Question 75 - 2025 Call center volume by month.pdf

77 KB Posted

Attached to
Licensing System
Solicitation number
72DOW-S3941
Issued by
Churchill County, Nevada

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Written by GovTribe AI ·

Summary

This file contains an Hourly Call Arrival Report documenting 2025 call center volume data for the Nevada Department of Wildlife (NDOW) across all twelve months of the year. The report tracks calls received for NDOW and NDOW Vessels services, capturing metrics including total calls, calls queued for agents, calls handled by agents, abandonment rates, average wait times, average speed to answer, average hold times, average talk times, average wrap-up times, average handling times, self-service calls, and calls abandoned in the interactive voice response (IVR) system. Monthly call volumes ranged from 584 total calls in November 2025 to 3,381 calls in May 2025, with peak activity occurring during spring and early summer months. Peak call hours consistently occurred between 8:00 AM and 2:00 PM across all months, with minimal call volume during evening and night hours. Average abandonment rates remained relatively low, ranging from 0.4% in June to 3.0% in February, while average handling times typically ranged from approximately 5 to 6 minutes per call. The data demonstrates that NDOW's call center maintained consistent service levels throughout 2025, with average speed to answer times generally between 9 and 20 seconds and varying wait times correlating with call volume fluctuations by hour and month.

The call data presented in this report provides critical baseline operational metrics for the Nevada Department of Wildlife's customer service operations and directly supports the context for the proposed integrated licensing and registration system RFP. This historical call volume data is essential for system designers and bidders to understand current customer contact patterns, peak staffing requirements, and service level expectations for the new system's 24/7 customer support component, which specifies 90-second answer targets for internet calls with 90% compliance and agent help desk calls with 95% compliance. The monthly trends and hourly distribution patterns indicate the seasonal nature of wildlife licensing inquiries, with significantly higher volumes during spring and summer months corresponding to hunting and fishing season preparations, enabling vendors to design appropriate infrastructure and staffing models for the new system's call center integration and reporting capabilities.

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Other files

File Type Posted
NDOW Licensing System - RFP - Attachment 4.1.5 Project Kick Off_Project Management_Design Process.docx DOCX document
NDOW Licensing System - RFP - Attachment 4.1.7 Implementation Timeline.docx DOCX document
Question 33 - NV fulfillment - Vessel products.pdf PDF
72DOW-S3941-RFP_Licensing_Services.docx DOCX document
NDOW Licensing System - RFP - Attachment 4.1.1 Draw_Product_Program_Functionality Requirements.docx DOCX document
72DOW-S3941-Vendor-Information-Response.pdf PDF
Terms-and-conditions-for-services~2.pdf PDF
Standard-form-contract~1.docx DOCX document
Quote Instructions.pdf PDF
Question 33 - NV fulfillment - Licensing products.pdf PDF
Question 32 - NV annual sales by location.pdf PDF
Question 66 - 2025 Call center volume by month.pdf PDF
NDOW Licensing System - RFP - Attachment 4.1.4 Software_State Resources_State Requirements_Misc.docx DOCX document
NDOW Licensing System - RFP - Attachment 4.1.2 System_Technical_Functional Requirements.docx DOCX document
NDOW Licensing System - RFP - Attachemnt 4.3.3 Cost Schedule.docx DOCX document
NDOW Licensing System - RFP - Attachment 4.1.6 Product List.xlsx XLSX spreadsheet
72DOW-S3941 Licensing System-Evaluators and Criteria Weights.doc DOC document
TIE Completion Memo - NDOW - 1904 - NDOW Licensing System -RFP - Revision 0 - 4461.pdf PDF
Question 15 - NV Applications received by day 2025-2026.pdf PDF
Bid 72DOW-S3941_Questions_NDOWanswers.pdf PDF
72DOW-S3941-reference-questionnaire.docx DOCX document
Goals_Objectives and Scope of Work.docx DOCX document
NDOW Licensing System - RFP - Attachment 4.1.3 Calendar of Activities.docx DOCX document
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72DOW-S3941-RFP_Licensing_Services~1.docx DOCX document
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Hourly Call Arrival Report

Report for Custom From: Jan 1, 2025, 8:00:00 AM To: Jan 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

