The origin of the e-mail (From a university account or an outside account).

The platform the account is on (Percentage of University domain).

The user type (student or faculty. Percentage of University domain).

The student type of the students counted above (graduate or undergrad. Percentage total of students).

The type of mailer used to compose the request (Percentage of All domains).

The number of in-person requests (Percentage of all files).

The number of requests forwarded to the Help Desk.

The number of files with additional requests by the user.

The total number of additional requests amoung all files. Average indicates the average number of additional requests per file with at least one additional request.

The number of users that have more than one help case (file).

The number of files in which the subject word was found

Indicates the number of hits for a subject word over the total number of files.

The number of hits where the subject word was found in the user's request.

Indicates the number of user hits over the number of hits for a subject word.