Info
Uploaded by
Joabian AlvarezInfo
Uploaded by
Joabian AlvarezBST Tech Spt (393749)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
12.82
401
36.10
717.77
3/1/2015
14.56
143
42.45
815.18
3/2/2015
11.85
258
32.58
663.78
12.82
401
36.10
717.77
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Combined-Boost
Mar-15
h Spt (393749)
BST Tech S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
15.10
58.30%
79.96%
8.92
121
15.90
46.78%
84.98%
9.29
54
14.66
64.88%
76.86%
8.63
67
15.10
58.30%
79.96%
8.92
121
mounts contained within the charts.
Combined-Boost
Mar-15
BST Tech Spt Sp (520068)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
8.94
519.27
7.17
72.52%
31.94%
12.91
536.24
8.31
61.90%
46.50%
5.75
505.60
6.24
82.35%
25.12%
8.94
519.27
7.17
72.52%
31.94%
BST eTeam(1006624)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
7.44
469
20.26
418.63
7.31
7.55
164
19.13
426.94
6.71
7.38
305
20.87
414.16
7.64
7.44
469
20.26
418.63
7.31
BST eTeam SP (1112143)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
29.00%
80.70%
6.56
141
12.65
23.22%
77.70%
5.61
66
5.23
32.48%
82.45%
7.40
75
19.19
29.00%
80.70%
6.56
141
12.65
BST eTeam SP (1112143)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
371.50
9.44
69.57%
36.55%
7.92
314.55
16.68
69.44%
42.57%
7.93
421.63
3.07
69.66%
33.41%
7.90
371.50
9.44
69.57%
36.55%
7.92
BST Care Eng (393737)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
25037
25.76
441.16
8.10
8.86%
11151
27.84
440.43
7.74
0.21%
13886
24.09
441.74
8.39
17.61%
25037
25.76
441.16
8.10
8.86%
BST Care Sp (393738)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
99.69%
7.86
4650
15.01
449.34
99.89%
8.39
1964
15.49
480.30
99.53%
7.47
2686
14.66
426.70
99.69%
7.86
4650
15.01
449.34
e Sp (393738)
BST Act E
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
7.06
17.10%
97.44%
11.08
1061
7.66
0.76%
99.74%
10.82
432
6.61
34.13%
95.63%
11.27
629
7.06
17.10%
97.44%
11.08
1061
BST Act Eng (393719)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
21.39
639.18
4.49
39.01%
95.05%
22.86
622.94
3.35
31.98%
97.06%
20.38
650.32
5.28
43.95%
93.77%
21.39
639.18
4.49
39.01%
95.05%
BST Act Sp (393723)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
11.30
616
12.48
651.76
13.95
11.80
258
9.94
686.34
11.70
10.95
358
14.32
626.84
15.58
11.30
616
12.48
651.76
13.95
BST Dealer (470771)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
19.09%
89.16%
5.52
21029
9.77
6.55%
95.48%
5.66
7417
11.47
30.65%
84.80%
5.44
13612
8.85
19.09%
89.16%
5.52
21029
9.77
BST Dealer (470771)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
314.99
6.46
13.54%
96.79%
8.87
322.20
6.10
4.33%
97.81%
9.25
311.07
6.66
19.18%
96.22%
8.73
314.99
6.46
13.54%
96.79%
8.87
BST Telesales (1006623)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
269
28.33
499.84
4.00
53.31%
73
17.08
534.14
3.71
22.73%
196
32.52
487.07
4.10
65.89%
269
28.33
499.84
4.00
53.31%
BST Res(1002380)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
55.49%
5.08
1668
4.50
296.27
49.43%
5.33
607
6.84
308.10
58.31%
4.93
1061
3.16
289.50
55.49%
5.08
1668
4.50
296.27
es(1002380)
BST Spec
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
3.80
80.71%
47.33%
3.55
20
4.57
67.31%
50.52%
5.07
3.36
88.99%
45.56%
2.73
13
3.80
80.71%
47.33%
3.55
20
BST Specialty (393745)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
41.90
170.80
0.15
85.71%
0.45%
112.00
191.86
0.14
100.00%
0.62%
4.15
159.46
0.15
78.57%
0.35%
41.90
170.80
0.15
85.71%
0.45%
BST CTMS Triage (313450)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
7.61
21
35.43
419.95
1.29
7.60
10
29.00
424.50
2.20
7.63
11
41.27
415.82
0.45
7.61
21
35.43
419.95
1.29
BST Family EN (1161276)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
90.48%
4.63%
8.79
87
1.72
80.00%
6.00%
9.35
26
0.08
100.00%
3.83%
8.56
61
2.43
90.48%
4.63%
8.79
87
1.72
BST Family EN (1161276)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
519.72
6.22
36.45%
33.09%
12.30
556.00
4.88
32.35%
39.58%
11.22
504.26
6.79
38.36%
30.75%
12.75
519.72
6.22
36.45%
33.09%
12.30
BST Family SP (1161277)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
24
4.88
729.04
4.08
42.31%
16.43
652.43
4.29
11.11%
17
0.12
760.59
4.00
58.82%
24
4.88
729.04
4.08
42.31%
BST Family BO (1161278)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
24.70%
0.00
0.00
0.00
35.67%
0.00
0.00
0.00
22.22%
0.00
0.00
0.00
24.70%
0.00
0.00
0.00
y BO (1161278)
SD-BST Daily Unl
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
7.14
2739
0.00
0.00%
0.00%
6.75
1399
0.00
0.00%
0.00%
7.55
1340
0.00
0.00%
0.00%
