Month January 2012 February 2012 March 2012 April 2012 May 2012 June 2012 July 2012

August 2012 September 2012 October 2012 November 2012 December 2012 January 2013 February 2013 March 2013 April 2013

Marketing Tickets 27 74 49 26 59 47 40 60 47 29 57 21 39 120 93 89

Month January 2012 February 2012 March 2012 April 2012 May 2012 June 2012 July 2012 August 2012 September 2012 October 2012 November 2012 December 2012 January 2013 February 2013 March 2013 April 2013 May 2013

Total IT Tickets 1092 598 416 465 446 625 502 1289 559 551 399 216 1497 665 968 961 405

Student Services Tickets 773 438 271 294 299 412 377 1017 400 355 287 139 1079 389 741 712 239

Average Time to Close Ticket by Agents March Jason Busbin 5 days, 4 hours, 3 minutes Casper Edwards 3 days, 10 hours, 41 minutes Amber Freeman 5 days, 13 hours, 24 minutes Janet Gubbins 5 days, 8 hours, 27 minutes Corinne Harper 2 days, 21 hours, 15 minutes Mariam Hassan 5 days, 11 hours, 18 minutes Kaijor Ndow 1 day, 12 hours, 6 minutes Shawn Nix 3 days, 11 hours, 46 minutes Jessi Robinson 3 days, 0 hours, 14 minutes Arden Shaffer 2 days, 7 hours, 26 minutes Chad Sims 3 days, 15 hours, 31 minutes Christopher Smith 3 days, 2 hours, 21 minutes

Tristan Strong

5 days, 2 hours, 1 minute

April Jason Busbin 9 days, 3 hours, 33 minutes Casper Edwards 1 day, 14 hours, 8 minutes Amber Freeman 8 days, 15 hours, 20 minutes Janet Gubbins 8 days, 5 hours, 4 minutes Corinne Harper 0 days, 11 hours, 45 minutes Mariam Hassan 7 days, 19 hours, 13 minutes David Lloyd 10 days, 20 hours, 30 minutes Matias Marabotto 15 days, 5 hours, 32 minutes Kaijor Ndow 1 day, 8 hours, 34 minutes Shawn Nix 1 day, 1 hour, 6 minutes Arden Shaffer 2 days, 0 hours, 31 minutes Chad Sims 1 day, 18 hours, 28 minutes Christopher Smith 0 days, 11 hours, 7 minutes Tristan Strong 0 days, 16 hours, 5 minutes

Total time (time tracking) by Agents Jason Busbin 18 hours, 51 minutes Casper Edwards 0 hours, 46 minutes Amber Freeman 16 hours, 20 minutes Janet Gubbins 20 hours, 28 minutes Corinne Harper 5 hours, 38 minutes Mariam Hassan 17 hours, 22 minutes Kaijor Ndow 0 hours, 22 minutes Shawn Nix 3 hours, 0 minutes Jessi Robinson 0 hours, 5 minutes Arden Shaffer 1 hour, 27 minutes Chad Sims 4 hours, 22 minutes Christopher Smith 0 hours, 48 minutes Tristan Strong 0 hours, 56 minutes

UWG|Online Marketing/Prospective/Inquiry/Campaign Fields Available Contact Info 1. List All Fields Here Summary Status Submitted Via OrgID Student ID Random Prospect # First Name Middle Name (or initial?) Last Name Campus Email Preferred Email Address Home Phone Cell Phone Type of User 2. Type of Field 3. If Dropdown, Options Available

Textbox Textbox Textbox Textbox Textbox Textbox Textbox Dropdown

Users Impacted

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Urgency of Request

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Priority

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Admin Functions

Budgets Inventory

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Training Calendar

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Adjunct Classroom Contract Labor Faculty Non UWG Other Retiree Staff Student Student Assistant 1 Individual 2 Course 3 Local/Lab/Dept/Building/Program 4 Campus Wide 5 All Users 1 Support/Maintenance 2 Work Around 3 Critical Process Stopped 4 Project Critical Medium Normal Project eTuition Purchasing Audit Loans Transfers Post Request

CourseDen

Account

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News/Announcements Dropdown

Quizzes

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Dropbox/Assignments Dropdown

