Attachment 1 SFIOD Monthly Activity Report.docx

DOCX document 430 KB Posted

Attached to
SFIOD MIP Support Services Federal contract opportunity
Solicitation number
86615722R00011
Issued by
Department of Housing and Urban Development

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Written by GovTribe AI ·

This monthly status report provides an overview of activities for the Department of Housing and Urban Development's Single Family Insurance Operations Division Support Services contract during October 2022. Key details include:

The contractor handled approximately 1,500 calls during the month, including 1,493 incoming calls and 6 outbound callbacks. The average handle time was 3 minutes and 48 seconds for English calls and 3 minutes for Spanish calls. The contractor also processed 3,275 applications for mortgage insurance premium refunds or distributive share payments. In addition, the contractor retrieved 114 messages from the after-hours voice mailbox, completed 3,804 address research callbacks, and received no complaints from homeowners or lenders during the reporting period. The report outlines call volumes, talk times, hold times and other performance metrics on a weekly basis and compares them to service level agreements.

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Other files for this federal contract opportunity

Other files attached to SFIOD MIP Support Services, newest first.
File Type Posted
SFIOD QA_ 11_29_2022.pdf PDF
86615722R00011_Amd_0002.pdf PDF
86615722R00011_Amd_0001.pdf PDF
Attachment D Past Performation Information.docx DOCX document
Attachment E Past Performance Survey.docx DOCX document
Attachment C SFIOD MIP Support Services QASP.doc DOC document
Attachment B Pricing Sheet SMIOD.xlsx XLSX spreadsheet
Attachement A SFIOD PWS.pdf PDF
Sol_86615722R00011 (1).pdf PDF
Attachment F Nondisclosure-Agreement-between-HUD-and-Potential-Offeror.docx DOCX document

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SFIOD Monthly Status Report

Prepared For:

U.S. Department of Housing and Urban Development (HUD), Office of Financial Services (OFS) - Single-Family Insurance Operations Division (SFIOD), Support Service Center (SSC) Prepared By:

Information Redacted

)November 1, 2022

SFIOD Monthly Project Activity Report Reporting Period: October 1 – October 31, 2022 Significant Problems:

Complaint: N/A.

PENDING CLEARANCE PROCESS:

N/A Impact: N/A Effect on Accomplishments of Objectives: N/A Effect on Costs of Objective: N/A Project Management Activities:

Homeowners who refuse the refund: 9/1/2022- 9/30/2022 Information Redacted Meeting – August 23, 2022 10/1/2022 - Monthly Call Center Meeting with Program Managers 10/25/2022 - SFIOD MIP Call Center Support Services Monthly Meeting with Information Redacted Outstanding Resolutions from HUD:

)Waiting on decision for deceased cases.

The table below represents a summary of the system generated report shown on the next page. This system generated report is broken down into both English and Spanish (Voice/Incoming & Callbacks/Outbound) calls and reports the following: incoming calls, outbound (call backs) calls, talk time, as well as calls that were abandoned and the average for each of those calls.

Summary Report (Monthly Activities)

ITEM
REMARKS
Total number of telephone calls processed for the month including all incoming commercial and 800 number calls and all outbound calls generated by the system only
1500
The average numbers of calls processed per day
75 Avg.
The total number of incoming calls to SFIOD per month and daily average
1493

74 Avg.

The total number of ACD calls (calls handled by operator and a daily average generated by the system).
1471

73 Avg.

The total number of abandon calls (callers hung up while on hold per month)
20
The average talk time for the month
00:03:08 (English)

00:03:00 (Spanish)

The average number of completed outbound calls per day (callbacks to homeowners, lenders, HOC and returned call after-hours voice mail box and callbacks)
6 Avg.
Total number of retrieved calls from the afterhours voice mail box during the month of October 2022
114
Total number of address research callbacks and daily average for the month of October 2022
3804
Total number of complaints received from homeowners and leaders for the month of October 2022
0
Total numbers of applications for premium refunds or distributive share payments (Form HUD-27050-B) for the month of October 2022
3275
Emails received from SFIOD during the month of October 2022
2593
Total faxes for the for the month of October 2022
42
Total translation for the month of October 2022
0
Total address research emails received October 2022
2056
Total Part B received from the PO Box the month of October 2022
57

The following system generated report represents the weekly incoming and outbound calls for SFIOD Support Service Center SFIOD English Date 10/ 1/ 22 Dates October Queue(s) SFIOD

- Callback Offered Daily Report 1, 2022 - October English; SFIOD

- October Answered 31, 2022 Spanish Abandoned Abandon % N/A N/A

ASA N/A
Avg Talk

N/A Avg ACW N/A

AHT N/A
Avg Hold

N/A Transferred Transfer % N/A

10/ 2/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 0 0 0 N/ A N/ A N/ A N/ A N/ A N/ A N/ A 0 N/ A

10/ 3/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 4/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 5/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 6/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 7/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 8/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 9/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 0 0 0 N/ A N/ A N/ A N/ A N/ A N/ A N/ A 0 N/ A

10/ 10/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 11/ 22
1
1
0
0%
0%
00:01:32
00:01:10
N/ A
00:01:10
N/ A
0
0%
10/ 12/ 22
1
1
0
0%
0%
00:00:48
00:05:12
N/ A
00:05:12
N/ A
0
0%
10/ 13/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 14/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 15/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 16/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 2 2 0 0% 0% 00:01:10 00:03:11 N/ A 00:03:11 N/ A 0 0%

