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    reachmastershashu2008
    Over 30,000 tickets were received by email in June, of which 97.7% were resolved and 2.3% remained pending with the product engineering team. The average first response time for emails was 3 hours and 50 minutes, excluding time spent on leave or holidays. The average resolution time was 6 hours and 15 minutes, excluding time spent on leave or holidays. By calls, over 15,000 calls were received, of which 89% were answered and 94.3% were resolved during the call. The average wait time in the queue was 14 seconds and the average call resolution time was 235 seconds.

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    Presentation 1

    Uploaded by

    reachmastershashu2008
    8 views1 page
    Over 30,000 tickets were received by email in June, of which 97.7% were resolved and 2.3% remained pending with the product engineering team. The average first response time for emails was 3 hours and 50 minutes, excluding time spent on leave or holidays. The average resolution time was 6 hours and 15 minutes, excluding time spent on leave or holidays. By calls, over 15,000 calls were received, of which 89% were answered and 94.3% were resolved during the call. The average wait time in the queue was 14 seconds and the average call resolution time was 235 seconds.

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    Over 30,000 tickets were received by email in June, of which 97.7% were resolved and 2.3% remained pending with the product engineering team. The average first response time for emails was 3 hours and 50 minutes, excluding time spent on leave or holidays. The average resolution time was 6 hours and 15 minutes, excluding time spent on leave or holidays. By calls, over 15,000 calls were received, of which 89% were answered and 94.3% were resolved during the call. The average wait time in the queue was 14 seconds and the average call resolution time was 235 seconds.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    8 views1 page

    Presentation 1

    Uploaded by

    reachmastershashu2008
    Over 30,000 tickets were received by email in June, of which 97.7% were resolved and 2.3% remained pending with the product engineering team. The average first response time for emails was 3 hours and 50 minutes, excluding time spent on leave or holidays. The average resolution time was 6 hours and 15 minutes, excluding time spent on leave or holidays. By calls, over 15,000 calls were received, of which 89% were answered and 94.3% were resolved during the call. The average wait time in the queue was 14 seconds and the average call resolution time was 235 seconds.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 1

    -2616073310770286304

    June UHD Email & Call Dashboard


    Email Data %age Calls Data %age
    Ticket Received 30206 Calls Received 15165
    Ticket Resolved 29500 97.7% Answered 13484 89%
    Ticket Pending With PE 706 2.3% Resolved on call 12520 94.3%

    Within SLA 29413 97.4% Ticket Pending with PE 759 5.7%


    Resolved by Bot 1583 5.2% Total Drop calls 1011 6.7%
    14.19
    Average First Response time excluding AOH 3 Hrs 50 Min Average Queue time Sec

    Average Resolution Time 6.15 hrs Excl. 1 Day 23hrs Average resolution time/Call Length 235 Sec
    AOH Incl. AOH

    % of Email per associate 10% % of call per associate 5%

    Email per Associate 1:10 Calls per Associate 1:20

    Exited Employee 4332 14.68% Exited Employee 3283 24.35%

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