## HOW TO REVIEW NUSUTUS REPORTS

### Last Modified on: 3/30/17 Part of “GENERAL MANAGER WEEKLY TASKS” Procedure

This procedure applies to reviewing a weekly NuSutus report (Executive Incoming Call Performance [date range]) or a daily NuSutus report (One Day Snapshot [date]).

- • 1: Open the NuSutus report that was emailed to you. • 1: Open the NuSutus report that was emailed to you.
- o you don’t get these emailed to you, your Franchisee/Supervisor will need to o you don’t get these emailed to you, your Franchisee/Supervisor will need to contact our NuSutus rep to set this up.
- • 2: Scroll to the “Key Performance Indicators: Incoming Calls” section. • 2: Scroll to the “Key Performance Indicators: Incoming Calls” section.
- • 3: Review the column titled “% QH” (Percentage of Queue Hang-ups). • 3: Review the column titled “% QH” (Percentage of Queue Hang-ups).
- o callers are Customers that called the store, made it through call works, o callers are Customers that called the store, made it through call works, and now the phone is ringing in the store. The Customer is waiting patiently for a Team Member to answer their call.
- o Queue hang-up is a Customer that is no longer willing to wait and hang-up o Queue hang-up is a Customer that is no longer willing to wait and hang-up before the call is answered in the store.
- § This percentage should be under 3% for a week or day.
- • 4: Review the column titled “% AOT” (Percentage Answered on Time). • 4: Review the column titled “% AOT” (Percentage Answered on Time).
- o on time calls are calls that are answered within two rings in the store. o on time calls are calls that are answered within two rings in the store.
- § This percentage should be greater than 87%
- • 5: Review the column titled “% AAH” (Percentage of Auto- Attendant Hang-ups). • 5: Review the column titled “% AAH” (Percentage of Auto- Attendant Hang-ups).
- o attendant hang-ups are calls that hung-up before the phone rang in the o attendant hang-ups are calls that hung-up before the phone rang in the store.
- § These calls could be when the store is closed or a Customer that hung-up before making it through call works.
- § This percentage should be under 5%
- • it is higher review each day individually and each hour of the • it is higher review each day individually and each hour of the day.
- o it is high during business hours consider reviewing your o it is high during business hours consider reviewing your call works message in case it is too long and Customers are not willing to wait
- • 6: If the “% AOT” or the “%QH” is not where they should be scroll to the second • 6: If the “% AOT” or the “%QH” is not where they should be scroll to the second page and review each day’s specific percentages.
- • 7: Open the specific days that do not meet the correct percentages and repeat • 7: Open the specific days that do not meet the correct percentages and repeat steps 3 through 5 for each hour of the day.
- • 8: If “%QH” are high for a specific hour or “%AOT” is low for a specific hour this • 8: If “%QH” are high for a specific hour or “%AOT” is low for a specific hour this could be an indication that more Team Members need to be scheduled or team members need to be more urgent in the store.
- • 9: Review with Assistant Managers and team leaders. • 9: Review with Assistant Managers and team leaders.
- • 10: Make a plan to get “%QH” under 3% and “%AOT” above 87%. • 10: Make a plan to get “%QH” under 3% and “%AOT” above 87%.