1. Information Center Monthly Report for October
FY17
Compiled by: Michael Chen (chenx734@umn.edu) and Kristine Clarke
(clar0823@umn.edu)

2. 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

3. 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

4. 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
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY Telephone Activity
2013 2014 2015 2016 2017
0
200
400
600
800
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY IC Chat
2015 2016 2017
3

5. 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
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
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
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
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
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
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
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
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals IC % Total %
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%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
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
Telephones
IC Staff
ACT (S)*
sogrendehn
CCE Individual Activity Report FY 2017
Registrations
IC Staff
emwangi
crussell
rbenson
adaly
mchen
agallagher
msguest
kclarke
4

6. July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
Registrations
FY IC Registration Activity
2013 2014 2015 2016 2017
5

7. July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
500
1000
1500
2000
2500
3000
Registrations
FY IC Registration Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
Registrations
Annual TUCL Registration Activity
2013 2014 2015 2016 2017
6

8. July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
500
1000
1500
2000
2500
3000
Registrations
FY IC Registration Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
1000
2000
3000
4000
5000
6000
7000
Registrations
Annual TUCL Registration Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 1998 2664 2184 2233 2088 1787 2401 1866 1833 2420 2231 1774
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
FY Telephone Activity
2013 2014 2015 2016 2017
7

9. Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 284 311 238 311 274 226 388 298 294 378 338 202
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
Emails
FY Email Activity
2013 2014 2015 2016 2017
8

10. July Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
500
1000
1500
2000
2500
3000
Registrations
FY IC Registration Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 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
1000
2000
3000
4000
5000
6000
7000
Registrations
Annual TUCL Registration Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 1998 2664 2184 2233 2088 1787 2401 1866 1833 2420 2231 1774
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
FY Telephone Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2013 284 311 238 311 274 226 388 298 294 378 338 202
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
Emails
FY Email Activity
2013 2014 2015 2016 2017
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2015 632 635 631 516 469 637 684 569 669 728 640 555
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
Chats
FY Chat Activity
2015 2016 2017
9

11. 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

12. 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 Inquiries
Chat 65 71 88 79 303
Call * 43 33 40 116
Email 26 41 42 34 143
Total FY17 91 155 163 153 562
Total 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
TotalInquiries
Chat Call Email FY17 Total FY16
11

13. 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:MM
Agent
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 46:2117180157 7 1:47 0:003:022:52 0:10
Michael Chen 97:0413130223 1 13:21 0:003:253:18 0:07
Anne Daly 04:052222011 0 0:00 0:004:594:50 0:10
Michael Guest 76:5723230286 26 1:29 0:003:403:30 0:10
Sophia Ogren-Dehn 65:5219190232 2 1:09 0:003:153:05 0:10
CCE 5 00:000000 0 0:00 0:000:000:00 0:00
Kristine Clarke 54:1117170195 0 0:00 0:002:542:45 0:09
Charles Russell 40:4517170148 4 0:57 0:002:472:38 0:10
Subtotal: 1252 0 18 18 385:1540 1:46 0:003:153:06 0:09
0 385:15Total: 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

14. Call Center: All ACD
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
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
43284 CT Pilot fwd to CCE 44000 CRS: DOY U
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
44365 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 044365 4 2 06 0:05 1:160:00
45524 CT Pilot fwd to CCE 44000 CRS: DOY U
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
46706 CT Pilot fwd to CCE 44000 CRS: DOY U
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

15. Call Center: All ACD
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
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
46744 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 046744 0 0 00 0:00 0:000:00
46745 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 046745 0 0 00 0:00 0:000:00
47213 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 047213 2 0 02 0:19 0:320:13
47492 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 047492 0 0 00 0:00 0:000:00
47906 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 047906 3 0 03 0:05 1:310:00
47907 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 047907 0 0 00 0:00 0:000:00
47952 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 047952 2 0 02 0:02 2:280:00
48290 CT Pilot fwd to CCE 44000 CRS: DOY U
Subtotal For: 048290 0 0 01 0:00 0:000:00
48508 CT Pilot fwd to CCE 44000 CRS: DOY U
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 01602 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

