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Large Home Improvement Company
HR Service Center Daily Metrics
ALL REQUESTS
U.S. Call Abando Average Averag Average Total Contacts
ASSOCIATE Volum n Rate Time e Call Contact Resolve
& MANAGER to d Same
e 1% Speed Handle s
Sat. 10/24/09 Abando of Time Day
474 n 1261
Answer 0:07:31 66%
0:00:16
:12
Sun. 266 2% 0:00:23 :12 0:07:41 1147 58%
10/25/09
Mon. 3031 3% 0:01:16 :52 0:06:52 4350 75%
10/26/09
Tue. 10/27/09 2539 4% 0:00:51 :45 0:07:07 4066 72%
Wed. 2200 4% 0:01:13 :55 0:06:41 3963 73%
10/28/09
Thurs. 2216 3% 0:00:51 :38 0:06:52 3864 74%
10/29/09 81%
Fri. 10/30/09 2855 3% 0:01:25 1:12 0:07:20 4209
Week Ending
10/30/09 13581 3% 0:01:05 :50 0:07:01 22860 74%
Totals
Tolerance <5% < :30 >= 80%
Levels 5% - :30 - 60% -
10% 1:30 79%
<60%
>10% > 1:30
In Out of
Toleranc Toleranc
e e
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