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Global Co.Customer ServicesMonth End Report
Customer Services                                             DashboardIP MPLS Network Availability    3    99.980%   99.9...
IP MPLS Network Availability                                                                    Internal Problem Tickets -...
Network Availability By Service                                            Six-Month Trend              100.000%          ...
MTTR Trend for Network Services                                              "Out of Service" Customer Problem Tickets    ...
Outage Duration Trend for Network Services                                                    "Out of Service" Customer Pr...
Work Order Volume & % On Time Performance                                                    Install & Non Install Orders1...
Work Order % On Time & Cycle Time Detail                                                              November 2010       ...
Lateness Of Completed Install Orders                                            1-5 Days   6-10 Days   11-20 Days       21...
Created Work Order Volume By Action Type                   1200                   1000# of Work Orders                   8...
Global Calls Answered / Abandon Rate %                       4800                                                         ...
Closed Ticket Statistics By Product November 2010                                             All Closed Tickets AssignedA...
Closed Tickets by Priority                  14000                                                                         ...
Regional Statistics  By Country
Asia Pacific - Install Work Order % On Time & CT PerformanceWOLI Install Country        No Yes Grand Total       % On Time...
Asia Pacific - Global MTTR PerformanceAssigned to Region       Asia Pacific                       Assigned to Region      ...
EMEA - Install Work Order % On Time & CT PerformanceWOLI Install Country   No Yes Grand Total       % On Time    Cycle Tim...
EMEA - Global MTTRAssigned to Region    EMEA                            Assigned to Region    EMEA                        ...
Latin America & Canada - Install Work Order % On Time & CT Performance               WOLI Install Country   No Yes Grand T...
Latin America & Canada - Global MTTR PerformanceAssigned to Region       Latin America & Canada             Assigned to Re...
United States - Install Work Order % On Time & CT Performance            WOLI Install Country   No Yes Grand Total       %...
United States - Global MTTR Performance Assigned to Region       United States                      Assigned to Region    ...
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Global Co Telecom faux KPI Scorecard

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This is just a basic representation of a scorecard tracking KPI's throughout the Customer Services organization.

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Global Co Telecom faux KPI Scorecard

  1. 1. Global Co.Customer ServicesMonth End Report
  2. 2. Customer Services DashboardIP MPLS Network Availability 3 99.980% 99.997% IP Network Availability was above Target again in .Customer Problem MTTR (hours) 5 2.00 1.73 Mean Time To Repair achieved Target again this month.Install Order % On Time 8 95% 95.54%Performance nstall Order % On Time exceeded Target.Global Call Abandon Rate 11 2.0% 3.7% This months Call Abandon result suffered from several NGCC issues including issues with conectivity.