10/ 17/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 18/ 22
1
1
0
0%
0%
00:00:51
00:04:52
N/ A
00:04:52
N/ A
0
0%
10/ 19/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 20/ 22
1
1
0
0%
0%
00:00:39
00:09:20
N/ A
00:09:20
N/ A
0
0%
10/ 21/ 22
1
1
0
0%
0%
00:01:07
00:02:59
N/ A
00:02:59
N/ A
0
0%
10/ 22/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 23/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 3 3 0 0% 0% 00:00:52 00:05:44 N/ A 00:05:44 N/ A 0 0%

10/ 24/ 22
1
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 25/ 22
0
1
0
N/ A
0%
15:25:42
00:03:03
N/ A
00:03:03
N/ A
1
100%
10/ 26/ 22
1
1
0
0%
100%
00:00:13
00:00:47
N/ A
00:00:47
N/ A
0
0%
10/ 27/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 28/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 29/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 30/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 2 2 0 0% 50% 07:42:57 00:02:18 N/ A 00:02:18 N/ A 1 50%

10/ 31/ 22 0 0 0 N/A N/A N/A N/A N/A N/A N/A 0 N/A

Week Total 0 0 0 N/ A N/ A N/ A N/ A N/ A N/ A N/ A 0 N/ A

October 7 7 0 0% 14% 02:12:59 00:03:48 N/ A 00:03:48 N/ A 1 14%

SFIOD English - Voice - October Date Offered Answered Abandoned Abandon %

ASA

Avg Talk Avg ACW

AHT

Avg Hold Transferred Transfer % 10/ 1/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 2/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 3/ 22 0% 77% 00:00:13 00:03:34 00:01:11 00:05:00 00:00:41 33% 10/ 4/ 22 2% 82% 00:00:12 00:03:14 00:00:46 00:04:33 00:01:46 18% 10/ 5/ 22 0% 85% 00:00:12 00:02:33 00:00:35 00:03:26 00:00:49 36% 10/ 6/ 22 0% 77% 00:00:18 00:02:37 00:00:51 00:03:49 00:01:11 23% 10/ 7/ 22 4% 81% 00:00:13 00:03:25 00:01:08 00:04:49 00:01:08 30% 10/ 8/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 9/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 1% 80% 00:00:14 00:03:04 00:00:53 00:04:18 00:01:09 27% 10/ 10/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 11/ 22 1% 70% 00:00:28 00:02:46 00:00:42 00:03:44 00:01:07 27% 10/ 12/ 22 0% 72% 00:00:19 00:03:47 00:00:46 00:05:06 00:01:53 20% 10/ 13/ 22 0% 78% 00:00:18 00:03:26 00:00:54 00:04:45 00:01:15 28% 10/ 14/ 22 2% 85% 00:00:12 00:03:04 00:00:26 00:03:40 00:00:39 31% 10/ 15/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 16/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 1% 75% 00:00:20 00:03:15 00:00:43 00:04:20 00:01:18 26% 10/ 17/ 22 1% 88% 00:00:11 00:03:18 00:00:50 00:04:35 00:01:38 18% 10/ 18/ 22 2% 82% 00:00:12 00:02:51 00:01:16 00:04:28 00:01:10 25% 10/ 19/ 22 0% 89% 00:00:12 00:03:34 00:00:53 00:04:40 00:01:17 15% 10/ 20/ 22 0% 81% 00:00:17 00:02:29 00:00:51 00:04:03 00:02:05 26% 10/ 21/ 22 0% 83% 00:00:12 00:02:58 00:00:52 00:04:07 00:01:03 30% 10/ 22/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 23/ 22 N/A N/A N/A N/A N/A N/A N/A N/A Week Total 1% 85% 00:00:13 00:03:04 00:00:56 00:04:24 00:01:28 22% 10/ 24/ 22 4% 76% 00:00:18 00:03:23 00:00:45 00:04:24 00:00:53 34% 10/ 25/ 22 4% 70% 00:00:26 00:03:06 00:00:43 00:04:13 00:01:42 16% 10/ 26/ 22 4% 75% 00:00:16 00:03:11 00:00:44 00:04:16 00:01:16 32% 10/ 27/ 22 0% 90% 00:00:12 00:02:44 00:00:51 00:04:05 00:01:32 28% 10/ 28/ 22 0% 80% 00:00:14 00:03:06 00:00:58 00:04:29 00:01:06 35% 10/ 29/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 30/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 3% 78% 00:00:18 00:03:07 00:00:47 00:04:17 00:01:17 29% 10/ 31/ 22 3% 67% 00:00:19 00:03:33 00:00:27 00:04:07 00:00:45 25% Week Total 3% 67% 00:00:19 00:03:33 00:00:27 00:04:07 00:00:45 25% October 1,365 1,338 1% 79% 00:00:16 00:03:08 00:00:49 00:04:19 00:01:16 26%

