KPI's from Eclipse
- 1. Stats on 30 Mar 2016:
Nam
e
Calls
Answered
Non
Calls
Unique
Tickets
Tickets
Pulled
Outbound
Calls
Ticket
Touches
AHT
inc ACW
Talk %
ACW
per Call
Breaks Lunch NR Code
NR
Code
%
Shaun
Lang
34 -3 31 2 7 48 00:09:49 83.1% 00:01:40 00:19:49 00:29:38 01:46:41 22.1%
KPIs Month-To-Date (averages)
Name
Avg
Calls Ans
Avg
Non
Calls
Avg
Contact
Avg
Ticket
s
Pulled
Avg
Ticket
Touche
s
AHT
inc ACW
ACW
per
Call
ACW
per Call
Avg
NR %
Breaches
Last 30d
Time
Keeping
Shaun
Lang
23.9
7.1 32
4.4 57.5 00:12:38
82.7% 00:02:11 20.6% 2 n/a
Stats on 15 March 2016
Name
Calls
Answered
Non
Calls
Unique
Tickets
Tickets
Pulled
Outbound
Calls
Ticket
Touches
AHT
inc ACW
Talk %
ACW
per Call
Breaks Lunch NR Code
NR
Code
%
LogIn LogOu
Shaun
Lang
26 12 38 0 11 66 00:14:28 85.5% 00:02:05 00:17:00 00:28:35 01:40:31 20.6% 00:00:0
KPIs Month-To-Date (averages)
Name
Avg
Calls Ans
Avg
Non Calls
Avg
Contact
Avg
Tickets
Pulled
Avg
Ticket
Touches
AHT
inc ACW
ACW
per
Call
ACW
per Call
Avg
NR %
Breaches
Last 30d
Time
Keeping
Shaun Lang 23.4
5
7.6 32.1
5
4.5 58 00:12:51
5
82.6% 00:02:14 20.5% 2 n/a
Stats on 10 Feb 2016:
Name
Calls
Answer
ed
Non
Calls
Unique
Tickets
Tickets
Pulled
Outboun
d
Calls
Ticket
Touches
AHT
inc
ACW
Talk
%
ACW
per
Call
Breaks Lunch
NR
Code
NR
Code
%
LogIn LogOut
Schedule
Exception
s
Shaun
Lang
34 8 42 1 10 87
00:12:3
4
80.3%
00:02:2
9
00:17:3
5
00:27:1
6
02:09:5
4
24% 00:00:00 n/a
- 2. KPIs Month-To-Date (averages)
Name
Avg
Calls Ans
Avg
Non Calls
Avg
Contact
Avg
Tickets
Pulled
Avg
Ticket
Touches
AHT
inc ACW
ACW
per
Call
ACW
per Call
Avg
NR %
Breaches
Last 30d
Time
Keeping
Shaun Lang 24.6
12.9 37.5
7.1 67 00:11:28
77.2% 00:02:37 22.3% 2 n/a
Stats on 08 Feb 2016:
Name
Calls
Answere
d
Non
Calls
Unique
Tickets
Tickets
Pulled
Outboun
d
Calls
Ticket
Touches
AHT
inc
ACW
Talk
%
ACW
per
Call
Breaks Lunch
NR
Code
NR Code
%
Log
In
LogOut
Schedule
Exception
s
Shaun
Lang
27 17 44 8 5 86
00:12:1
3
77.2%
00:02:4
7
00:20:1
5
00:29:3
0
02:05:4
7
24.9%
00:00:0
0
n/a
KPIs Month-To-Date (averages)
Name
Avg
Calls Ans
Avg
Non Calls
Avg
Contact
Avg
Tickets
Pulled
Avg
Ticket
Touches
AHT
inc ACW
ACW
per
Call
ACW
per Call
Avg
NR %
Breaches
Last 30d
Time
Keeping
Shaun Lang 21.7
14.7 37.9
9.2 63 00:11:18
75.9% 00:02:43 21.9% 1 n/a
Stats on 26 Jan 2016:
Name
Calls
Answered
Non
Calls
Unique
Tickets
Tickets
Pulled
Outbound
Calls
Ticket
Touches
AHT
inc ACW
Talk %
ACW
per Call
Breaks Lunch NR Code
NR Co
%
Shaun
Lang
23 10 33 4 10 66 00:12:40 79% 00:02:40 00:19:43 00:29:47 01:51:17 23.1
KPIs Month-To-Date (averages)
Name
Avg
Calls Ans
Avg
Non Calls
Avg
Contact
Avg
Tickets
Pulled
Avg
Ticket
Touches
AHT
inc ACW
ACW
per
Call
ACW
per Call
Avg
NR %
Breaches
Last 30d
Time
Keeping
Shaun Lang 20.3
8.7 29.6
5.6 47.7 00:15:19
80.9% 00:02:55 22.1% 0 n/a
Stats on 17 Nov 2015:
