Offered (%)

Handled (%)
AR %
AHT (mins)
Service Level
CRW
Outage
Calls Plan
Calls offered
Calls handled
Inbound Time
Inbound HC
Outbound Time
RDR - Calls handled
AMPR (min)
Log RR
RDR (%)
Revenue $
CE
XPR
Ri1

Q4 Goal
100%
100%
5.99%
19.5
80%
80
10%

Q4 QTD
90%
84%
6.43%
20.1
88%
68
12%
105,796
95,427
89,291
1,798,497
1,315
114,093
58,675

Jan
87%
82%
5.56%
20.3
89%
79
13%
43,353
37,580
35,491
719,821
449
4,875

27.86
77.00%
9.00%

33.08
74.50%
12.98%

30.31
74.51%
13.93%

$ 457,818

$ 210,897

69.28%
66.76%
41.25%

73.80%
67.40%
44.50%

646,154
80%
81%
58.3%

40
105%
88%
15.63%
20.8
76%
66
13%
7,709
8,083
6,820
141,964
104
15,143
6,820

41
86%
81%
5.31%
19.9
90%
73
7%
9,120
7,830
7,414
147,427
101
16,683
7,414

42
90%
85%
5.50%
19.9
90%
78
7%
8,682
7,779
7,351
146,599
94
18,781
7,351

43
96%
91%
4.78%
18.8
92%
77
6%
7,812
7,473
7,116
133,996
92
15,623
7,116

44
99%
90%
8.53%
19.9
84%
60
9%
7,786
7,682
7,027
139,968
117
14,860
7,027

45
91%
87%
4.00%
20.6
92%
54
8%
7,485
6,797
6,525
134,708
121
15,089
6,525

30.70
75.04%
14.70%

29.17
75.89%
13.29%

29.32
76.74%
12.46%

28.87
72.82%
11.35%

29.67
74.27%
14.18%

30.88
74.34%
10.89%

$ 35,950

$ 24,098

$ 29,064

$ 41,507

$ 30,353

66.06%
64.29%
38.53%

62.86%
60.19%
33.64%

65.17%
60.23%
42.05%

69.74%
70.89%
41.77%

68.85%
65.15%
34.85%

27,951

69.62%
75.61%
43.90%

46
98%
91%
6.70%
20.2
91%
57
7%
7,485
7,323
6,832
138,109
120
17,914
6,832

47
77%
74%
3.38%
20.3
94%
40
31%
6,364
4,880
4,715
95,905
117

48
101%
90%
10.80%
20.5
81%
42
30%
5,404
5,465
4,875
99,794
117

49
83%
76%
8.90%
21.0
82%
65
9%
10,038
8,329
7,588
159,651
117

50
85%
81%
4.88%
20.7
90%
69
7%
9,287
7,915
7,529
155,621
109

51
84%
82%
3.13%
20.1
94%
74
6%
9,591
8,084
7,831
157,777
106

4,715

4,875

31.62
72.23%
13.64%

N/A
74.08%
11.99%

30.31
75.51%
13.93%

30.31
73.88%
N/A

30.31
N/A
N/A

30.31
N/A
N/A

$ 31,529

$ 26,469

$ 31,420

$ 34,586

62.67%
62.82%
34.62%

75.68%
74.67%
48.00%

79.03%
64.52%
53.23%

68.83%
68.42%
46.05%

41,168
76.92%
68.29%
43.90%

50,281
71.43%
68.22%
37.98%

52
86%
85%
1.53%
19.2
98%

1
90%
89%
1.74%
20.1
97%
#DIV/0!

9,033
7,787
7,668
146,979

N/A
N/A
N/A
$

53,441
72.97%
67.54%
41.23%

2
N/A
#DIV/0!
N/A
N/A
N/A
#DIV/0!

8,248
7,433
7,304
147,071

Week lag
Week lag
Week lag
$

N/A
N/A
N/A

54,362
62.50%
55.38%
40.63%

50
55

4
N/A
#DIV/0!
N/A

5
N/A
#DIV/0!
N/A

#DIV/0!