Calendar

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Chat

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Discussion

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Account Not Found Add/Drop Course Not Found Deny Access Enrollment Error Grade Appeal Incomplete Name Change Password Reset Computer Config General Settings HTML Editor Post Request Access Attempt Issue Computer Config Create/Edit Assessment Create/Edit Questions Export/Import Grades HTML Editor Multi-media Proctoring Reports/Stats Restrictions (Release Criteria) Settings Technical Issues Access Attachments Attempt Issue Computer Config Create/Edit Assessment Create/Edit Questions Grades HTML Editor Management Proctoring Reports/Stats Restrictions (Release Criteria) Settings Technical Issues Entries HTML Editor Printable View Settings Computer Config Logs Set Release Criteria Settings Computer Config Grading Set Release Criteria Settings Tracking/Reports

Grading Rubrics Grades

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Groups

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Content Files

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Email

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At Risk Students Certificate Programs

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Consultations

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DLA

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Dr. D

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OJDLA

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Column Formula Column Settings Export/Import Performance Issues Computer Config Enrollment Error General Settings Grades Set Release Criteria Audio Computer Config File Manager HTML Files Pop-up Blocker Set Release Criteria Video Web Link Access Attachments Computer Config Settings At Risk Report At Risk Tracking Advanced Technologies Certificate Course Certified Trainer Accrediation Course Development Data Request Marketing Program Planning Research Articles Audio Forms Images/Graphics Questions Registration Video Website Assessment Dropbox Basic CourseDen Discussion Gradebook HTML Live Classroom Multimedia Podcasting PowerPoint Web Conversion Real Time Collaboration Respondus/Studymate Wimba Tools Website

Other Tech Support

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Proctoring

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Projects

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Student Complaints

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Banweb Campus Server Issue Carriage House Faculty/Staff Email Hosted Server Issue Local Network Issue MyUWG PeachnetNetwork Issue Room or Equipment Server Issue Student Email User Network Issue Assessment Exam Request In-House Proctoring Late Registration Late Registration On-Location Proctoring Respondus LDB Admissions Requests Ads Audio Bags Brochures Counseling Course Planning Data Research Database DLA Email Inquiries Enrollment Expense/Purchasing External Factbook Flyers LiveChat OJDLA Orientations Phone Inquiries Post Cards Recruitment UWG Training Video Walk-ins Website Wimba Tools Academic Non-Academic

Student Services

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Website

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Workshops

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External Apps Audio Editor

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Audio/Video Capture

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FTP

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Admissions eCore Admissions Graduate Admissions Undergraduate Advisement Bookstore Counseling Disability Services Fee Payment Financial Aid General Inquiry Library MCA Orientation Other Proctoring Registration Student IDs Student Support Tutoring Audio Career Guidance Forms General HTML Images/Graphics Links Mentoring PHP Video Assessments/Test Creation Dropbox Basic CourseDen Best Practices Discussion Gradebook Multimedia Real-Time Options Special Topics Wimba Tools Computer Config File Types Settings Audio Content Media Powerpoint Screen Capture Settings Video Audio/Video Client File Manager HTML HTML Link Settings

Image Editor

iTunesU

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Access Content Integration New Collection Supersite Access/Password Audio Channel Request Computer Config Instant Tools Integration Link Other Media Playback Settings Video Audio Computer Config CourseDen Integration HTML Installation LMS Intergration PDF Settings Computer Config Data Import HTML/Flash Installation LMS Integration Settings Access/Password Audio/Video File Manager HTML Link New Account Access/Password Audio Computer Config Design Invitation Settings Video Wiki Page Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration

Other Outside LMS Podcasting Server

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Powerpoint Web Conversion

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Respondus/StudyMate Dropdown

Streaming Server

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Wiki

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Prospective Student

Certificate

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Courses

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Graduate

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Specialist

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Undecided

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Undergraduate

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Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration Admissions Advisement Bookstore Counseling Financial Aid General Inquiry Library Orientation Other Registration

Activity

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1 Change/Modify 2 Consult 3 Troubleshoot 4 Train 5 Create/Develop 6 At-Risk