  3. 3. IP MPLS Network Availability Internal Problem Tickets - Isolated (Target: 99.980%) 100.000 99.999 99.999 99.999 99.998 99.999 99.997 99.996 99.994 99.984 99.97899.960 99.965 99.90699.880 99.83299.80099.72099.64099.56099.480 99.46899.400 Ticket -> Counts 5 7 35 88 56 60 30 35 4 2 4 7 3 7 4 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
  4. 4. Network Availability By Service Six-Month Trend 100.000% 99.900% 99.800% 99.700%% Available 99.600% 99.500% 99.400% 99.300% 99.200% 99.100% 99.000% ATM ITS/DIA Frame-Relay IP Jun-10 99.995% 100.000% 99.990% 99.999% Jul-10 99.990% 100.000% 99.993% 99.996% Aug-10 99.965% 99.985% 100.000% 99.998% Sep-10 99.883% 99.999% 99.997% 99.984% Oct-10 99.991% 100.000% 99.997% 99.999% Nov-10 100.000% 99.997% 99.998% 99.997% Target 99.980% 99.980% 99.980% 99.980%
  5. 5. MTTR Trend for Network Services "Out of Service" Customer Problem Tickets 5000 2.50 4000 2.00 MTTR In Hours Ticket Count 3000 1.50 2000 1.00 1000 0.50 0 0.00 4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10Total Customer Tickets 4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348MTTR In Hours 1.85 1.87 2.05 1.96 1.94 1.37 1.64 1.65 1.79 1.76 1.68 1.64 1.98 1.69 1.73MTTR Target 3.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0
  6. 6. Outage Duration Trend for Network Services "Out of Service" Customer Problem Tickets 6000 12.00 5000 10.00 Outage Duration In Hours 4000 8.00 Ticket Count 3000 6.00 2000 4.00 1000 2.00 0 0.00 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10Total Customer Tickets 4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348OD In Hours 9.22 7.67 7.77 7.49 7.34 6.45 7.86 7.63 7.62 8.37 7.36 8.65 7.90 7.97 8.82OD Target 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50
  7. 7. Work Order Volume & % On Time Performance Install & Non Install Orders1200 100%1100 95% Non Installs Completed1000 90%900 85% Installs Completed800 80%700 75% Non Install % On Time 763 885 70% 813600 787 724 723 808 684 % On Time for 625500 65% 658 632 All Orders 616 614 590 579400 60% Install On300 55% Time %200 50% Non-Install 233 209 Target 92% 196 188 176 179 170 45% 167100 151 153 149 143 142 142 112 0 40% Install Target 996 933 989 975 801 730 851 758 739 902 1055 756 821 785 920 92% Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
  8. 8. Work Order % On Time & Cycle Time Detail November 2010 Install Work Orders Install Order Cycle TimeWOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) WOLI WO Group Grand Total Cycle Time (Days)HQ1 5 105 110 95.45% HQ1 72 51RAS 0 2 2 100.00% RAS 2 38Grand Total 5 107 112 95.54% Grand Total 74 51 Non Install Work Orders Install Order Cycle TimeWOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) FOA Grand Total Cycle Time (Days)HQ1 46 670 716 93.58% 1-5 Days 1 54RAS 0 92 92 100.00% 11-20 Days 1 83Grand Total 46 762 808 94.31% 21-30 Days 1 132 >30 Days 1 191 All Work Orders On Time 70 47WOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) Grand Total 74 51HQ1 51 775 826 93.83%RAS 0 94 94 100.00%Grand Total 51 869 920 94.46%
  9. 9. Lateness Of Completed Install Orders 1-5 Days 6-10 Days 11-20 Days 21-30 Days Over 30 Days 10 8 2 3 3 1# of Late Orders 6 6 1 1 3 1 4 4 2 0 2 2 3 3 1 1 1 3 2 0 0 2 0 0 1 1 1 1 1 0 0 2 2 2 0 2 0 2 0 0 0 0 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 0 0 8 8 2 9 5 9 6 2 4 3 2 2 1 4 5 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
