HelpDesk Data - Overall for DDEC/ UWG Online

  Calls Avg overall satisfaction rating
(goal avg 9.7 or higher)
Notes
FY04 284 avg 9.71  
FY05 1815 min of 8.0 min. was recorded vs avg
FY06 1658 min of 8.0 min. was recorded vs avg
FY07 2040 avg 9.84 25% response rate
FY08 3343 - data not available
FY09 4221 avg 9.78  
FY10 5579 avg 9.86  
FY11 4842 avg 9.87 switched frm Remedy to Numara
FY12 5395 avg 9.6  
FY13 5095* avg 9.7 incl. Numara data + FDC projects
*Total calls corrected to remove eCore
FY14 6876 avg. 9.68  
FY15 7990 avg. 9.9  

 

HelpCall Data FY11 (0701/2010 - 06/30/2011)

  Calls Response Time Solution Time Courtesy Knowledge Overall Support Professionalism
DDEC 2913 9.85 9.85 9.95 9.85 9.84 9.95
eCore Total 1929 9.97 9.95 9.98 9.87 9.93 9.98
DDEC/eCore Total 4842 9.86 9.85 9.96 9.86 9.87 9.95

 

HelpCall Data FY10 (07/01/2009 - 06/30/2010)

  Calls Response Time Solution Time Courtesy Tech. Knowledge Overall Support Professionalism
Janet 392 9.92 9.89 10.0 10.0 9.93 9.95
Matias 132 9.75 9.95 10.0 9.95 9.85 10.0
Kevin 6 nd nd nd nd nd nd
DDEC SA/GAs 1843 9.92 9.83 9.93 9.80 9.82 9.87
DDEC Total 2373 9.91 9.85 9.95 9.85 9.84 9.90
Julili 1781 9.59 9.53 9.88 9.89 9.87 9.74
Dawn 370 10.0 10.0 10.0 9.86 10.0 10.0
Stacey 398 10.0 10.0 10.0 10.0 10.0 10.0
Rachel 166 9.0 7.0 10.0 10.0 10.0 10.0
Craig 101 10.0 9.0 9.0 9.0 9.0 9.0
Tanacha 4 nd nd nd nd nd nd
Reynard 19 10.0 10.0 10.0 10.0 10.0 10.0
eCore SA/GAs 367 10.0 10.0 10.0 10.0 10.0 10.0
eCore Total 3206 9.67 9.56 9.91 9.91 9.90 9.81
DDEC/eCore Total 5579 9.84 9.77 9.94 9.86 9.86 9.87

 

HelpCall Data FY09 (07/01/2008 - 06/30/2009)

  Calls Avg. Minutes/ Total Minutes Response Time Solution Time Courtesy Tech. Knowledge Overall Support Professionalism
Christy 158 7/2223 9.94 9.85 10 9.94 9.91 10
Alicia 129 5/601 9.94 9.87 10 9.88 9.94 10
Janet 553 25/13818 9.92 9.86 9.98 9.96 9.90 9.98
Stacey 896 22/19830 9.29 9.23 9.67 9.70 9.59 9.61
Cheryl 317 11/3468 9.28 8.07 9.77 9.54 9.41 9.58
Craig 233 2/468 ? missing ? missing ? missing ? missing ? missing ? missing
Dawn 61 3/178 NA NA NA NA NA NA
DL Assistants 1874 12/21800 9.89 9.83 9.91 9.81 9.88 ? missing
Total 4221 62386 min. / 1040 hrs         9.78  

 

HelpCall Data FY08 (07/01/2007 - 06/30/2008)

  Calls Avg.
Minutes
Surveys Received Response Time Solution Time Courtesy Tech. Knowledge Overall Support Professionalism
Christy 201                
Alicia 209                
Janet 601                
Stacey 488                
Cheryl 759                
DL Assistants 1085                
Total 3343                

 

HelpCall Data FY07 (07/01/2006 - 01/18/2007)

  Calls Avg. Minutes Surveys Received Response Time Solution Time Courtesy Tech. Knowledge Overall Support Professionalism
Christy 165 13 34 9.88 9.92 10.0 10.0 10.0 10.0
Chris 136 9 57 9.80 9.90 10.0 9.90 9.90 9.80
Janet 622 28 48 9.94 9.94 9.99 9.94 9.95 9.96
Stacey 520 13 235 9.88 9.94 9.99 9.94 9.95 9.94
DL Assistants 597 7 180 9.96 9.88 9.96 9.89 9.89 9.89
Total 2040 14 554 9.92 9.93 9.98 9.90 9.94 9.94