Section J - L.2.7 WebSite Helpdesk Appendix F_Analysis Reports_v4.0.rtf

RTF text file 28 MB Posted Jan 21, 2010

Attached to: Managed Services for Internal Revenue Service (IRS) Enterprise Portals
Solicitation number: TIRNO-09-R-00051
Issued by: Department of the Treasury Internal Revenue Service

About this file

From the source

Appendix F

Text of this file

Attachment 1 G-1

Attachment L.2.7 Appendix F: Reports – Analysis Reports, Canned Response Usage Reports, and Topics Reports For Proposal Purposes Only

Analysis Reports

General Glossary Report General Information

Glossary

Reporting Metrics

General Terms

CSR

(Customer Service Representative) An individual staffed on the Help Desk who is responsible for responding to incoming inquiries.

Inquiry A call, chat, or e-mail submitted to the Help Desk.

Workable An inquiry that contains a comment, question, or problem which requires assistance by a CSR. A workable inquiry will include an issue that can be resolved by the CSR or escalated by the CSR for resolution.

Reporting Time Period The time frame the data is being reported on.

Completed The total number of items completed in the specified reporting time period. These are measured against the Service Level Agreement.

Handled The total number of items completed in the specified reporting time period. These are measured against the Service Level Agreement.

E-Mail Glossary Report E-Mail Glossary e-Mail Daily Breakdown

Reporting Time Period The time period during which a particular e-Mail activity was recorded.

Open of Business The total number of e-Mails that were unresolved at the start of the specified reporting period. This includes the Bad e-Mails.

Daily Volume The total number of e-Mails received for the specified reporting period. This includes the incoming Bad e-Mails

Completed The total number of e-Mails completed in the specified reporting time period. This includes Bad e-Mails.

% Completed The percentage of e-Mails that were completed in the specified reporting time period. This includes Bad e-Mails.

Close of Business The total number of e-Mails remaining open at end of the specified reporting time period. These e-Mails have not yet been worked or they have not yet been escalated. This includes Bad e-Mails.

Bad e-Mails The total number of e-Mails within the Daily Volume that contain(s) a word(s) from the TIGTA approved "Bad Word List." These e-Mails will be worked by a CSR if they are non-threatening and contain a workable issue or they will be escalated if they are of a threatening nature.

% Bad e-Mails The percentage of e-Mails that are Bad e-Mails.

E-Mail Daily Breakdown Report

Open of Business Daily Volume Completed % Completed Close of Business Bad e-Mails % Bad Sunday, December 28, 2008

Monday, December 29, 2008

Tuesday, December 30, 2008

Wednesday, December 31, 2008

Thursday, January 01, 2009

Friday, January 02, 2009

Saturday, January 03, 2009

Sunday, January 04, 2009

Monday, January 05, 2009

Tuesday, January 06, 2009

Wednesday, January 07, 2009

Thursday, January 08, 2009

Friday, January 09, 2009

Saturday, December 19, 2009

Sunday, December 20, 2009

Monday, December 21, 2009

Tuesday, December 22, 2009

Wednesday, December 23, 2009

Thursday, December 24, 2009

Friday, December 25, 2009

Saturday, December 26, 2009

Sunday, December 27, 2009

Monday, December 28, 2009

Tuesday, December 29, 2009

Wednesday, December 30, 2009

Thursday, December 31, 2009

Phone Glossary Report Phone Glossary

Phone Daily Breakdown

The time period during which the phone inquiries were measured.

Total Incoming Calls Total number of calls that are received by the Help Desk. These calls may be handled by the IVR, a CSR, or the Voice Messaging system.

Total Incoming Calls Offered to CSR Total number of calls that are offered to a CSR, both English and Spanish.

Handled by CSR (English) The number of incoming calls during operating hours that were routed to speak with a live English speaking CSR and were answered by a CSR. These callers may or may not have been placed on hold.

Handled by CSR (Spanish) The number of incoming calls during operating hours that were routed to a speak with a live Spanish speaking CSR and were answered by a Spanish speaking CSR. These callers may or may not have been placed on hold.

