Information Center Monthly Report for October-signed

Information Center Monthly Report for October FY17

Compiled by: Michael Chen ([email protected]) and Kristine Clarke ([email protected])

Table of Contents

Introduction

Executive Summary – 2

Inquiry and Registration Activity

CCE IC Activity Report FY17 – 3

Learner Representative (LR) Activity Report FY17 – 4

Information Center (IC) Registration Activity – 5

Annual TUCL Registration Activity – 6

Telephone Activity – 7

Email Activity – 8

Chat Activity – 9

Enrollment Management Activity

Enrollment Management Activity Report FY17 – 10

UMN Online

UMN Online Inquiry Report – 11

Centergy Reports

44000 Agent Numbers for Last Month – 12

44000 Call Type Report Monthly – 13, 14

44000 Daily Abandon Talk Time Last Month -15, 16

44000 IC Monthly Telephone Volume Graph -17

44000 Monthly by Day – 18, 19

44000 Monthly Time Allocation Breakdown – 20

CCE Abandon – 21

Conclusion

Author’s Notes – 22, 23

Appendix – 24, 25, 26

Executive Summary

Michael Chen

October has largely been a month of continuity of current trends. Emails received dropped from 269 in September to 244 in October, a decrease of 9.2%. This drop is consistent with drops between September and October in past years. Chats have declined as expected since the switch to Live Agent. The notes this month explain the change in more detail. The drop was significant as the IC had 371 chats in September and only 244 chats in October. We expect to see another drop in chats in November as that is the first full month of Live Agent and then the numbers should stay consistent until proactive chat is re-implemented. Phone calls dropped slightly from 1589 in September to 1501 in October. This trend is also consistent with the last two years.

For enrollment management, total emails from ccechas, cceally, and ccemike totaled 89. This is an increase of 37% from September and the most since the fiscal year 2017. Out of these inboxes we say cceally get 73 emails. Calls for enrollment management lines were generally consistent with past numbers.

UMN Online continued to see higher than average year-to-year numbers. UMN Online chat is still currently using Snap Engage and the number of chats didn’t see a decline that general chat saw. Calls and emails stayed consistent with September and August.

Web traffic (Appendix 1) has consistently increased since July, from 32,617 web visitors to 45,079 web visitors in September, and then tapering off in October. The increasing traffic to the website could potentially be a sign that students are finding more helpful resources online and are calling less. The fact that traffic hasn’t decreased is a good sign and indicative that the College of Continuing Education’s offerings are still attracting people to look up additional information online. A second piece of information from the web traffic data set is how the frequency of visits fluctuates throughout the week. We can see that generally Tuesdays and Wednesdays have the highest web traffic and Mondays and Friday have the lowest. This contrasts with phone calls as Mondays are usually the day of the week with the highest volume.

Non-degree enrollments in the College of Continuing Education (Appendix 2) have also been dropping according to internal data. In 2012, there were 3,494 unique students taking an average of 2.45 classes. In FY 2016, the college only had 2,752 unique students taking an average of 2.20 classes. This decrease in non-degree enrollments is potentially one reason for the decrease of inquiries into the IC via phone, email, and chats.

2

July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals

IC Staff Registrations N/A* N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Other CCE Staff Registrations N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

CCE Web Registrations N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Totals N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals

CCE Info Emails Received 186 246 269 244 0 0 0 0 0 0 0 0 0

Jul Aug Sep Oct* Nov Dec Jan Feb Mar Apr May Jun Totals

CCE Info Chat 336 423 371 244 0 0 0 0 0 0 0 0 0

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals

Incoming Calls 1242 1781 1589 1501 0 0 0 0 0 0 0 0 6113

Abandons 24 53 41 30 0 0 0 0 0 0 0 0 148

Calls Answered 1023 1562 1340 1229 0 0 0 0 0 0 0 0 5154

Calls Dropped 195 166 208 242 0 0 0 0 0 0 0 0 811

Abandon Percentage 1.9% 3.0% 2.6% 2.0% 0 0 0 0 0 0 0 0 2.5%

Monthly Totals 1764 2450 2229 1989 0 0 0 0 0 0 0 0 8432

N/A* - Registration data is currently not available due to reporting issues with Destiny system