1 - 2AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

3 - 4AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

4 - 5AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

6 - 7AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

7 - 8AM 34 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 30 0

8 - 9AM 155 96 960 0.0% 00:00:12 00:00:12 00:04:54 00:02:05 00:01:21 00:05:0600:00:000 49 0

9 - 10AM 180 110 1081 1.8% 00:00:14 00:00:13 00:05:10 00:03:49 00:01:27 00:05:2300:00:310 61 1

10 - 11AM 139 90 900 0.0% 00:00:11 00:00:11 00:06:54 00:02:20 00:01:22 00:07:1000:00:000 43 0

11 - 12PM 180 109 1036 5.5% 00:00:10 00:00:10 00:06:01 00:01:04 00:01:22 00:06:0700:00:010 62 0

12 - 1PM 154 100 973 3.0% 00:00:09 00:00:10 00:06:27 00:01:41 00:01:01 00:06:3500:00:000 46 0

1 - 2PM 133 77 752 2.6% 00:00:08 00:00:09 00:05:02 00:02:17 00:00:56 00:05:1700:00:010 54 0

2 - 3PM 126 75 741 1.3% 00:00:10 00:00:10 00:05:07 00:02:27 00:00:55 00:05:2700:00:000 45 0

3 - 4PM 99 57 561 1.8% 00:00:11 00:00:11 00:06:50 00:01:40 00:01:06 00:06:5700:00:010 35 0

4 - 5PM 71 39 372 5.1% 00:00:19 00:00:20 00:06:39 00:00:00 00:01:06 00:06:3900:00:080 27 0

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

5 - 6PM 19 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 17 0

6 - 7PM 12 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 10 0

7 - 8PM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

8 - 9PM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

9 - 10PM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

10 - 11PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

11 - 12AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

Totals: 1340 753 73616 2.3% 00:00:11 00:00:11 00:05:51 00:02:09 00:01:13 00:06:0200:00:050 504 1

Report for Custom From: Feb 1, 2025, 8:00:00 AM To: Feb 28, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

5 - 6AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

6 - 7AM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

7 - 8AM 37 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 35 0

8 - 9AM 71 50 500 0.0% 00:00:13 00:00:13 00:04:22 00:01:27 00:01:36 00:04:3600:00:000 20 0

9 - 10AM 107 78 780 0.0% 00:00:12 00:00:12 00:06:01 00:03:38 00:01:24 00:06:2900:00:000 29 0

10 - 11AM 113 74 722 2.7% 00:00:13 00:00:13 00:04:31 00:02:38 00:01:13 00:04:4600:00:000 37 0

11 - 12PM 84 60 582 3.3% 00:00:11 00:00:11 00:05:54 00:01:51 00:00:57 00:05:5800:00:000 23 0

12 - 1PM 70 51 474 7.8% 00:00:11 00:00:12 00:04:57 00:02:12 00:01:02 00:05:1100:00:000 17 0

1 - 2PM 83 57 552 3.5% 00:00:11 00:00:11 00:05:29 00:04:15 00:00:50 00:06:0200:00:010 24 0

2 - 3PM 66 47 443 6.4% 00:00:09 00:00:10 00:06:36 00:03:23 00:01:04 00:07:0300:00:000 17 0

3 - 4PM 54 35 341 2.9% 00:00:11 00:00:12 00:08:29 00:01:30 00:01:14 00:08:3400:00:000 18 0

4 - 5PM 36 22 220 0.0% 00:00:12 00:00:12 00:07:04 00:01:31 00:00:57 00:07:1200:00:000 11 0

5 - 6PM 15 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 11 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

7 - 8PM 7 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

8 - 9PM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

10 - 11PM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

Totals: 765 474 46014 3.0% 00:00:12 00:00:12 00:05:44 00:02:48 00:01:10 00:06:0200:00:000 267 0

Report for Custom From: Mar 1, 2025, 8:00:00 AM To: Mar 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