% Incoming Handled by CSR (Both English and Spanish) The percentage of Total Incoming Calls that were routed to speak with a live (English and Spanish speaking) CSR and were answered by a CSR.

Average Speed of Answer (English) This column indicates the average amount of time, in seconds, that the caller must wait after selecting to speak with an English speaking CSR during operating hours.

Average Speed of Answer (Spanish) This column indicates the average amount of time, in seconds, that the caller must wait after selecting to speak with a Spanish speaking CSR during operating hours.

Routed to Voicemail (Operating Hours, English) The number of calls during operating hours that were placed on hold while waiting to speak with an English speaking CSR during operating hours and the caller selected to leave a voice message.

Routed to Voicemail (Operating Hours, Spanish) The number of calls during operating hours that were placed on hold while waiting to speak with a Spanish speaking CSR during operating hours and the caller selected to leave a voice message.

Routed to Voicemail (After Hours) The number of calls that were handled by being transferred to the voice message system during non-operating hours for the Help Desk. These callers contacted the Help Desk after operating hours and selected to leave a message. The voice messages would then be handled by CSR's during normal business hours.

Disconnected During the Greeting Announcement The number of callers who contacted the Help Desk during open hours and disconnected before selecting to speak with a live CSR or contacted the Help Desk after operating hours and disconnected before selecting the option to leave a voicemail message. These callers disconnect while listening to the Help Desk's greeting, "Thank you for calling the IRS website support team ..."

Disconnected While On Hold (Operating Hours, English) The number of callers who disconnected while waiting to speak with a live English Speaking CSR during Help Desk operating hours. These callers opted to disconnect while on hold for a CSR.

Disconnected While On Hold (Operating Hours, Spanish) The number of callers who disconnected while waiting to speak with a live Spanish speaking CSR during Help Desk operating hours. These callers opted to disconnect while on hold for a CSR.

% of Abandoned Calls The percentage of Abandoned Calls offered in all applications (English and Spanish) during business hours.

Average Delay to Abandon (English) The average amount of time, in seconds, that the caller waited to speak to an English speaking CSR before disconnecting from the Help Desk.

Average Delay to Abandon (Spanish) This average amount of time, in seconds, that the caller waited to speak to a Spanish speaking CSR before disconnecting from the Help Desk.

Mailbox Full (Operating Hours) The number of callers who contacted the Help Desk and selected to leave a message during operating hours, but were disconnected due to the voicemail system being full Phone Daily Breakdown Report Reporting Time Period Total Incoming Calls Routed to Voicemail (After Hours) Disconnected During the Greeting Announcement Total Incoming Calls Offered to a CSR Handled by CSR (English) Handled by CSR (Spanish) Disconnected while On Hold (Operating Hours) English Disconnected while On Hold (Operating Hours) Spanish % of Abandoned Calls Offered Average Speed of Answer (Seconds) English Average Speed of Answer (Seconds) Spanish Average Delay to Abandon (Seconds) English Average Delay to Abandon (Seconds) Spanish Mailbox Full (Operating Hours)

Chat Glossary Report Chat Glossary

Chat Daily Breakdown

The time period during which the chat sessions were measured.

Chats Attempted The total number of incoming chat sessions that were received by the Help Desk for a particular day.

Handled The total number of incoming chat sessions that received responses by a CSR.

Abandoned The total number of incoming chat sessions that were disconnected before receiving a response by a CSR.

% Abandoned The percentage of Abandoned Chats for the Reporting Time Period.

Average Handle Time The average length of time required to complete a chat session with a customer.

