RFP 22-013 Transportation Services - Exhibit G - Call Center Weekely Stats.xlsx

167 KB Posted

Attached to
RFP 22-013 Transportation Services
Solicitation number
S-KS2410-00003299
Issued by
Marion County, Oregon

About this file

Written by GovTribe AI ·

The document is a call center operations dashboard for the Cherriots transportation service in Salem, Oregon, which provides data for the weekly performance of the call center from June 27, 2020 to June 11, 2022. The dashboard tracks key metrics such as total calls offered and answered, average speed of answer, percentage of calls answered within 3 and 5 minutes, call abandonment rates, and average handling time. The data shows the call center consistently meeting or exceeding its performance targets, with high rates of calls answered within service level agreements and low abandonment rates throughout the period.

The related state and local contract opportunity is for RFP 22-013 Transportation Services, issued by Salem Area Mass Transit District (SAMTD) to solicit proposals for complete customer service, scheduling, reservations, routing, dispatching, supervision, fare collection, and transportation services for its regional service and ADA paratransit service. The contract term is for an initial 5-year base period with two 1-year option periods. The service area includes Marion County and the City of Salem.

View the file

Other files

File Type Posted
RFP 22-013 Transportation Services - Addendum 2 - Exhibit E - Contractor Contracts.pdf PDF
RFP 22-013 Transportation Services - EXHIBIT 14 - References - Final.xlsx XLSX spreadsheet
RFP 22-013 Transportation Services - Notice Of Intent To Award 8-30-22.pdf PDF
RFP 22-013 Transportation Services - Instructions For Proposers Part 1-4 With Exhibits A-B - Final.pdf PDF
RFP 22-013 Transportation Services - Exhibit H - Pre-Proposal Conference - Agenda 6-7-22.pdf PDF
RFP 22-013 - Addendum 2 - Exhibit A - Hours Report.pdf PDF
RFP 22-013 Transportation Services - Addendum 2 - Exhibit D - Fare Collection 6-21 thru 5-22.pdf PDF
RFP 22-013 Transportation Services - Addendum 1 - Final.pdf PDF
RFP 22-013 - Addendum 2 - Exhibit B - Miles Report.pdf PDF
RFP 22-013 Transportation Services - Exhibit 13 - Price Proposal Form - Final.xlsx XLSX spreadsheet
RFP 22-013 Transportation Services - Addendum 2 - Final.pdf PDF
RFP 22-013 Transportation Services - Addendum 2 - Exhibit C - SAMTD Fleet Reports.pdf PDF
223069 Notice Intent to Award.pdf PDF
RFP 22-013 Transportation Services - Exhibit I - Pre-Proposal Conference - Attendance List 6-7-22.pdf PDF
RFP 22-013 - Addendum 2 - Exhibit F - Contracted Seniority List.pdf PDF
Show all 15

On GovTribe

Work with this file

  • Download the original file
  • Contacts named in this file
  • Similar government files
  • Ask GovTribe AI about this file
Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

June 27 - July 3

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift27-Jun28-Jun29-Jun30-Jun1-Jul2-Jul3-Jul
Total Calls Offered1413812413311811549691
Total Calls Answered1413812413311811449690
Average Speed of Answer0:260:180:220:290:150:190:270:21
Total Calls Answered within 3 minutes1313812313111311449681
Total Calls Answered within 3 minutes - %92.9%100.0%99.2%98.5%99.1%100.0%100%99.3%
Total Calls Answered within 5 minutes1413812413311411449686
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000101
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.9%0%0.1%
Average Handling Time3:532:522:382:412:272:192:242:37

July 4 - July 10

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift4-Jul5-Jul6-Jul7-Jul8-Jul9-Jul10-Jul
Total Calls Offered121391001078046484
Total Calls Answered121391001077946483
Average Speed of Answer0:070:190:190:230:330:270:23
Total Calls Answered within 3 minutes121391001077646480
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%96.5%100.0%100.0%
Total Calls Answered within 5 minutes121391001077746481
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%97.5%100.0%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