Oct* - IC moved to a new chat system which current does not have a proactive chat feature

CCE Info Center Activity Report FY 2017

Calls Answered 4-4000

Emails

Chat

0

500

1000

1500

2000

2500

3000

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

FY IC Registration Activity

2013 2014 2015 2016 2017

0

100

200

300

400

500

Jul Sep Oct Nov Dec Jan Feb Mar Apr May Jun

FY Email Activity

2013 2014 2015 2016 2017

1000

1400

1800

2200

2600

3000


FY Telephone Activity

2013 2014 2015 2016 2017

0

200

400

600

800


FY IC Chat

2015 2016 2017

3

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals IC % Total %

N/A* N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

















179 188 195 186 0 0 0 0 0 0 0 0

142 258 220 148 0 0 0 0 0 0 0 0 768 15% 15%

0 1 0 11 0 0 0 0 0 0 0 0 12 0% 0%

187 272 206 223 0 0 0 0 0 0 0 0 888 17% 17%

191 256 144 157 0 0 0 0 0 0 0 0 748 14% 14%

191 278 289 195 0 0 0 0 0 0 0 0 953 18% 18%

186 233 265 232 0 0 0 0 0 0 0 0 916 17% 17%

150 311 248 286 0 0 0 0 0 0 0 0 995 19% 19%

1047 1609 1372 1252 0 0 0 0 0 0 0 0 5280 100% 100%


0 0 0 0 0 0 0 0 0 0 0 0 0 0.00%

1047 1609 1372 1252 0 0 0 0 0 0 0 0 5280 100%

Jul Aug Sep Oct* Nov Dec Jan Feb Mar Apr May Jun Totals IC % Total %

43 45 50 60 0 0 0 0 0 0 0 0 N/A N/A N/A

26 33 41 23 0 0 0 0 0 0 0 0 123 9% 9%

0 0 0 0 0 0 0 0 0 0 0 0 0 0% 0%

62 93 65 55 0 0 0 0 0 0 0 0 275 20% 20%

63 69 43 37 0 0 0 0 0 0 0 0 212 15% 15%

27 59 56 31 0 0 0 0 0 0 0 0 173 13% 13%

86 101 96 49 0 0 0 0 0 0 0 0 332 24% 24%

67 63 70 49 0 0 0 0 0 0 0 0 249 18% 18%

5 5 0 0 0 0 0 0 0 0 0 0 10 1% 1%

336 423 371 244 0 0 0 0 0 0 0 0 1374 100% 100%

ACT * - Average call time in seconds

ART * - Average reponse time in seconds

N/A* - Registration data is currently not available due to reporting issues with Destiny system

Oct* - Halfway through the month the IC transitioned to Live Agent and didn't have proactive chat

kclarke

sogrendehn

Other

IC Totals

ART (S)*

crussell

adaly

mchen

aschulz

mguest

IC Staff

adaly

mchen

agallagher

kclarke

sogrendehn

msguest

IC Totals

Others

CCE

Totals

Chat

crussell

IC Totals

Other

emwangi

rbenson

others

ccereg

Other Totals

TUCL Totals

TelephonesIC Staff

ACT (S)*

sogrendehn

CCE Individual Activity Report FY 2017Registrations

IC Staff

emwangi

crussell

rbenson

adaly

mchen

agallagher

msguest

kclarke

4

July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun2013 634 1003 1780 2125 1697 1460 2317 1838 1335 1803 895 810

2014 975 996 2094 1821 1338 1405 2250 2551 1603 1287 859 638

2015 655 849 1791 2110 1322 1487 2031 2425 1661 1293 983 879

2016 767 514 767 627 254 0 0 0 0 0 0 0

2017 0 0 0 0

0

500

1000

1500

2000

2500

3000

Regi

stra

tions


2013 2014 2015 2016 2017

5


2014 975 996 2094 1821 1338 1405 2250 2551 1603 1287 859 638

2015 655 849 1791 2110 1322 1487 2031 2425 1661 1293 983 879

2016 767 514 767 627 254 0 0 0 0 0 0 0

2017 0 0

0

500

1000

1500

2000

2500

3000

Regi

stra

tions


2013 2014 2015 2016 2017

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun2013 1404 2673 4791 4863 3790 3992 4943 4173 3285 4007 2386 2489

