Volume Products (Volume)

CS Incidents - Volume Products - Weekly Vol Raised Closed CS Incidents - Volu

500 451 300
439 444
450 407
400 365 376 383 363
347 349 341 360 250
350 300 308
300
250 200
200
150 150
100
229
50 100 205
0
19 19 19 19 19 19 19
/ 20 / 20 / 20 / 20 / 20 / 20 / 20 50
6 6 6 7 7 7 7
/0 /0 /0 /0 /0 /0 /0
14 21 28 05 12 19 26
0
Clos ed Li near (Clos ed) 43630 43637
Rai s ed Li near (Rai s ed)

Volume Products (Speed)

% Of Cases Closed within 48 Hours (Weekly) - Volume Products CS Incidents - A

1 0.06
0.054352337
0.95 0.9452054795 0.953002611 0.9472222222
0.9337175793 0.9266666667 0.05
0.9144144144 0.9188311688
0.9

0.85 0.04

0.8
0.03
0.75 0.02529

0.7
0.02
0.65

0.6 0.01
43630 43637 43644 43651 43658 43665 43672
Column AH Column AI 0

All Products (Volume)

CS Incidents - All Products - Weekly Vol Raised Closed CS Inciden
900
1200
800 724 736
696 690 687
700 639 1000
611 622
588 573
600 558 533
493 800
500 431
 CS Incidents - All Products - Weekly Vol Raised Closed CS Inciden
900
1200
800 724 736
696 690 687
700 639 1000
611 622
588 573
600 558 533
493 800
500 431
400 600
300
200 400
100 56
494
200
0
14/06/2019 21/06/2019 28/06/2019 05/07/2019 12/07/2019 19/07/2019 26/07/2019
0
Clos ed Li nea r (Cl os ed) Li near (Clos ed) 43630 436
Li near (Clos ed) Rai s ed Li near (Rai s ed)

All Products (Speed)

% Of Cases Closed within 48 Hours (Weekly) - All Products CS Inciden
1 0.12

0.95
0.9211469534
0.9 0.89511494250.9118198874 0.1
0.85 0.860040568
0.82373472950.8392282958
0.8
0.7703016241 0.08
0.75
0.0654916773
0.7 0.06
0.06
0.65
0.6
0.55 0.04

0.5
0 7 4 1 8 5 2
363 363 364 365 365 366 367 0.02
4 4 4 4 4 4 4
Col umn R Col umn S
0
 CS Incidents - Volume Products- Weekly Incidents Workstack CS Incidents Raised - Volu
300 1400

250 1180
1200
1027
200 1000
888
810
150 800
277
243 247
229 220
100 205 600
171
4
50 400 376 349 341

0 200
43630 43637 43644 43651 43658 43665 43672
Col umn G Col umn H
0

CS Incidents - Average Close Cycle Time Weekly - Volume Products Volume Product CS Inciden
0.06
120
0.054352337

100
0.05
0.0458991429
0.0432422174 80
0.04
0.0352513905 0.036334333 60

0.0291916233 40
0.03
0.0252974606
20
0.02 0
14/06/2019 21/06/2019 28/06/2019

0.01
Tota l Es cal ated
Ticket
Tickets Fai l ed 24 H
0 Ta rget %

CS Incide
CS Incidents - All Products- Weekly Incidents Workstack
1400
1200

1200 1145
1000 1075
10
1000
800
800
 CS Incide
CS Incidents - All Products- Weekly Incidents Workstack
1400
1200

1200 1145
1000 1075
10
1000
800
800
600 639 611
930 600
400 810 768
696 735
567 400
494
200
200
0
43630 43637 43644 43651 43658 43665 43672
0
Col umn F Col umn G 2018 2019 2018 2019 20

CS Incidents - Average Close Cycle Time Weekly - All Products All CS Incidents -
0.12 120
0.1045509532 100
0.0999213346
0.1 80

0.082139027
60
0.08 40
0.0654916773 20
0.0605060523
0.06 0
9 9
0.0476527135
01 01 01
0.043871235
6/2 6/2 6/2
0.04 / 0 /0 /0
14 21 28
Tota l Es cal ated
0.02 Ticket
Tickets Fai l ed
Target %
0
 CS Incidents Raised - Volume Products YoY CS Incidents - Raised volume by produ
500
450
400
1027 350
300
888 903
810 800 250
785
200
150
100
451 439
6 407 50
349 341 363
0
14/06/2019 21/06/2019 28/06/2019 05/07/2019 12/07/2019
NGA - FTTC WLR - PSTN LLU - SMPF
WLR - ISDN2 Other NGA - FTTP

Volume Product CS Incidents - % of Escalations Closed within 24 hrs CS Incidents Closed within 48hrs - 6
20 100% 900 854 837
00 90% 800
80%
80 700
70%
60 600
60%
40 500
50%
393
20 40% 400

0 30% 300
14/06/2019 21/06/2019 28/06/2019 05/07/2019 12/07/2019 19/07/2019 26/07/2019
Tota l Es cal ated Tota l Ti ckets Pa s s ed 24HR SLA 200
Ticket 120
100 7
Tickets Fai l ed 24 Hr SLA Pas s %
Ta rget % 0

CS Incidents Raised - All Products YoY CS Incidents - Raised vo

1400 800

1200 1145 700

1075
1024 600
1000 913
892 500
816 810
800 736 400
 CS Incidents Raised - All Products YoY CS Incidents - Raised vo
1400 800

1200 1145 700

1075
1024 600
1000 913
892 500
816 810
800 724 736 400
690 687
639 611 588 300
600
200
400 100

200 0
14/06/2019 21/06/2019 28/06/2019 05/07/2
Ethernet NGA - FTTC W
0
2018 2019 2018 2019 2018 2019 2018 2019 2018 2019 2018 2019 2018 2019 WLR - ISDN2 Other N

All CS Incidents - % of Escalations Closed within 24 hrs CS Incidents Closed within 48hr
120 100% 1200
95% 1031
100 90%
85% 1000
80
80% 837 828
60 75% 800
70%
40 65%
20 60% 600
55%
0 50% 3
9 9 9 9 9 9 9 400
01 01 01 01 01 01 01
6/2 6/2 6/2 7/2 7/2 7/2 7/2
/ 0 /0 /0 /0 /0 /0 /0 200
14 21 28 05 12 19 26
Tota l Es cal ated Tota l Ti ckets Pa ss ed 24HR SLA 0
Ticket
Tickets Fai l ed 24 Hr SLA Pas s % NGA - FTTC WLR - PSTN
Target % WLR - ISDN2 Other
nts - Raised volume by product

/06/2019 05/07/2019 12/07/2019 19/07/2019 26/07/2019

FTTC WLR - PSTN LLU - SMPF
ISDN2 Other NGA - FTTP

dents Closed within 48hrs - 6 weeks total by products

4 837

NGA - FTTC
WLR - PSTN
LLU - SMPF
WLR - ISDN2
393 Other
NGA - FTTP

120
77 61

CS Incidents - Raised volume by product

 CS Incidents - Raised volume by product

19 21/06/2019 28/06/2019 05/07/2019 12/07/2019 19/07/2019 26/07/2019

Ethernet NGA - FTTC WLR - PSTN LLU - SMPF
WLR - ISDN2 Other NGA - FTTP

Incidents Closed within 48hrs - 6 weeks total by products

1031

837 828

393

120 103
61

NGA - FTTC WLR - PSTN Ethernet LLU - SMPF

WLR - ISDN2 Other NGA - FTTP