0000101
% of calls Abandoned0.0%0.0%0.0%0.0%1.3%0%0.2%
Average Handling Time3:262:472:372:182:472:012:35

July 11 - July 17

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift11-Jul12-Jul13-Jul14-Jul15-Jul16-Jul17-Jul
Total Calls Offered1411989105877342529
Total Calls Answered1411989105877342529
Average Speed of Answer0:350:210:150:130:270:180:440:19
Total Calls Answered within 3 minutes1311889105857339522
Total Calls Answered within 3 minutes - %92.9%99.2%100.0%100.0%97.7%100.0%92.9%98.7%
Total Calls Answered within 5 minutes1411989105857342527
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%97.7%100.0%100%99.6%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time3:042:542:372:392:312:161:422:42

July 18 - July 24

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift18-Jul19-Jul20-Jul21-Jul22-Jul23-Jul24-Jul
Total Calls Offered610310498697931490
Total Calls Answered610210498697931489
Average Speed of Answer0:080:140:210:130:220:220:260:18
Total Calls Answered within 3 minutes610210498687931488
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%98.6%100.0%100.0%99.8%
Total Calls Answered within 5 minutes610210498697931489
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time3:432:562:272:332:362:361:532:36

July 25 - July 31

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift25-Jul26-Jul27-Jul28-Jul29-Jul30-Jul31-Jul
Total Calls Offered1211897828910522525
Total Calls Answered1211797828910522524
Average Speed of Answer0:060:220:110:130:170:250:060:17
Total Calls Answered within 3 minutes1211597828810422520
Total Calls Answered within 3 minutes - %100.0%98.3%100.0%100.0%98.9%99.0%100.0%99.2%
Total Calls Answered within 5 minutes1211797828910522524
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time3:292:522:212:102:292:432:002:33

August 1 - August 7

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift1-Aug2-Aug3-Aug4-Aug5-Aug6-Aug7-Aug
Total Calls Offered18117109109948133561
Total Calls Answered17117109109938133559
Average Speed of Answer0:160:160:150:140:200:110:120:15
Total Calls Answered within 3 minutes17117109109938133559
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes17117109109938133559
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

10001002
% of calls Abandoned5.6%0.0%0.0%0.0%1.1%0.0%0%0.4%
Average Handling Time2:582:512:182:192:463:002:352:38

August 8 - August 14

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift8-Aug9-Aug10-Aug11-Aug12-Aug13-Aug14-Aug
Total Calls Offered129688887010426484
Total Calls Answered129688887010326483
Average Speed of Answer0:110:100:120:110:110:210:120:13
Total Calls Answered within 3 minutes129688887010026480
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%97.1%100.0%99.4%
Total Calls Answered within 5 minutes129688887010326483
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time4:112:412:503:122:332:452:542:51

August 15 - August 21

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift15-Aug16-Aug17-Aug18-Aug19-Aug20-Aug21-Aug
Total Calls Offered121098290989228511
Total Calls Answered121098290989228511
Average Speed of Answer0:080:120:100:200:100:130:140:13
Total Calls Answered within 3 minutes121098289989128509
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%98.9%100.0%98.9%100.0%99.6%
Total Calls Answered within 5 minutes121098289989228510
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%98.9%100.0%100.0%100%99.8%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time7:142:572:453:112:472:441:282:55

August 22 - August 28

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift22-Aug23-Aug24-Aug25-Aug26-Aug27-Aug28-Aug
Total Calls Offered1910411093848539534
Total Calls Answered1910411093848539534
Average Speed of Answer1:130:150:110:100:120:080:130:14
Total Calls Answered within 3 minutes1610311093848539530
Total Calls Answered within 3 minutes - %84.2%99.0%100.0%100.0%100.0%100.0%100.0%99.3%
Total Calls Answered within 5 minutes1710411093848539532
Total Calls Answered within 5 minutes - %89.5%100.0%100.0%100.0%100.0%100.0%100%99.6%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time4:102:443:082:282:452:372:452:48

