During the Blackboard Learning and Teaching Conference this year I gave an impromptu demonstration of a Blackboard course we use as part of our āIntroduction to Blackboardā staff training course. This resulted in many enquiries about this course so Iām writing a short blog post for those who have asked for more information.
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Monthly Archives: April 2015
2015
Blackboard Analytics ā March 2015
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 – February 2015
iSolutions uses ITIL processes as part of its Service Management. We organise our processes in a way informed by ITIL, and provide reports on how well we met our stated aims. The main way that our users interact with us is through the Incidents and Service Requests they raise via ServiceLine. We have targets to resolve 90% of Service Requests and Incidents within a set target time measured in elapsed minutes.
Matthew Deeprose ⋅ Customer Service, Incidents, ITIL, Service Level Targets, Service Requests ⋅ No comments