Chat Daily Breakdown Report

Chats Attempted Handled Abandoned % Abandoned

Saturday, January 10, 2009

Sunday, January 11, 2009

Tax Season Forecast Analysis Report (E-mails) IRS.gov Help Desk Statistics Week Beginning:

E-mail

Received

SLA %

Forecast Actual Received Variance from Forecast % of Forecast

SLA %

Dec 28 - Jan 3

Jan 4 - Jan 10

Jan 11 - Jan 17

Jan 18 - Jan 24

Jan 25 - Jan 31

Feb 1 - Feb 7

Feb 8 - Feb 14

Feb 15 - Feb 21

Feb 22 - Feb 28

Mar 1 - Mar 7

Mar 8 - Mar 14

Mar 15 - Mar 21

Mar 22 - Mar 28

Mar 29 - Apr 4

Apr 5 - Apr 11

Apr 12 - Apr 18

Total

Tax Season Forecast Analysis Report (E-mail) (Continued) file_0.xls Chart1

Dec 28 - Jan 3 Dec 28 - Jan 3 Dec 28 - Jan 3

Jan 4 - Jan 10 Jan 4 - Jan 10 Jan 4 - Jan 10

Jan 11 - Jan 17 Jan 11 - Jan 17 Jan 11 - Jan 17

Jan 18 - Jan 24 Jan 18 - Jan 24 Jan 18 - Jan 24

Jan 25 - Jan 31 Jan 25 - Jan 31 Jan 25 - Jan 31

Feb 1 - Feb 7 Feb 1 - Feb 7 Feb 1 - Feb 7

Feb 8 - Feb 14 Feb 8 - Feb 14 Feb 8 - Feb 14

Feb 15 - Feb 21 Feb 15 - Feb 21 Feb 15 - Feb 21

Feb 22 - Feb 28 Feb 22 - Feb 28 Feb 22 - Feb 28

Mar 1 - Mar 7 Mar 1 - Mar 7 Mar 1 - Mar 7

Mar 8 - Mar 14 Mar 8 - Mar 14 Mar 8 - Mar 14

Mar 15 - Mar 21 Mar 15 - Mar 21 Mar 15 - Mar 21

Mar 22 - Mar 28 Mar 22 - Mar 28 Mar 22 - Mar 28

Mar 29 - Apr 4 Mar 29 - Apr 4 Mar 29 - Apr 4

Apr 5 - Apr 11 Apr 5 - Apr 11 Apr 5 - Apr 11

Apr 12 - Apr 18 Apr 12 - Apr 18 Apr 12 - Apr 18

2008 Actual Received

2009 Actual Received

2009 Forecast

E-mail Forecast Analysis

General Glossary

General Information

Glossary

Reporting Metrics

General Terms

		CSR
(Customer Service Representative)	An individual staffed on the Help Desk who is responsible for responding to incoming inquiries.

Inquiry A call, chat, or e-mail submitted to the Help Desk.

Reporting Time Period The time frame the data is being reported on.

Completed The total number of items completed in the specified reporting time period. These are measured against the Service Level Agreement.

Handled The total number of items completed in the specified reporting time period. These are measured against the Service Level Agreement.

&C&"Arial,Bold Italic"General Glossary

&C&P of &N e-Mail Glossary e-Mail Glossary

Glossary e-Mail Daily Breakdown

Reporting Time Period The time period during which a particular e-Mail activity was recorded.

Open of Business The total number of e-Mails that were unresolved at the start of the specified reporting period. This includes the Bad e-Mails.

Daily Volume The total number of e-Mails received for the specified reporting period. This includes the incoming Bad e-Mails

Completed The total number of e-Mails completed in the specified reporting time period. This includes Bad e-Mails.

% Completed The percentage of e-Mails that were completed in the specified reporting time period. This includes Bad e-Mails.

% Bad e-Mails The percentage of e-Mails that are Bad e-Mails.

&C&"Arial,Bold Italic"&A

&C&"Arial,Bold"&P of &N e-Mail Daily Breakdown

Open vs Close

Reporting Time Period Open of Business Daily Volume Completed % Completed Close of Business Bad e-Mails % Bad Weekly New Weekly Completed Weekly Bad

Sunday, December 28, 2008

Monday, December 29, 2008 0

Tuesday, December 30, 2008 0

Wednesday, December 31, 2008 0

Thursday, January 01, 2009 0

Friday, January 02, 2009 0

Saturday, January 03, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, January 04, 2009 0

Monday, January 05, 2009 0

Tuesday, January 06, 2009 0

Wednesday, January 07, 2009 0

Thursday, January 08, 2009 0

Friday, January 09, 2009 0

Saturday, January 10, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, January 11, 2009 0

