eLearning Helpdesk - Support Requests and Trends

Chart of Support Requests

Download hd-201701.csv

The number of jobs for January 2017 decreased by 8.5% when compared to January 2016 yet increased by 13.9% when compared to January 2015 and increased by 42.3% when compared to December 2016.

Course Management jobs for January 2017 decreased by 4.7% when compared with January 2016 yet increased by 15% when compared with January 2015 and increased by 43.9% when compared with December 2016.

Tools & Other jobs for January 2017 decreased by 18.7% when compared with January 2016 yet increased by 10.5% when compared with January 2015 and increased by 36.8% when compared with December 2016.

The majority of jobs were distributed through Course Management (76.21%) with Tools & Other (23.79%).

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were four Urgent jobs during the month of January 2017. A breakdown of the Urgent jobs are as follows: Course Request (1), Kaltura (1), Checkbox (1), Blackboard Usage (1).

All requests were responded to within an hour.