  10. 10. Created Work Order Volume By Action Type 1200 1000# of Work Orders 800 600 400 200 0 971 938 822 749 710 866 994 890 832 800 1022 749 789 966 973 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Unspecified 18 6 20 7 6 9 18 6 4 4 5 6 4 3 4 Delete 346 387 251 303 235 381 409 377 315 305 455 231 277 481 505 Update 282 258 247 219 184 224 308 298 219 227 210 195 165 189 193 Add 325 287 304 220 285 252 259 209 294 264 352 317 343 293 271 Trend 855 857 860 862 864 867 869 871 874 876 878 881 883 885 888
  11. 11. Global Calls Answered / Abandon Rate % 4800 8.0% 4200 7.0% 3600 6.0% Number Of Calls 3000 5.0% Abandon Rate % 2400 4.0% 1800 3.0% 1200 2.0% 600 1.0% 0 0.0% Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10No. of calls 4238 4073 3534 3855 1721 1940 2433 2016 2083 2135 2236 2090 2397 2156 2206Aban. Rate 3.0% 3.3% 2.6% 2.5% 1.7% 1.3% 3.2% 2.4% 3.3% 5.4% 5.0% 5.4% 2.9% 3.8% 3.7%Abandon Rate Goal 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%
  12. 12. Closed Ticket Statistics By Product November 2010 All Closed Tickets AssignedAll Closed Tickets 1st Level To GTS (2nd Level) QUAL 1 (blank) QUAL 1 (Multiple Items) QUAL 3 (All) QUAL 3 (All) Count of Ticket # Count of Ticket # Product Group Total Product Group Total atm 60 atm 1 frame relay 324 frame relay 5 global connect 3 global connect 2 internal systems 6 internal systems 1 internet 35 internet 5 internet transit services 1 ip 379 ip 7524 messaging 3 messaging 20 mms 7 mms 121 other 5 other 118 perspexion 8 perspexion 20 security services 12 security services 46 wras 5 wras 6 mobile data services 2 mobile data services 12 mms bt voice 1 x.25 7 sitewise 1 mms bt voice 1 Grand Total 437 Grand Total 8304 5.3% To 2nd Level
  13. 13. Closed Tickets by Priority 14000 96.7% 12000 96.2% 10000 95.7% Ticket Count 8000 95.2% 6000 94.7% 4000 94.2% 2000 93.7% 0 93.2% 12230 12000 11730 9742 11531 9380 11164 9874 9531 10166 9807 9334 9622 8909 8741 Sep- Oct-09 Nov- Dec- Jan-10 Feb- Mar- Apr- May- Jun-10 Jul-10 Aug- Sep- Oct-10 Nov- 09 09 09 10 10 10 10 10 10 10Information Only 6223 6099 6370 4810 6053 4699 5636 4871 4500 4492 4366 3988 4183 3755 3971Out of Service 4431 4368 3927 3581 4286 3410 4144 3626 3603 4107 3857 3897 3908 3512 3400Impacted 1576 1533 1433 1351 1192 1271 1384 1377 1428 1567 1584 1449 1531 1642 1370Resolved @ 1st Lvl 94.1% 95.2% 95.6% 95.0% 96.6% 95.8% 95.6% 93.2% 94.6% 95.6% 95.9% 95.8% 95.7% 95.6% 94.7%
  14. 14. Regional Statistics By Country
  15. 15. Asia Pacific - Install Work Order % On Time & CT PerformanceWOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)Australia 0 1 1 100.00% 14China 0 6 6 100.00% 53Hong Kong 0 4 4 100.00% 25India 0 3 3 100.00% 12Indonesia 0 2 2 100.00% 78Japan 0 1 1 100.00% 53Philippines 0 2 2 100.00% 48Singapore 1 1 2 50.00% 70Taiwan, Province of China 0 1 1 100.00% 48Grand Total 1 21 22 95.45% 45
  16. 16. Asia Pacific - Global MTTR PerformanceAssigned to Region Asia Pacific Assigned to Region Asia PacificPriority Out of Service Priority ImpactedTicket Type Customer Problem Ticket Type Customer ProblemAssigned to Country Data Total Assigned to Country Data Totalaustralia Count of Ticket # 67 australia Count of Ticket # 31 Average of TTR In Hours 1.01 Average of TTR In Hours 16.20 Average of OD In Hours 5.35 Average of OD In Hours 13.14china Count of Ticket # 40 china Count of Ticket # 40 Average of TTR In Hours 1.35 Average of TTR In Hours 35.88 Average of OD In Hours 7.90 Average of OD In Hours 27.29hong kong Count of Ticket # 15 hong kong Count of Ticket # 8 Average of TTR In Hours 0.84 Average of TTR In Hours 10.90 Average of OD In Hours 0.89 Average of OD In Hours 52.39india Count of Ticket # 372 india Count of Ticket # 77 Average of TTR In Hours 1.76 Average of TTR In Hours 232.54 Average of OD