1 - 2AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

4 - 5AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

6 - 7AM 13 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 11 0

7 - 8AM 42 9 90 0.0% 00:00:09 00:00:09 00:02:27 00:01:33 00:01:30 00:02:3700:00:000 31 0

8 - 9AM 135 107 1051 1.9% 00:00:13 00:00:13 00:05:26 00:02:41 00:01:21 00:05:3900:00:160 28 1

9 - 10AM 179 127 1251 1.6% 00:00:17 00:00:10 00:06:29 00:02:41 00:01:24 00:06:4900:07:050 49 1

10 - 11AM 174 126 1251 0.8% 00:00:10 00:00:10 00:04:46 00:02:06 00:01:13 00:05:0200:00:110 47 0

11 - 12PM 163 107 1070 0.0% 00:00:11 00:00:11 00:06:07 00:02:56 00:01:03 00:06:2500:00:000 52 0

12 - 1PM 154 113 1131 0.9% 00:00:09 00:00:09 00:04:46 00:03:02 00:00:53 00:05:0500:00:010 40 0

1 - 2PM 169 124 1222 1.6% 00:00:10 00:00:10 00:05:34 00:01:41 00:00:49 00:05:4500:00:050 44 0

2 - 3PM 128 97 961 1.0% 00:00:10 00:00:10 00:06:30 00:00:49 00:00:43 00:06:3200:00:000 29 0

3 - 4PM 122 85 850 0.0% 00:00:10 00:00:10 00:06:23 00:03:55 00:01:09 00:06:4500:00:000 35 0

4 - 5PM 69 44 440 0.0% 00:00:11 00:00:11 00:06:37 00:00:00 00:01:16 00:06:3700:00:000 20 0

5 - 6PM 29 4 40 0.0% 00:01:18 00:01:18 00:11:50 00:00:00 00:00:39 00:11:5000:00:000 20 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 19 4 40 0.0% 00:00:07 00:00:07 00:15:11 00:00:00 00:00:17 00:15:1100:00:000 12 0

7 - 8PM 14 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 10 0

8 - 9PM 15 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 13 0

9 - 10PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

10 - 11PM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

Totals: 1437 947 9397 1.0% 00:00:11 00:00:11 00:05:47 00:02:31 00:01:05 00:06:0200:01:400 451 2

Report for Custom From: Apr 1, 2025, 8:00:00 AM To: Apr 30, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

3 - 4AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

4 - 5AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

6 - 7AM 21 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 14 0

7 - 8AM 81 51 510 0.0% 00:00:17 00:00:17 00:03:01 00:00:00 00:01:23 00:03:0100:00:000 28 0

8 - 9AM 252 189 1862 1.6% 00:00:13 00:00:11 00:05:42 00:02:07 00:01:29 00:05:5300:01:480 56 1

9 - 10AM 274 223 2230 0.0% 00:00:12 00:00:12 00:05:34 00:03:08 00:01:26 00:05:5100:00:000 48 0

10 - 11AM 284 227 2270 0.0% 00:00:11 00:00:11 00:05:11 00:01:55 00:01:12 00:05:2200:00:000 54 0

11 - 12PM 322 241 2410 0.0% 00:00:10 00:00:10 00:05:49 00:02:49 00:01:07 00:06:0400:00:000 77 0

12 - 1PM 255 188 1881 0.5% 00:00:09 00:00:09 00:05:38 00:02:31 00:01:06 00:05:5300:00:140 64 0

1 - 2PM 294 227 2270 0.0% 00:00:10 00:00:10 00:04:42 00:03:00 00:01:01 00:04:5400:00:000 62 0

2 - 3PM 262 197 1942 1.5% 00:00:10 00:00:10 00:06:03 00:01:57 00:01:00 00:06:0900:00:150 63 1

3 - 4PM 209 154 1522 1.3% 00:00:11 00:00:11 00:06:57 00:01:52 00:01:09 00:07:0100:00:050 50 0

4 - 5PM 150 117 1170 0.0% 00:00:13 00:00:13 00:07:32 00:04:17 00:01:09 00:07:4300:00:000 32 0

5 - 6PM 57 39 360 7.7% 00:00:31 00:00:20 00:12:34 00:00:00 00:00:43 00:12:3400:02:550 18 3

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 43 26 260 0.0% 00:00:08 00:00:08 00:07:49 00:00:00 00:00:26 00:07:4900:00:000 15 0

7 - 8PM 24 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 18 0

8 - 9PM 13 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 9 0

9 - 10PM 14 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 7 0

10 - 11PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

11 - 12AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

Totals: 2573 1879 18687 0.6% 00:00:11 00:00:11 00:05:52 00:02:35 00:01:10 00:06:0300:01:160 628 5

Report for Custom From: May 1, 2025, 8:00:00 AM To: May 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

