Below are the support statistics for the last month. Our goal is to update these monthly with information that will let you see how we are doing in terms of both response and support load. Expect to see these graph types change as we get better at determining how to provide you with the most relevant information.
For full context of these stats on an ongoing basis, please view the Official Linden Blog
Overall Support Satisfaction
Source:Based on support survey of 1,438 support portal users between Feb 1 and Feb 29, 2008.
New Tickets Opened
Tickets Submitted
Feb 2008: 19,748
Jan 2008: 18,329
"Tickets Solved" is the number of tickets moved into a Resolved or Closed status.
Phone Calls
Phone Calls
Feb 2008: 9,558
Jan 2008: 8,496
Total calls received in all support channels.
Phone Response Time
Phone Response
Feb 2008: 35 seconds
Jan 2008: 36 seconds
Average time between call initiation and answer by a live person.
Chat Success
Number of Chats
Feb 2008: 4,850 chats
Jan 2008: 4,823 chats
Total Chat Count is the number of live chats requested. % successful is the percent of live chats answered.
A failed livechat session is one where the resident left before it was answered, or had technical difficulties resulting in a failed attempt - or if no CSRs were available to accept calls.