2014 2933 2955 5790 5413 3558 3695 5588 5380 4971 3846 2334 1869

2015 1261 1627 3499 3278 1944 2177 2820 3221 3214 2620 1720 1371

2016 1248 1483 2147 1777 753 0 0 0 0 0 0 0

2017 0 0 0 0

0

1000

2000

3000

4000

5000

6000

7000

Regi

stra

tions

Annual TUCL Registration Activity

2013 2014 2015 2016 2017

6


2014 975 996 2094 1821 1338 1405 2250 2551 1603 1287 859 638

2015 655 849 1791 2110 1322 1487 2031 2425 1661 1293 983 879

2016 767 514 767 627 254 0 0 0 0 0 0 0

2017 0 0

0

500

1000

1500

2000

2500

3000

Regi

stra

tions


2013 2014 2015 2016 2017


2014 2933 2955 5790 5413 3558 3695 5588 5380 4971 3846 2334 1869

2015 1261 1627 3499 3278 1944 2177 2820 3221 3214 2620 1720 1371

2016 1248 1483 2147 1777 753 0 0 0 0 0 0 0

2017 0 0

0

1000

2000

3000

4000

5000

6000

7000

Regi

stra

tions


2013 2014 2015 2016 2017


2014 1864 1930 1779 1785 1537 1437 1988 1462 1444 1927 1685 1404

2015 1411 1616 1694 1413 1324 1305 1674 1206 1485 1337 1395 1166

2016 1566 1734 1884 1732 1699 1432 1838 1371 1429 1580 1472 1165

2017 1242 1781 1589 1501

500

1000

1500

2000

2500

3000

Calls


2013 2014 2015 2016 2017

7


2014 308 266 253 266 265 229 294 228 285 356 283 200

2015 203 255 283 241 211 252 287 252 273 280 212 245

2016 258 257 303 251 258 226 270 271 257 341 284 198

2017 186 246 269 244

100

150

200

250

300

350

400

450

500

Emai

ls

FY Email Activity

2013 2014 2015 2016 2017

8


2014 975 996 2094 1821 1338 1405 2250 2551 1603 1287 859 638

2015 655 849 1791 2110 1322 1487 2031 2425 1661 1293 983 879

2016 767 514 767 627 254 0 0 0 0 0 0 0

2017 0 0

0

500

1000

1500

2000

2500

3000

Regi

stra

tions


2013 2014 2015 2016 2017


2014 2933 2955 5790 5413 3558 3695 5588 5380 4971 3846 2334 1869

2015 1261 1627 3499 3278 1944 2177 2820 3221 3214 2620 1720 1371

2016 1248 1483 2147 1777 753 0 0 0 0 0 0 0

2017 0 0

0

1000

2000

3000

4000

5000

6000

7000

Regi

stra

tions


2013 2014 2015 2016 2017


2014 1864 1930 1779 1785 1537 1437 1988 1462 1444 1927 1685 1404

2015 1411 1616 1694 1413 1324 1305 1674 1206 1485 1337 1395 1166

2016 1566 1734 1884 1732 1699 1432 1838 1371 1429 1580 1472 1165

2017 1242 1781

500

1000

1500

2000

2500

3000

Calls


2013 2014 2015 2016 2017


2014 308 266 253 266 265 229 294 228 285 356 283 200

2015 203 255 283 241 211 252 287 252 273 280 212 245

2016 258 257 303 251 258 226 270 271 257 341 284 198

2017 186 246

100

150

200

250

300

350

400

450

500

Emai

ls

FY Email Activity