August 29 - September 4

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift29-Aug30-Aug31-Aug1-Sep2-Sep3-Sep4-Sep
Total Calls Offered11112119998812158608
Total Calls Answered11112119998812158608
Average Speed of Answer0:100:130:100:110:080:100:150:11
Total Calls Answered within 3 minutes11112119998812158608
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes11112199998812158688
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%0.0%0%0.0%
Average Handling Time4:412:332:582:332:562:283:132:46

September 5 - September 11

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift5-Sep6-Sep7-Sep8-Sep9-Sep10-Sep11-Sep
Total Calls Offered2114013711110030539
Total Calls Answered2114013711110029538
Average Speed of Answer0:270:120:150:090:140:150:13
Total Calls Answered within 3 minutes2014013611110029536
Total Calls Answered within 3 minutes - %95.2%100.0%99.3%100.0%100.0%100.0%99.6%
Total Calls Answered within 5 minutes2014013611110029536
Total Calls Answered within 5 minutes - %95.2%100.0%99.3%100.0%100.0%100%99.6%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

0000011
% of calls Abandoned0.0%0.0%0.0%0.0%0.0%3%0.2%
Average Handling Time2:332:522:383:042:574:152:55

September 12 - September 18

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift12-Sep13-Sep14-Sep15-Sep16-Sep17-Sep18-Sep
Total Calls Offered3011610410010410940603
Total Calls Answered2911610410010410939601
Average Speed of Answer0:090:170:090:100:220:210:220:16
Total Calls Answered within 3 minutes2911610410010110738595
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%97.1%98.2%97.4%99.0%
Total Calls Answered within 5 minutes2911610410010110739596
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%97.1%98.2%100%99.2%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

10000012
% of calls Abandoned3.3%0%0.0%0.0%0.0%0.0%2.5%0.3%
Average Handling Time2:332:562:462:512:592:501:532:53

September 19 - September 25

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift19-Sep20-Sep21-Sep22-Sep23-Sep24-Sep25-Sep
Total Calls Offered311391341049310041642
Total Calls Answered311391341049310041642
Average Speed of Answer0:100:160:110:070:080:110:310:13
Total Calls Answered within 3 minutes311381341049310040640
Total Calls Answered within 3 minutes - %100.0%99.3%100.0%100.0%100.0%100.0%97.6%99.7%
Total Calls Answered within 5 minutes311391341049310041642
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0.0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:543:022:532:282:362:412:592:50

September 26 - October 2

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift26-Sep27-Sep28-Sep29-Sep30-Sep1-Oct2-Oct
Total Calls Offered2813911410610211831638
Total Calls Answered2813911410610211731637
Average Speed of Answer0:150:210:130:120:080:120:160:14
Total Calls Answered within 3 minutes2813611310610211731633
Total Calls Answered within 3 minutes - %100.0%97.8%99.1%100.0%100.0%100.0%100.0%99.4%
Total Calls Answered within 5 minutes2813911410610211731637
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0.0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:312:162:222:402:452:172:242:27

October 3 - October 9

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift3-Oct4-Oct5-Oct6-Oct7-Oct8-Oct9-Oct
Total Calls Offered2511410811810510641617
Total Calls Answered2411410811810410641615
Average Speed of Answer0:100:120:070:110:190:150:200:13
Total Calls Answered within 3 minutes2411410811810310541613
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%99.0%99.1%100.0%99.7%
Total Calls Answered within 5 minutes2411410811810410641615
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0.0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:212:522:362:522:432:532:472:46

October 10 - October 16

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift10-Oct11-Oct12-Oct13-Oct14-Oct15-Oct16-Oct
Total Calls Offered3411093821149240565
Total Calls Answered3411092821139239562
Average Speed of Answer0:260:100:110:130:140:110:290:14
Total Calls Answered within 3 minutes3311092821129237558
Total Calls Answered within 3 minutes - %97.1%100.0%100.0%100.0%99.1%100.0%94.7%99.3%
Total Calls Answered within 5 minutes3311092821139239561
Total Calls Answered within 5 minutes - %97.1%100.0%100.0%100.0%100.0%100.0%100%99.8%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00001001
% of calls Abandoned0.0%0%0.0%0.0%0.9%0.0%0.0%0.0%
Average Handling Time3:132:302:482:202:263:093:252:43

