20111110 FSD Operations Report.xls

XLS spreadsheet 605 KB Posted Nov 15, 2011

Attached to: Request for Information for a Consolidated Multichannel Tier 1 Service Desk
Solicitation number: IAE-0003
Issued by: GSA Office of Governmentwide Policy

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Other files

File	Type	Posted
FSD RFI v7.docx	DOCX document	Nov 15, 2011
SLA Attachment 1.docx	DOCX document	Nov 15, 2011
FSD MONTHLY REPORT.doc	DOC document	Nov 15, 2011
FSD Annual Report 2010-2011.docx	DOCX document	Nov 15, 2011

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Report Field Definitions

	FSD CALL CENTER DATA		FSD INCIDENT DATA	Start of Month	Tue 2011-11-01
	DESCRIPTION OF ACTIVITY		DESCRIPTION OF ACTIVITY	End of Month	Wed 2011-11-30
Column/Row			Note: An "incident" means a help desk ticket has been created. No new help desk ticket is created if a user calls about an existing help desk ticket.	Tab Prefix	NOV2011
B2	Calls Handled	Column/Row		Sheet Header Label	November 2011
	This is the number of calls answered by the call center agents	B33	Total Phone Call Incidents	Workdays this month	22
			This is the number of incidents created for calls answered by a call center agent	Report Date	Thu 2011-11-10
C2	% Answered in 20 seconds (80% of calls responded to within 20 seconds)			Days worked so far. Based on report selection	8
	This is the percentage of calls that were answered within 20 seconds	C33	Escalated	Days remaining	14
			This is the number of incidents for phone calls answered by a call center agent escalated to Tier 2/3
D2	Avg. Talk Time
	This is the average talk time by agents before call is released	D33	Total Web Chat Incidents
			This is the number of incidents created for Web Chats responded to by a FSD agent
E2	Avg. ACW (After Call)
	This is the average time spent by agents documenting/resolving call issues	E33	Escalated
			This is the number of incidents for Web Chats responded to by a call center agent escalated to Tier 2/3
F2	Total Call Handle Time
	This is the average total talk and after call time spent by agents per call	F33	Total Web Form Incidents
			This is the number of incidents created for Web Forms received by a FSD agent
G2	ACD Calls
	This is the number of calls answered by the call center agents	G33	Escalated
			This is the number of incidents for Web Forms received by a call center agent escalated to Tier 2/3
H2	ACD Calls Answered in 20 seconds
	This is the number of calls that were answered within 20 seconds	H33	Total Email Incidents
			This is the number of incidents created for Emails received by a FSD agent
I2	Abandoned Calls
	This is the number of calls received but not answered by the call center	I33	Escalated
			This is the number of incidents for Emails received by a FSD agent escalated to Tier 2/3
J2	% Ans
	This is the percentage of calls that were answered by the call center agents	J33	Total Incidents
			This is the total number of incidents created by a FSD agent
K2	Total Calls
	This is the total number of calls received (Handled and Abandoned)	K33	Total Escalated
			This is the total number of incidents created by a FSD agent escalated to Tier 2/3
L2	Abandon Rate
	This is the percentage of calls received that were not answered	L33	Total Tier 2/3 Pending Requests
			This is the total number of unresolved incidents escalated to Tier 2/3 by FSD
M2	Recovery Calls
	This is the total number of calls answered by FSD for Recovery.gov	M33	Phone Pending
			This is the total number of unresolved Phone Call incidents escalated to Tier 2/3 by FSD
N2	Web Answer Center Hits
	This is the total number of inquires made by a user from Web Answer Center (Only reported on FBO reports, but includes all services at this time)	N33	Web Chat Pending
			This is the total number of unresolved Web Chat incidents escalated to Tier 2/3 by FSD
O2	Forced Abandoned
	This is the total number of calls forced abandoned by the Phone Switch due to call limits	O33	Web Form Pending
			This is the total number of unresolved Web Form incidents escalated to Tier 2/3 by FSD
		P33	Email Pending
			This is the total number of unresolved Email incidents escalated to Tier 2/3 by FSD
		Q33	Age 1-7 days
			This is the total number of unresolved incidents escalated to Tier 2/3 by FSD created 1-7 days before current report date
		R33	Age 8 to 14 days
			This is the total number of unresolved incidents escalated to Tier 2/3 by FSD created 8-14 days before current report date
		S33	Age 15-28 days
			This is the total number of unresolved incidents escalated to Tier 2/3 by FSD created 15-28 days before current report date
		T33	Age 29+ days
			This is the total number of unresolved incidents escalated to Tier 2/3 by FSD created 29+ days before current report date
	FSD METRICS DASHBOARD		FSD METRICS DASHBOARD
	DESCRIPTION OF ACTIVITY		DESCRIPTION OF ACTIVITY
	Monthly		Daily
Column/Row		Column/Row
A65	FSD Availability	A80	Average Speed to Answer (Phone Call)
	This is the percentage of total time that FSD was available to assist callers		This is the percentage of calls with a average speed to answer of 20 seconds
A66	First Call Resolution Rate (Tier 1)	A81	Average Speed to Answer (Web Form 1hour / 2hr weekend)
	This is the percentage of calls resolved during the first contact with the caller		This is the percentage of web forms acknowledged, responded to within SLA
A67	Tier 2/3 Escalation	A82	Average Wait Time Web Chat
	This is the percentage of calls escalated to Tier 2/3		This is the average time from when a user starts a web chat until a agent responds
A68	Incorrect Escalation	A83	Percentage of Calls Abandoned (Web Chat)
	This is the percentage of calls incorrectly escalated to Tier 2/3		This is the percentage of Web Chats received that were not responded to by a agent
A69	Average Speed to Answer (Phone Call)		FSD METRICS DASHBOARD
	This is the percentage of calls with a average speed to answer of 20 seconds		DESCRIPTION OF ACTIVITY
			Weekly
A70	Average Handle Time	Column/Row
	This is the average total talk and after call time spent by agents per call	A85	Average Speed to Answer (Phone Call)
			This is the percentage of calls with a average speed to answer of 20 seconds
A71	Percentage of Calls Abandoned (Phone Call)
	This is the percentage of calls received that were not answered	A86	Average Speed to Answer (Web Form 1hour / 2hr weekend)
			This is the percentage of web forms acknowledged, responded to within SLA
A72	Accuracy and Completeness of Self Service Knowledgebase (Answer Center)
	This is the percentage resources audited and evaluated to meet accuracy requirements	A87	Average Wait Time Web Chat
			This is the average time from when a user starts a web chat until a agent responds
		A88	Percentage of Calls Abandoned (Web Chat)
			This is the percentage of Web Chats received that were not responded to by a agent