#DIV/0!

#DIV/0!

#VALUE!

Week lag
Week lag
Week lag

41,590

3
N/A
#DIV/0!
N/A

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

6
#DIV/0!
#DIV/0!
#DIV/0!

7
#DIV/0!
#DIV/0!
#DIV/0!

8
#DIV/0!
#DIV/0!
#DIV/0!

9
#DIV/0!
#DIV/0!
#DIV/0!

10
#DIV/0!
#DIV/0!
#DIV/0!

11
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

12
#DIV/0!
#DIV/0!
#DIV/0!

13
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

Q2 Goal
100%
100%
5.99%
19.5
80%
80
10%

Q2 QTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

May Goal
100%
100%
5.99%
19.5
80%
80
10%

#DIV/0!
#DIV/0!
-

Week lag
Week lag
Week lag

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

29.98
#DIV/0!
#DIV/0!
$

27.86
77.00%
9.00%
-

53,846
80%
81%
58.3%

May MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

Jun Goal
100%
100%
5.99%
19.5
80%
80
10%

Jun MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

27.86
77.00%
9.00%
-

Jul MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!
$

Jul Goal
100%
100%
5.99%
19.5
80%
80
10%

53,846
80%
81%
58.3%

30.68
#DIV/0!
#DIV/0!
$

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

N/A
#DIV/0!
#DIV/0!
$

14
#DIV/0!
#DIV/0!
#DIV/0!

15
#DIV/0!
#DIV/0!
#DIV/0!

16
#DIV/0!
#DIV/0!
#DIV/0!

17
#DIV/0!
#DIV/0!
#DIV/0!

18
#DIV/0!
#DIV/0!
#DIV/0!

19
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

20
#DIV/0!
#DIV/0!
#DIV/0!

21
#DIV/0!
#DIV/0!
#DIV/0!

22
#DIV/0!
#DIV/0!
#DIV/0!

23
#DIV/0!
#DIV/0!
#DIV/0!

24
#DIV/0!
#DIV/0!
#DIV/0!

25
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

26
#DIV/0!
#DIV/0!
#DIV/0!

Q3 Goal
100%
100%
5.99%
19.5
80%
80
10%

#DIV/0!

Q3 QTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

Aug Goal
100%
100%
5.99%
19.5
80%
80
10%

#DIV/0!
#DIV/0!

Aug MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

Week lag
Week lag
Week lag

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

29.98
#DIV/0!
#DIV/0!
$

27.86
77.00%
9.00%
-

53,846
80%
81%
58.3%

#DIV/0!
#DIV/0!
#DIV/0!
$

Sep Goal
100%
100%
5.99%
19.5
80%
80
10%

Sep MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

Oct Goal
100%
100%
5.99%
19.5
80%
80
10%

Oct MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

28
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

30.68
#DIV/0!
#DIV/0!
$

27
#DIV/0!
#DIV/0!
#DIV/0!

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

N/A
#DIV/0!
#DIV/0!
$

#DIV/0!
#DIV/0!
#DIV/0!
-

#DIV/0!
#DIV/0!
#DIV/0!

29
#DIV/0!
#DIV/0!
#DIV/0!

30
#DIV/0!
#DIV/0!
#DIV/0!

31
#DIV/0!
#DIV/0!
#DIV/0!

32
#DIV/0!
#DIV/0!
#DIV/0!

33
#DIV/0!
#DIV/0!
#DIV/0!

34
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

35
#DIV/0!
#DIV/0!
#DIV/0!

36
#DIV/0!
#DIV/0!
#DIV/0!

37
#DIV/0!
#DIV/0!
#DIV/0!

38
#DIV/0!
#DIV/0!
#DIV/0!

39
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

Q4 Goal
100%
100%
5.99%
19.5
80%
80
10%

Week lag
Week lag
Week lag

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

Q4 QTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

Nov Goal
100%
100%
5.99%
19.5
80%
80
10%

#DIV/0!
#DIV/0!