October 17 - October 23

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift17-Oct18-Oct19-Oct20-Oct21-Oct22-Oct23-Oct
Total Calls Offered2911910612511311839649
Total Calls Answered2911910612511311839649
Average Speed of Answer0:060:120:150:060:140:150:140:12
Total Calls Answered within 3 minutes2911910412511111839645
Total Calls Answered within 3 minutes - %100.0%100.0%98.1%100.0%98.2%100.0%100.0%99.4%
Total Calls Answered within 5 minutes2911910612511111839647
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%98.2%100.0%100%99.7%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0.0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:533:192:392:353:062:222:272:50

October 24 - October 30

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift24-Oct25-Oct26-Oct27-Oct28-Oct29-Oct30-Oct
Total Calls Offered25150121991009647638
Total Calls Answered24150120991009547635
Average Speed of Answer0:050:170:200:090:110:100:210:14
Total Calls Answered within 3 minutes24148119991009547632
Total Calls Answered within 3 minutes - %100.0%98.7%99.2%100.0%100.0%100.0%100.0%99.5%
Total Calls Answered within 5 minutes24150119991009547634
Total Calls Answered within 5 minutes - %100.0%100.0%99.2%100.0%100.0%100.0%100%99.8%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

10100103
% of calls Abandoned4.0%0%0.8%0.0%0.0%1.0%0.0%0.5%
Average Handling Time2:302:442:402:242:432:172:332:35

October 31 - November 6

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift31-Oct1-Nov2-Nov3-Nov4-Nov5-Nov6-Nov
Total Calls Offered3113110510812210553655
Total Calls Answered3113110510812210553655
Average Speed of Answer0:060:140:100:080:110:190:260:13
Total Calls Answered within 3 minutes3113110510812210553655
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes3113110510812210553655
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:212:342:472:372:093:142:222:40

November 7 - November 13

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift7-Nov8-Nov9-Nov10-Nov11-Nov12-Nov13-Nov
Total Calls Offered36137116117829430612
Total Calls Answered36137116116829430611
Average Speed of Answer0:170:130:180:140:090:120:230:14
Total Calls Answered within 3 minutes35136116115829429607
Total Calls Answered within 3 minutes - %97.2%99.3%100.0%99.1%100.0%100.0%96.7%99.3%
Total Calls Answered within 5 minutes35137116115829430609
Total Calls Answered within 5 minutes - %97.2%100.0%100.0%99.1%100.0%100.0%100%99.7%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:412:452:312:242:172:162:172:32

November 14 - November 20

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift14-Nov15-Nov16-Nov17-Nov18-Nov19-Nov20-Nov
Total Calls Offered32148137961209931663
Total Calls Answered32148136961209931662
Average Speed of Answer0:150:100:090:070:250:170:310:14
Total Calls Answered within 3 minutes32148136961159829654
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%95.8%99.0%93.5%98.8%
Total Calls Answered within 5 minutes32148136961179931659
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%97.5%100.0%100%99.5%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:272:242:332:412:572:573:572:44

November 21 - November 27

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift21-Nov22-Nov23-Nov24-Nov25-Nov26-Nov27-Nov
Total Calls Offered37150106848835500
Total Calls Answered36150105848835498
Average Speed of Answer0:190:160:090:070:130:250:13
Total Calls Answered within 3 minutes35148105848735494
Total Calls Answered within 3 minutes - %97.2%98.7%100.0%100.0%98.9%100.0%99.2%
Total Calls Answered within 5 minutes36150105848835498
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

0000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%
Average Handling Time2:432:362:272:192:492:552:35

