How Are We doing? IT Shares its Metrics for July through September, 2014
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
- 99.98%
- 30 minute outage to Google services caused by a problem with Google’s direct link to our Internet Service Provider
Core Network Uptime
- 100% – No unplanned outages.
WCU University Website July 1, 2014 – September 30, 2014
- Page views 5,024,312 (-6%)
- Visits 1,722,519 (-4%)
- Unique visitors 501,374 (+10%)
- Visits from mobile devices 339,908 (+20%)
Blackboard Learning Management System (LMS) Data
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | 2012 | 2013 | 2014 | |
| Courses | 780 | 1,200 | 1,400 | 1,600 | 1,925 | 2,386 | 2,839 | 3,804 | 4,565 |
| % Change | +54% | +16% | +14% | +20% | +24% | +19% | +34% | +20% |
Division Metrics July-September 2014:
- IT Incident and Service Request Metrics
- Customer Satisfaction Index (Incidents & Service Requests)
| Question/Score | WCU | IT industry |
| Q1. The courtesy of the analyst? | 4.95 | 4.83 |
| Q2. The technical skills/knowledge of the analyst? | 4.91 | 4.78 |
| Q3. The timeliness of the service provided? | 4.86 | 4.71 |
| Q4. The quality of the service provided? | 4.92 | 4.76 |
| Q5. The overall service experience? | 4.90 | 4.72 |
Scale of 1 to 5 (5 = best)
- Incidents by Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | |
| Faculty | 11 | 158 | 7 | 181 | 357 |
| Staff | 40 | 198 | 51 | 377 | 666 |
| Student | 36 | 21 | 2 | 48 | 107 |
| Grand Total | 87 | 377 | 60 | 606 | 1,130 |
- Incident Reduction
| Time Period | Count (# of incidents) |
| Jul 2013 – Sep 2013 | 872 |
| Jul 2014 – Sep 2014 | 1,130 |
| Difference between periods | 258 |
| Percentage difference | 22.83% Increase |
- Incident Resolution Defects and First Call Resolution
| Total Incidents Closed July 2014 – September, 2014 | Count | Percentage |
| Incidents Closed | 1,129 | |
| Incident Defect Answer – NO / Not Resolved | 19 | 1.68% |
| Incident Defect Answer – YES / Resolved | 667 | 59.08% |
| Incident Defect Without a Response | 443 | 39.24% |
| Incident Escalated | 79 | 7.00% |
| First Call Yield (resolved < 8 hrs. @ Help Desk) | 364 | 87.08% |
- Service Request By Client Status and Contact Source
| Walkup | Electronic | Observation | Phone | Grand Total | |
| Faculty | 325 | 785 | 33 | 769 | 1,912 |
| Staff | 176 | 1,271 | 263 | 1,181 | 2,891 |
| Student | 3,001 | 204 | 43 | 1,473 | 4,721 |
| Grand Total | 3,502 | 2,260 | 339 | 3,423 | 9,524 |
- Service Request Increase
| Time Period | Count (# of Service Requests) |
| Jul 2013 – Sep 2013 | 10,630 |
| Jul 2014 – Sep 2014 | 9,524 |
| Difference between periods | -1106 |
| Percentage difference | 11.61% Decrease |
- Service Requests
| Total Incidents Closed July 2014 – September, 2014 | Count | Percentage |
| Service Requests Closed | 9,953 | |
| Service Request Defect Answer – NO / Not Resolved | 65 | 0.65% |
| Service Request Defect Answer – YES / Resolved | 3,220 | 32.35% |
| Service Request Defect Without a Response | 6,668 | 66.99% |