D-Sum

Date	Total Phone	Total Web chats	Total Web Forms	Abandons	Total Tier 2/3 Pending Requests	Total Attempts	Total Visits	Total Hits	Total Incidents
Tue 01-Nov	1,094	0	39	36	63	1,169	2,371	8,301	1,125
Wed 02-Nov	1,075	0	22	20	38	1,117	2,341	8,006	1,091
Thu 03-Nov	1,002	0	40	23	43	1,065	2,110	6,978	1,041
Fri 04-Nov	941	0	28	44	32	1,013	1,926	6,474	953
Sat 05-Nov	0	0	4	0	0	4	531	1,396	6
Sun 06-Nov	0	0	6	0	1	6	580	1,499	7
Mon 07-Nov	1,073	0	40	32	52	1,145	2,071	6,940	1,108
Tue 08-Nov	1,070	0	19	27	37	1,116	2,246	7,181	1,086
Wed 09-Nov	1,121	0	27	11	49	1,159	2,190	7,264	1,139
Thu 10-Nov	933	0	27	9	24	969	2,056	6,751	960
Fri 11-Nov	0	0	0	0	0	0	0	0	0
Sat 12-Nov	0	0	0	0	0	0	0	0	0
Sun 13-Nov	0	0	0	0	0	0	0	0	0
Mon 14-Nov	0	0	0	0	0	0	0	0	0
Tue 15-Nov	0	0	0	0	0	0	0	0	0
Wed 16-Nov	0	0	0	0	0	0	0	0	0
Thu 17-Nov	0	0	0	0	0	0	0	0	0
Fri 18-Nov	0	0	0	0	0	0	0	0	0
Sat 19-Nov	0	0	0	0	0	0	0	0	0
Sun 20-Nov	0	0	0	0	0	0	0	0	0
Mon 21-Nov	0	0	0	0	0	0	0	0	0
Tue 22-Nov	0	0	0	0	0	0	0	0	0
Wed 23-Nov	0	0	0	0	0	0	0	0	0
Thu 24-Nov	0	0	0	0	0	0	0	0	0
Fri 25-Nov	0	0	0	0	0	0	0	0	0
Sat 26-Nov	0	0	0	0	0	0	0	0	0
Sun 27-Nov	0	0	0	0	0	0	0	0	0
Mon 28-Nov	0	0	0	0	0	0	0	0	0
Tue 29-Nov	0	0	0	0	0	0	0	0	0
Wed 30-Nov	0	0	0	0	0	0	0	0	0
Thu 01-Dec	0	0	0	0	0	0	0	0	0
Daily Totals	8,309	0	252	202	339	8,763	18,422	60,790	8,516

D-Sum

Backlog Abandons Web Chat Phone Web Forms Total Incidents Day Amt Service Request Overview