SFIOD Spanish - Voice - October Date Offered Answered Abandoned Abandon %

ASA

Avg Talk Avg ACW

AHT

Avg Hold Transferred Transfer % 10/ 1/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 2/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 3/ 22 0% 0% 00:00:24 00:07:39 00:02:47 00:16:38 00:06:13 0% 10/ 4/ 22 0% 71% 00:00:14 00:07:57 00:01:03 00:09:03 00:00:17 14% 10/ 5/ 22 0% 88% 00:00:11 00:06:07 00:00:22 00:07:16 00:01:57 38% 10/ 6/ 22 0% 33% 00:00:24 00:01:39 00:00:46 00:02:53 00:01:05 17% 10/ 7/ 22 0% 78% 00:00:15 00:02:21 00:00:14 00:04:30 00:04:50 44% 10/ 8/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 9/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 68% 00:00:16 00:04:39 00:00:37 00:06:18 00:02:50 29% 10/ 10/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 11/ 22 0% 78% 00:00:21 00:03:48 00:01:15 00:05:23 00:03:01 11% 10/ 12/ 22 0% 75% 00:00:35 00:02:56 00:01:02 00:04:07 00:00:40 25% 10/ 13/ 22 0% 86% 00:00:14 00:01:47 00:00:23 00:02:27 00:00:40 29% 10/ 14/ 22 0% 80% 00:00:14 00:01:58 00:00:14 00:02:12 N/ A 0% 10/ 15/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 16/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 80% 00:00:20 00:02:39 00:00:45 00:03:38 00:01:03 16% 10/ 17/ 22 0% 75% 00:00:14 00:01:16 00:00:29 00:02:03 00:00:48 38% 10/ 18/ 22 0% 88% 00:00:10 00:01:38 00:00:24 00:02:40 00:01:16 63% 10/ 19/ 22 0% 80% 00:00:32 00:02:30 00:00:16 00:04:37 00:03:42 20% 10/ 20/ 22 0% 100% 00:00:05 00:01:29 00:01:17 00:02:46 N/ A 0% 10/ 21/ 22 50% 50% 00:00:05 00:05:33 00:00:02 00:05:35 N/ A 0% 10/ 22/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 23/ 22 N/A N/A N/A N/A N/A N/A N/A N/A Week Total 4% 81% 00:00:15 00:01:50 00:00:29 00:03:01 00:01:48 36% 10/ 24/ 22 20% 40% 00:00:21 00:01:07 00:00:33 00:03:21 00:06:45 0% 10/ 25/ 22 0% 56% 00:00:48 00:04:14 00:00:04 00:04:35 00:02:31 33% 10/ 26/ 22 0% 75% 00:00:11 00:04:04 00:00:17 00:04:35 00:00:39 25% 10/ 27/ 22 0% 50% 00:00:44 00:00:30 00:00:39 00:01:08 N/ A 0% 10/ 28/ 22 0% 77% 00:00:24 00:01:41 00:00:34 00:02:57 00:01:12 77% 10/ 29/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 30/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 3% 65% 00:00:28 00:02:37 00:00:24 00:03:35 00:01:31 42% 10/ 31/ 22 0% 44% 00:00:22 00:02:49 00:00:25 00:03:22 00:00:27 33% Week Total 0% 44% 00:00:22 00:02:49 00:00:25 00:03:22 00:00:27 33% October 2% 70% 00:00:20 00:03:00 00:00:32 00:04:09 00:01:49 32%

SFIOD English Date 10/ 1/ 22 Dates October Queue(s) SFIOD After Offered Daily Report 1, 2022 - October English After Hours - Callback Answered 31, 2022 Hours; SFIOD Abandoned

- October Spanish After Abandon % 0% Hours N/ A

ASA N/ A
Avg Talk

N/ A Avg ACW N/ A

AHT N/ A
Avg Hold

N/ A Transferred Transfer % N/ A

10/ 2/ 22
2
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 5 0 0 0% N/ A N/ A N/ A N/ A N/ A N/ A 0 N/ A

10/ 3/ 22
3
5
0
0%
0%
30:35:03
00:06:37
N/ A
00:06:37
N/ A
1
20%
10/ 4/ 22
4
3
0
0%
0%
15:09:23
00:02:21
N/ A
00:02:21
N/ A
0
0%
10/ 5/ 22
1
4
0
0%
0%
14:22:48
00:02:19
N/ A
00:02:19
N/ A
0
0%
10/ 6/ 22
3
2
0
0%
0%
05:51:49
00:02:07
N/ A
00:02:07
N/ A
0
0%
10/ 7/ 22
4
3
0
0%
0%
11:01:09
00:02:38
N/ A
00:02:38
N/ A
0
0%
10/ 8/ 22
3
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 9/ 22
0
0
0
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 18 17 0 0% 0% 17:41:17 00:03:47 N/ A 00:03:47 N/ A 1 6%

10/ 10/ 22
20
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 11/ 22
6
28
0
0%
0%
30:56:29
00:02:12
N/ A
00:02:46
00:03:22
3
11%
10/ 12/ 22
3
5
0
0%
20%
11:21:03
00:01:06
N/ A
00:01:35
00:01:58
2
40%
10/ 13/ 22
2
3
0
0%
0%
10:13:55
00:04:06
N/ A
00:06:49
00:08:06
0
0%
10/ 14/ 22
0
1
0
N/ A
0%
14:57:23
00:00:30
N/ A
00:00:30
N/ A
0
0%
10/ 15/ 22
2
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 16/ 22
3
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 36 37 0 0% 3% 26:10:59 00:02:05 N/ A 00:02:46 00:03:37 5 14%