7.14
2739
SD-BST Daily Unlimited EN (1167474)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
6.59
408.12
13.77
73.23%
82.85%
6.68
387.48
10.75
63.18%
83.56%
6.49
429.67
16.92
84.30%
82.20%
6.59
408.12
13.77
73.23%
82.85%
SD-BST Daily Unlimited SP (1167475)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
7.26
93
6.19
402.28
27.06
7.08
57
8.09
389.81
26.86
7.54
36
3.19
422.03
27.39
7.26
93
6.19
402.28
27.06
Service Level
Occupancy
87.23%
58.76%
85.96%
64.48%
89.19%
51.92%
87.23%
58.76%
BST BB Eng (630832)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Eng (630832)
BST BB Sp (
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
BST BB Sp (630852)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Specialty (393750)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
iDEN Care Eng (252620)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
iDEN Care Eng (252620)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
iDEN Care Sp (252621)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB Care Eng SBL (818172)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Eng SBL (818172)
MBB Care S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB Care Sp SBL (951936)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST SPC Eng(1006625)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST SPC Sp (1006626)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST SPC Sp (1006626)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Saves Eng(804112)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
Combined-Boost
Mar-15
BST Saves Sp (1006629)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
s Sp (1006629)
iDEN BTS
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
iDEN BTS Sp (511625)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Dealer (470772)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Rep Call Eng (1001140)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Rep Call Eng (1001140)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Rep Call Sp (1001141)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST RTR-PRRP(1006627)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
PRRP(1006627)
CDMA Act
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
CDMA Act Sp (393734)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Care Eng (393746)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
CDMA Care Sp (393748)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
CDMA Care Sp (393748)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST iDEN NV Eng (1062630)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST iDEN NV Sp (1062631)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
NV Sp (1062631)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
VMU RCall Eng SBL (1001180)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Combined-Virgin Mo
Mar-15
ng SBL (1001180)
VMU RCall S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
Combined-Virgin Mobile
Mar-15
VMU RCall Sp SBL (1001280)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU Executive Esc (951715)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU Pk Slip Pro SBL (730973)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU Pk Slip Pro SBL (730973)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU Act Eng SBL (826812)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
VMU HQ Esc Eng SBL (698872)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Eng SBL (698872)
VMU HQ Esc
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
VMU HQ Esc Sp SBL (698873)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU Care Sp SBL (885515)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU Care Eng SBL (885456)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU Care Eng SBL (885456)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU Res SBL (1002400)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB TS Eng SBL (951957)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
ng SBL (951957)
MBB TS Sp
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB TS Sp SBL (951958)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
MBB Act Eng SBL (951955)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU CTMS Triage (1090933)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU CTMS Triage (1090933)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
ASW Res SBL (1002420)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Combined-Assurance Re
Mar-15
SBL (1002420)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
mounts contained within the charts.
