Activity on RT Moodle Queue

The e-learning Team have been using RT to manage our generic e-learning email queue.

Based on this information, we should be able to answer the following questions;

1. who busy is the e-learning helpdesk?
2. assuming this is a typical year, when do we need to provide more resource for the helpdesk?
3. given this resource is a pooled team, how should our other staff development activities accomodate the needs of the helpdesk?

The story in figures is as follows;

Table 1: Number of created tickets (by month)

• Oct 2008 – 289 (average 10.0 days to complete ticket) – average weekly logins: 8810
• Nov 2008 – 120 (average 8.6 days to complete ticket) – average weekly logins: 8654
• Dec 2008 – 109 (average 4.2 days to complete ticket) – average weekly logins: 6593
• Jan 2009 – 204 (average 2.7 days to complete ticket) – average weekly logins: 8281
• Feb 2009 – 142 (average 3.6 days to complete ticket) – average weekly logins: 8663
• Mar 2009 – 92 (average 4.1 days to complete ticket) – average weekly logins: 7634
• Apr 2009 – 81 (average 3.3 days to complete ticket) – average weekly logins: 6930
• May 2009 – 63 (average 1.09 days to complete ticket) – average weekly logins:

So what do these figures tell us? Firstly, the email help desk is very busy. The peak months are October and January – which align very nicely to the start of semesters. Therefore, these periods need to be resourced accordingly by ensuring we do not run too many staff development events during the period.

Interestingly the login pattern follows a similar pattern.

How might we reduce the burden on email support, and provide high quality just in time support? The answer is in trying to unpick type of questions we are being asked. Therefore, the next piece of work will be to look at the emails submitted in October and identify the type of questions being asked. We’ll need to develop some type of classification matrix and then identify solutions to certain types of requests.