Monday, January 12, 2009 0

Tuesday, January 13, 2009 0

Wednesday, January 14, 2009 0

Thursday, January 15, 2009 0

Friday, January 16, 2009 0

Saturday, January 17, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, January 18, 2009 0

Monday, January 19, 2009 0

Tuesday, January 20, 2009 0

Wednesday, January 21, 2009 0

Thursday, January 22, 2009 0

Friday, January 23, 2009 0

Saturday, January 24, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, January 25, 2009 0

Monday, January 26, 2009 0

Tuesday, January 27, 2009 0

Wednesday, January 28, 2009 0

Thursday, January 29, 2009 0

Friday, January 30, 2009 0

Saturday, January 31, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, February 01, 2009 0 0 0 0 MATCHES MONTHLY REPORT

Monday, February 02, 2009 0

Tuesday, February 03, 2009 0

Wednesday, February 04, 2009 0

Thursday, February 05, 2009 0

Friday, February 06, 2009 0

Saturday, February 07, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, February 08, 2009 0

Monday, February 09, 2009 0

Tuesday, February 10, 2009 0

Wednesday, February 11, 2009 0

Thursday, February 12, 2009 0

Friday, February 13, 2009 0

Saturday, February 14, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, February 15, 2009 0

Monday, February 16, 2009 0

Tuesday, February 17, 2009 0

Wednesday, February 18, 2009 0

Thursday, February 19, 2009 0

Friday, February 20, 2009 0

Saturday, February 21, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, February 22, 2009 0

Monday, February 23, 2009 0

Tuesday, February 24, 2009 0

Wednesday, February 25, 2009 0

Thursday, February 26, 2009 0

Friday, February 27, 2009 0 0 0 0 MATCHES MONTHLY REPORT

Saturday, February 28, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, March 01, 2009 0

Monday, March 02, 2009 0

Tuesday, March 03, 2009 0

Wednesday, March 04, 2009 0

Thursday, March 05, 2009 0

Friday, March 06, 2009 0

Saturday, March 07, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, March 08, 2009 0

Monday, March 09, 2009 0

Tuesday, March 10, 2009 0

Wednesday, March 11, 2009 0

Thursday, March 12, 2009 0

Friday, March 13, 2009 0

Saturday, March 14, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, March 15, 2009 0

Monday, March 16, 2009 0

Tuesday, March 17, 2009 0

Wednesday, March 18, 2009 0

Thursday, March 19, 2009 0

Friday, March 20, 2009 0

Saturday, March 21, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, March 22, 2009 0

Monday, March 23, 2009 0

Tuesday, March 24, 2009 0

Wednesday, March 25, 2009 0

Thursday, March 26, 2009 0

Friday, March 27, 2009 0

Saturday, March 28, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, March 29, 2009 0