In Hours 17.66 Average of OD In Hours 229.19indonesia Count of Ticket # 15 indonesia Count of Ticket # 3 Average of TTR In Hours 1.66 Average of TTR In Hours 2.94 Average of OD In Hours 14.20 Average of OD In Hours 46.70japan Count of Ticket # 49 japan Count of Ticket # 33 Average of TTR In Hours 0.78 Average of TTR In Hours 55.20 Average of OD In Hours 10.35 Average of OD In Hours 116.05korea Count of Ticket # 7 korea Count of Ticket # 3 Average of TTR In Hours 0.74 Average of TTR In Hours 529.97 Average of OD In Hours 3.58 Average of OD In Hours 543.09malaysia Count of Ticket # 22 malaysia Count of Ticket # 7 Average of TTR In Hours 3.67 Average of TTR In Hours 20.99 Average of OD In Hours 7.38 Average of OD In Hours 50.17pakistan Count of Ticket # 29 pakistan Count of Ticket # 21 Average of TTR In Hours 1.99 Average of TTR In Hours 5.29 Average of OD In Hours 13.30 Average of OD In Hours 18.91Philippines Count of Ticket # 24 Philippines Count of Ticket # 10 Average of TTR In Hours 1.67 Average of TTR In Hours 8.83 Average of OD In Hours 7.04 Average of OD In Hours 83.58singapore Count of Ticket # 28 singapore Count of Ticket # 6 Average of TTR In Hours 0.86 Average of TTR In Hours 4.24 Average of OD In Hours 1.22 Average of OD In Hours 64.73sri lanka Count of Ticket # 6 sri lanka Count of Ticket # 2 Average of TTR In Hours 2.21 Average of TTR In Hours 3.45 Average of OD In Hours 44.69 Average of OD In Hours 40.29taiwan Count of Ticket # 23 taiwan Count of Ticket # 9 Average of TTR In Hours 0.83 Average of TTR In Hours 3.40 Average of OD In Hours 0.99 Average of OD In Hours 111.08thailand Count of Ticket # 14 thailand Count of Ticket # 19 Average of TTR In Hours 1.27 Average of TTR In Hours 2.95 Average of OD In Hours 1.94 Average of OD In Hours 74.97us igc - ap sales Count of Ticket # 1 Total Count of Ticket # 269 Average of TTR In Hours 10.08 Total Average of TTR In Hours 88.53 Average of OD In Hours 85.32 Total Average of OD In Hours 110.19Total Count of Ticket # 712Total Average of TTR In Hours 1.57Total Average of OD In Hours 12.86
  17. 17. EMEA - Install Work Order % On Time & CT PerformanceWOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)Belgium 0 1 1 100.00%Denmark 0 1 1 100.00%Egypt 0 2 2 100.00% 13Finland 0 1 1 100.00% 24France 0 2 2 100.00% 54Germany 0 5 5 100.00% 41Greece 0 5 5 100.00% 117Ireland 0 1 1 100.00%Italy 0 4 4 100.00% 35Netherlands 2 7 9 77.78% 53Norway 0 1 1 100.00%Russian Federation 0 2 2 100.00% 137South Africa 0 1 1 100.00%Spain 0 1 1 100.00% 76Sweden 0 3 3 100.00% 22Switzerland 0 1 1 100.00% 51Turkey 0 1 1 100.00% 58United Arab Emirates 0 2 2 100.00%United Kingdom 0 9 9 100.00% 46Grand Total 2 50 52 96.15% 54
  18. 18. EMEA - Global MTTRAssigned to Region EMEA Assigned to Region EMEA lithuania Count of Ticket # 5 netherlands Count of Ticket # 32Priority Out of Service Priority Impacted Average of TTR In Hours 1.04 Average of TTR In Hours 22.74Ticket Type Customer Problem Ticket Type Customer Problem Average of OD In Hours 5.88 Average of OD In Hours 62.67 luxembourg Count of Ticket # 9 poland Count of Ticket # 6Assigned to Country Data Total Assigned to Country Data Total Average of TTR In Hours 4.84 Average of TTR In Hours 230.67austria Count of Ticket # 26 austria Count of Ticket # 2 Average of OD In Hours 7.60 Average of OD In Hours 309.44 Average of TTR In Hours 1.61 Average of TTR In Hours 0.27 netherlands Count of Ticket # 83 portugal Count of Ticket # 16 Average of OD In Hours 1.25 Average of OD In Hours 0.27 Average of TTR In Hours 0.88 Average of TTR In Hours 