Michael Mai

OR 5/1/2019 May 2019  PSEG Select a Center 5/31/2019 4 items checked  Select a Group   Targeted Research & Analysis Alerts: Hold Time - for a while  All items checked  Search  Number of Agents: 54 Volume: 92 Categories Selected Category Category Description Hold Time Calls where the customer stated they had been on hold for a long period of time IVR Issues Calls where the customer stated they had issues with the IVR system CSR -- Customer Positive Feedback Calls containing unsolicited customer positive feedback regarding the agents performance Customer Service Center Calls where the customer has mentioned they have worked with the Customer Service Centers Additional Data Overlay Data Elements Total Volume Show Target Range Alerts Analysis Categories Selected | Hide Targeted Intelligence Agent Volume AHT CSR -- Customer Positive Feedback 2 Customer Service Center 37 70 3.77 % 5:45 Hold Time 20 20 1.08 % 6:9 2 0.11 % Total Volume CSR -- Customer Positive Feedback Customer Service Center Hold Time IVR Issues 6:55 - 6:25 AHT 6:51 610 6:9 6:3 5:45 5:25 - 458 300 Seconds Identified Interaction % of Calls 250 250 229 200 229 150 100 - 12 0 27 8 1 0 9 3 0 11 3 0 6 1 0 50 2 0 0 Sun Mon Tue Wed Thu Fri Sat Targeted Target Evaluations CSR -- Customer Positive Feedback Customer Service Center Hold Time IVR Issues Total Volume Alerts Target Range 50 - 0 500 - 229 27 200 0 3 - 9 1 0 1 0 1 0 Sun 1 0 1 0 Tue Mon 300 229 Wed 11 1 0 0 1 1 0 6 0 Thu 0 Fri 68 100 0 0 2 0 0 Sat Analytics Analysis & Review Agent Occurrence Volume % of Calls AHT Amanda Andrews 0.11 % 2 0.32 % 5:21 Arabia Suggs 0.11 % 2 0.32 % 6:27 Ashley Simunovich 0.11 % 2 0.32 % 6:33 AHT 140 Candice Defreitas 0.05 % 1 0.05 % 0.11 % 2 0.32 % 7:33 Daniel (SCSR) Marateo 0.11 % 2 0.32 % 4:21 Daphne Mitchell 0.11 % 2 0.32 % 5:27 David Sanford 0.11 % 2 0.32 % 4:0 Diana Grom 0.22 % 4 0.32 % 4:33 Dolores Williams 0.11 % 2 0.32 % 5:19 Dominique Douglas 0.05 % 1 0.32 % 6:6 Erik Creek 0.11 % 2 0.32 % 7:19 Change page:     AgentOccurrence 500 130 7:8 120 5:1 Charita Dorsey AgentTotalCalls 100 5:27 5:38 5:51 6:4 6:7 6:23 6:31 7:16 6:47 400 350 4:47 300 80 250 60 200 150 33 40 22 17 16 16 16 17 16 16 16 3 2 3 3 3 2 3 3 20 Page 1 of 5, items 1 to 12 of 54 . 16 5 3 0 45% 50% 55% 60% 65% 70% 75% Contacts 05/01/2019 Martin, Jacqueline 05/01/2019 Jenkins, Janice 05/01/2019 05/01/2019 05/01/2019 80% 85% Category 50 90% Filter by Category Agent Name 100 0 40% Call Date 450 Seconds Occurred Agent Transcript Data Play Audio  Reference ID Good morning customer service. My name is Jackie. The morning sun appeared. Bill Jack, you won’t all - Hold Time Good morning, sir, is that Senator? Good morning. How are you, sir? No, I’m Calling because I would - Catarella, Vincent Customer Service Center Good morning, this is and sweeping are going to be the Moment. This is Medicare standing, not only t - Catarella, Vincent Customer Service Center Good morning, this is and sweeping are going to be the Moment. This is Medicare standing, not only t - Customer Service Center Call back, call back in progress The morning Theophan gator Terrell call service. My name is Liz ash - Customer Service Center Call back, call back in progress The morning Theophan gator Terrell call service. My name is Liz ash - Hold Time Morning customer service a stress? Yes. C’mon. You also know if you could help me. I’m trying to Log - Shumate, Natasha Customer Service Center 05/01/2019 Shumate, Natasha 05/01/2019 Melfi, John 05/01/2019 Mitchell, Daphne Customer Service Center Money customer service to submit questions. Guess why I don’t have any electric or Please Noise elec - 05/01/2019 Mitchell, Daphne Customer Service Center Money customer service to submit questions. Guess why I don’t have any electric or Please Noise elec - 05/01/2019 Hall, Tondalaya Customer Service Center Small business call. Good morning customer service. This is Mrs. Hall. Yeah. Mrs. Well, I says, Anth - Change page:     Page 1 of 10 , items 1 to 10 of 92 . '1999 - 2019 Sage Advantage, Inc. Unauthorized access is prohibited.