Monday, March 30, 2009 0 0 0 0

Tuesday, March 31, 2009 0

Wednesday, April 01, 2009 0

Thursday, April 02, 2009 0

Friday, April 03, 2009 0

Saturday, April 04, 2009 0 0 0 0 MATCHES WEEKLY REPORT

Sunday, April 05, 2009 0

Monday, April 06, 2009 0

Tuesday, April 07, 2009 0

Wednesday, April 08, 2009 0

Thursday, April 09, 2009 0

Friday, April 10, 2009 0

Saturday, April 11, 2009 0 0 0 0

Sunday, April 12, 2009 0

Monday, April 13, 2009 0

Tuesday, April 14, 2009 0

Wednesday, April 15, 2009 0

Thursday, April 16, 2009 0

Friday, April 17, 2009 0

Saturday, April 18, 2009 0 0 0 0

Sunday, April 19, 2009 0

Monday, April 20, 2009 0

Tuesday, April 21, 2009 0

Wednesday, April 22, 2009 0

Thursday, April 23, 2009 0

Friday, April 24, 2009 0

Saturday, April 25, 2009 0 0 0 0

Sunday, April 26, 2009 0

Monday, April 27, 2009 0

Tuesday, April 28, 2009 0

Wednesday, April 29, 2009 0

Thursday, April 30, 2009 0

Friday, May 01, 2009 0

Saturday, May 02, 2009 0 0 0 0

Sunday, May 03, 2009 0

Monday, May 04, 2009 0

Tuesday, May 05, 2009 0

Wednesday, May 06, 2009 0

Thursday, May 07, 2009 0

Friday, May 08, 2009 0

Saturday, May 09, 2009 0 0 0 0

Sunday, May 10, 2009 0

Monday, May 11, 2009 0

Tuesday, May 12, 2009 0

Wednesday, May 13, 2009 0

Thursday, May 14, 2009 0

Friday, May 15, 2009 0

Saturday, May 16, 2009 0 0 0 0

Sunday, May 17, 2009 0

Monday, May 18, 2009 0

Tuesday, May 19, 2009 0

Wednesday, May 20, 2009 0

Thursday, May 21, 2009 0

Friday, May 22, 2009 0

Saturday, May 23, 2009 0 0 0 0

Sunday, May 24, 2009 0

Monday, May 25, 2009 0

Tuesday, May 26, 2009 0

Wednesday, May 27, 2009 0

Thursday, May 28, 2009 0

Friday, May 29, 2009 0

Saturday, May 30, 2009 0 0 0 0

Sunday, May 31, 2009 0

Monday, June 01, 2009 0

Tuesday, June 02, 2009 0

Wednesday, June 03, 2009 0

Thursday, June 04, 2009 0

Friday, June 05, 2009 0

Saturday, June 06, 2009 0 0 0 0

Sunday, June 07, 2009 0

Monday, June 08, 2009 0

Tuesday, June 09, 2009 0

Wednesday, June 10, 2009 0

Thursday, June 11, 2009 0

Friday, June 12, 2009 0

Saturday, June 13, 2009 0 0 0 0

Sunday, June 14, 2009 0

Monday, June 15, 2009 0

Tuesday, June 16, 2009 0

Wednesday, June 17, 2009 0

Thursday, June 18, 2009 0

Friday, June 19, 2009 0

Saturday, June 20, 2009 0 0 0 0

Sunday, June 21, 2009 0

Monday, June 22, 2009 0

Tuesday, June 23, 2009 0

Wednesday, June 24, 2009 0

Thursday, June 25, 2009 0

Friday, June 26, 2009 0

Saturday, June 27, 2009 0 0 0 0

Sunday, June 28, 2009 0

Monday, June 29, 2009 0

Tuesday, June 30, 2009 0

Wednesday, July 01, 2009 0

Thursday, July 02, 2009 0

Friday, July 03, 2009 0

Saturday, July 04, 2009 0 0 0 0

Sunday, July 05, 2009 0

Monday, July 06, 2009 0

Tuesday, July 07, 2009 0

Wednesday, July 08, 2009 0

Thursday, July 09, 2009 0

Friday, July 10, 2009 0

Saturday, July 11, 2009 0 0 0 0

Sunday, July 12, 2009 0

Monday, July 13, 2009 0

Tuesday, July 14, 2009 0

Wednesday, July 15, 2009 0

Thursday, July 16, 2009 0

Friday, July 17, 2009 0

Saturday, July 18, 2009 0 0 0 0

Sunday, July 19, 2009 0

Monday, July 20, 2009 0

Tuesday, July 21, 2009 0

Wednesday, July 22, 2009 0

Thursday, July 23, 2009 0

Friday, July 24, 2009 0

Saturday, July 25, 2009 0 0 0 0

Sunday, July 26, 2009 0

Monday, July 27, 2009 0

Tuesday, July 28, 2009 0

Wednesday, July 29, 2009 0

Thursday, July 30, 2009 0

Friday, July 31, 2009 0

Saturday, August 01, 2009 0 0 0 0

Sunday, August 02, 2009 0

Monday, August 03, 2009 0

Tuesday, August 04, 2009 0