1 - 2AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

2 - 3AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

5 - 6AM 10 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

6 - 7AM 28 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 24 0

7 - 8AM 101 31 310 0.0% 00:00:10 00:00:10 00:03:15 00:05:55 00:01:37 00:03:3800:00:000 56 0

8 - 9AM 356 269 2672 1.1% 00:00:19 00:00:19 00:05:07 00:04:43 00:01:23 00:05:4500:00:230 78 1

9 - 10AM 335 254 2521 0.8% 00:00:14 00:00:13 00:05:13 00:03:32 00:01:25 00:05:3200:01:080 79 1

10 - 11AM 390 295 2911 1.4% 00:00:28 00:00:28 00:05:58 00:03:31 00:01:07 00:06:2000:00:540 88 3

11 - 12PM 304 242 2372 2.1% 00:00:16 00:00:16 00:05:07 00:03:24 00:01:01 00:05:3000:00:450 60 3

12 - 1PM 393 269 2690 0.0% 00:00:12 00:00:12 00:05:29 00:03:26 00:01:08 00:05:5300:00:000 118 0

1 - 2PM 296 209 2080 0.5% 00:00:15 00:00:15 00:05:06 00:03:44 00:00:54 00:05:2700:00:250 85 1

2 - 3PM 324 235 2350 0.0% 00:00:10 00:00:10 00:05:00 00:03:56 00:00:52 00:05:1400:00:000 82 0

3 - 4PM 276 186 1850 0.5% 00:00:19 00:00:19 00:06:20 00:03:19 00:01:01 00:06:3800:01:110 78 1

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

4 - 5PM 221 173 1700 1.7% 00:00:25 00:00:24 00:05:37 00:02:45 00:00:54 00:05:4100:01:050 42 3

5 - 6PM 105 54 521 3.7% 00:00:35 00:00:33 00:09:19 00:07:50 00:00:43 00:09:3700:01:210 41 1

6 - 7PM 87 45 440 2.2% 00:00:41 00:00:39 00:07:26 00:00:00 00:00:40 00:07:2600:02:110 34 1

7 - 8PM 58 34 340 0.0% 00:00:46 00:00:46 00:09:05 00:02:57 00:00:47 00:09:1600:00:000 21 0

8 - 9PM 35 17 170 0.0% 00:00:08 00:00:08 00:09:29 00:00:00 00:00:43 00:09:2900:00:000 14 0

9 - 10PM 35 21 201 4.8% 00:00:28 00:00:29 00:08:48 00:01:51 00:00:45 00:08:5400:00:080 11 0

10 - 11PM 10 6 60 0.0% 00:00:08 00:00:08 00:22:55 00:00:00 00:00:12 00:22:5500:00:000 3 0

11 - 12AM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

Totals: 3381 2340 23188 1.0% 00:00:19 00:00:18 00:05:41 00:03:46 00:01:05 00:06:0100:00:540 931 15

Report for Custom From: Jun 1, 2025, 8:00:00 AM To: Jun 30, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

1 - 2AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

2 - 3AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

4 - 5AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

5 - 6AM 9 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

6 - 7AM 18 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 11 0

7 - 8AM 46 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 33 0

8 - 9AM 163 115 1141 0.9% 00:00:14 00:00:14 00:04:23 00:06:11 00:01:23 00:04:4900:00:030 45 0

9 - 10AM 182 130 1291 0.8% 00:00:12 00:00:12 00:04:31 00:03:11 00:01:24 00:04:5100:00:050 48 0

10 - 11AM 168 125 1240 0.8% 00:00:11 00:00:11 00:04:45 00:03:22 00:01:14 00:05:1000:00:400 43 1

11 - 12PM 178 130 1290 0.8% 00:00:11 00:00:09 00:04:25 00:02:25 00:01:12 00:04:4000:04:360 47 1

12 - 1PM 162 117 1170 0.0% 00:00:11 00:00:11 00:04:24 00:02:32 00:01:04 00:04:3800:00:000 42 0

1 - 2PM 148 89 890 0.0% 00:00:10 00:00:10 00:05:08 00:02:21 00:01:03 00:05:3000:00:000 55 0

2 - 3PM 134 94 940 0.0% 00:00:10 00:00:10 00:05:06 00:03:18 00:00:53 00:05:2500:00:000 36 0

3 - 4PM 127 87 870 0.0% 00:00:12 00:00:12 00:05:20 00:03:04 00:01:11 00:05:2200:00:000 36 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