2013 2014 2015 2016 2017


2016 563 574 555 492 385 302 269 392 362 511 346 329

2017 336 423 371 244

0

100

200

300

400

500

600

700

800

900

1000

Chat

s

FY Chat Activity

2015 2016 2017

9

July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total YTD

ccechas (DCP-UG) 20 16 9 13 0 0 0 0 0 0 0 0 58

cceally (CPE) 33 47 51 73 0 0 0 0 0 0 0 0 204

ccemike (DCP-Grad) 4 1 5 3 0 0 0 0 0 0 0 0 13

Total 57 64 65 89 0 0 0 0 0 0 0 0 275

July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total YTD

ccechas (DCP-UG) 2 8* 6 6 0 0 0 0 0 0 0 0 22

cceally (CPE) 26 28 63* 45 0 0 0 0 0 0 0 0 162

ccemike (DCP-Grad) 2 4 4 5 0 0 0 0 0 0 0 0 15

Total 30 40 73 56 0 0 0 0 0 0 0 0 199

63* - Alaina confirmed the number of calls observationally

Emails

Calls

8* - Charles noted that most of these calls were from the same student and were hangups.

Enrollment Management

10

July 16 Aug 16 Sept 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 June 17 FY17 Total InquiriesChat 65 71 88 79 303Call * 43 33 40 116Email 26 41 42 34 143Total FY17 91 155 163 153 562Total FY16 94 96 91 76 85 72 85 80 82 59 45 87 952

*Due to reporting issues, the total number of calls for July 16 can't be validated

UMN Online Call Center Activity by Mode FY17

0

20

40

60

80

100

120

140

160

180

July 16 Aug 16 Sept 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 June 17

Tota

l Inq

uirie

s

Chat Call Email FY17 Total FY16

11

ACD

Calls

Avg ACD

Talk

Time

MM:SS

Avg

After

Call

Wrap

Avg

Call

And

Wrap

Out

Going

Calls

Avg

Out

Talk

Time

Avg

In

Talk

Time Percent

Occup

Percent

Util

Signed

on

HH:MMAgent

44000 Agent Numbers for Last Month

Call Center: All ACD

Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM

In

Coming

Calls

Team CCE 44000

Alaina Schulz 46:21 17 18 0 157 7 1:47 0:003:022:52 0:10

Michael Chen 97:04 13 13 0 223 1 13:21 0:003:253:18 0:07

Anne Daly 04:05 22 22 0 11 0 0:00 0:004:594:50 0:10

Michael Guest 76:57 23 23 0 286 26 1:29 0:003:403:30 0:10

Sophia Ogren-Dehn 65:52 19 19 0 232 2 1:09 0:003:153:05 0:10

CCE 5 00:00 0 0 0 0 0 0:00 0:000:000:00 0:00

Kristine Clarke 54:11 17 17 0 195 0 0:00 0:002:542:45 0:09

Charles Russell 40:45 17 17 0 148 4 0:57 0:002:472:38 0:10

Subtotal: 1252 0 18 18 385:15 40 1:46 0:003:153:06 0:09

0 385:15 Total: 18 181252 40 1:46 0:003:153:06 0:09

Submitted: Administrator on 11/1/2016 2:02AM Printed: 11/1/2016 2:02AM Page 1/1Team Information Agent Report (ASATAN_SummaryInfo)

