CSA Level 3 Results by Class

Click 60, 90 Day subtitle style 30, to edit Master

October 2012

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Overall Class Comparison

Number of Monthly Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Daily Calls

Average of Monthly Claims

12 10 8 6 4 2 0
2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Average of Daily Claims

12 10 8 6 4 2 0

Overall Class Comparison

Average of Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Offline %

Average of QAR Score

12 10 8 6 4 2 0
2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Average of AHT
12 10 8 6 4 2 0

Class Graduation: April 18, 2012

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: The number of daily and monthly claims has gone up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 18, 2012

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: The number of daily and monthly calls has gone up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 18, 2012

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

The average handling times and offline percentages have gone down as the new hires understand their roles better. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 18, 2012

Average of Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

QAR scores could not be reported as they were not ready by time of report.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: February 24, 2012

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: The number of daily claims has gone up over time. (June 2012 numbers were low due to fires?) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: February 24, 2012

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: (June 2012 numbers were low due to fires?) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: February 24, 2012

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

(June 2012 numbers were low due to fires?) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: February 24, 2012

Average Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

Some QAR scores could not be reported as they were not ready by time of report. (June 2012 numbers were low due to fires?) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: November 29, 2011

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: The number of daily claims has gone up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: November 29, 2011

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: Average number of daily calls have gone down. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: November 29, 2011

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: November 29, 2011

Average Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

Average QAR score went down over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: October 11, 2011

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: The number of daily claims has gone up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: October 11, 2011

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: Average number of daily calls have gone down. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: October 11, 2011

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: October 11, 2011

Average Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

Average QAR score went up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: July 27, 2011

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: The number of daily claims has gone up over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: July 27, 2011

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: Average number of daily calls have gone up over time. (For some reason the data for this class is duplicate for 30 and 60 days) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: July 27, 2011

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

(For some reason the data for this class is duplicate for 30 and 60 days) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: July 27, 2011

Average Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

Average days worked went up over time. Average QAR score went down over time. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 11, 2011

Average of Daily Claims
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Claims

Average Claims: Data wasnt recorded for 30 days after the class graduation. (The data was the same for 60 and 90 days of monthly claims) Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 11, 2011

Average of Daily Calls
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average of Monthly Calls

Average Calls: Average number of daily calls have gone up over time. Data wasnt recorded for 30 days after the class graduation. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 11, 2011

Average Handling Time
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average Offline Percentage

Data wasnt recorded for 30 days after the class graduation. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary

Class Graduation: April 11, 2011

Average Days Worked
12 10 8 6 4 2 0 12 10 8 6 4 2 0

Average QAR Score

Data wasnt recorded for 30 days after the class graduation. Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange Confidential and proprietary