Combined-Assurance Resolution
Mar-15
BST Tech Spt (393749)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
12.74
205
31.51
726.77
3/1/2015
14.59
80
42.79
829.58
3/2/2015
11.55
125
24.30
660.97
12.74
205
31.51
726.77
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Juarez-Boost
Mar-15
h Spt (393749)
BST Tech S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
5.89
53.94%
78.38%
0.00
2.83
45.36%
84.16%
0.00
7.85
59.72%
74.25%
0.00
5.89
53.94%
78.38%
0.00
mounts contained within the charts.
Juarez-Boost
Mar-15
BST Tech Spt Sp (520068)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST eTeam(1006624)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST eTeam SP (1112143)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST eTeam SP (1112143)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
7.97
0.00
0.00
0.00%
0.00%
8.13
0.00
0.00
0.00%
0.00%
7.84
0.00
0.00
0.00%
0.00%
7.97
BST Care Eng (393737)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
8438
23.59
450.96
3.68
8.26%
3815
28.59
455.30
4.01
0.19%
4623
19.45
447.38
3.42
16.30%
8438
23.59
450.96
3.68
8.26%
BST Care Sp (393738)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
99.69%
7.94
1675
22.79
449.26
99.92%
8.67
670
26.10
488.67
99.49%
7.46
1005
20.58
422.99
99.69%
7.94
1675
22.79
449.26
e Sp (393738)
BST Act E
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
4.56
15.23%
96.70%
11.08
1061
5.17
0.71%
99.39%
10.82
432
4.15
29.47%
94.72%
11.27
629
4.56
15.23%
96.70%
11.08
1061
BST Act Eng (393719)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
21.39
639.18
4.49
39.01%
95.05%
22.86
622.94
3.35
31.98%
97.06%
20.38
650.32
5.28
43.95%
93.77%
21.39
639.18
4.49
39.01%
95.05%
BST Act Sp (393723)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Dealer (470771)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
5.28
8510
15.45
0.00%
0.00%
5.33
2896
16.54
0.00%
0.00%
5.25
5614
14.89
0.00%
0.00%
5.28
8510
15.45
BST Dealer (470771)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
296.37
4.71
15.96%
96.40%
8.87
298.91
4.60
6.42%
97.72%
9.25
295.05
4.76
21.47%
95.72%
8.73
296.37
4.71
15.96%
96.40%
8.87
BST Telesales (1006623)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
269
28.33
499.84
4.00
53.31%
73
17.08
534.14
3.71
22.73%
196
32.52
487.07
4.10
65.89%
269
28.33
499.84
4.00
53.31%
BST Res(1002380)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
55.49%
4.87
870
2.11
290.00
49.43%
5.01
269
2.49
297.75
58.31%
4.81
601
1.94
286.53
55.49%
4.87
870
2.11
290.00
es(1002380)
BST Spec
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.03
74.94%
53.34%
0.00
0.07
44.93%
67.72%
0.00
0.02
89.60%
48.54%
0.00
0.03
74.94%
53.34%
0.00
BST Specialty (393745)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST CTMS Triage (313450)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Family EN (1161276)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
8.79
87
1.72
0.00%
0.00%
9.35
26
0.08
0.00%
0.00%
8.56
61
2.43
0.00%
0.00%
8.79
87
1.72
BST Family EN (1161276)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
519.72
6.22
36.45%
33.09%
12.30
556.00
4.88
32.35%
39.58%
11.22
504.26
6.79
38.36%
30.75%
12.75
519.72
6.22
36.45%
33.09%
12.30
BST Family SP (1161277)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
24
4.88
729.04
4.08
42.31%
16.43
652.43
4.29
11.11%
17
0.12
760.59
4.00
58.82%
24
4.88
729.04
4.08
42.31%
BST Family BO (1161278)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
24.70%
0.00
0.00
0.00
35.67%
0.00
0.00
0.00
22.22%
0.00
0.00
0.00
24.70%
0.00
0.00
0.00
y BO (1161278)
BST Daily Unlim
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
BST Daily Unlimited EN (1167474)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST Daily Unlimited SP (1167475)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
5)
Service Level
Occupancy
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
BST BB Eng (630832)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Eng (630832)
BST BB Sp (6
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
BST BB Sp (630852)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
Juarez-Boost
Mar-15
CDMA Specialty (393750)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