16. Call Center: All ACD
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
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 0.007 0 0.000 00:00:00 00:00:00
10/2/2016 0.000 0 0.000 00:00:00 00:00:00
10/3/2016 4.5588 81 90.594 00:00:09 00:03:03
10/4/2016 3.5385 69 88.893 00:00:11 00:03:19
10/5/2016 0.0057 57 98.250 00:00:07 00:02:51
10/6/2016 1.7258 54 90.911 00:00:10 00:03:31
10/7/2016 4.8462 53 83.933 00:00:12 00:03:37
10/8/2016 0.008 0 0.000 00:00:00 00:00:00
10/9/2016 0.001 0 0.000 00:00:00 00:00:00
10/10/2016 0.0063 60 95.000 00:00:09 00:03:33
10/11/2016 0.0076 74 95.950 00:00:08 00:03:09
10/12/2016 1.5465 38 94.871 00:00:08 00:03:15
10/13/2016 1.8953 38 94.871 00:00:08 00:03:24
10/14/2016 1.7956 55 91.071 00:00:08 00:03:41
10/15/2016 0.005 0 0.000 00:00:00 00:00:00
10/16/2016 0.000 0 0.000 00:00:00 00:00:00
10/17/2016 0.0074 58 94.830 00:00:08 00:02:49
10/18/2016 2.6376 69 85.922 00:00:17 00:03:35
10/19/2016 3.3789 61 92.193 00:00:07 00:02:42
10/20/2016 5.5654 51 85.193 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

17. Call Center: All ACD
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
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 6.1249 45 93.753 00:00:06 00:02:24
10/22/2016 0.003 0 0.000 00:00:00 00:00:00
10/23/2016 0.003 0 0.000 00:00:00 00:00:00
10/24/2016 1.3375 72 95.891 00:00:08 00:03:17
10/25/2016 0.0085 45 91.110 00:00:13 00:03:00
10/26/2016 0.0079 53 92.450 00:00:08 00:02:57
10/27/2016 1.6959 53 96.301 00:00:07 00:03:26
10/28/2016 0.0070 65 96.920 00:00:08 00:02:26
10/29/2016 0.004 0 0.000 00:00:00 00:00:00
10/30/2016 0.002 0 0.000 00:00:00 00:00:00
10/31/2016 3.1695 78 86.423 00:00:11 00:02:30
Total: 2.001,501 1,229 91.9830 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

18. 44000 NTC_CCE_Student_Info CRS:_DOY_u
44000 IC Monthly Telephone Volume Graph
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
Call Center: All ACD
Run report on ONE Call Type only
0
20
40
60
80
100
10/1/2016
10/2/2016
10/3/2016
10/4/2016
10/5/2016
10/6/2016
10/7/2016
10/8/2016
10/9/2016
10/10/2016
10/11/2016
10/12/2016
10/13/2016
10/14/2016
10/15/2016
10/16/2016
10/17/2016
10/18/2016
10/19/2016
10/20/2016
10/21/2016
10/22/2016
10/23/2016
10/24/2016
10/25/2016
10/26/2016
10/27/2016
10/28/2016
10/29/2016
10/30/2016
10/31/2016
Date
NumberofCalls
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

