Data Points

Call Handled AHT Surveys Sat% APP Attach Rate Quality Monitoring Quality % Accuracy %

Definition
Total calls taken Average Handled Time No of Survey Csat(Includes Very Satisfied and Somewhat satisfied) No APP(Apple Protection Plan Sold) APP sold per qualified Call No of calls monitored Achieved Quality on monitored Call Achieved Accuracy on monitored Call

Calculation Method SLA Sheet

NA NA NA CSat/Total Survey NA Tech= Apps / (Calls Handled *50%); iPod= Apps/ (Calls Handled * 85%) NA NA NA

Productivity Sheet
30,60 Day Forecast Achieved % on Forecast Allocation % as per Client Ach % over Group 30, 60 Delta compare to allocation % Call Handled (TW, Group) Duration (TW,Group) ACW (TW, Group) AHT (TW, Group) Forecated Call as per 30 Days and 60 Days Handled Calls compare to Forecated Calls(30 Days & 60 Days) Forecated Call as per 30 Days and 60 Days(%) Calls taken compare to Calls taken by Group Difference of Allocation % as per Client & Ach % over Group Calls taken by TW & Group (ACD time/3600) A state generally representing work related to the the preceding ACD call Sum of Duration, ACW and Hold time NA =Actual Calls/Forecated Calls NA =Calls taken by TW/Calls taken by group =Allocation % as per Client - Ach% over Group NA NA NA NA

Shrinkage Sheet
PMD WO AMD LMD HMD UPMD SMD Effective Absenteeism(%) Unplanned Absenteeism(%) Planned Absenteeism(%) Total Absenteeism(%) Internal Transfer Resigned Absconding Terminated Headcount Attrition % Combined Shrinkage % of Unplanned Absenteeism(includes Absent & Half Day leave) % of Planned leaves % of Planned as well as Unplanned Absenteeism No of transferred and referred to HR agents No of Resigned agents No of Absconding agents No of Terminated agents No of active agents at EOD Total attrition excluding Internal attrition Sum of Total Absenteeism(%) and Attrition(%) No of Production agents logged in No of agents who are under Nesting or CLP program Login Hrs target for Production Agent Login Hrs target for Nesting/CLP Agent Total Login Hrs target(Production+Nesting) No of agents present No of agents availing Weekly off No of uninformed leave and leave after Roster No of planned leaves No of half day leaves Total number of agents present while not scheduled to work No of agents scheduled NA NA NA NA NA NA NA =1-(PMD+UPMD)/SMD =(AMD+HMD)/SMD =LMD/SMD =(LMD+AMD+HMD)/SMD NA NA NA NA NA =(Resigned+Absconding+Terminated)/ Active Agents =(Total Absenteeism(%)+Attrition(%))/2 NA NA =No of Agents*8 =No of Agents*Target Hrs =FTE Target Hrs+Nesting/CLP Target Hrs

Efficiency Sheet

Full Time Agents Nesting/CLP Agents FTE Target Hours Nesting/CLP Target Hours Total Target Login Hours

Actual Login Hours Actual Billable Hours CSR Utilization Roster Efficiency Attendance Efficiency Login Hours Efficiency Billable Hours Efficiency Operational Efficiency Program Efficiency

Total Login Hrs achieved by Program Total Billable Hrs achieved by Program Billable Hrs / (PMD*9)

NA =Total Calls handled*AHT Billable Hrs / (PMD*9)

The actual no of Agents rostered as % of =(PMD+AMD+HMD/2)/(PMD+LMD+AM agents staffed D+HMD/2) The actual no of Agents present % of =(PMD+HMD/2)/(PMD+AMD+HMD/2) agents rostered The actual Login Hrs achieved as % of =Actual Login Hrs/Targget Login Hrs Target Login Hrs The Billable hrs achieved as % of Actual =Billable Hrs/Actual Login Hrs Login Hrs The Billable Hrs generated as % of the =Login Hrs Efficiency * Billable Hrs expected Login Hrs Efficiency The Billable Hrs generated as % of the = Roster Efficiency * Attendance total caoacity to bill based on total staffing Efficiency * Operational Efficiency

Source
Client Site Client Site Client CSAT file Client CSAT file Client Site Client Site Quality Quality Quality

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WFM NA WFM NA NA Client Site Client Site Client Site Client Site

Attendance Tracker Attendance Tracker Attendance Tracker Attendance Tracker Attendance Tracker Attendance Tracker WFM NA NA NA NA Attendance Tracker Attendance Tracker Attendance Tracker Attendance Tracker Attendance Tracker NA NA

Phone Stats Phone Stats NA NA NA

Phone Stats Client Site NA NA NA NA NA NA NA