iDEN Care Eng (252620)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
iDEN Care Eng (252620)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
iDEN Care Sp (252621)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB Care Eng SBL (818172)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Eng SBL (818172)
MBB Care Sp SB
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB Care Sp SBL (951936)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST SPC Eng(1006625)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST SPC Sp (1006626)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST SPC Sp (1006626)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Saves Eng(804112)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Saves Sp (1006629)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
(1006629)
iDEN BTS Sp (511
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
iDEN BTS Sp (511625)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Dealer (470772)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Rep Call Eng (1001140)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Rep Call Eng (1001140)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Rep Call Sp (1001141)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST RTR-PRRP(1006627)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
PRRP(1006627)
CDMA Act
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
CDMA Act Sp (393734)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Care Eng (393746)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
CDMA Care Sp (393748)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
CDMA Care Sp (393748)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST iDEN NV Eng (1062630)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST iDEN NV Sp (1062631)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
NV Sp (1062631)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
VMU Care Sp SBL (885515)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Juarez-Virgin Mobi
Mar-15
Sp SBL (885515)
VMU Care En
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
Juarez-Virgin Mobile
Mar-15
VMU Care Eng SBL (885456)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU Res SBL (1002400)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU RCall Eng SBL (1001180)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU RCall Eng SBL (1001180)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU RCall Sp SBL (1001280)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
VMU Executive Esc (951715)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
tive Esc (951715)
VMU Pk Slip P
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
VMU Pk Slip Pro SBL (730973)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU Act Eng SBL (826812)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU HQ Esc Eng SBL (698872)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU HQ Esc Eng SBL (698872)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU HQ Esc Sp SBL (698873)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB TS Eng SBL (951957)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
ng SBL (951957)
MBB TS Sp
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB TS Sp SBL (951958)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
MBB Act Eng SBL (951955)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU CTMS Triage (1090933)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU CTMS Triage (1090933)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
ASW Res SBL (1002420)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Juarez-Assurance Reso
Mar-15
SBL (1002420)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
mounts contained within the charts.
Juarez-Assurance Resolution
Mar-15
BST Tech Spt (393749)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
12.90
196
40.89
708.36
3/1/2015
14.52
63
42.02
796.90
3/2/2015
12.13
133
40.36
666.41
12.90
196
40.89
708.36
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Bakersfield-Boos
Mar-15
h Spt (393749)
BST Tech S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
24.73
62.88%
81.66%
0.00
32.51
48.65%
86.03%
0.00
21.05
69.68%
79.36%
0.00
24.73
62.88%
81.66%
0.00
mounts contained within the charts.