10/ 17/ 22
4
5
0
0%
0%
27:45:36
00:01:51
N/ A
00:01:51
N/ A
0
0%
10/ 18/ 22
5
6
0
0%
33%
09:51:37
00:01:32
N/ A
00:02:43
00:04:44
2
33%
10/ 19/ 22
2
3
0
0%
0%
14:39:40
00:04:43
N/ A
00:04:43
N/ A
0
0%
10/ 20/ 22
2
2
0
0%
0%
15:07:49
00:04:38
N/ A
00:04:38
N/ A
0
0%
10/ 21/ 22
1
2
0
0%
0%
15:00:05
00:03:41
N/ A
00:03:41
N/ A
0
0%
10/ 22/ 22
1
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 23/ 22
2
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 17 18 0 0% 11% 16:47:22 00:02:37 N/ A 00:03:05 00:04:44 2 11%

10/ 24/ 22
2
4
0
0%
0%
35:23:52
00:05:12
N/ A
00:05:12
N/ A
0
0%
10/ 25/ 22
4
2
0
0%
0%
13:17:34
00:06:10
N/ A
00:06:10
N/ A
1
50%
10/ 26/ 22
3
4
0
0%
0%
14:50:08
00:01:25
N/ A
00:01:25
N/ A
0
0%
10/ 27/ 22
5
4
0
0%
25%
10:45:55
00:01:31
N/ A
00:01:50
00:01:14
0
0%
10/ 28/ 22
2
4
0
0%
0%
14:43:37
00:03:30
N/ A
00:03:30
N/ A
0
0%
10/ 29/ 22
2
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A
10/ 30/ 22
1
0
0
0%
N/ A
N/ A
N/ A
N/ A
N/ A
N/ A
0
N/ A

Week Total 19 18 0 0% 6% 18:18:18 00:03:26 N/ A 00:03:29 00:01:14 1 6%

10/ 31/ 22 0 5 0 N/ A 0% 46:21:26 00:02:46 N/ A 00:02:46 N/ A 0 0%

Week Total 0 5 0 N/ A 0% 46:21:26 00:02:46 N/ A 00:02:46 N/ A 0 0%

October 95 95 0 0% 4% 22:27:07 00:02:46 N/ A 00:03:08 00:03:36 9 9%

SFIOD Spanish After Hours - Callback - October Date Offered Answered Abandoned Abandon %

ASA

Avg Talk Avg ACW

AHT

Avg Hold Transferred Transfer % 10/ 1/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 2/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 3/ 22 0% 50% 31:28:15 00:01:40 N/ A 00:01:40 N/ A 50% 10/ 4/ 22 0% 0% 14:47:47 00:00:19 N/ A 00:00:19 N/ A 0% 10/ 5/ 22 N/ A 0% 12:45:38 00:02:15 N/ A 00:02:15 N/ A 100% 10/ 6/ 22 0% N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 7/ 22 0% 0% 14:40:53 00:00:35 N/ A 00:00:35 N/ A 0% 10/ 8/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 9/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 20% 21:02:10 00:01:29 N/ A 00:01:29 N/ A 40% 10/ 10/ 22 0% N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 11/ 22 0% 0% 31:42:42 00:01:20 N/ A 00:01:20 N/ A 0% 10/ 12/ 22 0% 50% 07:41:37 00:00:42 N/ A 00:02:20 00:02:27 50% 10/ 13/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 14/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 15/ 22 0% N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 16/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 13% 25:42:26 00:01:07 N/ A 00:01:40 00:02:27 13% 10/ 17/ 22 N/A 0% 43:02:22 00:08:30 N/A 00:08:30 N/A 0% 10/ 18/ 22 0% N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 19/ 22 0% 50% 07:20:22 00:07:20 N/ A 00:07:36 00:01:03 100% 10/ 20/ 22 N/ A 0% 08:51:03 00:00:04 N/ A 00:00:04 N/ A 0% 10/ 21/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 22/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 23/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 25% 16:38:32 00:06:19 N/ A 00:06:30 00:01:03 50% 10/ 24/ 22 N/A N/A N/A N/A N/A N/A N/A N/A 10/ 25/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 26/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 27/ 22 0% N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 28/ 22 N/ A 0% 13:59:27 00:00:41 N/ A 00:00:41 N/ A 0% 10/ 29/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A 10/ 30/ 22 N/ A N/ A N/ A N/ A N/ A N/ A N/ A N/ A Week Total 0% 0% 13:59:27 00:00:41 N/ A 00:00:41 N/ A 0% 10/ 31/ 22 0% 0% 06:47:02 00:04:51 N/ A 00:04:51 N/ A 0% Week Total 0% 0% 06:47:02 00:04:51 N/ A 00:04:51 N/ A 0% October 0% 16% 20:57:25 00:02:40 N/ A 00:02:55 00:01:59 26%

Information Redacted - Voice - N on -ACD

October

Date Interaction Total Avg Talk Hold Total Avg Hold Total Avg ACW Total Avg Transfer Transfer

10/ 1/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 2/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 0 00:00:00 N/ A 0 00:00:00 N/ A 00:00:00 N/ A 00:00:00 N/ A 0 N/ A