Nov MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

27.86
77.00%
9.00%
-

Dec MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

29.98
#DIV/0!
#DIV/0!
$

Dec Goal
100%
100%
5.99%
19.5
80%
80
10%

53,846
80%
81%
58.3%

#DIV/0!
#DIV/0!
#DIV/0!
$

27.86
77.00%
9.00%
-

53,846
80%
81%
58.3%

30.68
#DIV/0!
#DIV/0!
$

Jan Goal
100%
100%
5.99%
19.5
80%
80
10%

Jan MTD
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!

27
#DIV/0!
#DIV/0!
#DIV/0!

28
#DIV/0!
#DIV/0!
#DIV/0!

29
#DIV/0!
#DIV/0!
#DIV/0!

30
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

27.86
77.00%
9.00%
$

53,846
80%
81%
58.3%

N/A
#DIV/0!
#DIV/0!
$

#DIV/0!
#DIV/0!
#DIV/0!
-

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

31
#DIV/0!
#DIV/0!
#DIV/0!

32
#DIV/0!
#DIV/0!
#DIV/0!

33
#DIV/0!
#DIV/0!
#DIV/0!

34
#DIV/0!
#DIV/0!
#DIV/0!

35
#DIV/0!
#DIV/0!
#DIV/0!

36
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

37
#DIV/0!
#DIV/0!
#DIV/0!

38
#DIV/0!
#DIV/0!
#DIV/0!

39
#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

#DIV/0!
#DIV/0!
#DIV/0!

Week lag
Week lag
Week lag

FROM LA SCORECARD
AHT (mins)
Calls Plan
Calls offered
Calls handled
Inbound Time
Inbound HC
Outbound Time
AMPR (mins)
Log RR (%)

40
20.82
7,709
8,083
6,820
141,964
104
15,143
30.70
75.04%

41
19.88
9,120
7,830
7,414
147,427
101
16,683
29.17
75.89%

42
19.94
8,682
7,779
7,351
146,599
94
18,781
29.32
76.74%

43
18.83
7,812
7,473
7,116
133,996
92
15,623
28.87
72.82%

AMPR ANALYSIS
Calls Plan
Calls offered
Calls handled
Log RR (%)
AHT (mins)
AMPR (mins)

40
7,709
8,083
6,820
75.04%
20.82
30.70

41
9,120
7,830
7,414
75.89%
19.88
29.17

42
8,682
7,779
7,351
76.74%
19.94
29.32

43
7,812
7,473
7,116
72.82%
18.83
28.87

AMPR & AHT vs Call Arriv

10,000
9,000

30.70
29.17

29.32

19.88

19.94

8,000
7,000
6,000

20.82
5,000

4,000
3,000

7,351

7,779

8,682

7,414

7,830

9,120

6,820

8,083

1,000

7,709

2,000

40

41
Calls Plan

42
Calls offered

RECARD
44
19.92
7,786
7,682
7,027
139,968
117
14,860
29.67
74.27%

45
20.64
7,485
6,797
6,525
134,708
121
15,089
30.88
74.34%

46
20.22
7,485
7,323
6,832
138,109
120
17,914
31.62
72.23%

44
7,786
7,682
7,027
74.27%
19.92
29.67

45
7,485
6,797
6,525
74.34%
20.64
30.88

46
7,485
7,323
6,832
72.23%
20.22
31.62

47
20.34
6,364
4,880
4,715
95,905
117

48
20.47
5,404
5,465
4,875
99,794
117

49
21.04
10,038
8,329
7,588
159,651
117

27.46
74.08%

27.11
75.51%

28.48
73.88%

YSIS

MPR & AHT vs Call Arrival

35.00

28.87

29.67

30.88

31.62
30.00

25.00

20.00

18.83

19.92

20.64

20.22

18.83
15.00

10.00

6,832

7,323

7,485

6,525

6,797

7,485

7,027

7,682

7,786

7,116

7,473

7,812

5.00

0.00

43
Calls handled

44
AHT (mins)

45
AMPR (mins)

46

50
20.67
9,287
7,915
7,529
155,621
109
N/A

51
20.15
9,591
8,084
7,831
157,777
106
N/A

52
19.17
9,033
7,787
7,668
146,979

N/A

8,248
7,433
7,304
147,071

N/A

As we can see our AMPR is directly

proportional to our AHT.
If AHT increases so does AMPR.