4 - 5PM 91 65 650 0.0% 00:00:17 00:00:17 00:06:25 00:02:25 00:01:03 00:06:3200:00:000 22 0

5 - 6PM 30 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 21 0

6 - 7PM 22 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 14 0

7 - 8PM 24 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 17 0

8 - 9PM 18 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 11 0

9 - 10PM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

10 - 11PM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

11 - 12AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

Totals: 1542 952 9482 0.4% 00:00:12 00:00:12 00:04:51 00:03:08 00:01:11 00:05:0800:01:210 501 2

Report for Custom From: Jul 1, 2025, 8:00:00 AM To: Jul 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

5 - 6AM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

6 - 7AM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 7 0

7 - 8AM 23 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 19 0

8 - 9AM 126 99 981 1.0% 00:00:15 00:00:15 00:04:33 00:02:56 00:01:21 00:04:5000:00:030 23 0

9 - 10AM 121 92 911 1.1% 00:00:11 00:00:11 00:05:50 00:01:55 00:01:31 00:06:0400:00:020 29 0

10 - 11AM 136 103 1030 0.0% 00:00:13 00:00:13 00:04:22 00:03:03 00:01:15 00:04:4900:00:000 30 0

11 - 12PM 132 95 931 2.1% 00:00:16 00:00:16 00:04:48 00:03:47 00:01:10 00:05:2300:00:120 31 1

12 - 1PM 124 92 884 4.3% 00:00:09 00:00:10 00:04:57 00:01:10 00:01:03 00:05:0900:00:020 31 0

1 - 2PM 117 79 780 1.3% 00:00:08 00:00:08 00:05:31 00:02:44 00:01:04 00:05:5400:00:340 36 1

2 - 3PM 125 95 950 0.0% 00:00:11 00:00:11 00:05:25 00:01:59 00:00:57 00:05:3700:00:000 30 0

3 - 4PM 107 78 762 2.6% 00:00:12 00:00:12 00:05:23 00:02:07 00:01:10 00:05:3000:00:050 27 0

4 - 5PM 92 57 551 3.5% 00:00:13 00:00:11 00:06:29 00:03:35 00:01:06 00:06:4100:00:590 30 1

5 - 6PM 42 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 25 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 18 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 13 0

7 - 8PM 24 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 18 0

8 - 9PM 16 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 12 0

9 - 10PM 7 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

10 - 11PM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

11 - 12AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

Totals: 1234 790 77710 1.6% 00:00:12 00:00:12 00:05:12 00:02:31 00:01:11 00:05:3000:00:150 376 3

Report for Custom From: Aug 1, 2025, 8:00:00 AM To: Aug 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

1 - 2AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

2 - 3AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

6 - 7AM 16 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 14 0

7 - 8AM 44 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 34 0

8 - 9AM 149 101 991 2.0% 00:00:20 00:00:20 00:04:34 00:04:15 00:01:29 00:05:0500:00:310 48 1

9 - 10AM 124 87 870 0.0% 00:00:14 00:00:14 00:05:33 00:03:42 00:01:33 00:06:2700:00:000 37 0

10 - 11AM 118 82 801 2.4% 00:00:16 00:00:15 00:05:36 00:02:58 00:01:16 00:06:0500:01:090 35 1

11 - 12PM 134 90 890 1.1% 00:00:25 00:00:24 00:04:41 00:01:53 00:01:17 00:04:5900:00:510 42 1

12 - 1PM 127 79 771 2.5% 00:00:16 00:00:16 00:04:17 00:03:35 00:01:05 00:04:5400:00:290 42 1

1 - 2PM 151 96 960 0.0% 00:00:19 00:00:19 00:05:31 00:02:05 00:01:06 00:05:4900:00:000 53 0

2 - 3PM 124 85 841 1.2% 00:00:10 00:00:10 00:04:27 00:03:36 00:00:55 00:04:4500:00:000 37 0

3 - 4PM 109 72 710 1.4% 00:00:13 00:00:12 00:05:10 00:05:28 00:01:26 00:05:5600:01:550 27 1

4 - 5PM 76 46 450 2.2% 00:00:26 00:00:20 00:08:17 00:06:19 00:01:10 00:08:4200:05:280 25 1

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

5 - 6PM 29 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 21 0

6 - 7PM 25 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 10 0

7 - 8PM 12 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

8 - 9PM 13 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 9 0

9 - 10PM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

10 - 11PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

Totals: 1263 738 7284 1.4% 00:00:17 00:00:17 00:05:12 00:03:26 00:01:16 00:05:4200:01:150 448 6