10/ 3/ 22
36
00:49:36
00:02:09
0
00:00:00
N/ A
00:00:00
N/ A
00:59:55
00:01:40
0
0%
10/ 4/ 22
39
00:39:06
00:01:21
0
00:00:00
N/ A
00:00:00
N/ A
00:49:58
00:01:17
0
0%
10/ 5/ 22
40
01:03:34
00:01:49
0
00:00:00
N/ A
00:00:00
N/ A
01:16:27
00:01:55
0
0%
10/ 6/ 22
40
01:17:01
00:02:12
0
00:00:00
N/ A
00:00:00
N/ A
01:28:08
00:02:12
0
0%
10/ 7/ 22
33
00:46:14
00:01:39
0
00:00:00
N/ A
00:00:00
N/ A
00:57:20
00:01:44
0
0%
10/ 8/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 9/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 188 04:35:31 00:01:50 0 00:00:00 N/ A 00:00:00 N/ A 05:31:48 00:01:46 0 0%

10/ 10/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 11/ 22
32
00:34:58
00:01:50
0
00:00:00
N/ A
00:00:00
N/ A
00:46:42
00:01:28
0
0%
10/ 12/ 22
33
00:48:19
00:01:44
0
00:00:00
N/ A
00:00:00
N/ A
01:01:50
00:01:52
0
0%
10/ 13/ 22
22
00:14:55
00:01:09
0
00:00:00
N/ A
00:00:00
N/ A
00:23:44
00:01:05
0
0%
10/ 14/ 22
38
00:32:42
00:01:15
0
00:00:00
N/ A
00:00:00
N/ A
00:41:41
00:01:06
0
0%
10/ 15/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 16/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 125 02:10:55 00:01:31 0 00:00:00 N/ A 00:00:00 N/ A 02:53:57 00:01:23 0 0%

10/ 17/ 22
42
00:54:08
00:01:23
0
00:00:00
N/ A
00:00:00
N/ A
01:07:22
00:01:36
0
0%
10/ 18/ 22
52
01:08:38
00:01:38
0
00:00:00
N/ A
00:00:00
N/ A
01:26:43
00:01:40
0
0%
10/ 19/ 22
41
00:41:50
00:01:27
0
00:00:00
N/ A
00:00:00
N/ A
00:54:07
00:01:19
0
0%
10/ 20/ 22
33
00:29:53
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
00:40:16
00:01:13
0
0%
10/ 21/ 22
42
00:34:35
00:01:14
0
00:00:00
N/ A
00:00:00
N/ A
00:46:49
00:01:07
0
0%
10/ 22/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 23/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 210 03:49:05 00:01:24 0 00:00:00 N/ A 00:00:00 N/ A 04:55:17 00:01:24 0 0%

10/ 24/ 22
27
00:41:52
00:01:45
0
00:00:00
N/ A
00:00:00
N/ A
00:50:37
00:01:52
0
0%
10/ 25/ 22
28
00:48:49
00:01:57
0
00:00:00
N/ A
00:00:00
N/ A
00:58:58
00:02:06
0
0%
10/ 26/ 22
40
00:58:27
00:01:32
0
00:00:00
N/ A
00:00:00
N/ A
01:10:14
00:01:45
0
0%
10/ 27/ 22
39
00:44:40
00:01:24
0
00:00:00
N/ A
00:00:00
N/ A
00:58:07
00:01:29
0
0%
10/ 28/ 22
38
00:39:19
00:01:34
0
00:00:00
N/ A
00:00:00
N/ A
00:54:12
00:01:26
0
0%
10/ 29/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 30/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 172 03:53:07 00:01:37 0 00:00:00 N/ A 00:00:00 N/ A 04:52:07 00:01:42 0 0%

10/ 31/ 22
42
00:43:49
00:01:31
0
00:00:00
N/ A
00:00:00
N/ A
00:56:22
00:01:21
0
0%

Week 42 00:43:49 00:01:31 0 00:00:00 N/ A 00:00:00 N/ A 00:56:22 00:01:21 0 0%

Month 737 15:12:27 00:01:36 0 00:00:00 N/ A 00:00:00 N/ A 19:09:32 00:01:34 0 0%

Information Redacted - Voice - Non-ACD

October

Date Interaction Total Talk Avg Talk Hold Total Hold Avg Hold Total ACW Avg ACW Total Avg Handle Transfer Transfer %

10/ 1/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 2/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 0 00:00:00 N/ A 0 00:00:00 N/ A 00:00:00 N/ A 00:00:00 N/ A 0 N/ A

10/ 3/ 22
53
00:53:36
00:01:17
0
00:00:00
N/ A
00:00:00
N/ A
01:11:32
00:01:21
0
0%
10/ 4/ 22
51
00:35:25
00:00:59
0
00:00:00
N/ A
00:00:00
N/ A
00:49:46
00:00:59
0
0%
10/ 5/ 22
41
00:37:52
00:01:18
0
00:00:00
N/ A
00:00:00
N/ A
00:51:13
00:01:15
0
0%
10/ 6/ 22
35
00:29:57
00:00:58
0
00:00:00
N/ A
00:00:00
N/ A
00:40:59
00:01:10
0
0%
10/ 7/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 8/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 9/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 180 02:36:50 00:01:08 0 00:00:00 N/ A 00:00:00 N/ A 03:33:30 00:01:11 0 0%

10/ 10/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 11/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 12/ 22
20
00:17:54
00:01:03
0
00:00:00
N/ A
00:00:00
N/ A
00:22:49
00:01:08
0
0%
10/ 13/ 22
30
00:23:20
00:00:54
0
00:00:00
N/ A
00:00:00
N/ A
00:34:41
00:01:09
0
0%
10/ 14/ 22
43
00:30:48
00:00:51
0
00:00:00
N/ A
00:00:00
N/ A
00:45:22
00:01:03
0
0%
10/ 15/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 16/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 93 01:12:01 00:00:55 0 00:00:00 N/ A 00:00:00 N/ A 01:42:51 00:01:06 0 0%

