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Service - Week Ending 5/2 

 


AccessibilityCall abandons % of Calls Presented Speed of Servicemin:sec 
 Calls Presented1571  Average speed of answer0:17 
 Calls   Abandoned in Queue21213.49% Average time in queue0:38 
 Calls   Abandoned in Voicemail10

.63%

 Average call duration4:04 
 Total   Abandoned22214.13%     

 

 

Self Service
 

 Quality - Week Ending 5/2

Call-handling processSufficient scripting and adherence(tick) Shifting focus to continuous improvement
 

Error and rework rate*

*This is the number of issues that were

reopened for the same issue for the

same group.

 
ResolutionResolved by Tier 1 
 Resolved by Tier 2 
 Resolved by Tech 

 Efficiency - Week Ending 5/2

Contact HandlingAverage ticket handle time (hh:mm)04:12 
Resource Management

Agent Occupancy

 

 Staff attrition

(thumbs up) Full Staff, according to contract

 

Calls offered by hour

Staff levels by hour