12



44000 Call Type Report Monthly

Total

Calls

Answd

Total

Calls

Deflected

Total

Calls

Aband

Avg Speed

Answd

MM:SS

Service

Level

Percent

Avg Time

In Queue

MM:SS

Avg Talk

Time

MM:SS

Total

Calls

Offered

40125 CT Pilot fwd to 44000 CCE CRS:N

Subtotal For: 040125 0 0 013 0:00 0:000:00

42794 CT Pilot fwd to CCE 44000 CRS: DOY U

Subtotal For: 042794 0 0 00 0:00 0:000:00

42968 CT pilot fwd to CCE 44000 CRS: DOY U

Subtotal For: 042968 0 0 00 0:00 0:000:00


Subtotal For: 043284 2 0 02 0:04 1:040:00

44000 NTC_CCE_Student_Info CRS:_DOY_u

Subtotal For: 9244000 1229 30 01501 0:09 3:080:03

44095 CT PLT frwd to 45912 CRS:N

Subtotal For: 044095 0 0 045 0:00 0:000:00


Subtotal For: 044365 4 2 06 0:05 1:160:00


Subtotal For: 045524 6 4 010 0:05 1:091:25

46468-DCP Grad fwd to 43989 CRS:N

Subtotal For: 046468 0 0 05 0:00 0:000:00


Subtotal For: 046706 1 0 01 0:03 0:050:00

46707 CT PLT fwrd to 67051 CRS:N

Subtotal For: 046707 0 0 01 0:00 0:000:00

Submitted: Administrator on 11/1/2016 2:02:34AM Printed: 11/1/2016 2:02AM Call Type Specific Summary Report (CTCT_SpecificInfo) Page 1/2

13



44000 Call Type Report Monthly

Total

Calls

Answd

Total

Calls

Deflected

Total

Calls

Aband

Avg Speed

Answd

MM:SS

Service

Level

Percent

Avg Time

In Queue

MM:SS

Avg Talk

Time

MM:SS

Total

Calls

Offered


Subtotal For: 046744 0 0 00 0:00 0:000:00


Subtotal For: 046745 0 0 00 0:00 0:000:00


Subtotal For: 047213 2 0 02 0:19 0:320:13


Subtotal For: 047492 0 0 00 0:00 0:000:00


Subtotal For: 047906 3 0 03 0:05 1:310:00


Subtotal For: 047907 0 0 00 0:00 0:000:00


Subtotal For: 047952 2 0 02 0:02 2:280:00


Subtotal For: 048290 0 0 01 0:00 0:000:00


Subtotal For: 048508 3 0 04 0:15 1:200:08

52250 CTP fwd to 52303 CRS:N

Subtotal For: 052250 0 0 06 0:00 0:000:00

Total: 901252 36 0 1602 0:09 3:060:04

Submitted: Administrator on 11/1/2016 2:02:34AM Printed: 11/1/2016 2:02AM Call Type Specific Summary Report (CTCT_SpecificInfo) Page 2/2

14



44000 Daily Abandon Talk Time Last Month

Total

Calls

Answd

Total

Calls

Aband

Avg

Speed

Answd

Adjusted

Service

Level %

Avg

Talk

Time

Total

Calls

Offered

Aband

%Date

All Times in HH:MM:SS

Call Type(s) Selected: 44000

10/1/2016 0.00 7 0 0.00 0 00:00:00 00:00:00

10/2/2016 0.00 0 0 0.00 0 00:00:00 00:00:00

10/3/2016 4.55 88 81 90.59 4 00:00:09 00:03:03

10/4/2016 3.53 85 69 88.89 3 00:00:11 00:03:19

10/5/2016 0.00 57 57 98.25 0 00:00:07 00:02:51

10/6/2016 1.72 58 54 90.91 1 00:00:10 00:03:31

10/7/2016 4.84 62 53 83.93 3 00:00:12 00:03:37

10/8/2016 0.00 8 0 0.00 0 00:00:00 00:00:00

10/9/2016 0.00 1 0 0.00 0 00:00:00 00:00:00

10/10/2016 0.00 63 60 95.00 0 00:00:09 00:03:33

10/11/2016 0.00 76 74 95.95 0 00:00:08 00:03:09

10/12/2016 1.54 65 38 94.87 1 00:00:08 00:03:15

10/13/2016 1.89 53 38 94.87 1 00:00:08 00:03:24

10/14/2016 1.79 56 55 91.07 1 00:00:08 00:03:41

10/15/2016 0.00 5 0 0.00 0 00:00:00 00:00:00

10/16/2016 0.00 0 0 0.00 0 00:00:00 00:00:00

10/17/2016 0.00 74 58 94.83 0 00:00:08 00:02:49

10/18/2016 2.63 76 69 85.92 2 00:00:17 00:03:35

10/19/2016 3.37 89 61 92.19 3 00:00:07 00:02:42

10/20/2016 5.56 54 51 85.19 3 00:00:12 00:03:39

Submitted: Administrator on 11/1/2016 2:02:35AM Printed: 11/1/2016 2:02AM CW CallType Specific Daily

