Service - Week Ending 5/2

Accessibility

Accessibility				Speed of Service
Call abandons		% of Calls Presented		Speed of Service	min:sec
	Calls Presented	1571			Average speed of answer	0:17
	Calls Abandoned in Queue	212	13.49%		Average time in queue	0:38
	Calls Abandoned in Voicemail	10	.63%		Average call duration	4:04
	Total Abandoned	222	14.13%

Self Service

Quality - Week Ending 5/2

Call-handling

process

Process

Sufficient scripting and adherence

Shifting focus to continuous improvement

Info

title	Error and rework rate

*

*This

This is the number of issues that were

reopened for the same issue for the

same group.

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Resolution
Resolved by Tier 1

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Resolved by Tier 2
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Resolved by Tech

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Contact Handling

Average ticket handle time

(hh:mm)
Average ticket handle time	04:

12

Resource Management
Agent Occupancy	Image Modified

Staff attrition

Full Staff, according to contract

Calls offered by hour

Staff levels by hour

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