Report for Custom From: Oct 1, 2025, 8:00:00 AM To: Oct 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

12 - 1AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

2 - 3AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

4 - 5AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

6 - 7AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

7 - 8AM 24 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 19 0

8 - 9AM 132 82 783 4.9% 00:00:36 00:00:37 00:04:51 00:03:26 00:01:36 00:05:2000:00:150 46 1

9 - 10AM 96 67 670 0.0% 00:00:18 00:00:18 00:06:07 00:04:03 00:01:37 00:06:2500:00:000 29 0

10 - 11AM 105 80 790 1.2% 00:00:29 00:00:23 00:04:18 00:03:50 00:01:24 00:04:5000:08:300 23 1

11 - 12PM 92 66 660 0.0% 00:00:14 00:00:14 00:04:02 00:03:15 00:01:25 00:04:2500:00:000 26 0

12 - 1PM 88 56 560 0.0% 00:00:13 00:00:13 00:04:01 00:02:45 00:01:12 00:04:1300:00:000 32 0

1 - 2PM 68 47 470 0.0% 00:00:17 00:00:17 00:04:52 00:05:20 00:01:32 00:06:0000:00:000 20 0

2 - 3PM 80 43 430 0.0% 00:00:12 00:00:12 00:06:18 00:06:18 00:01:28 00:07:0200:00:000 36 0

3 - 4PM 62 39 390 0.0% 00:00:18 00:00:18 00:05:41 00:05:18 00:00:59 00:05:5800:00:000 20 0

4 - 5PM 48 26 260 0.0% 00:00:11 00:00:11 00:08:05 00:03:45 00:00:54 00:08:1400:00:000 15 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

5 - 6PM 25 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 14 0

6 - 7PM 14 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 8 0

7 - 8PM 11 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

8 - 9PM 9 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

9 - 10PM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

10 - 11PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

11 - 12AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

Totals: 874 506 5013 1.0% 00:00:20 00:00:20 00:05:06 00:04:09 00:01:24 00:05:3500:01:540 308 2

Report for Custom From: Sep 1, 2025, 8:00:00 AM To: Sep 30, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

2 - 3AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

6 - 7AM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

7 - 8AM 37 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 24 0

8 - 9AM 128 87 860 1.1% 00:00:23 00:00:23 00:04:40 00:04:19 00:01:29 00:05:2500:00:210 41 1

9 - 10AM 103 75 741 1.3% 00:00:19 00:00:19 00:05:25 00:04:12 00:01:33 00:05:5600:00:040 23 0

10 - 11AM 112 79 790 0.0% 00:00:28 00:00:28 00:04:32 00:03:22 00:01:25 00:05:0500:00:000 31 0

11 - 12PM 110 78 770 1.3% 00:00:19 00:00:18 00:05:04 00:04:20 00:01:13 00:05:5100:01:270 29 1

12 - 1PM 96 70 691 1.4% 00:00:17 00:00:17 00:05:25 00:01:05 00:01:19 00:05:3400:00:050 25 0

1 - 2PM 100 74 720 2.7% 00:00:14 00:00:12 00:05:19 00:01:57 00:01:19 00:05:3900:01:260 26 2

2 - 3PM 92 63 611 3.2% 00:00:11 00:00:11 00:04:40 00:02:29 00:01:16 00:04:5700:00:140 29 1

3 - 4PM 86 55 550 0.0% 00:00:12 00:00:12 00:06:00 00:03:47 00:01:21 00:06:2100:00:000 29 0

4 - 5PM 62 34 340 0.0% 00:00:12 00:00:12 00:06:22 00:00:37 00:00:59 00:06:2400:00:000 22 0

5 - 6PM 22 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 13 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 7 0

7 - 8PM 8 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

8 - 9PM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

9 - 10PM 5 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

10 - 11PM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

11 - 12AM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

Totals: 991 615 6073 1.3% 00:00:18 00:00:18 00:05:13 00:03:14 00:01:21 00:05:4000:00:390 321 5

Report for Custom From: Nov 1, 2025, 8:00:00 AM To: Nov 30, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