Bakersfield-Boost
Mar-15
BST Tech Spt Sp (520068)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST Eteam EN (1006624)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
7.44
469
20.26
418.63
7.31
7.55
164
19.13
426.94
6.71
7.38
305
20.87
414.16
7.64
7.44
469
20.26
418.63
7.31
BST eTeam SP (1112143)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
29.00%
80.70%
6.56
141
12.65
23.22%
77.70%
5.61
66
5.23
32.48%
82.45%
7.40
75
19.19
29.00%
80.70%
6.56
141
12.65
BST eTeam SP (1112143)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
371.50
9.44
69.57%
36.55%
7.59
314.55
16.68
69.44%
42.57%
7.39
421.63
3.07
69.66%
33.41%
7.77
371.50
9.44
69.57%
36.55%
7.59
BST Care Eng (393737)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
7187
44.66
404.59
6.31
7.94%
3323
43.05
394.10
6.27
0.18%
3864
46.05
413.61
6.35
15.96%
7187
44.66
404.59
6.31
7.94%
BST Care Sp (393738)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
99.72%
0.00
0.00
0.00
99.92%
0.00
0.00
0.00
99.56%
0.00
0.00
0.00
99.72%
0.00
0.00
0.00
e Sp (393738)
BST Act E
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
BST Act Eng (393719)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST Act Sp (393723)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Dealer (470771)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Dealer (470771)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Telesales (1006623)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Res(1002380)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
5.77
228
21.02
312.18
0.00%
6.88
96
28.39
361.94
0.00%
4.97
132
15.66
275.98
0.00%
5.77
228
21.02
312.18
es(1002380)
BST Spec
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
13.22
74.18%
42.99%
3.55
20
22.50
71.54%
47.71%
5.06
6.48
76.32%
39.09%
2.73
13
13.22
74.18%
42.99%
3.55
20
BST Specialty (393745)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
41.90
170.80
0.05
85.71%
2.73%
112.00
191.86
0.00
100.00%
5.26%
4.15
159.46
0.08
78.57%
1.84%
41.90
170.80
0.05
85.71%
2.73%
BST CTMS Triage (313450)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Family EN (1161276)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Family EN (1161276)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Family SP (1161277)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Family BO (1161278)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
y BO (1161278)
BST Daily Unlim
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
BST Daily Unlimited EN (1167474)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST Daily Unlimited SP (1167475)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
5)
Service Level
Occupancy
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
BST BB Eng (630832)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Eng (630832)
BST BB
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
BST BB Sp (630852)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Specialty (393750)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
iDEN Care Eng (252620)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
iDEN Care Eng (252620)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
iDEN Care Sp (252621)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB Care Eng SBL (818172)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Eng SBL (818172)
MBB Care Sp SB
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB Care Sp SBL (951936)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST SPC Eng(1006625)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST SPC Sp (1006626)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST SPC Sp (1006626)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Saves Eng(804112)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
Bakersfield-Boost
Mar-15
BST Saves Sp (1006629)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
eld-Boost
(1006629)
iDEN BTS Sp (
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
iDEN BTS Sp (511625)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Dealer (470772)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Rep Call Eng (1001140)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Rep Call Eng (1001140)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Rep Call Sp (1001141)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST RTR-PRRP(1006627)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
PRRP(1006627)
CDMA Act
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
CDMA Act Sp (393734)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Care Eng (393746)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
CDMA Care Sp (393748)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
CDMA Care Sp (393748)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST iDEN NV Eng (1062630)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST iDEN NV Sp (1062631)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
NV Sp (1062631)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
VMU Care Sp SBL (885515)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Bakersfield Virgin Mobile
Mar-15
Sp SBL (885515)
VMU Care Eng SB
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
mounts contained within the charts.
Bakersfield Virgin Mobile
Mar-15
VMU Care Eng SBL (885456)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU Res SBL (1002400)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU RCall Eng SBL (1001180)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00
0.00%
VMU RCall Sp SBL (1001280)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Sp SBL (1001280)
VMU Executi
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
VMU Executive Esc (951715)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
VMU Pk Slip Pro SBL (730973)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
VMU Act Eng SBL (826812)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
VMU Act Eng SBL (826812)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
VMU HQ Esc Eng SBL (698872)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
VMU HQ Esc Sp SBL (698873)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
c Sp SBL (698873)
MBB TS Eng
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB TS Eng SBL (951957)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
MBB TS Sp SBL (951958)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
MBB Act Eng SBL (951955)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
MBB Act Eng SBL (951955)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
14.07
0.00
0.00
0.00%
0.00%
7.32
0.00
0.00
0.00%
0.00%
15.09
0.00
0.00
0.00%
0.00%
14.07
VMU CTMS Triage (1090933)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
23
72.26
772.09
0.04
91.67%
150.67
288.33
0.00
100.00%
20
60.50
844.65
0.05
90.48%
23
72.26
772.09
0.04
91.67%
Occupancy
7.20%
1.05%
12.51%
7.20%
ASW Res SBL (1002420)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Bakersfield-ASW Reso
Mar-15
SBL (1002420)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
mounts contained within the charts.