Wednesday, August 05, 2009 0

Thursday, August 06, 2009 0

Friday, August 07, 2009 0

Saturday, August 08, 2009 0 0 0 0

Sunday, August 09, 2009 0

Monday, August 10, 2009 0

Tuesday, August 11, 2009 0

Wednesday, August 12, 2009 0

Thursday, August 13, 2009 0

Friday, August 14, 2009 0

Saturday, August 15, 2009 0 0 0 0

Sunday, August 16, 2009 0

Monday, August 17, 2009 0

Tuesday, August 18, 2009 0

Wednesday, August 19, 2009 0

Thursday, August 20, 2009 0

Friday, August 21, 2009 0

Saturday, August 22, 2009 0 0 0 0

Sunday, August 23, 2009 0

Monday, August 24, 2009 0

Tuesday, August 25, 2009 0

Wednesday, August 26, 2009 0

Thursday, August 27, 2009 0

Friday, August 28, 2009 0

Saturday, August 29, 2009 0 0 0 0

Sunday, August 30, 2009 0

Monday, August 31, 2009 0

Tuesday, September 01, 2009 0

Wednesday, September 02, 2009 0

Thursday, September 03, 2009 0

Friday, September 04, 2009 0

Saturday, September 05, 2009 0 0 0 0

Sunday, September 06, 2009 0

Monday, September 07, 2009 0

Tuesday, September 08, 2009 0

Wednesday, September 09, 2009 0

Thursday, September 10, 2009 0

Friday, September 11, 2009 0

Saturday, September 12, 2009 0 0 0 0

Sunday, September 13, 2009 0

Monday, September 14, 2009 0

Tuesday, September 15, 2009 0

Wednesday, September 16, 2009 0

Thursday, September 17, 2009 0

Friday, September 18, 2009 0

Saturday, September 19, 2009 0 0 0 0

Sunday, September 20, 2009 0

Monday, September 21, 2009 0

Tuesday, September 22, 2009 0

Wednesday, September 23, 2009 0

Thursday, September 24, 2009 0

Friday, September 25, 2009 0

Saturday, September 26, 2009 0 0 0 0

Sunday, September 27, 2009 0

Monday, September 28, 2009 0

Tuesday, September 29, 2009 0

Wednesday, September 30, 2009 0

Thursday, October 01, 2009 0

Friday, October 02, 2009 0

Saturday, October 03, 2009 0 0 0 0

Sunday, October 04, 2009 0

Monday, October 05, 2009 0

Tuesday, October 06, 2009 0

Wednesday, October 07, 2009 0

Thursday, October 08, 2009 0

Friday, October 09, 2009 0

Saturday, October 10, 2009 0 0 0 0

Sunday, October 11, 2009 0

Monday, October 12, 2009 0

Tuesday, October 13, 2009 0

Wednesday, October 14, 2009 0

Thursday, October 15, 2009 0

Friday, October 16, 2009 0

Saturday, October 17, 2009 0 0 0 0

Sunday, October 18, 2009 0

Monday, October 19, 2009 0

Tuesday, October 20, 2009 0

Wednesday, October 21, 2009 0

Thursday, October 22, 2009 0

Friday, October 23, 2009 0

Saturday, October 24, 2009 0 0 0 0

Sunday, October 25, 2009 0

Monday, October 26, 2009 0

Tuesday, October 27, 2009 0

Wednesday, October 28, 2009 0

Thursday, October 29, 2009 0

Friday, October 30, 2009 0

Saturday, October 31, 2009 0 0 0 0

Sunday, November 01, 2009 0

Monday, November 02, 2009 0

Tuesday, November 03, 2009 0

Wednesday, November 04, 2009 0

Thursday, November 05, 2009 0

Friday, November 06, 2009 0

Saturday, November 07, 2009 0 0 0 0

Sunday, November 08, 2009 0

Monday, November 09, 2009 0

Tuesday, November 10, 2009 0

Wednesday, November 11, 2009 0

Thursday, November 12, 2009 0

Friday, November 13, 2009 0

Saturday, November 14, 2009 0 0 0 0

Sunday, November 15, 2009 0

Monday, November 16, 2009 0

Tuesday, November 17, 2009 0

Wednesday, November 18, 2009 0

Thursday, November 19, 2009 0

Friday, November 20, 2009 0

Saturday, November 21, 2009 0 0 0 0

Sunday, November 22, 2009 0

Monday, November 23, 2009 0

Tuesday, November 24, 2009 0

Wednesday, November 25, 2009 0

Thursday, November 26, 2009 0

Friday, November 27, 2009 0