Summary

Call Volume Data	Mth Vol	Mth Vol Est	Daily Vol	Phone Survey Summary			#
CCR / FEDREG / EPLS / CCIS/FSRS-Grants (ACD Calls)	7,456	20,504	827	Total number of surveys for week			674
All Others (FBO, CFDA, ESRS, FSRS-Contracts) (ACD Calls)	853	2,346	106	Overall score for all services			4.13
WebForms	252	693	27	Web Survey Summary
WebChats	0	0	0	Total number of surveys			9
Total Service Requests (ACD, Webform, Chat)	8,561	23,543	960	Overall average			2.70
Answer Center Sessions	18,422	50,661	2,056	Workdays this Month			22
Old Tickets	88
1	FSD
	Thu 2011-11-10
November 2011 FSD Call Center Data	Total Volume	%	Nov-10 Daily Vol	%
Total Service Requests (ACD, Webform, Chat)	8,561		960
Total Incidents (RtNow Tickets)	8,516	100.0%	960	100.0%
Total Phone Call Incidents	8,107	95.2%	914	95.2%
Total Web Chat Incidents	- 0	0.0%	- 0	0.0%
Total Web Form Incidents	252	3.0%	27	2.8%
Total System Generated Incidents	157	1.8%	19	2.0%
Total Old Tickets	88
Total Escalations	1,241	14.6%	163	17.0%
Total Phone Calls Escalated	1,178	14.5%	156	16.3%
Total Web Chats Escalated	- 0	0.0%	- 0	0.0%
Total Web Forms Escalated	63	25.0%	7	0.7%
Total System Generated Incidents Escalated	- 0	0.0%	- 0	0.0%
Total Escalated old Tickets	82
Perfomance data
% Answered in 90 seconds
Avg. Talk Time
Avg. ACW
Total Call Handle Time
ACD Calls
ACD Calls Answered in 90 seconds
Abandoned Calls
% Ans
Abandon Rate
Recovery Calls
Forced Abandoned
Current Month Performance Summary Data
CURRENT MONTH NUMBERS	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total Email Incidents	Total Email Incidents Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Email Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days	Cumulated Handle Time	Tab Name
Service	Calls Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Calls	Abandon Rate	Recovery Calls		Total Phone Call Incidents	Escalated	Total Web Chat Incidents	Escalated	Total Web Form Incidents		Escalated	Total Email Incidents			Escalated	Total Incidents	Total Escalated										0:00:00
November 2011 FSD Call Center Data	8,309	92.77%	0:07:35	0:02:48	0:10:24	8,309	7,708	202	97.63%	8,511	2.37%	712	0	8,107	1,178	0	0	252	63			157	0	8,359	1,241	343	290	0	53	0	7,827	32	0	0	0	1441:40:09	FSD
November 2011 FSD FBO Call Center Data	500	93.00%	0:07:44	0:02:40	0:10:25	500	465	6	98.81%	506	1.19%	11	0	298	40	0	0	31	8			0	0	329	48	23	16	0	7		306	2	0	0	0	86:48:20	FBO
November 2011 FSD CFDA Call Center Data	56	92.86%	0:05:38	0:04:30	0:10:09	56	52	1	98.25%	57	1.75%	4	0	27	3	0	0	8	3			0	0	35	6	6	2	0	4		29	1	0	0	0	9:28:52	CFDA
November 2011 FSD CCR Call Center Data	4,947	96.71%	0:07:43	0:01:20	0:09:04	4,947	4,784	118	97.67%	5,065	2.33%	656	0	7,365	1,030	0	0	108	13			0	0	7,473	1,043	244	231	0	13		7,229	22	0	0	0	748:24:19	CCR
November 2011 FSD FEDREG Call Center Data	59	98.31%	0:08:55	0:05:26	0:14:21	59	58	1	98.33%	60	1.67%	0	0	9	1	0	0	1	0			0	0	10	1	0	0	0	0		10	0	0	0	0	14:07:15	FEDREG
November 2011 FSD EPLS Call Center Data	68	100.00%	0:06:29	0:02:50	0:09:19	68	68	2	97.14%	70	2.86%	3	0	51	11	0	0	7	5			0	0	58	16	16	10	0	6		42	2	0	0	0	10:33:49	EPLS
November 2011 FSD CCIS Data	2,316	82.82%	0:07:26	0:01:42	0:09:08	2,316	1,918	65	97.27%	2,381	2.73%	0	0	0																						353:01:45	CCIS
November 2011 FSD ESRS Call Center Data	235	100.00%	0:08:28	0:02:30	0:10:58	235	235	7	97.11%	242	2.89%	19	0	203	72	0	0	62	19			0	0	265	91	54	31	0	23		211	5	0	0	0	43:00:06	ESRS
November 2011 FSD FSRS-Contracts Call Center Data	62	100.00%	0:07:48	0:01:29	0:09:18	62	62	1	98.41%	63	1.59%	6	0	41	8	0	0	15	5			0	0	56	13	8	5	0	3		48	1	0	0	0	9:36:43	FSRS-Contracts
November 2011 FSD FSRS-Grants Call Center Data	66	100.00%	0:08:07	0:02:48	0:10:56	66	66	1	98.51%	67	1.49%	13	0	51	13	0	0	20	10			0	0	71	23	15	6	0	9		56	2	0	0	0	12:01:36	FSRS-Grants
Old Tickets														49	47	2	2	37	33	0	0	0	0	88	82	82	49	2	0	0	0	0	4	12	72		FSD
Thu 2011-11-10 DAILY NUMBERS	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total Email Incidents	Total Email Incidents Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Email Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days	Cumulated Handle Time	Tab Name
November 2011 FSD Call Center Data	933	94.75%	0:08:26	0:02:25	0:10:52	933	884	9	99.04%	942	0.96%	87	0	914	156	0	0	27	7	0	0	19	0	960	163	24	23	0	1	0	936	18	0	0	0	169:00:19	FSD
November 2011 FSD FBO Call Center Data	75	90.67%	0:07:08	0:01:41	0:08:49	75	68	0	100.00%	75	0.00%	1	0	39	13	0	0	8	4	0	0	0	0	47	17	1	1	0	0	0	46	1	0	0	0	11:01:15	FBO
November 2011 FSD CFDA Call Center Data	11	90.91%	0:05:15	0:02:13	0:07:28	11	10	0	100.00%	11	0.00%	0	0	5	2	0	0	1	0	0	0	0	0	6	2	1	1	0	0	0	5	1	0	0	0	1:22:08	CFDA
November 2011 FSD CCR Call Center Data	554	97.65%	0:07:44	0:01:25	0:09:09	554	541	3	99.46%	557	0.54%	79	0	828	133	0	0	9	1	0	0	0	0	837	134	16	16	0	0	0	821	10	0	0	0	84:29:06	CCR
November 2011 FSD FEDREG Call Center Data	5	100.00%	0:08:55	0:06:34	0:15:29	5	5	0	100.00%	5	0.00%	0	0	1	0	0	0	0	0	0	0	0	0	1	0	0	0	0	0	0	1	0	0	0	0	1:17:25	FEDREG
November 2011 FSD EPLS Call Center Data	10	100.00%	0:08:25	0:01:46	0:10:11	10	10	0	100.00%	10	0.00%	2	0	8	2	0	0	0	0	0	0	0	0	8	2	2	2	0	0	0	6	2	0	0	0	1:41:50	EPLS
November 2011 FSD CCIS Data	249	88.76%	0:07:38	0:01:10	0:08:48	249	221	6	97.65%	255	2.35%	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	36:31:12	CCIS
November 2011 FSD ESRS Call Center Data	14	100.00%	0:11:14	0:02:51	0:14:05	14	14	0	100.00%	14	0.00%	2	0	14	3	0	0	5	0	0	0	0	0	19	3	1	1	0	0	0	18	1	0	0	0	3:17:10	ESRS
November 2011 FSD FSRS-Contracts Call Center Data	6	100.00%	0:10:05	0:01:58	0:12:03	6	6	0	100.00%	6	0.00%	0	0	3	0	0	0	1	1	0	0	0	0	4	1	0	0	0	0	0	4	0	0	0	0	1:12:18	FSRS-Contracts
November 2011 FSD FSRS-Grants Call Center Data	9	100.00%	0:09:34	0:02:13	0:11:47	9	9	0	100.00%	9	0.00%	3	0	8	3	0	0	3	1	0	0	0	0	11	4	3	2	0	1	0	8	3	0	0	0	1:46:03	FSRS-Grants
Old Tickets														49	47	2	2	37	33	0	0	0	0	88	82	82	49	2	0	0	0	0	4	12	72		FSD
																																					FSD Metrics Dashboard		FSD
																																					Metric	Actual	PI	Exceeds	Meets	Not met
																																				!E78	FSD Availability	100.00%	EX	<1	99%	1>
																																				!E79	First Call Resolution Rate (Tier 1)	85.82%	NM	90>	90%	<90
																																				!E80	Tier 2/3 Escalation	14.18%	EX	<20	20%	20>
																																				!E81	Incorrect Escalation	0.00%	EX	<5	5%	5>
																																				!E82	Average Speed to Answer (Phone Call)	92.77%	EX	80>	80%	<80
																																				!E83	Average Handle Time	0:10:24	EX	<15	0:15:00	15>
																																				!E84	Percentage of Calls Abandoned (Phone Call)	2.37%	EX	<5	5%	5>
																																				!E85	Accuracy and Completeness of Self Service Knowledgebase (Answer Center)	100.00%	EX	98>	98%	<98
																																					Legend:
																																					Exceeds		EX
																																					Meets		MT
																																					Not Met		NM
																																					Monthly Pie Chart Data
																																					49%	100%
																																					1%	97.63%		97.6% Mth
																																					50%	2.37%		97.63%
																																					Daily Pie Chart Data
																																					50%	100%
																																					0%	99.04%		99.% Nov-10
																																					50%	0.96%		0.00%

&LPrinted: &D - &T Name: &F - &A&RPage &P of &N Information for displaying SLA's contained to the right