Service Level (%)

AMPR (mins)
CE (%)

40
76.05%
30.70
69.62%

41
90.27%
29.17
66.06%

42
90.37%
29.32
62.86%

43
91.50%
28.87
65.17%

SL & CE vs A
100.00%
90.00%
80.00%

30.70

70.00%
60.00%
50.00%

29.32

29.17

40.00%

28.87

30.00%
20.00%
10.00%
0.00%
40

40
Calls Plan
Calls offered
Calls handled

41

41
7,709
8,083
6,820

42

43

42
9,120
7,830
7,414

43
8,682
7,779
7,351

7,812
7,473
7,116

Call Arrival Analys

12,000

10,000
8,083
8,000

7,830

7,779

7,473

7,682

7,323

7,830
8,000

7,473

7,682

7,323

6,797
7,414

6,000

7,779

6,820

7,351

7,116

7,027

6,832

6,525

9,120

8,682

7,812

7,786

7,485

7,485

2,000

7,709

4,000

40

41

42

43

44

45

46

Calls Plan

Offered (%)
Handled (%)
Calls Plan

40
104.85%
88.47%
7,709

41
85.86%
81.29%
9,120

42
89.60%
84.67%
8,682

Calls offered

43
95.66%
91.09%
7,812

120.00%
104.85%
95.66%

100.00%
85.86%
80.00%

88.47%
81.29%

98.66%

97.84%
90.81%

89.60%
91.09%

90.25%

43

44

84.67%

87.17%

91.28%

60.00%

40.00%

20.00%

0.00%
40

41

42

Calls Plan

45

46
Offered (%)

44
83.77%
29.67
69.74%

45
92.13%
30.88
68.85%

46
90.76%
31.62
62.67%

47
94.49%
27.46
75.68%

48
81.12%
27.11
79.03%

49
81.91%
28.48
68.83%

SL & CE vs AMPR
32.00

31.62

31.50
30.88

31.00
30.50
30.00

29.67

29.50

Service Level (%)

CE (%)
AMPR (mins)

28.87

29.00
28.50
28.00
27.50
44

45

44

46

45
7,786
7,682
7,027

46
7,485
6,797
6,525

7,485
7,323
6,832

47
6,364
4,880
4,715

Arrival Analysis

8,329
7,323

7,915

8,084

7,787

48
5,404
5,465
4,875

49
10,038
8,329
7,588

7,915

7,787

7,323
7,588

5,465

6,832

7,831

7,529

7,668

4,880
4,875

7,485

6,364

5,404

10,038

9,287

9,591

9,033

4,715

46

47

48

49

50

51

52

Calls offered

Calls handled

44
98.66%
90.25%
7,786

45
90.81%
87.17%
7,485

46
97.84%
91.28%
7,485

47
76.68%
74.09%
6,364

12,000
101.13%

97.84%

91.28%

10,000
82.97%
76.68%

85.23%

84.29%

81.07%

81.65%

86.21%

90.21%
84.89%

8,000

75.59%

74.09%

6,000

4,000

2,000

46
Offered (%)

47

48
Handled (%)

49

50

51

52

48
101.13%
90.21%
5,404

49
82.97%
75.59%
10,038

50
90.45%
N/A
76.92%

50
9,287
7,915
7,529

51
93.91%
N/A
71.43%

51
9,591
8,084
7,831

52
97.55%
N/A
72.97%

52
9,033
7,787
7,668

1
97.16%
N/A
N/A

50
85.23%
81.07%
9,287

51
84.29%
81.65%
9,591

52
86.21%
84.89%
9,033