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DoIT Help Desk - Statistics Report

The DoIT Help Desk provides IT support for the University of Wisconsin-Madison community as well as users of select applications from throughout the University of Wisconsin system. Below are statistics for each of the methods of contact for our service.

Visits to the Help Desk's Knowledge Base
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2007-2008 371741 480718 410771 365632 742301 567596 659343 722764 571730 755952 608061 736153
2008-2009 1038536 736070 776798 949595 867700 946384 932466 874055 1026560 631491 617474 644738
2009-2010 576451 806732 760128 719087
Phone calls received by the Help Desk
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2007-2008 5938 7265 6665 5944 6607 5582 7937 6069 5417 7606 5992 5520
2008-2009 5255 6096 6654 5501 5237 5526 7117 5684 5829 5904 5398 5674
2009-2010 5135 6312 7147 5924
Visits to the Walk-in Help Desk (1210 W Dayton St and Memorial Union)
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2007-2008 589 669 708 674 613 474 805 661 674 793 659 509
2008-2009 581 821 1256 1137 911 920 1219 1140 1101 1278 917 708
2009-2010 496 817 1447 1170
Chats received by the Help Desk
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2007-2008 0 0 83 156 123 79 131 105 128 306 149 205
2008-2009 266 381 600 495 621 548 603 570 553 531 403 479
2009-2010 417 570 775 685
Emails handled by the Help Desk
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2007-2008 480 551 895 694 950 782 1096 834 804 833 573 657
2008-2009 598 524 774 694 899 907 1086 868 804 776 478 614
2009-2010 454 512 478 730


Keywords: help desk hd stats metrics visits to walk-in help desk wihd memorial 1210 dayton phone calls telephone ACD received offered emails e-mails received chats livechat live incoming Doc ID: 9845
Owner: Jack L.Group: Help Desk
Created: 2009-05-08Updated: 2009-11-24

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