November 28 - December 4

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift28-Nov29-Nov30-Nov1-Dec2-Dec3-Dec4-Dec
Total Calls Offered3316112213512713342753
Total Calls Answered3316112213512713342753
Average Speed of Answer0:230:240:090:110:100:100:180:14
Total Calls Answered within 3 minutes3315912213512713342751
Total Calls Answered within 3 minutes - %100.0%98.8%100.0%100.0%100.0%100.0%100.0%99.7%
Total Calls Answered within 5 minutes3316112213512713342753
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:362:362:352:392:262:372:172:34

December 5 - December 11

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift5-Dec6-Dec7-Dec8-Dec9-Dec10-Dec11-Dec
Total Calls Offered3114913310910312940694
Total Calls Answered3114813310910312940693
Average Speed of Answer0:130:190:140:120:100:170:200:15
Total Calls Answered within 3 minutes3114713310910312740690
Total Calls Answered within 3 minutes - %100.0%99.3%100.0%100.0%100.0%98.4%100.0%99.6%
Total Calls Answered within 5 minutes3114813310910312840692
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%99.2%100%99.9%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

01000001
% of calls Abandoned0.0%0.7%0%0.0%0.0%0.0%0.0%0.1%
Average Handling Time3:442:322:582:322:412:442:312:44

December 12 - December 18

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift12-Dec13-Dec14-Dec15-Dec16-Dec17-Dec18-Dec
Total Calls Offered301611201251308836690
Total Calls Answered301611201251308836690
Average Speed of Answer0:270:250:080:100:130:110:180:15
Total Calls Answered within 3 minutes281601201251308836687
Total Calls Answered within 3 minutes - %93.3%99.4%100.0%100.0%100.0%100.0%100.0%99.6%
Total Calls Answered within 5 minutes301611201251308836690
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:302:062:182:592:292:442:382:32

December 19 - December 25

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift19-Dec20-Dec21-Dec22-Dec23-Dec24-Dec25-Dec
Total Calls Offered331161021129843504
Total Calls Answered331161021129843504
Average Speed of Answer0:110:110:160:120:080:120:12
Total Calls Answered within 3 minutes331161001129843502
Total Calls Answered within 3 minutes - %100.0%100.0%98.0%100.0%100.0%100.0%99.6%
Total Calls Answered within 5 minutes331161011129843503
Total Calls Answered within 5 minutes - %100.0%100.0%99.0%100.0%100.0%100.0%99.8%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

0000000
% of calls Abandoned0.0%0%0%0.0%0.0%0.0%0.0%
Average Handling Time2:462:392:122:442:223:192:35

December 26 - January 1

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift26-Dec27-Dec28-Dec29-Dec30-Dec31-Dec1-Jan
Total Calls Offered3812583968154477
Total Calls Answered3812583958054475
Average Speed of Answer0:100:110:080:080:220:080:11
Total Calls Answered within 3 minutes3812583957654471
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%95.0%100.0%99.2%
Total Calls Answered within 5 minutes3812583958054475
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

0001001
% of calls Abandoned0.0%0%0%1.0%0.0%0.0%0.2%
Average Handling Time2:051:472:312:292:282:192:15

January 2 - January 8

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift2-Jan3-Jan4-Jan5-Jan6-Jan7-Jan8-Jan
Total Calls Offered4113612812911911946718
Total Calls Answered4013612812911911945716
Average Speed of Answer0:140:130:100:160:120:140:180:13
Total Calls Answered within 3 minutes4013612812811911845714
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%99.2%100.0%99.2%100.0%99.7%
Total Calls Answered within 5 minutes4013612812811911945715
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%99.2%100.0%100.0%100%99.9%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000011
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%2.2%0.1%
Average Handling Time2:482:492:262:452:302:382:392:38

January 9 - January 15

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift9-Jan10-Jan11-Jan12-Jan13-Jan14-Jan15-Jan
Total Calls Offered2811912713011711949689
Total Calls Answered2811812713011711949688
Average Speed of Answer0:050:150:070:060:090:150:170:11
Total Calls Answered within 3 minutes2811812713011711949688
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes2811812713011711949688
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:312:462:372:242:392:222:002:33

