Negative call abandon rate
ITS Strategic Initiative
Communications and Customer Support Services
- Adoption of Web 2.0 tools - DocShare - Number of Individual Accounts
- Adoption of Web 2.0 tools - DocShare - Number of Organizational Accounts
- Adoption of Web 2.0 tools - Google Apps - Number of Users
- Blackboard - Active Course Sites
- Blackboard Uptime
- Blog - Number of Blogs
- Blog - Total Active Blog Users
- Blog - Total Active Blogs
- Blog - Total Blog Entries
- Blog - Total Blog Page Hits
- Blog - Total Blog Users
- Data Warehouse - Number of active users
- DBA Tickets - DBA Average time to close tickets
- DBA Tickets Closed
- DBA Tickets Opened
- Email - Deliveries to Case Mailboxes
- Email - Number of Inbound Messages Processed
- Email - Number of Outbound Messages Processed
- Email - Spam Detected
- Email - Total Messages
- Email - Viruses Discarded
- Email Uptime
- Emergency Notification System - Number of people enrolled in emergency notification
- Emergency Notification System - Percent of affiliates enrolled in emergency notification
- Emergency Notification System - Percent of faculty enrolled in emergency notification
- Emergency Notification System - Percent of staff enrolled in emergency notification
- Emergency Notification System - Percent of students enrolled in emergency notification
- ERP - Financials Uptime
- ERP - HCM Uptime
- ERP - PeopleSoft EPM/Data Warehouse Uptime
- eStore - Corporate Sprint Accounts Purchased
- eStore - Institutional Dell Purchases - Desktops
- eStore - Institutional Dell Purchases - Notebooks
- eStore - Software Center Downloads
- Help Desk - Average Call Answer Time
- Help Desk - Calls and Emails
- Help Desk - Cases Acknowledged within SLA-required Time (total)
- Help Desk - Cases Acknowledged within SLA-Required Time - High Priority
- Help Desk - Cases Acknowledged within SLA-Required Time - Low Priority
- Help Desk - Cases Acknowledged within SLA-Required Time - Medium Priority
- Help Desk - Cases Acknowledged within SLA-Required Time - Urgent Priority
- Help Desk - Cases Resolved within SLA-Required Time (total)
- Help Desk - Cases Resolved within SLA-Required Time - High Priority
- Help Desk - Cases Resolved within SLA-Required Time - Medium Priority
- Help Desk - Cases Resolved within SLA-Required Time - Urgent Priority
- Help Desk - Negative call abandon rate
- Help Desk - PerceptIS Satisfaction
- Help Desk - Same Day Resolution Rate
- Human Capital Management - HCM - Number of logons - Faculty
- Human Capital Management - HCM - Number of logons - Staff
- Human Capital Management - HCM - Number of logons - Students
- ITS Annual Survey - Measures of Success - Importance of ITS Resources - All Users
- ITS Annual Survey - Measures of Success - Importance of ITS Resources - Faculty
- ITS Annual Survey - Measures of Success - Importance of ITS Resources - Staff
- ITS Annual Survey - Measures of Success - Importance of ITS Resources - Students
- ITS Annual Survey - Measures of Success - Satisfaction with ITS Resources - All Users
- ITS Annual Survey - Measures of Success - Satisfaction with ITS Resources - Faculty
- ITS Annual Survey - Measures of Success - Satisfaction with ITS Resources - Staff
- ITS Annual Survey - Measures of Success - Satisfaction with ITS Resources - Students
- ITS Quality of Work Life - Case Western Reserve University ITS Staff Satisfaction
- ITS Quality of Work Life - National Average IT Staff Satisfaction
- MediaVision - Courseware Enrollment
- MediaVision - Courseware Stream Views
- MediaVision - Minutes of Videoconferences
- MediaVision - Percent of classrooms at Level II/III Technology Enhanced Classrooms
- MediaVision - Second Life - Number of Academic Events using ClevelandPlus
- MediaVision - Second Life - Number of Programs using ClevelandPlus
- MediaVision - TECs in Operation
- MediaVision - Videoconferencing Endpoints
- Network - Devices Connected to the Network
- Network - Inbound Bandwidth Usage (Total Off Campus, Mbit/sec)
- Network - Number of Simultaneous Wireless Users
- Network - Outbound Bandwidth Usage (Total Off Campus, Mbit/sec)
- Network Uptime
- Portal - Number of Home Page Loads
- Portal - Number of Portlets
- Portal - Total Logins
- Portal Uptime
- Research Compute Cluster - Compute nodes availability
- Research Compute Cluster - Number of Nodes
- Research Compute Cluster - Processor Utilization
- Research Compute Cluster - Projects Currently Using the Cluster
- Research Compute Cluster - Total Users of the Cluster
- Storage - Backups Performed
- Storage - Gigabytes Backed Up
- Storage - SAN utilization (total)
- Storage - Successful Backups
- Telephone Services - Minutes of Local and Long Distance Calling
- Telephone Services - Unified Messaging Mailboxes Created
- Telephone Services - VoIP - Centrex Telephone Numbers Converted to VoIP
- Web Server - Average Unique Visitors
- Web Server - Total hits
- Web Server Uptime
- Wiki - Edits to Articles
- Wiki - Logins
- Wiki - Number of Wiki Articles
- Wiki - Users
- Wiki - Views of Articles
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