Summary

40848	40848	40848	40848	40848	1125
40849	40849	40849	40849	40849	1091
40850	40850	40850	40850	40850	1041
40851	40851	40851	40851	40851	953
40852	40852	40852	40852	40852	6
40853	40853	40853	40853	40853	7
40854	40854	40854	40854	40854	1108
40855	40855	40855	40855	40855	1086
40856	40856	40856	40856	40856	1139
40857	40857	40857	40857	40857	960
40858	40858	40858	40858	40858	0
40859	40859	40859	40859	40859	0
40860	40860	40860	40860	40860	0
40861	40861	40861	40861	40861	0
40862	40862	40862	40862	40862	0
40863	40863	40863	40863	40863	0
40864	40864	40864	40864	40864	0
40865	40865	40865	40865	40865	0
40866	40866	40866	40866	40866	0
40867	40867	40867	40867	40867	0
40868	40868	40868	40868	40868	0
40869	40869	40869	40869	40869	0
40870	40870	40870	40870	40870	0
40871	40871	40871	40871	40871	0
40872	40872	40872	40872	40872	0
40873	40873	40873	40873	40873	0
40874	40874	40874	40874	40874	0
40875	40875	40875	40875	40875	0
40876	40876	40876	40876	40876	0
40877	40877	40877	40877	40877	0
40878	40878	40878	40878	40878	0

Backlog Abandons Web Chat Phone Web Forms Total Incidents Day Amt Service Request Overview

NOV2011SCENTER

97.6% Mth

DayView

99.% Nov-10

NOV2011FSD

November 2011 FSD Answer Center Usage Data
	Total Sessions	Total Hits
Date	18,422	60,790
Tue 01-Nov	2,371	8,301
Wed 02-Nov	2,341	8,006
Thu 03-Nov	2,110	6,978
Fri 04-Nov	1,926	6,474
Sat 05-Nov	531	1,396
Sun 06-Nov	580	1,499
Mon 07-Nov	2,071	6,940
Tue 08-Nov	2,246	7,181
Wed 09-Nov	2,190	7,264
Thu 10-Nov	2,056	6,751
Fri 11-Nov
Sat 12-Nov
Sun 13-Nov
Mon 14-Nov
Tue 15-Nov
Wed 16-Nov
Thu 17-Nov
Fri 18-Nov
Sat 19-Nov
Sun 20-Nov
Mon 21-Nov
Tue 22-Nov
Wed 23-Nov
Thu 24-Nov
Fri 25-Nov
Sat 26-Nov
Sun 27-Nov
Mon 28-Nov
Tue 29-Nov
Wed 30-Nov
Thu 01-Dec
Weekend
Holiday

% of Calls Answered

NOV2011CCIS

Day of Month to Review:		4
TabName	Call Ref	Abdn	Amount	Abandons
FSD	!B8	!I8	941	44
CCIS	!B8	!I8	268	15
CCR	!B8	!I8	553	26
FEDREG	!B8	!I8	7	0
FBO	!B8	!I8	52	2
CFDA	!B8	!I8	2	0
ESRS	!B8	!I8	33	1
Daily Total			1856	88	95.47%

NOV2011CCR

	November 2011 FSD Call Center Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls		Cumulated Handle Time
Target		80.00%									5.00%			0:09:17
Total/Average	8,309	92.77%	0:07:35	0:02:48	0:10:24	8,309	7,708	202	97.63%	8,511	2.37%	712		0:08:09
Tue 01-Nov	1,094	88.76%	0:07:38	0:02:54	0:10:33	1,094	971	36	96.81%	1,130	3.19%	112		192:29:48
Wed 02-Nov	1,075	93.49%	0:07:23	0:02:45	0:10:08	1,075	1,005	20	98.17%	1,095	1.83%	87		181:47:16
Thu 03-Nov	1,002	93.31%	0:07:33	0:02:06	0:09:39	1,002	935	23	97.76%	1,025	2.24%	76		161:24:08
Fri 04-Nov	941	88.74%	0:07:46	0:02:53	0:10:40	941	835	44	95.53%	985	4.47%	68		167:17:20
Sat 05-Nov														0:00:00
Sun 06-Nov														0:00:00
Mon 07-Nov	1,073	93.20%	0:07:19	0:03:03	0:10:23	1,073	1,000	32	97.10%	1,105	2.90%	92		185:41:19
Tue 08-Nov	1,070	94.39%	0:07:38	0:03:27	0:11:06	1,070	1,010	27	97.54%	1,097	2.46%	94		197:57:00
Wed 09-Nov	1,121	95.27%	0:06:59	0:02:54	0:09:53	1,121	1,068	11	99.03%	1,132	0.97%	96		184:53:44
Thu 10-Nov	933	94.75%	0:08:26	0:02:25	0:10:52	933	884	9	99.04%	942	0.96%	87		169:00:19
Fri 11-Nov														0:00:00
Sat 12-Nov														0:00:00
Sun 13-Nov														0:00:00
Mon 14-Nov														0:00:00
Tue 15-Nov														0:00:00
Wed 16-Nov														0:00:00
Thu 17-Nov														0:00:00
Fri 18-Nov														0:00:00
Sat 19-Nov														0:00:00
Sun 20-Nov														0:00:00
Mon 21-Nov														0:00:00
Tue 22-Nov														0:00:00
Wed 23-Nov														0:00:00
Thu 24-Nov														0:00:00
Fri 25-Nov														0:00:00
Sat 26-Nov														0:00:00
Sun 27-Nov														0:00:00
Mon 28-Nov														0:00:00
Tue 29-Nov														0:00:00
Wed 30-Nov														0:00:00
Thu 01-Dec														0:00:00
	November 2011 FSD Incident Data
Dates	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days
Target
Total/Average	8,107	1,178	0	0	252	63	157	0	8,359	1,241	8,611	301	0	65	8,150	345	0	0	0
Tue 01-Nov	1,055	187	0	0	39	11	31	0	1,125	198	63	57	0	10	1,058	67	0	0	0
Wed 02-Nov	1,054	130	0	0	22	7	15	0	1,091	137	38	34	0	6	1,051	39	0	0	0
Thu 03-Nov	980	135	0	0	40	12	21	0	1,041	147	43	35	0	11	995	42	0	0	0
Fri 04-Nov	908	117	0	0	28	8	17	0	953	125	32	27	0	9	917	33	0	0	0
Sat 05-Nov	0	0	0	0	4	0	2	0	6	0	0	0	0	1	5	1	0	0	0
Sun 06-Nov	0	0	0	0	6	1	1	0	7	1	1	0	0	1	6	1	0	0	0
Mon 07-Nov	1,050	142	0	0	40	12	18	0	1,108	154	52	42	0	15	1,051	53	0	0	0
Tue 08-Nov	1,049	146	0	0	19	1	18	0	1,086	147	37	36	0	3	1,047	38	0	0	0
Wed 09-Nov	1,097	165	0	0	27	4	15	0	1,139	169	49	47	0	8	1,084	53	0	0	0
Thu 10-Nov	914	156	0	0	27	7	19	0	960	163	24	23	0	1	936	18	0	0	0
Fri 11-Nov
Sat 12-Nov
Sun 13-Nov
Mon 14-Nov
Tue 15-Nov
Wed 16-Nov
Thu 17-Nov
Fri 18-Nov
Sat 19-Nov
Sun 20-Nov
Mon 21-Nov
Tue 22-Nov
Wed 23-Nov
Thu 24-Nov
Fri 25-Nov
Sat 26-Nov
Sun 27-Nov
Mon 28-Nov
Tue 29-Nov
Wed 30-Nov
Thu 01-Dec
Old Tickets	49	47	2	2	37	33	0	0	88	82	82	49	2	0	0	0	4	12	72
FSD Metrics Dashboard
Metric	Exceeds	Meets	Not met	Actual	PI
FSD Availability	<1	99%	1>	100.00%	EX
First Call Resolution Rate (Tier 1)	80>*	80%	<80	85.82%	EX	(calls handled - escalated) / calls handled
Tier 2/3 Escalation	<20*	20%	20>	14.18%	EX	(calls escalated / calls handled)
Incorrect Escalation	<5	5%	5>	0.00%	EX
Average Speed to Answer (Phone Call)	80>	80%	<80	92.77%	EX	(acd calls answered in 90 seconds / calls handled
Average Handle Time	<15	15min	15>	0:10:24	EX	(cum handle time / total calls)
Percentage of Calls Abandoned (Phone Call)	<5	5%	5>	2.37%	EX	(abandonded calls / (abandonded calls + calls handled))
Accuracy and Completeness of Self Service Knowledgebase (Answer Center)	98>	98%	<98	100.00%	EX
Legend:	Exceeds			EX
	Meets			MT
	Not Met			NM
DAILY	Exceeds	Meets	Not met	AVG	PI
Average Speed to Answer (Phone Call)	80>	80%	<80	97.40%	EX
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	1:00:00	60>	0:41:32	EX
Average Wait Time Web Chat	<25sec	0:00:24	25>	N/A	NM
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	NM
Weekly				AVG	Avg PI	Mon	Mon PI	Tue	Tue PI	Wed	Wed PI	Thur	Thu PI	Fri	Fri	Fri PI
Average Speed to Answer (Phone Call)	80>	80%	<80	97.28%	EX	96.01%	EX	96.35%	EX	99.36%	EX	97.40%	EX	0	0.00%	EX
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	1:00:00	60>	0:24:30	EX	0:12:00	EX	0:15:54	EX	0:41:47	EX	0:41:32	EX	0	0:00:00	NM
Average Wait Time Web Chat	<25sec	0:00:25	25>	N/A	NM	N/A	NM	N/A	NM	N/A	NM	N/A	NM	0		EX
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	NM	N/A	NM	N/A	NM	N/A	NM	N/A	NM	0		EX
0
0
0
0

