Support: Statistics
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 1,583 support portal users between Jun 1 and Jun 30, 2008.
New Tickets Opened
Tickets Submitted
June 2008: 21,232
May 2008: 21,352
"Tickets Solved" is the number of tickets moved into a Resolved or Closed status.
Phone Calls
Phone Calls
June 2008: 11,703
May 2008: 11,722
Total calls received in all support channels.
Phone Response Time
Phone Response
June 2008: 51 seconds
May 2008: 77 seconds
Average time between call initiation and answer by a live person.
Chat Success
Number of Chats
June 2008: 8,966 chats
May 2008: 9,549 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.