(CW_CTCT_CallTypeStatisticsSummary / CPADLYGL)

Page 1/2

15



44000 Daily Abandon Talk Time Last Month

Total

Calls

Answd

Total

Calls

Aband

Avg

Speed

Answd

Adjusted

Service

Level %

Avg

Talk

Time

Total

Calls

Offered

Aband

%Date

All Times in HH:MM:SS

Call Type(s) Selected: 44000

10/21/2016 6.12 49 45 93.75 3 00:00:06 00:02:24

10/22/2016 0.00 3 0 0.00 0 00:00:00 00:00:00

10/23/2016 0.00 3 0 0.00 0 00:00:00 00:00:00

10/24/2016 1.33 75 72 95.89 1 00:00:08 00:03:17

10/25/2016 0.00 85 45 91.11 0 00:00:13 00:03:00

10/26/2016 0.00 79 53 92.45 0 00:00:08 00:02:57

10/27/2016 1.69 59 53 96.30 1 00:00:07 00:03:26

10/28/2016 0.00 70 65 96.92 0 00:00:08 00:02:26

10/29/2016 0.00 4 0 0.00 0 00:00:00 00:00:00

10/30/2016 0.00 2 0 0.00 0 00:00:00 00:00:00

10/31/2016 3.16 95 78 86.42 3 00:00:11 00:02:30

Total: 2.00 1,501 1,229 91.98 30 00:00:09 00:03:08

Submitted: Administrator on 11/1/2016 2:02:35AM Printed: 11/1/2016 2:02AM CW CallType Specific Daily

(CW_CTCT_CallTypeStatisticsSummary / CPADLYGL)

Page 2/2

16

44000 NTC_CCE_Student_Info CRS:_DOY_u

44000 IC Monthly Telephone Volume Graph



Run report on ONE Call Type only

0

20

40

60

80

100

10

/1/2

01

6

10

/2/2

01

6

10

/3/2

01

6

10

/4/2

01

6

10

/5/2

01

6

10

/6/2

01

6

10

/7/2

01

6

10

/8/2

01

6

10

/9/2

01

6

10

/10

/20

16

10

/11

/20

16

10

/12

/20

16

10

/13

/20

16

10

/14

/20

16

10

/15

/20

16

10

/16

/20

16

10

/17

/20

16

10

/18

/20

16

10

/19

/20

16

10

/20

/20

16

10

/21

/20

16

10

/22

/20

16

10

/23

/20

16

10

/24

/20

16

10

/25

/20

16

10

/26

/20

16

10

/27

/20

16

10

/28

/20

16

10

/29

/20

16

10

/30

/20

16

10

/31

/20

16

Date

Nu

mb

er

of

Ca

lls

OFFERED ANSWERED ABANDONED DEFLECTED

Call Type Call Volume Monthly Report (CTCTDY_GRBCallVolume)Submitted: Administrator on 11/1/2016 2:02:36AM Printed: 11/1/2016 2:02AM Page 1/1

