The document contains metrics for multiple customer service representatives over a date range from 5/25/19 to 6/23/19, including number of calls handled, average handle time, percentage of calls transferred, number of commitments honored, and percentage of commitments honored. Most representatives handled between 50-500 calls, had average handle times between 4-10 minutes, transferred 20-40% of calls, honored 80-100% of commitments. Overall performance was strong across the board with high commitment honor percentages and most representatives transferring less than 40% of calls and spending less than 10 minutes per call on average.

1. AmTrust Target Metrics
Honored
Commit %
Transfers
%
>/ 90 % </ 40%
Date: 5/25/19 - 6/23/19
Rep ID Calls
Avg
Handle
Time
(minutes)
Transfers
%
Honored
Commits
Honored
Commit %
6208 136 9:09 37.50% 91 92.86%
116193 434 6:48 29.00% 143 97.28%
128623 262 6:13 26.70% 109 99.09%
130561 344 4:27 27.60% 99 95.19%
131538 381 5:44 25.70% 150 93.75%
139135 82 8:21 31.70% 41 97.62%
163572 273 4:49 20.90% 144 90.00%
240747 265 5:47 26.40% 87 95.60%
246034 159 7:08 28.90% 92 92.00%
262235 210 7:00 23.80% 101 98.06%
264265 204 6:19 23.50% 87 91.58%
266452 512 6:18 23.80% 210 97.67%
284957 377 4:40 32.90% 127 99.22%
286848 277 5:20 22.70% 93 96.88%
289283 351 7:36 26.80% 137 100.00%
293462 378 4:49 25.90% 102 93.58%
294947 108 7:35 24.10% 39 100.00%
305750 300 8:36 30.00% 119 98.35%
317900 285 5:49 26.30% 117 99.15%
338378 427 5:54 26.90% 157 92.90%
346724 438 8:06 20.10% 188 95.92%
367068 238 7:55 31.90% 103 97.17%
367107 573 6:31 33.00% 273 93.81%
367257 94 7:25 21.30% 110 97.35%
378557 331 7:17 23.30% 172 90.05%
378593 174 5:02 32.80% 65 98.48%
387175 70 4:03 37.10% 27 100.00%
389001 158 8:46 33.50% 103 93.64%
392144 90 5:48 20.00% 62 98.41%
392152 248 4:38 28.60% 105 83.33%
392158 180 6:39 23.30% 58 100.00%
404719 308 6:13 34.40% 111 92.50%
404728 233 6:53 24.90% 105 95.45%
404731 151 5:13 27.80% 84 95.45%
404763 162 7:05 24.10% 76 89.41%
404766 116 7:19 31.00% 40 97.56%
404799 75 6:03 14.70% 36 97.30%

2. 405138 63 7:20 44.40% 30 100.00%
405500 465 5:07 18.90% 157 95.73%
406641 159 4:22 32.70% 54 100.00%
407109 25 8:19 24.00% 32 88.89%
407286 219 7:01 29.70% 80 96.39%
407617 70 10:08 25.70% 61 72.62%
415215 102 8:09 21.60% 44 95.65%
421450 122 5:18 21.30% 62 86.11%
421458 31 8:50 22.60% 16 84.21%
421461 135 9:09 26.70% 81 97.59%
421463 229 6:38 29.30% 68 97.14%
421779 122 9:17 30.30% 86 90.53%
406725 0 0:00 0.00% 1 100.00%
421453 0 0:00 0.00% 0 0.00%
0 0.00%
0 0.00%