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. Public Schools of North Carolina . . State Board of Education . . Department Of Public Instruction .

WEEKLY PERFORMANCE INDICATORS
(SEP 16, 2014)

Home Base Support Center (HBSC) weekly performance indicators.

INCIDENT MANAGEMENT

Ticket Submission & Resolution

Weekly submitted versus resolved Home Base tickets

SUBMITTED RESOLVED % RESOLVED
59843973.40%


Outstanding Ticket Resolution

Pre-Jan. 10 submissions

RESOLUTIONS (WEEK) TOTAL TO DATE
0453

CALL CENTER


Weekly Calls & Average Wait Time

CALLS AVERAGE WAIT TIME (SECONDS)
337187 seconds

WEEKLY BACKLOG

350 tickets waiting to be picked up: 50 by HBSC Tier 1, and 300 by members of SME groups where tickets are assigned.


TOP 5 ISSUES

Top five issue categories for the week

•  Instructional Tools / Content
•  Security / Login
• General / Policy
•  Setup / Course Codes
•  Duplicate Student