January 16 - January 22

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift16-Jan17-Jan18-Jan19-Jan20-Jan21-Jan22-Jan
Total Calls Offered27921331189310238603
Total Calls Answered26921331189310238602
Average Speed of Answer0:160:090:100:130:080:090:180:10
Total Calls Answered within 3 minutes26921331179310238601
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%99.2%100.0%100.0%100.0%99.8%
Total Calls Answered within 5 minutes26921331189310238602
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:132:482:372:232:222:252:082:31

January 23 - January 29

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift23-Jan24-Jan25-Jan26-Jan27-Jan28-Jan29-Jan
Total Calls Offered23135141117998539639
Total Calls Answered23135141117998539639
Average Speed of Answer0:050:200:110:100:090:100:130:12
Total Calls Answered within 3 minutes23134141117998539638
Total Calls Answered within 3 minutes - %100.0%99.3%100.0%100.0%100.0%100.0%100.0%99.8%
Total Calls Answered within 5 minutes23135141117998539639
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:442:582:262:312:322:262:362:36

January 30 - February 5

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift30-Jan31-Jan1-Feb2-Feb3-Feb4-Feb5-Feb
Total Calls Offered271181001191179752630
Total Calls Answered271181001191179752630
Average Speed of Answer0:100:100:090:080:070:190:260:11
Total Calls Answered within 3 minutes271181001191179652629
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%99.0%100.0%99.8%
Total Calls Answered within 5 minutes271181001191179752630
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:082:272:392:512:482:142:132:34

February 6 - February 12

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift6-Feb7-Feb8-Feb9-Feb10-Feb11-Feb12-Feb
Total Calls Offered3111211310312712333642
Total Calls Answered3111211310312712233641
Average Speed of Answer0:080:100:110:080:090:210:200:12
Total Calls Answered within 3 minutes3111211310312712133640
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%99.2%100.0%99.8%
Total Calls Answered within 5 minutes3111211310312712233641
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:412:402:402:122:422:352:312:35

February 13 - February 19

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift13-Feb14-Feb15-Feb16-Feb17-Feb18-Feb19-Feb
Total Calls Offered221261111129510735608
Total Calls Answered221261101129510735607
Average Speed of Answer0:130:080:090:120:100:170:150:11
Total Calls Answered within 3 minutes221261101129510635606
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%99.1%100.0%99.8%
Total Calls Answered within 5 minutes221261101129510735607
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:382:282:182:162:222:402:032:24

February 20 - February 26

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift20-Feb21-Feb22-Feb23-Feb24-Feb25-Feb26-Feb
Total Calls Offered4410214910112211054682
Total Calls Answered4410214910112211049677
Average Speed of Answer0:250:150:110:090:100:170:510:16
Total Calls Answered within 3 minutes4410114910112211045672
Total Calls Answered within 3 minutes - %100.0%99.0%100.0%100.0%100.0%100.0%91.8%99.3%
Total Calls Answered within 5 minutes4410214910112211049677
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000022
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%3.7%0.3%
Average Handling Time2:173:012:402:462:302:542:232:42

February 27 - March 5

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift27-Feb28-Feb1-Mar2-Mar3-Mar4-Mar5-Mar
Total Calls Offered3513010712111911051673
Total Calls Answered3513010712111911051673
Average Speed of Answer0:340:160:090:160:120:100:210:14
Total Calls Answered within 3 minutes3413010711811911051669
Total Calls Answered within 3 minutes - %97.1%100.0%100.0%97.5%100.0%100.0%100.0%99.4%
Total Calls Answered within 5 minutes3413010712011911051671
Total Calls Answered within 5 minutes - %97.1%100.0%100.0%99.2%100.0%100.0%100%99.7%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:152:532:572:232:342:272:212:40

