eAPPS Helpdesk Breakdown 0309-1111.pdf
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- Solicitation number
- AG-6395-S-11-0124
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Help Desk Statistics of Current Contract
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QNA Helpdesk Statistics for March 2009 thru November 2011
Month/Year Project Phone Email Total Escalated 03/09 All 496 26 04/09 All 600 20 05/09 All 458 21
PPQ 161 6
VS 180 6
BRS 34 8
PHIS 0 0
eAuth 21 0
Pay.Gov 2 0
FAVIR 0 0
DHS (CBP) 28 0
Miscellaneous 32 1
06/09 All 516 30
PPQ 148 12
VS 235 5
BRS 45 12
PHIS 0 0
eAuth 15 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 61 0
Miscellaneous 12 1
07/09 All 357 18
PPQ 116 5
VS 146 6
BRS 29 6
PHIS 1 1
eAuth 10 0
Pay.Gov 0 0
FAVIR 1 0
DHS (CBP) 41 0
Miscellaneous 13 1
08/09 All 313 16
PPQ 95 4
VS 158 6
BRS 14 3
PHIS 2 2
eAuth 6 0
Pay.Gov 0 0
FAVIR 1 2
DHS (CBP) 30 0
Miscellaneous 7 0
09/09 All 370 36
PPQ 125 10
VS 180 13
BRS 28 10
PHIS 3 1
eAuth 5 0
Pay.Gov 0 0
FAVIR 1 1
DHS (CBP) 22 0
Miscellaneous 6 1
10/09 All 87 258 345 34
PPQ 44 106 150 11
VS 25 103 128 12
BRS 10 17 27 10
PHIS 0 0
eAuth 6 0
FAVIR 1 0
DHS (CBP) 20 0
Miscellaneous 13 1
11/09 All 88 219 307 43
PPQ 121 13
VS 152 19
BRS 18 8
PHIS 0 0
eAuth 3 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 4 1
Miscellaneous 9 2
12/09 All 345 34
PPQ 44 106 150 11
VS 25 103 128 12
BRS 10 17 27 10
PHIS 0 0
eAuth 6 0
Pay.Gov 0 0
FAVIR 1 0
DHS (CBP) 20 0
Miscellaneous 13 1
01/10 All 119 400 519 92
PPQ 42 93 135 4
VS 31 117 148 2
BRS 10 17 27 7
PHIS 85 78
eAuth 11 0
Pay.Gov 0 0
FAVIR 1 1
DHS (CBP) 101 0
Miscellaneous 11 0
02/10 All 134 235 369 38
PPQ 61 93 154 9
VS 37 115 152 10
BRS 20 18 38 19
IPHIS 0 0
ISIS 4 0
eAuth 8 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 9 0
Miscellaneous 4 0
03/10 All 504 44
PPQ 213 8
VS 204 18
BRS 44 16
IPHIS 0 0
ISIS 6 0
eAuth 3 0
Pay.Gov 2 0
FAVIR 0 0
DHS (CBP) 20 0
Miscellaneous 12 2
04/10 All 191 245 436 52
PPQ 90 84 174 13
VS 53 124 177 17
BRS 20 22 42 13
IPHIS 9 8
ISIS 0 0
eAuth 7 0
FAVIR 0 0
DHS (CBP) 12 0
Miscellaneous 10 1
05/10 All 171 242 413 61
PPQ 68 68 136 10
VS 54 129 183 26
BRS 14 24 38 12
IPHIS 19 12
ISIS 4 0
eAuth 9 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 9 0
Miscellaneous 15 1
06/10 All 167 258 426 61
PPQ 64 79 143 11
VS 45 113 158 17
BRS 22 17 39 10
IPHIS 13 33 47 19
ISIS 4 0
eAuth 6 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 12 0
Miscellaneous 17 4
07/10 All 140 273 413 45
PPQ 57 97 154 9
VS 29 128 157 14
BRS 16 21 37 10
IPHIS 18 18 36 12
ISIS 2 0
eAuth 8 0
DHS (CBP) 7 0
Miscellaneous 12 0
08/10 All 158 249 407 29
