1. RFC Assigned to SD % Escalated Star Web Walk‐Up On‐Call Other Leads Sev 1 Sev2
5,152 1,385 18.1% 0 518 56 34 118 16 0 16
27.00 Calls Offered Opened Planned ASA Target
Apr‐15 6,812 8,087 7,519 18 30
May‐15 4,255 5,484 7,713 15 30
Jun‐15 6,557 7,690 7,927 31 30
Jul‐15 4,541 6,753 8,034 15 30
Aug‐15 5,403 7,963 8,088 20 30
Sep‐15 5,869 8,611 8,141 25 30
Oct‐15 5,814 8,057 8,248 30 30
Nov‐15 4,713 6,164 8,355 23 30
Dec‐15 7,950 9,643 8,463 57 30
Jan‐16 9,604 11,424 12,224 87 30
Feb‐16 9,331 11,198 10,101 71 30
Mar‐16 8,444 10,180 10,336 34 30
Apr‐16 6,642 7,978 8,593 29 30
May‐16
Escalations
1,441
8,998April‐16
Select Month: Tickets Planned For Next Month
Phone Calls
6,395
E‐mails
1,096
Last 12 Months ‐ Incident Volume & Average Speed of Answer
High Priority Incidents
16
Interactions Opened
7,978
Overview Data Input
0
20
40
60
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100
120
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200
0
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4,000
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14,000
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
ASA 18 15 31 15 20 25 30 23 57 87 71 34 29
Calls In 6,812 4,255 6,557 4,541 5,403 5,869 5,814 4,713 7,950 9,604 9,331 8,444 6,642
Opened 8,087 5,484 7,690 6,753 7,963 8,611 8,057 6,164 9,643 11,424 11,198 10,180 7,978
Planned 7,519 7,713 7,927 8,034 8,088 8,141 8,248 8,355 8,463 12,224 10,101 10,336 8,593
Target 30 30 30 30 30 30 30 30 30 30 30 30 30

2. Sev1 Sev2 Leads
Apr‐15 0 12 21
May‐15 0 4 18
Jun‐15 0 13 25
Jul‐15 0 15 21
Aug‐15 0 26 32
Sep‐15 0 20 20
Oct‐15 0 32 32
Nov‐15 0 10 15
Dec‐15 0 16 33
Jan‐16 0 15 30
Feb‐16 0 16 24
Mar‐16 0 7 9
Apr‐16 0 16 16
Calls / EmployeeTickets / Emp
Apr‐15 1.8 2.1
May‐15 1.2 1.5
Jun‐15 1.8 2.1
Jul‐15 1.2 1.8
Aug‐15 1.4 2.1
Sep‐15 1.5 2.3
Oct‐15 1.5 2.1
Nov‐15 1.2 1.6
Dec‐15 2.0 2.4
Jan‐16 2.2 2.7
Feb‐16 2.0 2.5
Mar‐16 1.8 2.2
Apr‐16 1.4 1.7
Last 12 Months ‐ Incidents per Employee
Last 12 Months ‐ Leads and High Priority Incidents
0
10
20
30
40
50
60
70
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Sev1 0 0 0 0 0 0 0 0 0 0 0 0 0
Sev2 12 4 13 15 26 20 32 10 16 15 16 7 16
Leads 21 18 25 21 32 20 32 15 33 30 24 9 16
0.0
0.5
1.0
1.5
2.0
2.5
3.0
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Calls per Employee 1.8 1.2 1.8 1.2 1.4 1.5 1.5 1.2 2.0 2.2 2.0 1.8 1.4
Tickets per Employee 2.1 1.5 2.1 1.8 2.1 2.3 2.1 1.6 2.4 2.7 2.5 2.2 1.7

3. # of AnalystsUsers per Analyst Users
Apr‐15 18.5 209 3863
May‐15 15 246 3687
Jun‐15 16 232 3714
Jul‐15 15 250 3753
Aug‐15 16 236 3773
Sep‐15 16 238 3801
Oct‐15 15 260 3895
Nov‐15 18 216 3892
Dec‐15 17 239 4059
Jan‐16 17 252 4280
Feb‐16 17 269 4569
Mar‐16 17 273 4643
Apr‐16 12 387 4643
Last 12 Months ‐ Users per Analyst
Apr‐15 May‐15 Jun‐15 Jul‐15 Aug‐15 Sep‐15 Oct‐15 Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16
Users per Analyst 209 246 232 250 236 238 260 216 239 252 269 273 387
# of Analysts 18.5 15 16 15 16 16 15 18 17 17 17 17 12
0
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8
10
12
14
16
18
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100
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200
250
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450