1. ITClientServices
2014 2015
Janua..Febru..March April May June July AugustSepte..Octob..Nove..Dece..Janua..Febru..March
9.00
9.50
10.00
Avg.Csat
0
20
40
Avg.MTTR-
Day
0K
1K
2K
Volume
9.809.819.83
9.98
9.77
9.96
9.76
9.73
9.689.68
9.90
9.70TargetCSAT
9.76
9.85
9.55
TargetCSAT
47.65
21.40
22.31
8.88 8.20
6.805.30
4.88
34.12
33.67
2.160.90
1,076
1,202
173
827
476
656
820
184
394
864
384
591
TargetMTTR 1.13 1.011.54
1,789
1,626
527
TargetMTTR
TechCafe
2014 2015
Janua..Febru..March April May June July AugustSepte..Octob..Nove..Dece..Janua..Febru..March
9.0
9.5
10.0
Avg.Csat
0
20
40
60
Avg.MTTR-..
0K
1K
2K
Volume
9.88
9.66
9.66 9.66
9.44
9.67
9.609.59
9.59
9.71
9.55
9.76
TargetCSAT
9.58
9.61
9.49
TargetCSAT
67.49
33.82
66.97
36.98
15.2014.60
13.7711.67
10.06 1.82 1.84
49.071,8841,915
1,656
1,893
2,077
1,717 1,582
1,752
1,380
2,401
1,261
528
TargetMTTR 2.65 2.37 3.28
2,014
1,601
377
OfficeVisits
ResolveDate
All
2014 2015
January February March April May June July August September October November December January February March
9.00
9.50
10.00
Avg.Csat
0
20
40
60
Avg.MTTR-
Day
0K
1K
2K
3K
4K
Volume
9.92
9.70
9.68
9.68
9.71
9.65
9.54
9.73 9.63
9.63 9.62
9.79
TargetCSAT
9.66
9.71
9.55
61.12
30.55
32.68
53.85
13.36 12.48
12.26
11.24
9.80 1.43 1.96
43.31
2,309 2,238
2,579
2,969
2,193 2,247
3,086
2,574
2,2442,261 2,081
912
TargetMTTR 1.962.15 1.72
3,640
3,390
904
ITCS
TechCafe
All
TechCafeTechnician
All
OfficeVisitQueues
All
OfficeVisitTechician
All
ITCSRegion
All
ITCSQueues
All
ITCSTechnician
All