Michael Mai

OR 5/1/2019 May 2019  PSEG Select a Center 5/31/2019 All Supervisors  Select a Group  1,838 1,855 Search  Top 4 Watch Topics 1,855 1,262 18% Volume Analyzed 15% Apr May 2 2 Repairs 810 Worry free 251 Move in Move Out 207 Arrangements Reconnections 157 11% Mar  Notifications Average Call Time Issued for Alerts, 5:37 Last Month -1.17 % Change Positive Feedback Alerts 57% Topic Trends 5:41 Watch Topic Trend Total Volume Repairs Move in Move Out 9% 12% 7% 4% 3% 3% 15% Repairs Worry free Move in Move Out Arrangements Reconnections Replacements Meter changes Emergencies Billing 47% Worry free Arrangements Reconnections 300 - - Sun Mon Tue Wed Thu Fri Sat Analytics Anomaly Detection (Top 3) Mentions 1 collection agency 2 solar panel 3 puerto rican action Total Volume # of Agents Occurance 2 10 2 9 1 4 collection agency solar panel puerto rican action 12 - - Sun Sun Mon Mon Tue Tue Wed Wed Thu Thu Fri Fri Sat Sat Interaction Content Analysis Service Intelligence Cusotmer Perception - Impacts Service Intelligence - CP IMpacts Agents Volume Percentage of Calls Hold Time 20 20 1.08% Multiple Transfers 2 2 .11% Online Issues Help 15 17 .92% 3rd Party 18 20 1.08% Total Volume- - Sun CSR Service Intelligence Cusotmer Perception - Impacts Agents Volume Percentage of Calls 2 2 .11% CSR -- Customer Positive Feedback 2 2 .11% Tue Total Volume Wed Thu Fri Sat CSR Service Intelligence - - Sun Field Service Intelligence Customer Service Center Mon CSR Service Intelligence - CP IMpacts Supervisor Requests(Escalations) Cusotmer Perception - Impacts Service Intelligence Mon Tue Wed Thu Fri Sat Field Service Intelligence - CP IMpacts Agents Volume Percentage of Calls 37 70 3.77% Total Volume Field Service Intelligence - - Sun Mon Tue '1999 - 2019 Sage Advantage, Inc. Unauthorized access is prohibited. Wed Thu Fri Sat