4.11belgium Count of Ticket # 69 belgium Count of Ticket # 6 Average of OD In Hours 3.79 Average of OD In Hours 4.35 Average of TTR In Hours 0.81 Average of TTR In Hours 4.34 poland Count of Ticket # 19 romania Count of Ticket # 1 Average of OD In Hours 4.17 Average of OD In Hours 182.36 Average of TTR In Hours 1.14 Average of TTR In Hours 0.20czech republic Count of Ticket # 32 czech republic Count of Ticket # 1 Average of OD In Hours 3.89 Average of OD In Hours 0.16 Average of TTR In Hours 0.83 Average of TTR In Hours 1.39 portugal Count of Ticket # 38 russia Count of Ticket # 15 Average of OD In Hours 5.51 Average of OD In Hours 168.00 Average of TTR In Hours 1.98 Average of TTR In Hours 2.30denmark Count of Ticket # 14 denmark Count of Ticket # 4 Average of OD In Hours 7.12 Average of OD In Hours 9.08 Average of TTR In Hours 1.92 Average of TTR In Hours 33.37 romania Count of Ticket # 29 south africa Count of Ticket # 8 Average of OD In Hours 1.85 Average of OD In Hours 287.45 Average of TTR In Hours 5.68 Average of TTR In Hours 9.72egypt Count of Ticket # 42 egypt Count of Ticket # 13 Average of OD In Hours 7.73 Average of OD In Hours 24.10 Average of TTR In Hours 0.71 Average of TTR In Hours 199.11 russia Count of Ticket # 33 spain Count of Ticket # 16 Average of OD In Hours 7.65 Average of OD In Hours 71.38estonia Count of Ticket # 2 finland Count of Ticket # 11 Average of TTR In Hours 2.25 Average of TTR In Hours 23.21 Average of TTR In Hours 0.29 Average of TTR In Hours 111.20 Average of OD In Hours 9.04 Average of OD In Hours 87.65 Average of OD In Hours 0.36 Average of OD In Hours 80.53 south africa Count of Ticket # 35 sweden Count of Ticket # 15finland Count of Ticket # 15 france Count of Ticket # 58 Average of TTR In Hours 1.66 Average of TTR In Hours 7.74 Average of TTR In Hours 2.24 Average of TTR In Hours 49.25 Average of OD In Hours 4.50 Average of OD In Hours 24.28 Average of OD In Hours 8.14 Average of OD In Hours 85.31 spain Count of Ticket # 136 switzerland Count of Ticket # 64france Count of Ticket # 90 germany Count of Ticket # 38 Average of TTR In Hours 2.11 Average of TTR In Hours 8.80 Average of TTR In Hours 1.17 Average of TTR In Hours 9.66 Average of OD In Hours 5.61 Average of OD In Hours 80.97 Average of OD In Hours 6.07 Average of OD In Hours 14.88 sweden Count of Ticket # 34 turkey Count of Ticket # 15germany Count of Ticket # 127 greece Count of Ticket # 8 Average of TTR In Hours 1.87 Average of TTR In Hours 0.72 Average of TTR In Hours 1.11 Average of TTR In Hours 37.39 Average of OD In Hours 8.22 Average of OD In Hours 1.91 Average of OD In Hours 2.70 Average of OD In Hours 34.74 switzerland Count of Ticket # 38 ukraine Count of Ticket # 1greece Count of Ticket # 21 hungary Count of Ticket # 17 Average of TTR In Hours 0.70 Average of TTR In Hours 0.66 Average of TTR In Hours 2.68 Average of TTR In Hours 15.68 Average of OD In Hours 1.03 Average of OD In Hours 0.27 Average of OD In Hours 5.81 Average of OD In Hours 38.24 turkey Count of Ticket # 23 united kingdom Count of Ticket # 83hungary Count of Ticket # 59 ireland Count of Ticket # 1 Average of TTR In Hours 0.57 Average of TTR In Hours 22.76 Average of TTR In Hours 1.88 Average of TTR In Hours 6.09 Average of OD In Hours 2.19 Average of OD In Hours 43.32 Average of OD In Hours 4.15 Average of OD In Hours 29.45 ukraine Count of Ticket # 4 us igc - emea sales Count of Ticket # 2ireland Count of Ticket # 9 israel Count of Ticket # 6 Average of TTR In Hours 1.98 Average of TTR In Hours 399.82 Average of TTR In Hours 0.73 