10/ 17/ 22
38
00:34:02
00:01:10
1
00:00:17
00:00:17
00:00:00
N/ A
00:44:22
00:01:10
1
3%
10/ 18/ 22
35
00:32:17
00:01:01
0
00:00:00
N/ A
00:00:00
N/ A
00:44:07
00:01:16
0
0%
10/ 19/ 22
50
00:37:11
00:00:59
0
00:00:00
N/ A
00:00:00
N/ A
00:56:09
00:01:07
0
0%
10/ 20/ 22
60
00:45:53
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
01:01:57
00:01:02
0
0%
10/ 21/ 22
72
00:59:26
00:01:16
0
00:00:00
N/ A
00:00:00
N/ A
01:21:31
00:01:08
0
0%
10/ 22/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 23/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 255 03:28:49 00:01:08 1 00:00:17 00:00:17 00:00:00 N/ A 04:48:05 00:01:08 1 0%

10/ 24/ 22
49
00:39:24
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
00:50:51
00:01:02
0
0%
10/ 25/ 22
71
01:10:13
00:01:15
0
00:00:00
N/ A
00:00:00
N/ A
01:38:08
00:01:23
0
0%
10/ 26/ 22
27
00:31:27
00:01:19
0
00:00:00
N/ A
00:00:00
N/ A
00:38:35
00:01:26
0
0%
10/ 27/ 22
48
00:40:41
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
00:55:58
00:01:10
0
0%
10/ 28/ 22
52
00:42:03
00:01:00
0
00:00:00
N/ A
00:00:00
N/ A
00:56:59
00:01:06
0
0%
10/ 29/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 30/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 247 03:43:48 00:01:11 0 00:00:00 N/ A 00:00:00 N/ A 05:00:31 00:01:13 0 0%

10/ 31/ 22
58
00:55:00
00:01:07
0
00:00:00
N/ A
00:00:00
N/ A
01:14:09
00:01:17
0
0%

Week 58 00:55:00 00:01:07 0 00:00:00 N/ A 00:00:00 N/ A 01:14:09 00:01:17 0 0%

Month 833 11:56:29 00:01:07 1 00:00:17 00:00:17 00:00:00 N/ A 16:19:07 00:01:11 1 0%

Information Redacted - Voice - Non-ACD

October

Date Interaction Total Talk Avg Talk Hold Total Hold Avg Hold Total ACW Avg ACW Total Avg Handle Transfer Transfer %

10/ 1/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 2/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 0 00:00:00 N/ A 0 00:00:00 N/ A 00:00:00 N/ A 00:00:00 N/ A 0 N/ A

10/ 3/ 22
51
00:54:16
00:01:08
0
00:00:00
N/ A
00:00:00
N/ A
01:13:58
00:01:27
0
0%
10/ 4/ 22
47
00:44:28
00:01:05
1
00:01:40
00:01:40
00:00:00
N/ A
01:01:42
00:01:19
0
0%
10/ 5/ 22
38
00:59:07
00:01:41
0
00:00:00
N/ A
00:00:00
N/ A
01:12:06
00:01:54
0
0%
10/ 6/ 22
48
00:34:58
00:01:08
0
00:00:00
N/ A
00:00:00
N/ A
00:51:39
00:01:05
0
0%
10/ 7/ 22
33
00:38:32
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
00:49:49
00:01:31
0
0%
10/ 8/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 9/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 217 03:51:21 00:01:14 1 00:01:40 00:01:40 00:00:00 N/ A 05:09:13 00:01:25 0 0%

10/ 10/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 11/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 12/ 22
46
01:14:38
00:01:47
0
00:00:00
N/ A
00:00:00
N/ A
01:28:25
00:01:55
0
0%
10/ 13/ 22
55
00:57:35
00:01:14
0
00:00:00
N/ A
00:00:00
N/ A
01:16:31
00:01:23
0
0%
10/ 14/ 22
46
00:42:22
00:01:05
1
00:00:31
00:00:31
00:00:00
N/ A
00:58:04
00:01:16
0
0%
10/ 15/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 16/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 147 02:54:34 00:01:22 1 00:00:31 00:00:31 00:00:00 N/ A 03:43:01 00:01:31 0 0%

10/ 17/ 22
30
00:51:08
00:01:58
1
00:01:45
00:01:45
00:00:00
N/ A
01:03:15
00:02:06
1
3%
10/ 18/ 22
47
00:45:04
00:01:40
1
00:00:03
00:00:03
00:00:00
N/ A
01:05:21
00:01:23
0
0%
10/ 19/ 22
42
00:55:01
00:01:46
0
00:00:00
N/ A
00:00:00
N/ A
01:09:17
00:01:39
0
0%
10/ 20/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 21/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 22/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 23/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 119 02:31:14 00:01:48 2 00:01:48 00:00:54 00:00:00 N/ A 03:17:53 00:01:40 1 1%

