LabStats and LabMaps

http://services.cpcc.edu/LabStats

LabStats is a suite of software products that helps administrators manage computer labs. LabStats makes it easy to track computer usage, application data, and manage power usage. Designed specifically for computer lab environments, LabStats uses a lightweight client to send usage data to a streamlined database and a single web server to generate reports on computer lab usage.  LabMaps allows users to view the status of each computer in real-time in order to find an available computer more easily.

Features

LabStats Features:

  • Gathers usage information for every lab machine
  • Presents real-time charts in a web browser
  •  Provides a variety of statistical reporting on-demand
  • Reporting on use statistics & user/software tracking

 LabMaps Features:

  • View the status of every computer in real time
  • Maps can be integrated into web pages or digital signage
  • Provides desktop and mobile websites for viewing lab computer statuses

Hours

The Help Desk will be available to assist with any requests pertaining to Labstats and Labmaps during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

Information Technology Services will provide support for installing client software on PCs in the computer labs for use with the LabStats system and for maintaining the server. Access to LabMaps is publicly available and is integrated into web pages in computer labs on campus and on digital signage displays. Access to the reports and stats features of LabStats is limited to lab administrators and those needing access to lab statistics and reports.

For any issues encountered while utilizing the Labmaps or LabStats Service users should contact the ITS Help Desk.

The Help Desk will be responsible for creating, entering and maintaining a Service Request for the Client. The Help Desk responsibilities pertaining to LabMaps and LabStats include the following:

  • Troubleshooting issues pertaining to the Service
  • Assistance with guiding clients on how to use the Service
  • Coordinating and escalating matters that require Administrative support to the Service Administrators

The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to Labstats and Labmaps during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.