NOV2011FEDREG

	November 2011 FSD CCIS Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Cumulated Handle Time
Target		80.00%									5.00%
Total/Average	2,316	82.82%	0:07:26	0:01:42	0:09:08	2,316	1,918	65	97.27%	2,381	2.73%	0	0	353:45:40
Tue 01-Nov	295	74.24%	0:08:00	0:02:06	0:10:06	295	219	11	96.41%	306	3.59%	0	0	49:39:30
Wed 02-Nov	308	82.79%	0:07:37	0:02:05	0:09:42	308	255	7	97.78%	315	2.22%	0	0	49:47:36
Thu 03-Nov	302	85.10%	0:07:36	0:01:41	0:09:17	302	257	5	98.37%	307	1.63%	0	0	46:43:34
Fri 04-Nov	268	71.64%	0:06:39	0:01:50	0:08:29	268	192	15	94.70%	283	5.30%	0	0	37:53:32
Sat 05-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 06-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 07-Nov	300	82.67%	0:07:19	0:01:41	0:09:00	300	248	11	96.46%	311	3.54%	0	0	45:00:00
Tue 08-Nov	308	86.04%	0:07:31	0:01:33	0:09:04	308	265	6	98.09%	314	1.91%	0	0	46:32:32
Wed 09-Nov	286	91.26%	0:07:11	0:01:33	0:08:44	286	261	4	98.62%	290	1.38%	0	0	41:37:44
Thu 10-Nov	249	88.76%	0:07:38	0:01:10	0:08:48	249	221	6	97.65%	255	2.35%	0	0	36:31:12
Fri 11-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 12-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 13-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 14-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 15-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 16-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 17-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 18-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 19-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 20-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 21-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 22-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 23-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 24-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 25-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 26-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 27-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 28-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 29-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 30-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 01-Dec		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00