PPQ 56 103 159 5
VS 40 105 145 6
BRS 26 12 38 5
IPHIS 11 17 28 13
ISIS 0 0
eAuth 9 0
Pay.Gov 2 0
FAVIR 1 0
DHS (CBP) 4 0
Miscellaneous 21 0
09/10 All 151 209 360 34
PPQ 67 77 144 8
VS 37 101 138 10
BRS 21 17 38 6
IPHIS 4 6 10 8
ISIS 3 0
eAuth 7 0
Pay.Gov 0 0
FAVIR 3 0
DHS (CBP) 0 0
Miscellaneous 17 2
10/10 All 139 207 346 40
PPQ 47 76 123 9
VS 60 104 164 25
BRS 13 14 27 2
IPHIS 6 3 9 0
ISIS 6 0
eAuth 6 0
DHS (CBP) 6 0
Miscellaneous 5 0
11/10 All 188 242 432 55
PPQ 25 16 155 8
VS 57 113 170 16
BRS 25 16 41 12
IPHIS 3 10 13 0
ISIS 3 0
eAuth 10 0
Pay.Gov 1 0
FAVIR 0 0
DHS (CBP) 14 0
Miscellaneous 25 13
12/10 All 166 196 362 40
PPQ 76 76 152 6
VS 46 76 122 12
BRS 17 14 31 6
IPHIS 2 19 21 7
ISIS 1 0
eAuth 9 0
Pay.Gov 0 0
FAVIR 1 0
DHS (CBP) 2 1
Miscellaneous 23 8
01/11 All 179 264 443 90
PPQ 74 70 144 6
VS 44 85 129 9
BRS 23 26 49 11
IPHIS 14 68 82 59
ISIS 1 0
eAuth 9 0
FAVIR 0 0
DHS (CBP) 7 0
Miscellaneous 22 5
02/11 All 163 264 427 76
PPQ 82 79 161 20
VS 41 81 122 13
BRS 22 21 43 12
IPHIS 11 40 51 26
ISIS 1 0
eAuth 14 0
Pay.Gov 0 0
FAVIR 0 0
DHS (CBP) 0 0
Miscellaneous 35 5
03/11 All 220 394 614 159
PPQ 76 100 176 20
VS 51 106 157 15
BRS 30 20 50 12
DHS (CBP) 7 0
Miscellaneous 32 7
FAVIR 5 0
IPHIS 31 144 175 105
ISIS 0 0
Pay.Gov 0 0 eAuth 12 0
04/11 All 188 295 483 93
PPQ 55 67 122 8
VS 35 90 125 5
BRS 25 2
DHS (CBP) 9 0
Miscellaneous 17 1
FAVIR 2 0
IPHIS 73 105 178 77
ISIS 0 0
Pay.Gov 1 0 eAuth 4 0
05/11 All 205 334 539 84
PPQ 56 80 136 8
VS 27 118 145 8
BRS 51 13
DHS (CBP) 17 0
Miscellaneous 9 0
FAVIR 0 0
IPHIS 92 82 174 55
ISIS 0 0
Pay.Gov 0 0 eAuth 7 0
06/11 All 205 334 611 86
PPQ 59 83 142 6
VS 38 122 160 7
BRS 33 11 44 5
DHS (CBP) 7 0
Miscellaneous 30 0
FAVIR 2 0
IPHIS 106 109 215 68
ISIS 1 0
Pay.Gov 1 0 eAuth 9 0
07/11 All 242 255 497 55
PPQ 48 78 126 6
VS 54 74 128 2
BRS 12 7 19 3
DHS (CBP) 5 0
Miscellaneous 38 0
FAVIR 1 0
IPHIS 87 75 162 44
ISIS 3 0
Pay.Gov 0 0 eAuth 15 0
08/11 All 222 304 526 63
PPQ 64 78 142 6
VS 50 110 160 8
BRS 13 22 35 12
DHS (CBP) 2 0
Miscellaneous 51 0
IPHIS 57 68 125 36
ISIS 0 0
Pay.Gov 0 0 eAuth 11 1
09/11 All 166 288 454 32
PPQ 61 84 145 3
VS 36 118 154 4
BRS 15 18 33 6
DHS (CBP) 6 0
Miscellaneous 26 1
FAVIR 2 0
IPHIS 29 53 82 18
ISIS 0 0
Pay.Gov 0 0 eAuth 6 0
10/11 All 131 270 401 63
PPQ 34 58 92 8
VS 29 82 111 3
BRS 37 13
DHS (CBP) 1 0
Miscellaneous 16 0
FAVIR 5 0
IPHIS 36 93 129 39
ISIS 0 0
Pay.Gov 0 0 eAuth 10 0
11/11 All 63 218 281 37
PPQ 21 70 91 4
VS 9 66 75 5
BRS 3 15 18 4
DHS (CBP) 6 0
Miscellaneous 17 0
FAVIR 2 0
IPHIS 18 43 61 24
ISIS 0 0
eAuth 11 0
Sheet1
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