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

WEEKLY PERFORMANCE INDICATORS
(SEP 30, 2014)

Home Base Support Center (HBSC) weekly performance indicators.

INCIDENT MANAGEMENT

Ticket Submission & Resolution

Weekly submitted versus resolved Home Base tickets

SUBMITTED RESOLVED % RESOLVED
61744065.70%


Outstanding Ticket Resolution

Pre-Jan. 10 submissions

RESOLUTIONS (WEEK) TOTAL TO DATE
0413

CALL CENTER


Weekly Calls & Average Wait Time

CALLS AVERAGE WAIT TIME (SECONDS)
315279 seconds

WEEKLY BACKLOG

563 tickets waiting to be picked up


TOP 5 ISSUES

Top five issue categories for the week

•  Data Collection / PMR
•  Instructional Tools / Content
•  Duplicate Student
•  Security / Login
•  Setup / Course Codes