Average of TTR In Hours 335.58 Average of OD In Hours 72.71 Average of OD In Hours 700.29 Average of OD In Hours 7.72 Average of OD In Hours 228.32 united kingdom Count of Ticket # 89 Total Count of Ticket # 524israel Count of Ticket # 20 italy Count of Ticket # 83 Average of TTR In Hours 2.96 Total Average of TTR In Hours 33.17 Average of TTR In Hours 4.77 Average of TTR In Hours 18.72 Average of OD In Hours 8.98 Total Average of OD In Hours 62.89 Average of OD In Hours 10.25 Average of OD In Hours 55.98 saudi arabia Count of Ticket # 1italy Count of Ticket # 122 Latvia Count of Ticket # 1 Average of TTR In Hours 0.67 Average of TTR In Hours 1.19 Average of TTR In Hours 1.83 Average of OD In Hours 0.25 Average of OD In Hours 9.56 Average of OD In Hours 0.91 Total Count of Ticket # 1228Latvia Count of Ticket # 4 luxembourg Count of Ticket # 1 Total Average of TTR In Hours 1.68 Average of TTR In Hours 0.89 Average of TTR In Hours 0.94 Total Average of OD In Hours 5.97 Average of OD In Hours 1.08 Average of OD In Hours 3.78
  19. 19. Latin America & Canada - Install Work Order % On Time & CT Performance WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal) Brazil 1 7 8 87.50% 92 Canada 0 2 2 100.00% 48 Colombia 0 1 1 100.00% 174 Venezuela 0 3 3 100.00% 7 Grand Total 1 13 14 92.86% 79
  20. 20. Latin America & Canada - Global MTTR PerformanceAssigned to Region Latin America & Canada Assigned to Region Latin America & CanadaPriority Out of Service Priority ImpactedTicket Type Customer Problem Ticket Type Customer ProblemAssigned to Country Data Total Assigned to Country Data Totalargentina Count of Ticket # 50 argentina Count of Ticket # 12 Average of TTR In Hours 1.30 Average of TTR In Hours 14.71 Average of OD In Hours 5.18 Average of OD In Hours 36.16bolivia Count of Ticket # 1 brazil Count of Ticket # 57 Average of TTR In Hours 3.08 Average of TTR In Hours 5.76 Average of OD In Hours 5.48 Average of OD In Hours 66.73brazil Count of Ticket # 310 canada Count of Ticket # 9 Average of TTR In Hours 1.29 Average of TTR In Hours 3.22 Average of OD In Hours 6.83 Average of OD In Hours 27.54canada Count of Ticket # 40 chile Count of Ticket # 4 Average of TTR In Hours 2.60 Average of TTR In Hours 6.24 Average of OD In Hours 43.48 Average of OD In Hours 88.99chile Count of Ticket # 42 colombia Count of Ticket # 11 Average of TTR In Hours 1.31 Average of TTR In Hours 1.28 Average of OD In Hours 18.55 Average of OD In Hours 14.60colombia Count of Ticket # 27 costa rica Count of Ticket # 25 Average of TTR In Hours 2.48 Average of TTR In Hours 78.84 Average of OD In Hours 5.90 Average of OD In Hours 133.05costa rica Count of Ticket # 12 ecuador Count of Ticket # 16 Average of TTR In Hours 0.59 Average of TTR In Hours 16.95 Average of OD In Hours 0.37 Average of OD In Hours 15.06ecuador Count of Ticket # 14 mexico Count of Ticket # 23 Average of TTR In Hours 3.26 Average of TTR In Hours 28.32 Average of OD In Hours 5.28 Average of OD In Hours 113.79mexico Count of Ticket # 81 peru Count of Ticket # 1 Average of TTR In Hours 2.20 Average of TTR In Hours 1.05 Average of OD In Hours 5.02 Average of OD In Hours 0.42peru Count of Ticket # 8 puerto rico Count of Ticket # 7 Average of TTR In Hours 1.59 Average of TTR In Hours 60.56 Average of OD In Hours 1.09 Average of OD In Hours 41.20puerto rico Count of Ticket # 4 venezuela Count of Ticket # 11 Average of TTR In Hours 0.29 Average of TTR In Hours 72.82 Average of OD In Hours 0.31 Average of OD In Hours 97.69venezuela Count of Ticket # 141 Total Count of Ticket # 176 Average of TTR In Hours 1.29 Total Average of TTR In Hours 26.66 Average of OD In Hours 9.90 Total Average of OD In Hours 71.31uruguay Count of Ticket # 1 Average of TTR In Hours 1.31 Average of OD In Hours 0.87Total Count of Ticket # 731Total Average of TTR In Hours 1.53Total Average of OD In Hours 9.51
