Basic Stats

Basic Totals

Total Requests Total Hours Minutes per Request Average Days to Complete Request
742 297.17 24.53 5.9

This shows the basic breakdown of requests per week since the inception of the ticketing system.

Num Weeks Requests/Week Hours/Week
52 14.27 5.71

By System

Breakdown according to Normal vs. Validated system

Service Requests/Week Minutes/Week Minutes/Request Days to Complete
Regular REDCap service 8.73 200.39 24.16 6.74
21 CFR Part 11 Validated REDCap service 4.67 128.80 26.86 5.48
Other 1.42 31.61 23.95 14.03
Not applicable / Don’t Know 1.36 25.18 20.77 9.30

By Request Type

Breakdown according to Kind of Request

TOPIC
Type Requests/Week Minutes/Week Minutes/Request Days to Complete Project Setup Project Review Project Modification Surveys Reports User Rights Data Import/Export eConsent External Modules Randomization Functionality
REDCap Project Support 4.67 150.61 31.32 8.09 1.57 0.43 1.22 1.02 0.12 0.49 0.41 0.37 0.39 0.10 0.41
Other 3.38 103.30 29.37 8.64 0.77 0.15 0.40 0.21 0.30 0.72 0.23 0.38 0.11 0.09 0.26
Password Reset 2.69 18.45 6.69 2.09 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
Other Account Issue 2.25 24.50 11.54 1.83 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
User Account Un-suspension 2.23 32.71 12.31 1.82 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
REDCap general consultation 2.20 63.05 27.51 10.48 0.85 0.29 0.44 0.34 0.20 0.29 0.29 0.34 0.02 0.05 0.39
NA 1.75 37.50 21.82 1.20 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

By Service Level

Breakdown according to Level of Request:

Level Requests/Week Minutes/Week Minutes/Request Days to Complete
Level 1 (i.e. new accounts, password reset) 4.90 54.90 9.53 2.79
Level 2 (i.e. Project setup, functionality assistance) 4.88 140.50 29.73 8.93
Level 3 (i.e. consult) 3.45 130.57 37.60 10.89
NA 3.17 69.29 18.59 4.90

Report Generated 2022-03-25 10:12:45