Calls to the Help Desk per Year:

Password Calls mean calls to reset a password and/or unlock an intruder-locked account across one or more platforms (NT/Win2k/XP, NetWare, Unix, etc).

Various industry groups and customers/prospective customers interviewed by NetMagic Systems estimate an average of 1.5 to 2.0 calls to the Help Desk per month per user.

Percentage of Calls to the Help Desk that are Password Calls: 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

Various industry groups and customers/prospective customers interviewed by NetMagic Systems estimate an average of 30% of calls to the Help Desk are Password Calls.

Average Hourly Salary of Persons servicing the Password Calls: $20 $25 $30 $35 $40 $50 $55 $60 $75 $80 $85 $90 $100

Hourly Salary means the corporate full salary rate burdened with benefits and administrative overhead.

Current Average Minutes per Password Call: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 20 25 30 35 40 45 50 55 60 70 80 90 100 110 120

This is the entire time it takes to service a password reset call, from the time the call is placed until the end-user can log in again.

Housekeeping Minutes to Service the password call.  1 2 2.5 3 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10 11 13 15 25

A password call will generate a certain amount of "extra", "after call work", or "housekeeping" time.  How many minutes is it?  Examples of housekeeping time would be logging the call, documenting the call, etc.  Housekeeping time would NOT include the time it takes to reset a password, notify IT the password needs setting, or using your existing password or end-user tools.