|
ADELPHIA CUSTOMER SERVICE STANDARD
<br />ACD* GROUP MONTHLY SUMMARY
<br />2007
<br />10 11
<br />Column 1 - IVR - Interactive Voice Routing - Calls handled electronically within the system.
<br />Column 6 - SL - Service Level
<br />Column 9 - ASA - Average Speed of Calls Answered
<br />J
<br />1
<br />2
<br />Calls
<br />3
<br />% of Calls
<br />v
<br />Call
<br />o
<br />L or % of
<br />I-
<br />Abandoned % of Calls
<br />ASA
<br />No. of calls
<br />%Busy
<br />MONTHLY*
<br />Calls
<br />Offered to
<br />Handled
<br />Handled
<br />offered
<br />HCalls
<br />Calls Abandoned
<br />(in
<br />reaching
<br />IVR
<br />within IVR
<br />within IVR
<br />to
<br />wiAnswered
<br />seconds)
<br />busy
<br />Agents
<br />sewithin
<br />]30
<br />30
<br />signal
<br />secondsJan-07
<br />1,641,720
<br />1,204418
<br />73.36%
<br />658,430
<br />550.82%
<br />19.00%
<br />256
<br />0
<br />2.59%
<br />0.34%
<br />Feb -07
<br />1,385,937
<br />1,083,979
<br />78.21%
<br />552,643
<br />533,004
<br />56.00%
<br />15.60%
<br />214
<br />0.11%
<br />Mar -07
<br />1,072,530
<br />952,672
<br />88.82%
<br />409,966
<br />573,552
<br />66.34%
<br />8.10%
<br />139
<br />134
<br />1.65%
<br />Apr -07
<br />1,045,537
<br />917,632
<br />87.77%
<br />375,489
<br />521,638
<br />63.13%
<br />9.00%
<br />0.15%
<br />Ma -07
<br />1,111,919
<br />1,008,804
<br />90.73%
<br />443,239
<br />651,087
<br />70.37%
<br />6.60%
<br />97
<br />0.67%
<br />Jun -07
<br />964,442
<br />911,736
<br />94.54%
<br />361,778
<br />39,067
<br />75.47%
<br />4.00%
<br />59
<br />0.13%
<br />Jul -07
<br />925,025
<br />862,858
<br />93.28%
<br />369,254
<br />75,042
<br />161
<br />72.96%
<br />4.80%
<br />72
<br />0.04%
<br />Aug -07
<br />959,694
<br />898,020
<br />93.57%
<br />372,198
<br />8,717
<br />74.40%
<br />4.60%
<br />73
<br />0.95%
<br />Sep -07
<br />1,102,629
<br />971,492
<br />88.11%
<br />290,790
<br />63,444
<br />61.30%
<br />9.40%
<br />157
<br />0.14%
<br />Oct_07
<br />832,172
<br />803,891
<br />96.60%
<br />313,689
<br />602,276
<br />79.94%
<br />9.50%
<br />51
<br />0.04%
<br />Nov -07
<br />901,128
<br />867,657
<br />96.29%
<br />331,300
<br />629,439
<br />77.95%
<br />2.700
<br />52
<br />0.12%
<br />Dec -07
<br />858,825
<br />806,872
<br />93.95%
<br />313,504
<br />478,024
<br />67.52%
<br />4.40%
<br />94
<br />Y
<br />ANNUAL
<br />12,801,558
<br />11,290,031
<br />89.60%
<br />4,792,280
<br />6,895,891
<br />68.02%
<br />0 8.14 %
<br />1,398
<br />0
<br />0.58%
<br />Column 1 - IVR - Interactive Voice Routing - Calls handled electronically within the system.
<br />Column 6 - SL - Service Level
<br />Column 9 - ASA - Average Speed of Calls Answered
<br />J
<br />
|