Phone Surveys-Old

	November 2011 FSD CCR Call Center Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Cumulated Handle Time
Target		80.00%									5.00%
Total/Average	4,947	96.71%	0:07:43	0:01:20	0:09:04	4,947	4,784	118	97.67%	5,065	2.33%	656	0	748:01:51
Tue 01-Nov	623	94.54%	0:07:48	0:01:26	0:09:14	623	589	20	96.89%	643	3.11%	91	0	95:52:22
Wed 02-Nov	624	97.92%	0:07:37	0:01:21	0:08:58	624	611	11	98.27%	635	1.73%	83	0	93:15:12
Thu 03-Nov	580	96.72%	0:07:55	0:01:18	0:09:13	580	561	16	97.32%	596	2.68%	72	0	89:05:40
Fri 04-Nov	553	95.12%	0:07:50	0:01:26	0:09:16	553	526	26	95.51%	579	4.49%	62	0	85:24:28
Sat 05-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 06-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 07-Nov	660	97.73%	0:07:27	0:01:16	0:08:43	660	645	17	97.49%	677	2.51%	87	0	95:53:00
Tue 08-Nov	648	97.69%	0:07:26	0:01:15	0:08:41	648	633	20	97.01%	668	2.99%	86	0	93:46:48
Wed 09-Nov	705	96.17%	0:08:03	0:01:20	0:09:23	705	678	5	99.30%	710	0.70%	96	0	110:15:15
Thu 10-Nov	554	97.65%	0:07:44	0:01:25	0:09:09	554	541	3	99.46%	557	0.54%	79	0	84:29:06
Fri 11-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 12-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 13-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 14-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 15-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 16-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 17-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 18-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 19-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 20-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 21-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 22-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 23-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 24-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 25-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 26-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 27-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 28-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 29-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 30-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 01-Dec		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
	November 2011 FSD CCR Incident Data
Dates	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days
Target
Total/Average	7,365	1,030	0	0	108	13	0	0	7,473	1,043	244	231	0	13	7,229	22	0	0	0
Tue 01-Nov	917	147	0	0	14	4	0	0	931	151	49	45	0	4	882	49	0	0	0
Wed 02-Nov	964	114	0	0	13	3	0	0	977	117	22	22	0	1	954	22	0	0	0
Thu 03-Nov	894	124	0	0	17	2	0	0	911	126	32	31	0	2	878	29	0	0	0
Fri 04-Nov	822	100	0	0	14	1	0	0	836	101	18	18	0	2	816	17	0	0	0
Sat 05-Nov	0	0	0	0	3	0	0	0	3	0	0	0	0	1	2	1	0	0	0
Sun 06-Nov	0	0	0	0	5	0	0	0	5	0	0	0	0	0	5	0	0	0	0
Mon 07-Nov	961	124	0	0	15	1	0	0	976	125	31	30	0	1	945	27	0	0	0
Tue 08-Nov	971	139	0	0	7	0	0	0	978	139	32	32	0	0	946	31	0	0	0
Wed 09-Nov	1,008	149	0	0	11	1	0	0	1,019	150	36	37	0	2	980	37	0	0	0
Thu 10-Nov	828	133	0	0	9	1	0	0	837	134	16	16	0	0	821	10	0	0	0
Fri 11-Nov
Sat 12-Nov
Sun 13-Nov
Mon 14-Nov
Tue 15-Nov
Wed 16-Nov
Thu 17-Nov
Fri 18-Nov
Sat 19-Nov
Sun 20-Nov
Mon 21-Nov
Tue 22-Nov
Wed 23-Nov
Thu 24-Nov
Fri 25-Nov
Sat 26-Nov
Sun 27-Nov
Mon 28-Nov
Tue 29-Nov
Wed 30-Nov
Thu 01-Dec
Old Tickets	3	1	0	0	0	0	0	0	3	1	1	3	0	0	0	0	0	0	3
FSD Metrics Dashboard
Metric	Exceeds	Meets	Not met	Actual	PI
FSD Availability	<1	99%	1>	100.00%	EX
First Call Resolution Rate (Tier 1)	80>*	80%	<80	79.18%	NM
Tier 2/3 Escalation	<20*	20%	20>	20.82%	NM
Incorrect Escalation	<5	5%	5>	0.00%	EX
Average Speed to Answer (Phone Call)	80>	80%	<80	96.71%	EX
Average Handle Time	<15	15min	15>	0:07:05	EX
Percentage of Calls Abandoned (Phone Call)	<5	5%	5>	2.33%	EX
Accuracy and Completeness of Self Service Knowledgebase (Answer Center)	98>	98%	<98	100.00%	EX
Legend:	Exceeds			EX
	Meets			MT
	Not Met			NM
DAILY	Exceeds	Meets	Not met	Actual	PI
Average Speed to Answer (Phone Call)	80>	80%	<80	97.65%	EX
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	0:59:00	EX
Average Wait Time Web Chat	<25sec	0:00:25	25>	N/A	NM
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	NM
Weekly				AVG	Mon	Tue	Wed	Thur	Fri
Average Speed to Answer (Phone Call)	80>	80%	<80	97.31%	97.73%	97.69%	96.17%	97.65%
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	0:24:26	0:08:00	0:14:45	0:16:00	0:59:00
Average Wait Time Web Chat	<25sec	25sec	25>	N/A	N/A	N/A	N/A	N/A
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	N/A	N/A	N/A	N/A

NOV2011ESRS

	November 2011 FSD FEDREG Call Center Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Cumulated Handle Time
Target		80.00%									5.00%
Total/Average	59	98.31%	0:08:55	0:05:26	0:14:21	59	58	1	98.33%	60	1.67%	0	0	14:01:26
Tue 01-Nov	9	88.89%	0:06:21	0:03:22	0:09:43	9	8	0	100.00%	9	0.00%	0	0	1:27:27
Wed 02-Nov	7	100.00%	0:08:48	0:06:04	0:14:52	7	7	0	100.00%	7	0.00%	0	0	1:44:04
Thu 03-Nov	6	100.00%	0:10:48	0:01:19	0:12:07	6	6	0	100.00%	6	0.00%	0	0	1:12:42
Fri 04-Nov	7	100.00%	0:08:44	0:03:06	0:11:50	7	7	0	100.00%	7	0.00%	0	0	1:22:50
Sat 05-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 06-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 07-Nov	8	100.00%	0:07:53	0:10:00	0:17:53	8	8	1	88.89%	9	11.11%	0	0	2:23:04
Tue 08-Nov	11	100.00%	0:09:21	0:05:51	0:15:12	11	11	0	100.00%	11	0.00%	0	0	2:47:12
Wed 09-Nov	6	100.00%	0:10:35	0:07:12	0:17:47	6	6	0	100.00%	6	0.00%	0	0	1:46:42
Thu 10-Nov	5	100.00%	0:08:55	0:06:34	0:15:29	5	5	0	100.00%	5	0.00%	0	0	1:17:25
Fri 11-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 12-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 13-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 14-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 15-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 16-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 17-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 18-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 19-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 20-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 21-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 22-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 23-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 24-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 25-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 26-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 27-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 28-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 29-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 30-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 01-Dec		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
	November 2011 FSD FEDREG Incident Data
Dates	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days
Target
Total/Average	9	1	0	0	1	0	0	0	10	1	0	0	0	0	10	0	0	0	0
Tue 01-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Wed 02-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Thu 03-Nov	1	1	0	0	0	0	0	0	1	1	0	0	0	0	1	0	0	0	0
Fri 04-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Sat 05-Nov	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Sun 06-Nov	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Mon 07-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Tue 08-Nov	2	0	0	0	1	0	0	0	3	0	0	0	0	0	3	0	0	0	0
Wed 09-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Thu 10-Nov	1	0	0	0	0	0	0	0	1	0	0	0	0	0	1	0	0	0	0
Fri 11-Nov
Sat 12-Nov
Sun 13-Nov
Mon 14-Nov
Tue 15-Nov
Wed 16-Nov
Thu 17-Nov
Fri 18-Nov
Sat 19-Nov
Sun 20-Nov
Mon 21-Nov
Tue 22-Nov
Wed 23-Nov
Thu 24-Nov
Fri 25-Nov
Sat 26-Nov
Sun 27-Nov
Mon 28-Nov
Tue 29-Nov
Wed 30-Nov
Thu 01-Dec
Old Tickets	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
FSD Metrics Dashboard
Metric	Exceeds	Meets	Not met	Actual	PI
FSD Availability	<1	99%	1>	100.00%	EX
First Call Resolution Rate (Tier 1)	90>	90%	<90	98.31%	EX
Tier 2/3 Escalation	<20*	20%	20>	1.69%	EX
Incorrect Escalation	<5	5%	5>	0.00%	EX
Average Speed to Answer (Phone Call)	80>	80%	<80	98.31%	EX
Average Handle Time	<15	15min	15>	0:14:21	EX
Percentage of Calls Abandoned (Phone Call)	<5	5%	5>	1.67%	EX
Accuracy and Completeness of Self Service Knowledgebase (Answer Center)	98>	98%	<98	100.00%	EX
Legend:	Exceeds			EX
	Meets			MT
	Not Met			NM
DAILY				AVG
Average Speed to Answer (Phone Call)	80>	80%	<80	100.00%
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	N/A
Average Wait Time Web Chat	<25sec	25sec	25>	N/A
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A
Weekly				AVG	Mon	Tue	Wed	Thur	Fri
Average Speed to Answer (Phone Call)	80>	80%	<80	100.00%	100.00%	100.00%	100.00%	100.00%
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	0:04:00	N/A	0:04:00	N/A	N/A
Average Wait Time Web Chat	<25sec	25sec	25>	N/A	N/A	N/A	N/A	N/A
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	N/A	N/A	N/A	N/A