March 6 - March 12

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift6-Mar7-Mar8-Mar9-Mar10-Mar11-Mar12-Mar
Total Calls Offered3215411713113911238723
Total Calls Answered3215411713113911238723
Average Speed of Answer0:110:150:110:090:060:130:240:12
Total Calls Answered within 3 minutes3215311713113911238722
Total Calls Answered within 3 minutes - %100.0%99.4%100.0%100.0%100.0%100.0%100.0%99.9%
Total Calls Answered within 5 minutes3215411713113911238723
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:392:532:162:282:332:112:372:31

March 13 - March 19

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift13-Mar14-Mar15-Mar16-Mar17-Mar18-Mar19-Mar
Total Calls Offered341301191109510453645
Total Calls Answered341301191109510453645
Average Speed of Answer0:170:080:100:160:070:080:130:11
Total Calls Answered within 3 minutes341301191109510453645
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%99.1%100.0%100.0%100.0%99.8%
Total Calls Answered within 5 minutes341301191109510453645
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:012:152:272:382:362:262:152:28

March 20 - March 26

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift20-Mar21-Mar22-Mar23-Mar24-Mar25-Mar26-Mar
Total Calls Offered221129010410210436570
Total Calls Answered221119010410210436569
Average Speed of Answer0:060:090:130:080:230:160:170:14
Total Calls Answered within 3 minutes22111901049810336564
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%96.1%99.0%100.0%99.1%
Total Calls Answered within 5 minutes221119010410010436567
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%98.0%100.0%100%99.6%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:462:482:532:342:282:552:492:44

March 27 - April 2

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift27-Mar28-Mar29-Mar30-Mar31-Mar1-Apr2-Apr
Total Calls Offered3914411712813312544730
Total Calls Answered3914311712813312542727
Average Speed of Answer0:130:100:120:110:080:120:220:11
Total Calls Answered within 3 minutes3914311712813312542727
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes3914311712813312542727
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000011
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%2.3%0.1%
Average Handling Time2:463:003:012:472:412:182:072:43

April 3 - April 9

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift3-Apr4-Apr5-Apr6-Apr7-Apr8-Apr9-Apr
Total Calls Offered4314711513112212651735
Total Calls Answered4314711513012212651734
Average Speed of Answer0:120:130:120:080:090:140:110:11
Total Calls Answered within 3 minutes4314711513012212651734
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes4314711513012212651734
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00010001
% of calls Abandoned0.0%0.0%0%0.8%0.0%0.0%0.0%0.1%
Average Handling Time3:202:302:412:272:392:233:012:36

April 10 - April 16

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift10-Apr11-Apr12-Apr13-Apr14-Apr15-Apr16-Apr
Total Calls Offered3513711811712713634704
Total Calls Answered3513611811712413634700
Average Speed of Answer0:150:100:060:100:120:100:120:10
Total Calls Answered within 3 minutes3513611811712413634700
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes3513611811712413634700
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00001001
% of calls Abandoned0.0%0.0%0%0.0%0.8%0.0%0.0%0.1%
Average Handling Time2:552:392:252:373:032:201:532:36

April 17 - April 23

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift17-Apr18-Apr19-Apr20-Apr21-Apr22-Apr23-Apr
Total Calls Offered2715714411411311329697
Total Calls Answered2715714411411311329697
Average Speed of Answer0:080:170:130:090:090:140:130:13
Total Calls Answered within 3 minutes2715714311411311329696
Total Calls Answered within 3 minutes - %100.0%100.0%99.3%100.0%100.0%100.0%100.0%99.9%
Total Calls Answered within 5 minutes2715714411411311329697
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:102:472:382:182:312:263:552:38

April 24 - April 30

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift24-Apr25-Apr26-Apr27-Apr28-Apr29-Apr30-Apr
Total Calls Offered261371481131059945673
Total Calls Answered261371481131049945672
Average Speed of Answer0:160:090:100:090:080:120:100:10
Total Calls Answered within 3 minutes261371481131049945672
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes261371481131049945672
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time3:132:402:262:132:312:512:142:32