17

Avg

Call

And

Wrap

MM:SS

Out

Going

Calls

Avg

Out

Talk

Time

MM:SS

In

Coming

Calls

Avg

In

Talk

Time

MM:SS

Percent

Occup

Percent

Util

Signed

on

HH:MMDate

ACD

Calls

Avg ACD

Talk

Time

MM:SS

44000 Monthly by Day


Avg

After

Call

Wrap

MM:SS


Team CCE 44000

19:01 0 83 23 2310/3/2016 0 0:00 0:003:093:00 0:10

15:50 0 72 26 2610/4/2016 0 0:00 0:003:243:14 0:10

25:52 0 57 11 1110/5/2016 1 0:18 0:003:012:51 0:10

27:02 0 54 12 1210/6/2016 2 0:56 0:003:403:31 0:09

17:44 0 55 19 1910/7/2016 1 0:34 0:003:413:31 0:10

18:48 0 61 21 2010/10/2016 1 4:28 0:003:423:33 0:09

19:21 0 75 22 2110/11/2016 3 0:52 0:003:173:08 0:09

13:55 0 38 16 1610/12/2016 1 1:34 0:003:253:15 0:09

13:05 0 38 18 1710/13/2016 5 2:01 0:003:333:24 0:09

20:03 0 58 18 1810/14/2016 3 1:13 0:003:433:34 0:09

15:19 0 59 20 1910/17/2016 3 1:41 0:002:572:47 0:10

26:09 0 70 16 1610/18/2016 0 0:00 0:003:403:32 0:08

20:41 0 61 14 1410/19/2016 7 1:54 0:002:502:42 0:09

18:17 0 51 18 1810/20/2016 1 0:19 0:003:483:39 0:10

17:17 0 45 11 1110/21/2016 1 0:26 0:002:342:24 0:10

20:14 0 74 21 2110/24/2016 1 1:39 0:003:243:15 0:10

09:32 0 45 25 2510/25/2016 1 1:30 0:003:083:00 0:08

14:01 0 54 20 2010/26/2016 1 2:38 0:003:032:54 0:09

18:24 0 57 18 1810/27/2016 1 0:30 0:003:243:15 0:09

17:41 0 66 16 1610/28/2016 2 0:58 0:002:332:24 0:09

17:01 0 79 21 2010/31/2016 5 3:38 0:002:372:28 0:09

Submitted: Administrator on 11/1/2016 2:02AM Printed: 11/1/2016 2:02AM Page 1/2Team Information Daily Report(ASATDY_SummaryInfo)

18

Avg

Call

And

Wrap

MM:SS

Out

Going

Calls

Avg

Out

Talk

Time

MM:SS

In

Coming

Calls

Avg

In

Talk

Time

MM:SS

Percent

Occup

Percent

Util

Signed

on

HH:MMDate

ACD

Calls

Avg ACD

Talk

Time

MM:SS

44000 Monthly by Day


Avg

After

Call

Wrap

MM:SS


1252 385:15Subtotal for Team: 0 18 18 40 1:46 0:003:153:06 0:09

0 Total: 1252 385:15 18 18 40 1:46 0:003:153:06 0:09

Submitted: Administrator on 11/1/2016 2:02AM Printed: 11/1/2016 2:02AM Page 2/2Team Information Daily Report(ASATDY_SummaryInfo)

19

Agent Name

Signed On

HH:MM

Avail

Percent

Work

Percent

Consult

Percent

Other

Percent

Conf

Percent

Non-ACD

Calls

Percent

Unavail

Percent

44000 Monthly Time Allocation Breakdown



Wrap Up

Percent

Hold

Percent

Talk

Time

Percent

Team CCE 44000

Alaina Schulz 46:21 79.83 0.00 0.61 0.00 16.19 0.00 0.45 0.14 0.90 1.71

Michael Chen 97:04 83.93 0.00 0.30 0.00 12.61 0.00 0.23 0.00 0.45 2.41

Anne Daly 04:05 77.25 0.00 0.03 0.00 21.65 0.00 0.00 0.01 0.73 0.00

Michael Guest 76:57 75.73 0.00 0.40 0.00 21.71 0.00 0.91 0.01 1.00 0.00

Sophia Ogren-Dehn 65:52 80.13 0.00 0.93 0.00 18.14 0.00 0.07 0.00 0.95 0.00

CCE 5 00:00 60.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

Kristine Clarke 54:11 82.15 0.00 1.05 0.00 16.50 0.00 0.02 0.00 0.91 0.00

Charles Russell 40:45 79.42 0.00 0.22 0.00 15.90 0.00 0.18 0.01 0.91 2.86

385:15Subtotal: 80.35 0.00 0.56 0.00 0.02 16.80 0.00 0.33 0.82 1.11

Total: 80.35 0.00 1.11 0.56 0.02 0.00 16.80 0.00 0.33385:15 0.82

Percent Agent Allocation Of Time(ASATAN_TimeAllocationPercent)Submitted: Administrator on 11/1/2016 2:02AM 11/1/2016 2:02AMPrinted: Page 1/1

20


CCE-Abandon


All Range Times in Seconds

15 30 45 60 0 0 0 0 0 0 £ £ £ £ £ > £ £ £ £

44000

25 4 1 1 0 0 0 0 0 5Subtotal For: 44000

TOTAL:

25 4 1 1 0 0 0 0 0 5

Agent Group Calls Abandoned Summary Report (AGAG_AgentGroupCallsAbandoned) 2:02:48AM Page 1/1Submitted: on 11/1/2016 Printed: 11/1/2016 2:02AMAdministrator

21

Author’s Notes (11/9/2016)

Michael Chen

The presidential election has come to an end as has the IC’s partnership with Snap Engage, our chat system for the most part. The switch-over date is October 20th and the transition from Snap Engage to Live Agent (Salesforce) will have a dramatic impact on the chat figures reported due to the fact that several features present in Snap Engage will not be available during the launch of Live Agent. Proactive chat is a feature set to launch in the second phase of Live Agent, sometime in December 2016. Prior to the launch of that feature, we can expect chats to decrease. IC agents have observed a significant decline in chats already which is reflective of our lower chat numbers for October.

Progress is being made on the front of registration reporting. Currently, registrations are being done by IC agents, the registration office (52900), and the Destiny registration system but that data is not present in our current reports. In the past our registration system was able to compile reports on the number of transactions/cancellations each individual agent completed within a certain time frame. With the current system and its standard reports we can only get dollar amounts per agent within a timeframe. It is our goal to strive to keep registration reporting consistent with the past so Anne Daly is going to sit down with a few folks to try and get the custom reports that we need. It is comforting to know that there are some reporting functions with we can rely on through Destiny, even if they are not exactly what we are looking for.

In last month’s notes, I stated that I was trying to get some outside data to provide further context and explanation for the overall decreasing trends we are seeing in Chats, Emails, and Calls. This month we have some web traffic data which will be included in the Appendix and hopefully that data will be a staple in this report in coming months. I was also able to gather some non-degree registration numbers which predictively have been decreasing. That data will also be in the Appendix.

Another reporting change is in the past, UMN Online calls have been manually sent by Fred Aboge bimonthly and tallied accordingly by me. This month is the first month that some of that data is coming in the form of a report. That report will be added to the next IC monthly report for November.

There are two primary changes to the IC monthly report in terms of upkeep and formatting. The “Abandon Percentage” in the “CCE Info Center Activity Report FY 2017” was corrected to an actual percent rate from a decimal. The “UMN Online Call Center Activity by Mode FY17” data set which current shows “0’s” for upcoming months has been altered so that the “0’s” don’t warp the automated graphing in the report. There are also a number of things I’m looking at changing for the November report but

22

more on that later. If anyone has suggestion and questions please feel free to let me know in person or via email. I have put Kristine and my email on the front page.

Regards,

Michael Chen

23

Michael Chen

Appendix 1

Web Traffic for July through September FY 2017

July: 32,617 web visitors, 118,383 pageviews

August: 39,804 web visitors, 148,789 pageviews

September: 45,079 web visitors, 161,934 pageviews

October: 42,316 web visitors, 149,768 pageviews

24

Oct 1, 2016 - Oct 31, 2016Audience Overview

Language Sessions % Sessions

1. en-us 54,943 93.32%

2. en-gb 618 1.05%

3. zh-cn 527 0.90%

4. c 418 0.71%

5. es 188 0.32%

6. en 181 0.31%

7. fr 168 0.29%

8. pt-br 140 0.24%

9. ko 138 0.23%

10. en-ca 108 0.18%

Overview

Sessions

… Oct 8 Oct 15 Oct 22 Oct 29

2,0002,0002,000

4,0004,0004,000

Sessions

58,876Users

42,316Pageviews

149,768

Pages / Session

2.54Avg. Session Duration

00:02:32Bounce Rate

42.86%

% New Sessions

60.81%

New Visitor Returning Visitor

39.2%

60.8%

© 2016 Google

All Users100.00% Sessions

http://cce.umn.edu

CCE Web Stats After December 8, 2014 GO TO REPORT

25

Appendix 2

Non Degree by FY - Chart

26

Information Center Monthly Report for October-signed

Documents

Transcript of Information Center Monthly Report for October-signed