Bakersfield-ASW Resolution
Mar-15
BST Tech Spt (393749)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Santo Domingo-Boo
Mar-15
h Spt (393749)
BST Tech S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
8.92
121
0.00
0.00%
0.00%
9.29
54
0.00
0.00%
0.00%
8.63
67
0.00
0.00%
0.00%
8.92
121
mounts contained within the charts.
Santo Domingo-Boost
Mar-15
BST Tech Spt Sp (520068)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
8.94
519.27
7.17
72.52%
31.94%
12.91
536.24
8.31
61.90%
46.50%
5.75
505.60
6.24
82.35%
25.12%
8.94
519.27
7.17
72.52%
31.94%
BST Eteam EN (1006624)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST eTeam SP (1112143)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST eTeam SP (1112143)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
8.12
0.00
0.00
0.00%
0.00%
8.20
0.00
0.00
0.00%
0.00%
8.06
0.00
0.00
0.00%
0.00%
8.12
BST Care Eng (393737)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
9412
13.27
460.29
13.43
10.05%
4013
14.53
464.66
12.52
0.24%
5399
12.34
457.05
14.11
19.91%
9412
13.27
460.29
13.43
10.05%
BST Care Sp (393738)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
99.67%
7.81
2975
10.63
449.38
99.84%
8.25
1294
9.99
475.96
99.54%
7.47
1681
11.12
428.91
99.67%
7.81
2975
10.63
449.38
e Sp (393738)
BST Act E
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
8.46
18.19%
97.87%
0.00
8.95
0.79%
99.94%
0.00
8.08
36.98%
96.18%
0.00
8.46
18.19%
97.87%
0.00
BST Act Eng (393719)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST Act Sp (393723)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
11.30
616
12.48
651.76
13.95
11.80
258
9.94
686.34
11.70
10.95
358
14.32
626.84
15.58
11.30
616
12.48
651.76
13.95
BST Dealer (470771)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
19.09%
89.16%
5.69
12519
5.91
6.55%
95.48%
5.87
4521
8.23
30.65%
84.80%
5.58
7998
4.61
19.09%
89.16%
5.69
12519
5.91
BST Dealer (470771)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
327.66
7.65
11.91%
97.04%
0.00
337.12
7.06
3.01%
97.87%
0.00
322.30
7.99
17.59%
96.55%
0.00
327.66
7.65
11.91%
97.04%
0.00
BST Telesales (1006623)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Res(1002380)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
5.11
570
1.53
299.48
0.00%
5.06
242
3.13
298.26
0.00%
5.15
328
0.35
300.38
0.00%
5.11
570
1.53
299.48
es(1002380)
BST Spec
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
5.78
92.66%
42.33%
0.00
2.45
91.34%
40.50%
0.00
8.24
93.67%
43.77%
0.00
5.78
92.66%
42.33%
0.00
BST Specialty (393745)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST CTMS Triage (313450)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Family EN (1161276)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Family EN (1161276)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Family SP (1161277)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Family BO (1161278)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
y BO (1161278)
BST Daily Unlim
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
7.14
2739
0.00
0.00%
0.00%
6.75
1399
0.00
0.00%
0.00%
7.55
1340
0.00
0.00%
0.00%
7.14
2739
BST Daily Unlimited EN (1167474)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
6.59
408.12
13.77
73.23%
82.85%
6.68
387.48
10.75
63.18%
83.56%
6.49
429.67
16.92
84.30%
82.20%
6.59
408.12
13.77
73.23%
82.85%
BST Daily Unlimited SP (1167475)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
7.26
93
6.19
402.28
27.06
7.08
57
8.09
389.81
26.86
7.54
36
3.19
422.03
27.39
7.26
93
6.19
402.28
27.06
5)
Service Level
Occupancy
87.23%
58.76%
85.96%
64.48%
89.19%
51.92%
87.23%
58.76%
BST BB Eng (630832)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
0.00
0.00
0.00
3/1/2015
0.00
0.00
0.00
3/2/2015
0.00
0.00
0.00
0.00
0.00
0.00
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Eng (630832)
BST BB Sp
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
mounts contained within the charts.