May 1 - May 7

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift1-May2-May3-May4-May5-May6-May7-May
Total Calls Offered3513614912910610644705
Total Calls Answered3513514912910610644704
Average Speed of Answer0:060:190:100:070:090:160:210:13
Total Calls Answered within 3 minutes3513414912910610544702
Total Calls Answered within 3 minutes - %100.0%99.3%100.0%100.0%100.0%99.1%100.0%99.8%
Total Calls Answered within 5 minutes3513514912910610644704
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

01000001
% of calls Abandoned0.0%0.7%0%0.0%0.0%0.0%0.0%0.1%
Average Handling Time1:522:502:172:322:152:261:512:24

May 8 - May 14

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift8-May9-May10-May11-May12-May13-May14-May
Total Calls Offered481531261041199047687
Total Calls Answered481531261041199047687
Average Speed of Answer0:110:080:090:080:070:100:070:09
Total Calls Answered within 3 minutes481531261041199047687
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes481531261041199047687
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:092:342:142:371:532:392:202:22

May 15 - May 21

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift15-May16-May17-May18-May19-May20-May21-May
Total Calls Offered481351341151219239684
Total Calls Answered481351341151219139683
Average Speed of Answer0:130:150:080:120:080:110:160:11
Total Calls Answered within 3 minutes481351341151219139683
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes481351341151219139683
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000101
% of calls Abandoned0.0%0.0%0%0.0%0.0%1.1%0.0%0.1%
Average Handling Time2:292:332:202:132:302:302:272:25

May 22 - May 28

Cherriots Call Center Operations Dashboard
Weekly Data - 2020SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift22-May23-May24-May25-May26-May27-May28-May
Total Calls Offered39127112989611346631
Total Calls Answered39127112989611346631
Average Speed of Answer0:170:140:110:110:120:130:140:12
Total Calls Answered within 3 minutes39127112989611346631
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes39127112989611346631
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

00000000
% of calls Abandoned0.0%0.0%0%0.0%0.0%0.0%0.0%0.0%
Average Handling Time2:472:302:162:353:062:302:162:34

May 29 - June 4

Cherriots Call Center Operations Dashboard
Weekly Data - 2022SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift29-May30-May31-May1-Jun2-Jun3-Jun4-Jun
Total Calls Offered344913711512312437619
Total Calls Answered314913711512312436615
Average Speed of Answer0:550:080:150:060:090:140:130:13
Total Calls Answered within 3 minutes294913711512312436613
Total Calls Answered within 3 minutes - %93.5%100.0%100.0%100.0%100.0%100.0%100.0%99.5%
Total Calls Answered within 5 minutes294913711512312436613
Total Calls Answered within 5 minutes - %93.5%100.0%100.0%100.0%100.0%100.0%100%99.5%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

20000002
% of calls Abandoned5.9%0.0%0%0.0%0.0%0.0%0.0%0.3%
Average Handling Time3:193:012:412:392:272:152:442:36

June 5 - June 11

Cherriots Call Center Operations Dashboard
Weekly Data - 2022SundayMondayTuesdayWednesdayThursdayFridaySaturdayWTD
Cherriots Lift5-Jun6-Jun7-Jun8-Jun9-Jun10-Jun11-Jun
Total Calls Offered4012812010910510336641
Total Calls Answered3912712010810510336638
Average Speed of Answer0:110:110:090:120:090:120:170:11
Total Calls Answered within 3 minutes3912712010810510336638
Total Calls Answered within 3 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%
Total Calls Answered within 5 minutes3912712010810510336638
Total Calls Answered within 5 minutes - %100.0%100.0%100.0%100.0%100.0%100.0%100%100.0%
Total Calls Abandoned (long)

Rich Miller: Calls 'Interflowed' (member opt into leaving voicemail) do not count as (long) abandoned

11010003
% of calls Abandoned2.5%0.8%0%0.9%0.0%0.0%0.0%0.5%
Average Handling Time3:012:372:292:132:202:182:262:26

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