NOV2011FBO

CCR
Number of surveys/day	181	173	175	163	139	831	Total Surveys for CCR
Date	11/30/09	12/01/09	12/02/09	12/03/09	12/04/09	Grand Total
Agent Knowledge	4.90	4.82	4.87	4.86	4.88	4.87
Agent Professionalism	4.92	4.88	4.87	4.98	4.95	4.92
Overall Call Satisfaction	4.78	4.66	4.78	4.74	4.77	4.75
Resolution Satisfaction	4.69	4.71	4.73	4.72	4.64	4.70
Average score per day	4.82	4.77	4.81	4.83	4.81	4.81	Overall score for CCR
CFDA
Number of surveys/day	0	0	0	3	0	3	Total Surveys for CFDA
Date	11/30/09	12/01/09	12/02/09	12/03/09	12/04/09	Grand Total
Agent Knowledge	N/A	N/A	N/A	5.00	N/A	5.00
Agent Professionalism	N/A	N/A	N/A	5.00	N/A	5.00
Overall Call Satisfaction	N/A	N/A	N/A	5.00	N/A	5.00
Resolution Satisfaction	N/A	N/A	N/A	5.00	N/A	5.00
Average score per day	N/A	N/A	N/A	5.00	N/A	5.00	Overall score for CFDA
EPLS
Number of surveys/day	1	2	1	1	0	5	Total Surveys for FBO
Date	11/30/09	12/01/09	12/02/09	12/03/09	12/04/09	Grand Total
Agent Knowledge	4.00	5.00	4.00	5.00	N/A	4.50
Agent Professionalism	5.00	5.00	5.00	5.00	N/A	5.00
Overall Call Satisfaction	4.00	5.00	5.00	5.00	N/A	4.75
Resolution Satisfaction	4.00	5.00	5.00	4.00	N/A	4.50
Average score per day	4.25	5.00	4.75	4.75	N/A	4.69	Overall score for FBO
FBO
Number of surveys/day	8	9	5	10	10	42	Total Surveys for FBO
Date	11/30/09	12/01/09	12/02/09	12/03/09	12/04/09	Grand Total
Agent Knowledge	4.75	4.89	4.80	4.40	5.00	4.77
Agent Professionalism	4.00	5.00	4.80	4.80	4.50	4.62
Overall Call Satisfaction	4.75	5.00	4.60	4.40	5.00	4.75
Resolution Satisfaction	4.13	4.33	4.60	3.80	5.00	4.37
Average score per day	4.41	4.81	4.70	4.35	4.88	4.63	Overall score for FBO
FedReg
Number of surveys/day	0	0	1	1	0	2	Total Surveys for FedReg
Date	11/30/09	12/01/09	12/02/09	12/03/09	12/04/09	Grand Total
Agent Knowledge	N/A	N/A	5.00	5.00	N/A	5.00
Agent Professionalism	N/A	N/A	5.00	5.00	N/A	5.00
Overall Call Satisfaction	N/A	N/A	5.00	5.00	N/A	5.00
Resolution Satisfaction	N/A	N/A	3.00	5.00	N/A	4.00
Average score per day	N/A	N/A	4.50	5.00	N/A	4.75	Overall score for FedReg
Total number of surveys for week	883
Overall score for all services	4.37