  21. 21. United States - Install Work Order % On Time & CT Performance WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal) United States 1 7 8 87.50% 48 Grand Total 1 7 8 87.50% 48
  22. 22. United States - Global MTTR Performance Assigned to Region United States Assigned to Region United States Priority Out of Service Priority Impacted Ticket Type Customer Problem Ticket Type Customer Problem Assigned to Country Data Total Assigned to Country Data Total Help Desk Atlanta Count of Ticket # 1 us igc - americas sales Count of Ticket # 1 Average of TTR In Hours 0.13 Average of TTR In Hours 5.53 Average of OD In Hours 0.21 Average of OD In Hours 3.75 Help Desk IUSA Count of Ticket # 1 usa - atlanta Count of Ticket # 16 Average of TTR In Hours 0.06 Average of TTR In Hours 22.27 Average of OD In Hours 0.05 Average of OD In Hours 88.38 usa - atlanta Count of Ticket # 49 usa - beltsville Count of Ticket # 8 Average of TTR In Hours 1.07 Average of TTR In Hours 12.65 Average of OD In Hours 15.51 Average of OD In Hours 185.56 usa - beltsville Count of Ticket # 25 usa - dallas Count of Ticket # 4 Average of TTR In Hours 2.15 Average of TTR In Hours 14.90 Average of OD In Hours 21.80 Average of OD In Hours 79.10 usa - dallas Count of Ticket # 47 usa - houston Count of Ticket # 4 Average of TTR In Hours 2.35 Average of TTR In Hours 44.84 Average of OD In Hours 7.64 Average of OD In Hours 169.92 usa - houston Count of Ticket # 12 usa - jersey city Count of Ticket # 10 Average of TTR In Hours 4.62 Average of TTR In Hours 2.22 Average of OD In Hours 19.77 Average of OD In Hours 83.32 usa - jersey city Count of Ticket # 33 usa - los angeles Count of Ticket # 14 Average of TTR In Hours 2.44 Average of TTR In Hours 32.20 Average of OD In Hours 4.37 Average of OD In Hours 59.51 usa - los angeles Count of Ticket # 56 usa - manhattan Count of Ticket # 14 Average of TTR In Hours 0.40 Average of TTR In Hours 44.98 Average of OD In Hours 4.49 Average of OD In Hours 98.92 usa - manhattan Count of Ticket # 42 usa - oakbrook Count of Ticket # 15 Average of TTR In Hours 3.23 Average of TTR In Hours 28.81 Average of OD In Hours 5.99 Average of OD In Hours 177.33 usa - oakbrook Count of Ticket # 87 usa - san francisco Count of Ticket # 1 Average of TTR In Hours 4.01 Average of TTR In Hours 0.46 Average of OD In Hours 10.59 Average of OD In Hours 0.05 usa - san francisco Count of Ticket # 17 usa - seattle Count of Ticket # 1 Average of TTR In Hours 1.32 Average of TTR In Hours 25.42 Average of OD In Hours 25.07 Average of OD In Hours 123.07 usa - seattle Count of Ticket # 8 usa - boston Count of Ticket # 1 Average of TTR In Hours 0.45 Average of TTR In Hours 0.56 Average of OD In Hours 2.34 Average of OD In Hours 0.88 usa - boston Count of Ticket # 17 Help Desk Atlanta Count of Ticket # 2 Average of TTR In Hours 0.66 Average of TTR In Hours 78.07 Average of OD In Hours 2.22 Average of OD In Hours 224.70 usa - miami Count of Ticket # 4 Total Count of Ticket # 91 Average of TTR In Hours 1.28 Total Average of TTR In Hours 26.59 Average of OD In Hours 4.77 Total Average of OD In Hours 111.90 Total Count of Ticket # 399 Total Average of TTR In Hours 2.26 Total Average of OD In Hours 9.96

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