Page 17 - OIT 2015 Progress Report

December 3824
Reque
Ticket S
sts by Constituent (Based on 25334 Total Requests)
Students Unspecified
16.00% Faculty
3387 2233
ource help.smu.edu
e-mail
Direct entry by IT
Number of Tickets
help.smu.edu
12.00% 10.00% 6.00% 3.00%
METRICS
Affiliate Alum
e-mail
17987 Direct entry by IT Faculty 21714 Affiliate
METRICS
25400 Alum
8,000 month
Table 1
2015 262
232
315 r 205
196 172 210
2014
6
5 2 9
20 16 18
2 6 4
22 28 23
17 16 50 14
51 20 47 16 42 16
09 18 15 25 33 17
36 91
21 19
01 95 28
20 18 22
17 85 77
24 35 22
d % Answere 8 91.00
0 92.00 4 93.00
8 95.00 4 93.00 6 96.00
9 95.00 1 88.00 5 93.00
% %
% % %
% % %
2015 2014 2013
200 183
6 1
18 16
23
2013
74 20
12
# Dispatche
28
d %
January8 6,000
February7 March7
4,000 April5
May5
June0
2,000 July4
August7
Septembe0 0
2M14a5y
92.J0u0n%e
July August
September
October November
December
OctobeJranuary F1eb9r7u8ary March April
2380 1597
Month 2015 Direct entry by IT
39% January
February March April
May
June
July August September
2014 2013
Call Volume by Year
137
137 150 help.smu.edu
129 28% 174
118
REQUESTS BY
CONSTITUENT
25,334
96
124 131 46 98 62 104 201
116 141 50 77 70 126 216
118
68
TOTAL
74
63 189
201 e-mail 33%
Staff 53%
Students 16%
REQUESTER AFFILIATION
65,101 TOTAL
Unspecified 12%
Faculty 10%
Affiliate
6% Alum
3%
160
SOURCE FOR HEL1P20 DESK118
October
November 120
111 164 55 36
HELP REQUESTS BY UNIVERSITY AFFILIATION
November 1775 December 1790
1975
90.00%
TICKET INCIDENTS (ALL AREAS)
1524 1258
TOTAL TICKET VOLUME
(HELP DESK)
December 55
1989 90.00%
300 250 200 150 100
50
0 January
2
015
014 2013
2
February
March
April
May June July
August
September
October
November
December
4,000 3,500 3,000 2,500 2,000 1,500 1,000
500
0
January February
March April
May June July
August September
October November
December
2015
2014 2013
17
CLASSROOM SUPPORT CALL VOLUME
HELP DESK PHONE VOLUME