2 - 3AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

3 - 4AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

4 - 5AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

5 - 6AM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

6 - 7AM 10 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

7 - 8AM 24 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 15 0

8 - 9AM 56 34 312 8.8% 00:00:28 00:00:25 00:05:06 00:04:16 00:01:33 00:05:3100:00:570 21 1

9 - 10AM 70 47 471 2.1% 00:00:42 00:00:43 00:05:03 00:04:36 00:01:32 00:05:5600:00:010 20 0

10 - 11AM 66 37 370 0.0% 00:00:14 00:00:14 00:05:01 00:03:32 00:01:28 00:05:2400:00:000 25 0

11 - 12PM 70 45 450 2.2% 00:00:17 00:00:12 00:04:51 00:03:06 00:01:26 00:05:2500:03:430 21 1

12 - 1PM 72 42 420 0.0% 00:00:23 00:00:23 00:05:29 00:03:58 00:01:24 00:06:1400:00:000 30 0

1 - 2PM 51 27 261 3.7% 00:00:12 00:00:12 00:05:10 00:03:30 00:01:20 00:05:2600:00:100 22 0

2 - 3PM 52 30 300 0.0% 00:00:16 00:00:16 00:05:24 00:00:27 00:01:03 00:05:2500:00:000 20 0

3 - 4PM 42 20 200 0.0% 00:00:14 00:00:14 00:07:36 00:04:09 00:01:17 00:07:4900:00:000 17 0

4 - 5PM 25 14 140 0.0% 00:00:12 00:00:12 00:05:26 00:00:00 00:01:03 00:05:2600:00:000 10 0

5 - 6PM 16 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 9 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

6 - 7PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

7 - 8PM 7 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

8 - 9PM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

9 - 10PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

10 - 11PM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

11 - 12AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

Totals: 584 296 2924 2.0% 00:00:22 00:00:21 00:05:19 00:03:47 00:01:23 00:05:4700:01:070 235 2

Report for Custom From: Dec 1, 2025, 8:00:00 AM To: Dec 31, 2025, 5:00:00 PM

Services: [NDOW, NDOW Vessels]

Total Calls Received

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

3 - 4AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

4 - 5AM 0 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 0 0

5 - 6AM 1 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

6 - 7AM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 4 0

7 - 8AM 16 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 9 0

8 - 9AM 112 69 681 1.4% 00:00:15 00:00:15 00:04:16 00:01:11 00:01:30 00:04:1800:00:130 37 0

9 - 10AM 141 97 960 1.0% 00:00:12 00:00:12 00:04:15 00:03:29 00:01:37 00:04:3000:00:420 42 1

10 - 11AM 178 123 1221 0.8% 00:00:15 00:00:15 00:04:11 00:04:55 00:01:31 00:04:4000:00:020 50 0

11 - 12PM 154 99 961 3.0% 00:00:14 00:00:13 00:04:35 00:04:55 00:01:32 00:05:0300:00:480 52 2

12 - 1PM 142 90 891 1.1% 00:00:13 00:00:13 00:05:19 00:04:33 00:01:32 00:06:0200:00:060 49 0

1 - 2PM 142 83 830 0.0% 00:00:12 00:00:12 00:06:18 00:03:52 00:01:28 00:06:3500:00:000 57 0

2 - 3PM 76 50 500 0.0% 00:00:12 00:00:12 00:05:53 00:03:48 00:01:15 00:06:0700:00:000 24 0

3 - 4PM 86 50 481 4.0% 00:00:28 00:00:26 00:06:54 00:03:43 00:00:52 00:07:0800:01:200 29 1

4 - 5PM 34 26 260 0.0% 00:00:17 00:00:17 00:07:17 00:00:00 00:01:01 00:07:1700:00:000 8 0

5 - 6PM 11 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 6 0

6 - 7PM 6 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 5 0

Queued for Agent

Handled by Agent

Short Abandons

Abandnment Rate

Average Wait Time

Average Speed to Answer

Average Hold Time

Average Talk Time

Average Wrap Up

Average Handling Time

Avg Aband Time

Self Service or AH Calls

Abandon in IVR Calls

Long Abandons

7 - 8PM 4 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 3 0

8 - 9PM 2 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 1 0

9 - 10PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

10 - 11PM 3 0 00 0.0% 00:00:00 00:00:00 00:00:00 00:00:00 00:00:00 00:00:0000:00:000 2 0

Totals: 1117 687 6785 1.3% 00:00:15 00:00:14 00:05:07 00:04:17 00:01:27 00:05:2800:00:400 381 4

Jan 2025
Feb 2025
March 2025
April 2025
May 2025
June 2025
July 2025
August 2025
Oct 2025
Sept 2025
Nov 2025
Dec 2025

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