Spreadsheet: 90410d1290126769-statistical-data-sheet-assistance-october-2010-1
Sheet: Sheet1

NATIONAL MAINTENANCE CALL CENTRE MONTHLY REPORT - OCTOBER 2010 |  |  |  |  |  |  |  | [NAME] OCTOBER 2010
Statistics - Calls |  |  |  |  |  |  |  | Operator | Queued calls | Direct calls | Outgoing Calls | Time on queue | Idle Time | Office time | Talk Time | Average talk time. | Missed Calls | [NAME] | Ph Int | Total Interactions | Maint Item | Maint Req | Quote requests | Comments
Queued Calls Taken | 6824 |  |  |  |  |  |  | Bridger, Greg | 562 | 57 | 562 | 3 09:49:53 | 1 12:06:39 | 1 08:53:27 | 1 13:35:22 | :03:08 | 8 | 99 | 471 | 570 | 380 | 60 | 33
Direct line Calls | 639 |  |  |  |  |  |  | Bulakovski, [NAME] | 744 | 65 | 877 | 5 [NAME] | 1 22:04:42 | 0 13:25:34 | 2 17:23:07 | :03:22 | 1 | 39 | 551 | 590 | 412 | 92 | 13
Outgoing Calls | 7636 |  |  |  |  |  |  | Campbell, Jessica | 709 | 71 | 655 | 3 20:21:14 | 2 00:47:00 | 1 07:11:04 | 1 09:05:16 | :01:50 | 1 | 61 | 586 | 647 | 444 | 65 | 26
Abandoned Calls | 101 | After 1 Minute |  |  |  |  |  | [NAME] | 634 | 34 | 963 | 5 07:39:01 | 1 20:16:21 | 1 07:55:40 | 2 10:31:00 | :03:48 | 1 | 26 | 564 | 590 | 333 | 80 | 12
Missed Calls | 73 | Calls not taken by operator on yellow |  |  |  |  |  | Cobby, Yvonne | 431 | 35 | 579 | 3 00:47:06 | 1 05:51:26 | 0 13:44:25 | 1 11:36:07 | :03:27 | 4 | 29 | 320 | 349 | 231 | 66 | 5
Service | 0.898 |  |  |  |  |  |  | Cross Victoria | 779 | 33 | 710 | 5 06:48:27 | 2 10:55:35 | 0 10:43:41 | 2 02:45:11 | :03:01 | 1 | 21 | 639 | 660 | 366 | 59 | 5
 |  |  |  |  |  |  |  | [NAME] | 262 | 16 | 334 | 1 23:44:15 | 0 21:30:13 | 0 16:34:45 | 0 [NAME] | :02:28 | 0 | 17 | 256 | 273 | 88 | 28 | 6
Statistics Commentary |  |  |  |  |  |  |  | [NAME], [NAME] | 597 | 46 | 634 | 3 14:38:12 | 1 [NAME] | 0 10:35:51 | 1 15:31:02 | :02:21 | 14 |  |  |  | 0 | 0 | 0
 |  |  |  |  |  |  |  | [NAME] | 208 | 7 | 269 | 2 02:41:59 | 0 17:04:10 | 0 10:49:45 | 1 02:27:27 | :06:40 | 1 | 10 | 225 | 235 | 85 | 19 | 2
 |  |  |  |  |  |  |  | Evans, [NAME] | 592 | 20 | 549 | 3 14:05:29 | 1 18:59:11 | 0 07:25:28 | 1 08:36:52 | :02:31 | 12 | 25 | 341 | 366 | 237 | 61 | 11
 |  |  |  |  |  |  |  | [NAME] | 271 | 24 | 175 | 1 10:24:37 | 0 [NAME] | 3 17:14:51 | 0 16:07:06 | :02:47 | 1 | 6 | 244 | 250 | 137 | 22 | 4
 |  |  |  |  |  |  |  | [NAME], [NAME] |  |  |  |  |  |  |  |  | 6 |  |  |  | 0 | 0 | 0
 |  |  |  |  |  |  |  | Newman [NAME] | 9 | 4 | 41 | 0 01:37:44 | 0 :00:05:00- | 0 18:01:16 | 0 18:01:16 | :04:34 | 0 | 0 | 1 | 1 | 1 | 0 | 0
 |  |  |  |  |  |  |  | [NAME] |  |  |  |  |  |  |  |  | 1 | 191 | 22 | 213 | 0 | 0 | 0
 |  |  |  |  |  |  |  | Smith, [NAME] | 17 | 186 | 205 | 0 [NAME] | 0 08:08:20- | 5 10:04:47 | 0 09:08:00 | :01:13 | 0 | 3 | 29 | 32 | 15 | 4 | 0
 |  |  |  |  |  |  |  | Teague, [NAME] | 352 | 20 | 453 | 2 19:40:35 | 1 04:08:04 | 0 01:47:33 | 1 05:02:00 | :02:54 | 11 | 3 | 247 | 250 | 202 | 35 | 4
 |  |  |  |  |  |  |  | Todd, Glenn | 657 | 21 | 630 | 4 23:36:06 | 2 02:37:15 | 0 08:37:15 | 2 08:27:53 | :04:04 | 11 | 42 | 486 | 528 | 281 | 35 | 19
 |  |  |  |  |  |  |  | Wakeham, [NAME]