10/ 24/ 22
60
00:41:54
00:01:04
1
00:00:01
00:00:01
00:00:00
N/ A
01:02:41
00:01:03
0
0%
10/ 25/ 22
40
00:38:41
00:01:13
0
00:00:00
N/ A
00:00:00
N/ A
00:50:07
00:01:15
0
0%
10/ 26/ 22
40
00:40:40
00:01:16
0
00:00:00
N/ A
00:00:00
N/ A
00:53:16
00:01:20
0
0%
10/ 27/ 22
47
01:05:17
00:01:46
1
00:01:14
00:01:14
00:00:00
N/ A
01:18:52
00:01:41
0
0%
10/ 28/ 22
39
00:57:29
00:01:45
2
00:04:17
00:02:08
00:00:00
N/ A
01:18:21
00:02:01
0
0%
10/ 29/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 30/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 226 04:04:01 00:01:25 4 00:05:32 00:01:23 00:00:00 N/ A 05:23:17 00:01:26 0 0%

10/ 31/ 22
54
00:34:36
00:00:58
0
00:00:00
N/ A
00:00:00
N/ A
00:52:16
00:00:58
0
0%

Week 54 00:34:36 00:00:58 0 00:00:00 N/ A 00:00:00 N/ A 00:52:16 00:00:58 0 0%

Month 763 13:55:45 00:01:22 8 00:09:31 00:01:11 00:00:00 N/ A 18:25:39 00:01:27 1 0%

Information Redacted - Voice - Non-ACD

October

Date Interaction Total Avg Talk Hold Total Avg Hold Total Avg ACW Total Avg Transfer Transfer

10/ 1/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 2/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 0 00:00:00 N/ A 0 00:00:00 N/ A 00:00:00 N/ A 00:00:00 N/ A 0 N/ A

10/ 3/ 22
36
00:33:07
00:01:14
0
00:00:00
N/ A
00:00:00
N/ A
00:47:09
00:01:19
0
0%
10/ 4/ 22
30
00:24:15
00:01:06
0
00:00:00
N/ A
00:00:00
N/ A
00:33:55
00:01:08
0
0%
10/ 5/ 22
46
00:26:45
00:00:53
0
00:00:00
N/ A
00:00:00
N/ A
00:40:34
00:00:53
0
0%
10/ 6/ 22
59
00:41:26
00:01:01
1
00:00:56
00:00:56
00:00:00
N/ A
01:07:52
00:01:09
0
0%
10/ 7/ 22
31
00:14:49
00:00:49
0
00:00:00
N/ A
00:00:00
N/ A
00:30:12
00:00:58
0
0%
10/ 8/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 9/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 202 02:20:21 00:01:01 1 00:00:56 00:00:56 00:00:00 N/ A 03:39:41 00:01:05 0 0%

10/ 10/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 11/ 22
15
00:14:25
00:00:58
1
00:04:16
00:04:16
00:00:00
N/ A
00:24:01
00:01:36
0
0%
10/ 12/ 22
31
00:26:42
00:01:04
2
00:00:12
00:00:06
00:00:00
N/ A
00:39:12
00:01:16
0
0%
10/ 13/ 22
27
00:25:14
00:01:12
0
00:00:00
N/ A
00:00:00
N/ A
00:34:24
00:01:16
0
0%
10/ 14/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 15/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 16/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 73 01:06:21 00:01:05 3 00:04:28 00:01:29 00:00:00 N/ A 01:37:37 00:01:20 0 0%

10/ 17/ 22
29
00:18:19
00:00:55
0
00:00:00
N/ A
00:00:00
N/ A
00:32:20
00:01:07
0
0%
10/ 18/ 22
36
00:18:01
00:00:45
0
00:00:00
N/ A
00:00:00
N/ A
00:31:57
00:00:53
0
0%
10/ 19/ 22
28
00:25:23
00:01:03
0
00:00:00
N/ A
00:00:00
N/ A
00:38:14
00:01:22
0
0%
10/ 20/ 22
34
00:10:03
00:00:35
0
00:00:00
N/ A
00:00:00
N/ A
00:25:51
00:00:46
0
0%
10/ 21/ 22
31
00:13:35
00:00:48
0
00:00:00
N/ A
00:00:00
N/ A
00:25:16
00:00:49
0
0%
10/ 22/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 23/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 158 01:25:22 00:00:50 0 00:00:00 N/ A 00:00:00 N/ A 02:33:38 00:00:58 0 0%

10/ 24/ 22
35
00:19:27
00:00:51
0
00:00:00
N/ A
00:00:00
N/ A
00:33:47
00:00:58
0
0%
10/ 25/ 22
44
00:23:22
00:00:45
1
00:00:14
00:00:14
00:00:00
N/ A
00:43:44
00:01:00
0
0%
10/ 26/ 22
44
00:37:48
00:01:11
0
00:00:00
N/ A
00:00:00
N/ A
00:55:57
00:01:16
0
0%
10/ 27/ 22
37
00:20:57
00:00:47
1
00:00:04
00:00:04
00:00:00
N/ A
00:38:55
00:01:03
0
0%
10/ 28/ 22
46
00:29:43
00:00:58
0
00:00:00
N/ A
00:00:00
N/ A
00:48:44
00:01:04
0
0%
10/ 29/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A
10/ 30/ 22
0
00:00:00
N/ A
0
00:00:00
N/ A
00:00:00
N/ A
00:00:00
N/ A
0
N/ A

Week 206 02:11:17 00:00:55 2 00:00:18 00:00:09 00:00:00 N/ A 03:41:07 00:01:04 0 0%

10/ 31/ 22
44
00:32:50
00:01:10
1
00:01:45
00:01:45
00:00:00
N/ A
00:48:17
00:01:06
0
0%

Week 44 00:32:50 00:01:10 1 00:01:45 00:01:45 00:00:00 N/ A 00:48:17 00:01:06 0 0%

