Monthly Archives: August 2014
2014
Blackboard Analytics – July 2014
Google Analytics and University of Southampton Blackboard service
Google Analytics (GA) is turned on within a number of MLE sites including Blackboard and Panopto. In the interest of openness we will share a number of pieces of analytical data with the community. Note that some data is from a smaller sample size and may not reflect 100% of users.
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Matthew Deeprose ⋅ Analytics, Blackboard, Blackboard Analytics ⋅ No comments
(How Well) Are You Being Served? Teaching Support Ticket Resolutions Stats – June 2014
iSolutions uses ITILÂ processes as part of its Service Management. Â We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. Â The main way that our users interact with us is through the Incidents and Service Requests they raise via ServiceLine. Â We have targets to resolve 90% of Service Requests and Incidents with a set target time measured in elapsed minutes.
Matthew Deeprose ⋅ Customer Service, Incidents, ITIL, Service Level Targets, Service Requests ⋅ No comments