Each quarter the Division of Information Technology shares its performance metrics with our university colleagues and students. If you have any questions about this data, please contact Dr. Anna McFadden at Ext. 2411.
Internet Connection Uptime
- 99.996% – 1 Internet related issue
- January 16, 2013 – (45 minutes) Internet outage was caused by a fiber cut to the ISP’s network.
Core Network Uptime
- 100% No unplanned outages.
WCU University Website
- Page views 5,545,843 (-4.84%)
- Visits 1,816,044 (-4.60%)
- Unique visitors 512,276 (-4.88%)
- Visits from mobile devices 190,153 (+89.03%
Division Metrics- November 2012 – January 2013:
- IT Incident and Service Request Metrics
- Customer Satisfaction Index (Incidents & Service Requests)
|
Question/Score |
WCU |
IT industry |
| Q1. The courtesy of the analyst? |
4.94 |
4.86 |
| Q2. The technical skills/knowledge of the analyst? |
4.91 |
4.78 |
| Q3. The timeliness of the service provided? |
4.88 |
4.73 |
| Q4. The quality of the service provided? |
4.90 |
4.77 |
| Q5. The overall service experience? |
4.90 |
4.73 |
Scale of 1 to 5 (5 = best)
- Incidents by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
16 |
39 |
2 |
272 |
329 |
| Staff |
11 |
91 |
31 |
216 |
349 |
| Student |
14 |
13 |
2 |
48 |
77 |
| Grand Total |
41 |
143 |
35 |
536 |
755 |
- Incident Reduction
|
Time Period |
Count (# of incidents) |
| Nov. 2011 – Jan. 2012 |
2,503 |
| Nov. 2012 – Jan. 2013 |
755 |
| Difference between periods |
1,748 |
| Percentage difference |
69.83% Reduction |
- Incident Resolution Defects and First Call Resolution
|
Total Incidents Closed Nov. 2012 – Jan. 2013 |
Count |
Percentage |
| Incidents Closed |
736 |
|
| Incident Defect Answer – NO / Not Resolved |
6 |
0.81% |
| Incident Defect Answer – YES / Resolved |
447 |
60.73% |
| Incident Defect Without a Response |
283 |
38.46% |
| Incident Escalated |
18 |
2.44% |
| First Call Yield (resolved < 8 hrs @ Help Desk) |
221 |
89.47% |
Service Request by client status and contact source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
189 |
740 |
47 |
505 |
1,481 |
| Staff |
61 |
1,096 |
356 |
794 |
2,307 |
| Student |
1,489 |
250 |
2 |
509 |
2,250 |
| Grand Total |
1,739 |
2,086 |
405 |
1,808 |
6,038 |
- Service Request Increase
|
Time Period |
Count (# of incidents) |
| Nov. 2011 – Jan. 2012 |
4,414 |
| Nov. 2012 – Jan. 2013 |
6,038 |
| Difference between periods |
1,624 |
| Percentage difference |
26.90% Increase |