Saturday, November 28, 2009 0 0 0 0

Sunday, November 29, 2009 0

Monday, November 30, 2009 0

Tuesday, December 01, 2009 0

Wednesday, December 02, 2009 0

Thursday, December 03, 2009 0

Friday, December 04, 2009 0

Saturday, December 05, 2009 0 0 0 0

Sunday, December 06, 2009 0

Monday, December 07, 2009 0

Tuesday, December 08, 2009 0

Wednesday, December 09, 2009 0

Thursday, December 10, 2009 0

Friday, December 11, 2009 0

Saturday, December 12, 2009 0 0 0 0

Sunday, December 13, 2009 0

Monday, December 14, 2009 0

Tuesday, December 15, 2009 0

Wednesday, December 16, 2009 0

Thursday, December 17, 2009 0

Friday, December 18, 2009 0

Saturday, December 19, 2009 0 0 0 0

Sunday, December 20, 2009 0

Monday, December 21, 2009 0

Tuesday, December 22, 2009 0

Wednesday, December 23, 2009 0

Thursday, December 24, 2009 0

Friday, December 25, 2009 0

Saturday, December 26, 2009 0 0 0 0

Sunday, December 27, 2009 0

Monday, December 28, 2009 0

Tuesday, December 29, 2009 0

Wednesday, December 30, 2009 0

Thursday, December 31, 2009 0

&C&"Arial,Bold Italic"e-Mail Daily Breakdown

&C&P of &N

Ref Email Daily Breakdown

E-MAIL SUMMARY

This tab is broken down into 8 columns and comes from Affina. This data is provided to Accenture via e-mail by close of business on Monday from Affina.

Column Header

Reporting Time Period Column A Day, Month, Date, Year Date e-mails submitted from the IRS.gov website.

Open of Business Column B Data entered from At Start columns IRSHelpdesk & IRS_Helpdesk_Bad in eGain report This reflects the number of e-mails that are in the IRSHelpdesk and IRS_Helpdesk_Bad queues at the beginning of the business day.

Daily Volume Column C Data entered from Incoming columns IRSHelpdesk & IRS_Helpdesk_Bad & IRS_Helpdesk Transferred out in eGain report Reflects the total number of e-mails in the Incoming columns (both New/No Case and Existing Case) IRSHelpdesk and IRS_Helpdesk_Bad as well as the number from the IRS_Helpdesk Transferred Out Column.

Completed Column D Data entered from Completed column IRSHelpdesk and IRS_Helpdesk_Bad This number is from the completed column from both the IRSHelpdesk queue and the IRS_Helpdesk_Bad queue.

% Completed Column E (Completed / (Daily Volume + Open of Business)) This is a formula that reflects the percentage of all e-mails that were completed on a particularly business day.

Close of Business Column F (Open of Business + Daily Volume - Completed). This is a formula that reflects the number of e-mails left to be handled at the end of the business day. (This number should match the Open of Business Column for the next day.

Bad e-mail Column G Data entered from Incoming columns IRS_Helpdesk_Bad eGain report This number reflects the number of incoming e-mails (both New/No Case and Existing Case) from the IRS_Helpdesk_Bad queue.

% Bad e-mail Column H (Bad e-mail/Daily Volume) This is a formula that reflects the percentage of all Bad e-mails divided by the number of completed emails for the reporting time period.

Open of Business

Daily Volume

Bad e-mail

Completed

Close of Business

% Bad e-mail

% Completed

Phone Glossary

Glossary

Phone Daily Breakdown

Reporting Time Period The time period during which the phone inquiries were measured.

IVR (Interactive Voice Response) An automated system designed to respond to an end-user's inquiries by prompting the user with a series of options. The caller uses a touch-tone phone to select an option the IVR system presents.