Service Metrics

Customer Satisfaction Levels

This chart shows all positive satisfaction levels for July.

First Call Resolution

This graph shows the first contact resolution rate for the IT Help Desk by month, with the month of July showing a 58% closure rate.

WebEx Meeting Frequency

This chart shows the number of WebEx meetings being held by students and faculty/staff month-over-month, with peaks in October and March.

IT Services Help Ticket Trends by Month

This chart shows the number of opened and closed help tickets by the IT Services Help Desk. In August, 2459 tickets were opened, 2419 were closed, and 859 were still pending by the end of the month.