January 215 Monthly Report Computing & Telecommunications Services Monthly Report January 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified on 4/6/15 Page 1 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Table of Contents HEAT Ticket Survey Results (All Clients)... 3 HEAT Ticket Survey Results (Full Time Faculty Only)... 5 HEAT Ticket Survey Results (Students Only)... 7 Help Desk Phone Calls... 9 Atomic Learning... 1 Bomgar... 11 Laptops2Go... 12 Walk-in Support (Help Desk Office)... 13 Last Modified on 4/6/15 Page 2 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report HEAT Ticket Survey Results (All Clients) HEAT is the system used by CaTS to submit, track, and resolve help desk tickets for the university. When a ticket is closed by a CaTS Client Services representative, a survey for that ticket is sent to the client. This survey ask four basic questions, which you can see in the charts below. For the month of January, 1,712 surveys were sent. Of that number, CaTS received 353 completed surveys (2.6% of the surveys offered). Results are shown below. How would you rate the quality of the service you were given? 35 3 295 25 2 15 1 5 5 5 1 (Poor) 2( Below Average) 3 (Average) 4 (Above Average) 48 How quickly was your question or problem answered? 3 272 25 2 15 1 5 1 4 1 (Too Long) 2 (Below Average) 3 (Average) 4 (Very Quickly) 67 Last Modified on 4/6/15 Page 3 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Did the analyst or technician explain the situation in clear terms? 3 282 25 2 15 1 5 9 3 1 (Not Clearly) 2 (Below Average) 3 (Average) 4 (Very Clearly) 59 Was your incident or problem resolved? No, 33 Yes, 32 Last Modified on 4/6/15 Page 4 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report HEAT Ticket Survey Results (Full Time Faculty Only) As mentioned previously, CaTS uses the HEAT ticketing system to submit, track, and resolve help desk tickets for the university. When a ticket is closed for a full time faculty member, a survey is automatically sent to that faculty member. These surveys ask the same four basic questions shown previously. For the month of January, CaTS received 7 completed surveys from full time faculty members. How would you rate the quality of the service you were given? 7 6 58 5 4 3 2 1 3 2 1 (Poor) 2( Below Average) 3 (Average) 4 (Above Average) 7 2 18 16 14 12 1 8 6 4 2 How quickly was your question or problem answered? 6 3 1 (Too Long) 2 (Below Average) 3 (Average) 4 (Very Quickly) 12 19 Last Modified on 4/6/15 Page 5 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Did the analyst or technician explain the situation in clear terms? 6 5 51 4 3 2 1 15 4 1 (Not Clearly) 2 (Below Average) 3 (Average) 4 (Very Clearly) Was your incident or problem resolved? No, 1 Yes, 6 Last Modified on 4/6/15 Page 6 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report HEAT Ticket Survey Results (Students Only) CaTS also sends surveys to students when their tickets are closed. For the month of January, CaTS received 51 completed surveys from WSU students. How would you rate the quality of the service you were given? 4 35 3 25 2 15 1 5 35 14 1 1 1 (Poor) 2( Below Average) 3 (Average) 4 (Above Average) How quickly was your question or problem answered? 4 35 3 25 2 15 1 5 36 14 1 1 (Too Long) 2 (Below Average) 3 (Average) 4 (Very Quickly) Last Modified on 4/6/15 Page 7 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Did the analyst or technician explain the situation in clear terms? 4 35 3 25 2 15 1 5 36 12 2 1 1 (Not Clearly) 2 (Below Average) 3 (Average) 4 (Very Clearly) Was your incident or problem resolved? No, 6 Yes, 45 Last Modified on 4/6/15 Page 8 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Help Desk Phone Calls The CaTS Help Desk fields calls from university faculty, staff, and students on a daily basis. For the month of January, CaTS took 6,936 phone calls. The below chart represents the number of calls taken by the Help Desk for the last year to date (February 213 to January 214). Phone Calls Taken By Help Desk Last Year to Date 9 8 7945 7 6 5 5732 5827 6349 5768 5499 5976 5989 518 438 451 6936 4 3 2 1 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Last Modified on 4/6/15 Page 9 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Atomic Learning Atomic Learning offers video tutorials on current and popular software titles, including Microsoft Office and products from Adobe. All university faculty, staff, and students have access to the full library of videos included in Atomic Learning. In January, Atomic Learning users watched 857 training videos. The below chart represents the number of training videos viewed for the last year to date (February 214 to January 215). 35 Atomic Learning Usage Last Year to Date 3 36 25 2 251 15 1 5 684 656 383 679 77 198 962 548 32 857 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Last Modified on 4/6/15 Page 1 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Bomgar Bomgar is a system used by the CaTS Help Desk to remotely connect to a user s computer in order to provide advanced technical support. During the month of January, CaTS initiated 458 Bomgar sessions. The below chart represents Bomgar usage for the last year to date (February 214 to January 215). Bomgar Usage Last Year to Date 16 14 1423 1327 12 1 8 6 4 538 55 484 541 489 491 493 399 376 458 2 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Last Modified on 4/6/15 Page 11 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Laptops2Go Laptops2Go is a program offered by the CaTS Help Desk that allows registered students to checkout a laptop for free for up to four hours. During the month of January, 71 laptops were checked out from our Laptops2Go desk, located on the second floor of the Dunbar Library. The below chart represents the number of laptops checked out for the last year to date (February 214 to January 215). Laptops2Go Usage Last Year to Date 16 14 1324 1374 148 12 1167 1112 1 8 6 658 71 4 2 22 18 235 219 167 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Last Modified on 4/6/15 Page 12 of 13 25 Library Annex (937) 775-4827
January 215 Monthly Report Walk-in Support (Help Desk Office) The CaTS Help Desk assists clients 7 days a week at our support desk located in 25 Library Annex. Students who work the front desk keep a tally of the number of clients who visit our office for support. The below chart represents the number of walk-ins at the Help Desk office for the last year to date (February 214 to January 215). Number of Walk-ins to Help Desk Last Year to Date 12 1125 135 1 8 856 654 72 745 774 917 681 6 4 459 471 441 2 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Last Modified on 4/6/15 Page 13 of 13 25 Library Annex (937) 775-4827