups, so the difference between these numbers and the numbers above is not unusual. Calls in CONSULT workgroup (May 2002): 1,622 Calls in CONSULT workgroup (April 2002): 1,292 Calls in CONSULT workgroup (May 2001): 1,282 Comments: Again, it is nice to see the numbers going up, and now we re starting to look busier than ever for this time of year. 1 The Remedy search string used to gather these numbers is as follows: 'Create-date' >= "5/1/02" AND 'Create-date' < "6/1/02" AND 'History' LIKE "%CONSULT%" 2 The Remedy search string used to gather these numbers is as follows: 'Create-date' >= "5/1/02" AND 'Create-date' < "6/1/02" AND 'Workgroup' = "CONSULT" 3

4 Call volume broken down monthly III. Monthly call volume comparison Calls in CONSULT workgroup by date created (2001) 3 : Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Calls in CONSULT workgroup by date created (thus far 2002): Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Comments: Our trend is still being maintained. 3 The spike of volume in January 2001was caused by the installation of a new uninterruptible power supply (UPS) system in our machine room. This installation required a 20-hour power loss to our machine room, and when power was finally restored, many of the server machines experienced hardware fa ilure over the next few weeks. 4

5 Call volume by Origin IV. Calls in CONSULT by Origin Calls in CONSULT by Origin (April 2002 vs. May 2002): % April 2002 May 2002 WWW: 48 4% Self: % % WWW: 44 3% Self: 1 Fax: % Phone: Phone: % Calls in CONSULT by Origin (May 2001 vs. May 2002): 31 2% % WWW: 84 5% May 2001 May 2002 Self: 2 Fax: % % WWW: 44 3% Self: 1 Fax: % Phone: % Phone: % Comments: These numbers show a trend in the training of our consultants in the ITD Help Desk. The 2000 and 2001 numbers showed a greater percentage of incoming problems via . As we move into 2002, phone-based calls take a heavy leap forward, indicating that more calls are being logged into Remedy by consultants. This year, people were using more of the Origin field as well, so you see a few calls being placed into more specific categories. 5

6 V. Call turnaround times in CONSULT Call turnaround times in CONSULT (May 2002): Resolved = 1 hour Resolved = 1 day Resolved = 3 days Resolved > 3 days 1105/ % 1338/ % 1410/ / Call turnaround times in CONSULT (April 2002): Resolved = 1 hour Resolved = 1 day Resolved = 3 days Resolved > 3 days 831/ % 1037/ % 1100/ % 192/ % Call turnaround times in CONSULT (May 2001): Resolved < 1 hour Resolved < 1 day Resolved < 3 days Resolved > 3 days 1512/ % 1690/ % 1752/ / Comments: Wow! The Help Desk has improved greatly since last month, although we still need to catch up to last year s numbers. 6

7 VI. Customer satisfaction survey information from CONSULT May 2001 April 2002 May 2002 Surveys sent 980 1,292 1,622 Surveys completed 4 76 (7.76%) 86 (6.66%) 98 (6.04%) Positive vs. negative 5 57 vs. 19 (75%) 67 vs. 19 (71.64%) 60 vs. 28 (61.22%) Comments added 24 (31.6%) 35 (40.7) 47 (47.96%) Avg. response (Q1 6 ) 4.57 out of 5 (91.4, A range) 4.68 out of 5 (93.6, A range) 4.56 out of 5 (91.2, A- range) Avg. response (Q2 7 ) 4.72 out of 5 (94.4, A range) 4.76 out of 5 (95.2, A range) 4.52 out of 5 (90.4, A- range) Avg. response (Q3 8 ) 4.28 out of 5 (85.6, B range) 4.52 out of 5 (90.4, A- range) 4.17 out of 5 (83.4, B range) Avg. response (Q4 9 ) 4.39 out of 5 (87.8, B+ range) 4.56 out of 5 (91.2, A- range) 4.49 out of 5 (89.8, B+ range) Avg. response (Q5 10 ) 4.40 out of 5 (88.0, B+ range) 4.58 out of 5 (91.6, A- range) 4.19 out of 5 (83.8, B range) Followup requests 2 (2.6%) 2 (2.33%) 9 (9.18%) Comments: Well, this month was skewed by a few things. The main item was a power outage that we had. The outage caught some unsuspecting clients unaware, and they complained vehemently. Unfortunately, they used the customer satisfaction survey to display their dislike at the entire process, not knowing that the survey should reflect the consultant and not the overall process. 4 The Remedy search string used to gather these numbers is as follows: 'Workgroup Name' = "CONSULT" AND 'Survey Create Date' >= "5/1/02" AND 'Survey Create Date' < "6/1/02" 5 A negative survey is one scoring 3 or lower (out of 5) on one or more of the 5 questions asked. 6 Was the person assisting you courteous and respectful? 7 Was the response to your request timely? 8 Were you kept informed of the progress towards resolving this issue? 9 Was the person assisting you knowledgeable about the subject area of the problem or request represented by this issue? 10 Was the problem or request represented by this issue resolved to your satisfaction? 7

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