Over the last few weeks I have been working to try and collect information from our call tracking system that we have in place at the Help Desk.  The software we use for call tracking is called Numara FootPrints. I have been very happy with the results.  Every week on Wednesday the system e-mails me the total number of people assisted in the last week complete with a summary description chosen by the Help Desk worker.  Last month the Help Desk assisted 800 people, this month the Help Desk assisted 808 people.  I believe these numbers are fairly accurate.  Right now we can only see the numbers of people that have contacted us, but in the next few months we will be able to see the method by which we were contacted and the amount of time it took for us to help each person.

I have always known the Help Desk has been busy, but now I have the numbers to help show how busy we have been.

This entry was posted on Thursday, September 27th, 2007 at 2:28 pm and is filed under Help Desk. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.