19. 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
Call Center: All ACD
Avg
After
Call
Wrap
MM:SS
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
Team CCE 44000
19:01083 23 2310/3/2016 0 0:00 0:003:093:00 0:10
15:50072 26 2610/4/2016 0 0:00 0:003:243:14 0:10
25:52057 11 1110/5/2016 1 0:18 0:003:012:51 0:10
27:02054 12 1210/6/2016 2 0:56 0:003:403:31 0:09
17:44055 19 1910/7/2016 1 0:34 0:003:413:31 0:10
18:48061 21 2010/10/2016 1 4:28 0:003:423:33 0:09
19:21075 22 2110/11/2016 3 0:52 0:003:173:08 0:09
13:55038 16 1610/12/2016 1 1:34 0:003:253:15 0:09
13:05038 18 1710/13/2016 5 2:01 0:003:333:24 0:09
20:03058 18 1810/14/2016 3 1:13 0:003:433:34 0:09
15:19059 20 1910/17/2016 3 1:41 0:002:572:47 0:10
26:09070 16 1610/18/2016 0 0:00 0:003:403:32 0:08
20:41061 14 1410/19/2016 7 1:54 0:002:502:42 0:09
18:17051 18 1810/20/2016 1 0:19 0:003:483:39 0:10
17:17045 11 1110/21/2016 1 0:26 0:002:342:24 0:10
20:14074 21 2110/24/2016 1 1:39 0:003:243:15 0:10
09:32045 25 2510/25/2016 1 1:30 0:003:083:00 0:08
14:01054 20 2010/26/2016 1 2:38 0:003:032:54 0:09
18:24057 18 1810/27/2016 1 0:30 0:003:243:15 0:09
17:41066 16 1610/28/2016 2 0:58 0:002:332:24 0:09
17:01079 21 2010/31/2016 5 3:38 0:002:372:28 0:09
Submitted: Administrator on 11/1/20162:02AM Printed: 11/1/2016 2:02AM Page 1/2Team Information Daily Report(ASATDY_SummaryInfo)
18

20. 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
Call Center: All ACD
Avg
After
Call
Wrap
MM:SS
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
1252 385:15Subtotal for Team: 0 18 1840 1:46 0:003:153:06 0:09
0Total: 1252 385:1518 1840 1:46 0:003:153:06 0:09
Submitted: Administrator on 11/1/20162:02AM Printed: 11/1/2016 2:02AM Page 2/2Team Information Daily Report(ASATDY_SummaryInfo)
19

21. 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
Call Center: All ACD
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
Wrap Up
Percent
Hold
Percent
Talk
Time
Percent
Team CCE 44000
Alaina Schulz 46:21 79.83 0.00 0.61 0.0016.19 0.00 0.450.140.90 1.71
Michael Chen 97:04 83.93 0.00 0.30 0.0012.61 0.00 0.230.000.45 2.41
Anne Daly 04:05 77.25 0.00 0.03 0.0021.65 0.00 0.000.010.73 0.00
Michael Guest 76:57 75.73 0.00 0.40 0.0021.71 0.00 0.910.011.00 0.00
Sophia Ogren-Dehn 65:52 80.13 0.00 0.93 0.0018.14 0.00 0.070.000.95 0.00
CCE 5 00:00 60.00 0.00 0.00 0.000.00 0.00 0.000.000.00 0.00
Kristine Clarke 54:11 82.15 0.00 1.05 0.0016.50 0.00 0.020.000.91 0.00
Charles Russell 40:45 79.42 0.00 0.22 0.0015.90 0.00 0.180.010.91 2.86
385:15Subtotal: 80.35 0.00 0.56 0.000.0216.80 0.00 0.330.82 1.11
Total: 80.35 0.00 1.110.56 0.02 0.0016.80 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

22. Call Center: All ACD
CCE-Abandon
Dates: 10/1/2016 - 10/31/2016 Period: 12:00AM - 11:59PM
All Range Times in Seconds
15 30 45 60 0 0 0 0 00 £ ££ ££ >£ £ £ £
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

23. 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

24. 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

25. 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

26. 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
58,876
Users
42,316
Pageviews
149,768
Pages / Session
2.54
Avg. Session Duration
00:02:32
Bounce Rate
42.86%
% New Sessions
60.81%
New Visitor Returning Visitor
39.2%
60.8%
© 2016 Google
All Users
100.00% Sessions
http://cce.umn.edu
CCE Web Stats After December 8, 2014 GO TO REPORT
25

27. Appendix 2
Non Degree by FY - Chart
26