 |  |  |  |  |  |  |  | Warner, [NAME] | 330 | 51 | 308 | 2 04:14:03 | 1 03:17:53 | 0 15:28:58 | 0 18:51:50 | :02:15 | 14 | 23 | 264 | 287 | 164 | 18 | 3
 |  |  |  |  |  |  |  | Total | 6824 | 639 | 7636 | 3 01:27:58 | 1 04:10:06 | 2 09:12:10 | 1 07:52:39 | :02:14 | 73 | 595 | 5246 | 5841 | 3376 | 644 | 143
 |  |  |  |  |  |  |  | Statistics Commentary:
STAFFING
Potential days | RDO | Leave | Sick | Actual Days | Availabilty | Availability %
308 | 14 | 30 | 26 | 70 | 238 | 0.7727272727272727
Leave start | Return | Total leave days (minus weekends) | Total  days   308( # staff x working days
2010-10-01 00:00:00 | 2010-10-18 00:00:00 | 16
2010-10-05 00:00:00 | 2010-10-08 00:00:00 | 4
2010-10-18 00:00:00 | 2010-10-19 00:00:00 | 2
2010-09-19 00:00:00 | 2010-09-19 00:00:00 | 1
 |  | 23 | 0.9217687074829932
 |  |  | 95% *( Total days – leave days total /Total days
 |  |  |  |  |  |  |  | TEAM PERFORMANCE
 |  |  |  |  |  |  |  |  | Plus | Minus | Total Score
 |  |  |  |  |  |  |  | Panok, Mara | 6 | 1 | 5 | 17 |  | Panok, Mara | 5
 |  |  |  |  |  |  |  | Newman, [NAME] | 19 | 0 | 19 | 16 |  | Newman, [NAME] | 19
 |  |  |  |  |  |  |  | Bridger, Greg | 30 | 8 | 22 | 15 |  | Bridger, Greg | 22
 |  |  |  |  |  |  |  | Todd, Glenn | 33 | 11 | 22 | 14 |  | Todd, Glenn | 22
 |  |  |  |  |  |  |  | [NAME] | 38 | 14 | 24 | 13 |  | [NAME] | 24
 |  |  |  |  |  |  |  | Smith, [NAME] | 25 | 0 | 25 | 12 |  | Smith, [NAME] | 25
 |  |  |  |  |  |  |  | Eberhard, Troy | 27 | 1 | 26 | 11 |  | Eberhard, Troy | 26
 |  |  |  |  |  |  |  | Evans, [NAME] | 38 | 12 | 26 | 10 |  | Evans, [NAME] | 26
 |  |  |  |  |  |  |  | Cobby, Yvonne | 33 | 4 | 29 | 9 |  | Cobby, Yvonne | 29
 |  |  |  |  |  |  |  | Teague, [NAME] | 40 | 11 | 29 | 8 |  | Teague, [NAME] | 29
 |  |  |  |  |  |  |  | [NAME], [NAME] | 33 | 1 | 32 | 7 |  | [NAME], [NAME] | 32
 |  |  |  |  |  |  |  | Warner, [NAME] | 48 | 14 | 34 | 6 |  | Warner, [NAME] | 34
 |  |  |  |  |  |  |  | [NAME], [NAME] | 37 | 0 | 37 | 5 |  | [NAME], [NAME] | 37
 |  |  |  |  |  |  |  | Bulakovski, [NAME] | 43 | 1 | 42 | 4 |  | Bulakovski, [NAME] | 42
 |  |  |  |  |  |  |  | [NAME], [NAME] | 48 | 1 | 47 | 3 |  | [NAME], [NAME] | 47
 |  |  |  |  |  |  |  | Campbell, Jessica | 52 | 1 | 51 | 2 |  | Campbell, Jessica | 51
 |  |  |  |  |  |  |  | Cross Victoria | 52 | 0 | 52 | 1 |  | Cross Victoria | 52
 |  |  |  |  |  |  |  | Performance Commentary
 |  |  |  |  |  |  |  | AFTER HOURS
 |  |  |  |  |  |  |  | Reports Received | Actioned by Mondial | Report Only   ( No Action) | Missing Reports Identified
 |  |  |  |  |  |  |  | 212 | 120 | 91 | 8
 |  |  |  |  |  |  |  | After hours by Type
 |  |  |  |  |  |  |  | Plumbing Gas HWS | Plumbing Burst water pipes  no water | Plumbing Serious Flooding | Plumbing Sewer Blockage | Loss-Toilet facilities | Plumbing General | Gas Leaks | Solar / Heat pump HWS | Electrical HWS | l complete Power failure. | Wet lights power fitting (internal) | Electrical Other | A/C - Heating | Fire/ Storm Damage - Inc Roof leaks | Glazing | Other
 |  |  |  |  |  |  |  | 26 | 12 | 0 | 18 | 3 | 39 | 1 | 3 | 17 | 4 | 1 | 37 | 17 | 9 | 5 | 43