BST BB Sp (630852)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
Santo Domingo-Boost
Mar-15
CDMA Specialty (393750)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
iDEN Care Eng (252620)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
iDEN Care Eng (252620)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
iDEN Care Sp (252621)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
MBB Care Eng SBL (818172)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
Eng SBL (818172)
MBB Care Sp S
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
MBB Care Sp SBL (951936)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
BST SPC Eng(1006625)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST SPC Sp (1006626)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST SPC Sp (1006626)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Saves Eng(804112)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST Saves Sp (1006629)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
p (1006629)
iDEN BTS Sp
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
iDEN BTS Sp (511625)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Dealer (470772)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
BST Rep Call Eng (1001140)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
BST Rep Call Eng (1001140)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST Rep Call Sp (1001141)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST RTR-PRRP(1006627)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
PRRP(1006627)
CDMA Act
Avg Wrap Time
Service Level
Occupancy
AHT
NCH
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
CDMA Act Sp (393734)
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
CDMA Care Eng (393746)
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
CDMA Care Sp (393748)
Service Level
Occupancy
AHT
NCH
Avg Hold Time
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00%
0.00%
0.00
0.00
CDMA Care Sp (393748)
Avg Talk Time
Avg Wrap Time
Service Level
Occupancy
AHT
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
0.00
0.00
0.00%
0.00%
0.00
BST iDEN NV Eng (1062630)
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service Level
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
BST iDEN NV Sp (1062631)
Occupancy
AHT
NCH
Avg Hold Time
Avg Talk Time
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
0.00%
0.00
0.00
0.00
NV Sp (1062631)
Avg Wrap Time
Service Level
Occupancy
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
0.00
0.00%
0.00%
SD-PPD VMU VM Custom (1162294)
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
MTD
9.54
755
8.79
555.70
3/1/2015
10.85
246
10.25
630.20
3/2/2015
8.91
509
8.08
519.70
9.54
755
8.79
555.70
3/3/2015
3/4/2015
3/5/2015
3/6/2015
3/7/2015
WTD
3/8/2015
3/9/2015
3/10/2015
3/11/2015
3/12/2015
3/13/2015
3/14/2015
WTD
3/15/2015
3/16/2015
3/17/2015
3/18/2015
3/19/2015
3/20/2015
3/21/2015
WTD
3/22/2015
3/23/2015
3/24/2015
3/25/2015
3/26/2015
3/27/2015
3/28/2015
WTD
3/29/2015
3/30/2015
3/31/2015
WTD
*Weekly and Monthly totals are based off of the actual figuresand not the rounded amounts contained within the cha
Santo Domingo-VM Cu
Mar-15
M Custom (1162294)
Avg Wrap Time
Service Level
Occupancy
8.16
30.13%
86.18%
10.48
3.40%
98.72%
7.04
46.57%
80.19%
8.16
30.13%
86.18%
mounts contained within the charts.
Santo Domingo-VM Custom
Mar-15
Data Definitions
Date
AHT
NCH
Avg Hold Time
Avg Talk Time
Avg Wrap Time
Service level
Occupancy
Data Definitions
MM/DD/YYYY Format
(Total Talk Time + Total Hold Time + Total Not Ready Time in seconds) / (Number of Calls Handled)
Total Number of Calls Handled
(Total Hold Time in Seconds) / Number of Calls Handled
(Total Talk Time in seconds) / Number of Calls Handled
(Total Not Ready [Wrap] Time in seconds) / Number of Calls Handled
(Total Calls Handled within 30 Seconds) / (Calls Offered)
(Total Talk Time and Hold Time + Total Not Ready Time)/ (Total Talk Time and Hold Time + Total Not
Ready Time + Total Wait Time)
CDMA Tech BlackBerry English
CDMA Tech BlackBerry Spanish
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