Month 683 07:36:11 00:00:58 7 00:07:27 00:01:04 00:00:00 N/ A 12:20:21 00:01:05 0 0%

Information Redacted - Voice - Non-ACD

October

Date Interaction Total Talk Avg Talk Hold Total Hold Avg Hold Total ACW Avg ACW Total Avg Handle Transfer Transfer %

10/ 1/ 22
0
00:00:00
N/A
0
00:00:00
N/A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 2/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A

Week Totals 0 00:00:00 N/ A 0 00:00:00 N/ A 00:00:00 N/ A 00:00:00 N/ A 0 N/ A

10/ 3/ 22
33
00:24:07
00:01:00
2
00:00:01
00:00:00
00:00:00
N/ A
00:35:40
00:01:05
0
0%
10/ 4/ 22
48
00:32:07
00:00:54
0
00:00:00
N/ A
00:00:00
N/ A
00:46:27
00:00:58
0
0%
10/ 5/ 22
46
00:25:57
00:00:49
1
00:00:00
00:00:00
00:00:00
N/ A
00:39:04
00:00:51
0
0%
10/ 6/ 22
43
00:31:47
00:00:53
0
00:00:00
N/ A
00:00:00
N/ A
00:45:31
00:01:04
0
0%
10/ 7/ 22
45
00:45:40
00:01:23
0
00:00:00
N/ A
00:00:00
N/A
00:57:58
00:01:17
0
0%
10/ 8/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 9/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A

Week Totals 215 02:39:38 00:00:59 3 00:00:01 00:00:00 00:00:00 N/ A 03:44:40 00:01:03 0 0%

10/ 10/ 22
0
00:00:00
N/A
0
00:00:00
N/A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 11/ 22
23
00:32:58
00:01:30
0
00:00:00
N/ A
00:00:00
N/A
00:42:11
00:01:50
0
0%
10/ 12/ 22
37
00:26:33
00:00:59
0
00:00:00
N/ A
00:00:00
N/A
00:41:02
00:01:07
0
0%
10/ 13/ 22
59
00:30:01
00:00:47
1
00:00:00
00:00:00
00:00:00
N/A
00:51:04
00:00:52
0
0%
10/ 14/ 22
32
00:33:29
00:01:14
0
00:00:00
N/ A
00:00:00
N/A
00:45:26
00:01:25
0
0%
10/ 15/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 16/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A

Week Totals 151 02:03:00 00:01:05 1 00:00:00 00:00:00 00:00:00 N/ A 02:59:42 00:01:11 0 0%

10/ 17/ 22
35
00:36:23
00:01:24
0
00:00:00
N/A
00:00:00
N/A
00:46:48
00:01:20
0
0%
10/ 18/ 22
29
00:14:51
00:00:49
0
00:00:00
N/ A
00:00:00
N/A
00:27:09
00:00:56
0
0%
10/ 19/ 22
41
00:37:29
00:01:34
0
00:00:00
N/A
00:00:00
N/A
00:49:44
00:01:13
0
0%
10/ 20/ 22
31
00:20:48
00:00:57
2
00:00:02
00:00:01
00:00:00
N/A
00:34:45
00:01:07
0
0%
10/ 21/ 22
47
00:32:55
00:01:00
1
00:00:00
00:00:00
00:00:00
N/A
00:50:12
00:01:04
0
0%
10/ 22/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 23/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A

Week Totals 183 02:22:26 00:01:09 3 00:00:02 00:00:01 00:00:00 N/ A 03:28:38 00:01:08 0 0%

10/ 24/ 22
50
00:26:40
00:00:43
0
00:00:00
N/A
00:00:00
N/A
00:46:29
00:00:56
0
0%
10/ 25/ 22
45
00:29:02
00:01:00
1
00:00:00
00:00:00
00:00:00
N/A
00:44:46
00:01:00
0
0%
10/ 26/ 22
59
00:42:00
00:00:59
1
00:00:01
00:00:01
00:00:00
N/A
01:02:58
00:01:04
0
0%
10/ 27/ 22
0
00:00:00
N/A
0
00:00:00
N/A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 28/ 22
33
00:20:34
00:00:59
0
00:00:00
N/ A
00:00:00
N/A
00:32:45
00:01:00
0
0%
10/ 29/ 22
0
00:00:00
N/A
0
00:00:00
N/A
00:00:00
N/A
00:00:00
N/A
0
N/A
10/ 30/ 22
0
00:00:00
N/A
0
00:00:00
N/ A
00:00:00
N/A
00:00:00
N/A
0
N/A

Week Totals 187 01:58:16 00:00:55 2 00:00:01 00:00:01 00:00:00 N/ A 03:06:59 00:01:00 0 0%

10/ 31/ 22
52
00:30:35
00:00:54
0
00:00:00
N/A
00:00:00
N/A
00:50:15
00:00:58
0
0%

Week Totals 52 00:30:35 00:00:54 0 00:00:00 N/ A 00:00:00 N/ A 00:50:15 00:00:58 0 0%

Month 788 09:33:57 00:01:01 9 00:00:05 00:00:01 00:00:00 N/ A 14:10:15 00:01:05 0 0% image1.jpg image2.jpg image3.jpg image4.jpg

File details come from the government source that posted it. Updated .