NOV2011CFDA

	November 2011 FSD ESRS Call Center Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Cumulated Handle Time
Target		80.00%									5.00%
Total/Average	235	100.00%	0:08:28	0:02:30	0:10:58	235	235	7	97.11%	242	2.89%	19	0	43:56:55
Tue 01-Nov	63	100.00%	0:09:16	0:03:24	0:12:40	63	63	2	96.92%	65	3.08%	9	0	13:18:00
Wed 02-Nov	29	100.00%	0:09:21	0:02:50	0:12:11	29	29	0	100.00%	29	0.00%	0	0	5:53:19
Thu 03-Nov	26	100.00%	0:08:01	0:02:09	0:10:10	26	26	2	92.86%	28	7.14%	1	0	4:24:20
Fri 04-Nov	33	100.00%	0:08:30	0:02:28	0:10:58	33	33	1	97.06%	34	2.94%	6	0	6:01:54
Sat 05-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 06-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 07-Nov	25	100.00%	0:08:31	0:02:13	0:10:44	25	25	1	96.15%	26	3.85%	0	0	4:28:20
Tue 08-Nov	29	100.00%	0:07:15	0:02:05	0:09:20	29	29	0	100.00%	29	0.00%	1	0	4:30:40
Wed 09-Nov	16	100.00%	0:05:39	0:02:03	0:07:42	16	16	1	94.12%	17	5.88%	0	0	2:03:12
Thu 10-Nov	14	100.00%	0:11:14	0:02:51	0:14:05	14	14	0	100.00%	14	0.00%	2	0	3:17:10
Fri 11-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 12-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 13-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 14-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 15-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 16-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 17-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 18-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 19-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 20-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 21-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 22-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 23-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 24-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 25-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 26-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 27-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 28-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 29-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 30-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 01-Dec		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
	November 2011 FSD ESRS Incident Data
Dates	Total Phone Call Incidents	Total Phone Calls Escalated	Total Web Chat Incidents	Total Web Chats Escalated	Total Web Form Incidents	Total Web Forms Escalated	Total System Generated Incidents	Total System Generated Incidents Escalated	Total Incidents	Total Escalated	Total Tier 2/3 Pending Requests	Phone Pending	Web Chat Pending	Web Form Pending	Resolved	1-7 days	8 to 14 days	15-28 days	29+ days
Target
Total/Average	203	72	0	0	62	19	0	0	265	91	54	31	0	23	211	5	0	0	0
Tue 01-Nov	56	25	0	0	20	5	0	0	76	30	6	5	0	4	67	9	0	0	0
Wed 02-Nov	24	5	0	0	4	2	0	0	28	7	5	3	0	2	23	5	0	0	0
Thu 03-Nov	22	8	0	0	13	6	0	0	35	14	7	3	0	6	26	9	0	0	0
Fri 04-Nov	30	13	0	0	3	1	0	0	33	14	8	7	0	2	24	9	0	0	0
Sat 05-Nov	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Sun 06-Nov	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Mon 07-Nov	21	9	0	0	11	5	0	0	32	14	10	7	0	7	18	14	0	0	0
Tue 08-Nov	22	5	0	0	3	0	0	0	25	5	3	3	0	1	21	4	0	0	0
Wed 09-Nov	14	4	0	0	3	0	0	0	17	4	2	2	0	1	14	3	0	0	0
Thu 10-Nov	14	3	0	0	5	0	0	0	19	3	1	1	0	0	18	1	0	0	0
Fri 11-Nov
Sat 12-Nov
Sun 13-Nov
Mon 14-Nov
Tue 15-Nov
Wed 16-Nov
Thu 17-Nov
Fri 18-Nov
Sat 19-Nov
Sun 20-Nov
Mon 21-Nov
Tue 22-Nov
Wed 23-Nov
Thu 24-Nov
Fri 25-Nov
Sat 26-Nov
Sun 27-Nov
Mon 28-Nov
Tue 29-Nov
Wed 30-Nov
Thu 01-Dec
Old Tickets	5	5	0	0	0	1	0	0	6	6	6	5	0	1	0	0	0	0	6
FSD Metrics Dashboard
Metric	Exceeds	Meets	Not met	Actual	PI
FSD Availability	<1	99%	1>	100.00%	EX
First Call Resolution Rate (Tier 1)	90>	90%	<90	69.36%	NM
Tier 2/3 Escalation	<20*	20%	20>	30.64%	NM
Incorrect Escalation	<5	5%	5>	0.00%	EX
Average Speed to Answer (Phone Call)	80>	80%	<80	100.00%	EX
Average Handle Time	<15	15min	15>	0:10:58	EX
Percentage of Calls Abandoned (Phone Call)	<5	5%	5>	2.89%	EX
Accuracy and Completeness of Self Service Knowledgebase (Answer Center)	98>	98%	<98	100.00%	EX
Legend:	Exceeds			EX
	Meets			MT
	Not Met			NM
DAILY				AVG
Average Speed to Answer (Phone Call)	80>	80%	<80	100.00%
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	1:01:00
Average Wait Time Web Chat	<25sec	25sec	25>	N/A
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A
Weekly				AVG	Mon	Tue	Wed	Thur	Fri
Average Speed to Answer (Phone Call)	80>	80%	<80	100.00%	100.00%	100.00%	100.00%	100.00%
Average Speed to Answer (Web Form 1hour / 2hr weekend)	<60	60min	60>	0:39:32	0:12:38	0:45:00	N/A	1:01:00
Average Wait Time Web Chat	<25sec	25sec	25>	N/A	N/A	N/A	N/A	N/A
Percentage of Calls Abandoned (Web Chat)	<10	10%	10>	N/A	N/A	N/A	N/A	N/A

NOV2011FSRS-Contracts

	November 2011 FSD FBO Call Center Data
Dates	Total Service Requests Handled	% Answered in 90 seconds	Avg. Talk Time	Avg. ACW	Total Call Handle Time	ACD Calls	ACD Calls Answered in 90 seconds	Abandoned Calls	% Ans	Total Service Requests	Abandon Rate	Recovery Calls	Forced Abandoned	Cumulated Handle Time
Target		80.00%					93%				5.00%
Total/Average	500	93.00%	0:07:44	0:02:40	0:10:25	500	465	6	98.81%	506	1.19%	11	0	86:43:46
Tue 01-Nov	55	78.18%	0:06:35	0:03:13	0:09:48	55	43	2	96.49%	57	3.51%	1	0	8:59:00
Wed 02-Nov	75	94.67%	0:07:44	0:03:26	0:11:10	75	71	1	98.68%	76	1.32%	1	0	13:57:30
Thu 03-Nov	62	95.16%	0:08:50	0:02:44	0:11:34	62	59	0	100.00%	62	0.00%	1	0	11:57:08
Fri 04-Nov	52	94.23%	0:06:57	0:02:14	0:09:11	52	49	2	96.30%	54	3.70%	0	0	7:57:32
Sat 05-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 06-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 07-Nov	54	92.59%	0:08:05	0:03:05	0:11:10	54	50	0	100.00%	54	0.00%	2	0	10:03:00
Tue 08-Nov	52	98.08%	0:08:26	0:02:37	0:11:03	52	51	1	98.11%	53	1.89%	5	0	9:34:36
Wed 09-Nov	75	98.67%	0:08:09	0:02:26	0:10:35	75	74	0	100.00%	75	0.00%	0	0	13:13:45
Thu 10-Nov	75	90.67%	0:07:08	0:01:41	0:08:49	75	68	0	100.00%	75	0.00%	1	0	11:01:15
Fri 11-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 12-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 13-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 14-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 15-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 16-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 17-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 18-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 19-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 20-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 21-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 22-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 23-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 24-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Fri 25-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sat 26-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Sun 27-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Mon 28-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Tue 29-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Wed 30-Nov		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
Thu 01-Dec		0.00%			0:00:00	0			0.00%	0	0.00%			0:00:00
	November 2011 FSD FBO Incident Data

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Nov 14, 2017.