Agent Metrics Report

Date Range November 1, 2016 - December 1, 2016

User(s) Baldwin, Bill

Baldwin, Bill - Chat - January

Date Answered Avg Talk Avg ACW AHT Transferred Transfer % Held Calls Total Hold Avg Hold

1/1/15 57 06:03:04 00:09:56 00:56:24 10 18% 0 00:00:00 N/A

1/2/15 55 06:19:16 00:15:07 00:55:57 5 9% 0 00:00:00 N/A

1/3/15 28 05:59:33 00:20:15 00:28:43 2 7% 0 00:00:00 N/A

Week Totals 140 06:08:44 00:14:02 00:50:41 17 12% 0 00:00:00 N/A

1/4/15 70 05:55:00 00:20:00 01:10:00 15 21% 0 00:00:00 N/A

1/5/15 84 05:40:00 00:30:00 01:24:00 10 12% 0 00:00:00 N/A

1/6/15 67 05:42:00 00:20:00 01:07:00 15 22% 0 00:00:00 N/A

1/7/15 60 05:27:00 00:40:00 01:00:00 20 33% 0 00:00:00 N/A

1/8/15 60 05:55:00 00:10:00 01:00:00 10 17% 0 00:00:00 N/A

1/9/15 61 05:54:00 00:15:00 01:01:00 5 8% 0 00:00:00 N/A

1/10/15 32 05:17:00 00:20:00 00:32:00 2 6% 0 00:00:00 N/A

Week Totals 434 05:43:16 00:22:36 01:05:24 77 18% 0 00:00:00 N/A

1/11/15 65 05:55:00 00:20:00 01:05:00 15 23% 0 00:00:00 N/A

1/12/15 86 05:47:00 00:30:00 01:26:00 10 12% 0 00:00:00 N/A

1/13/15 68 05:44:00 00:20:00 01:08:00 15 22% 0 00:00:00 N/A

1/14/15 59 05:27:00 00:40:00 00:59:00 20 34% 0 00:00:00 N/A

1/15/15 58 05:27:00 00:40:00 00:58:00 10 17% 0 00:00:00 N/A

1/16/15 60 05:55:00 00:10:00 01:00:00 5 8% 0 00:00:00 N/A

1/17/15 34 05:54:00 00:15:00 00:34:00 2 6% 0 00:00:00 N/A

Week Totals 430 05:43:57 00:25:39 01:04:45 77 18% 0 00:00:00 N/A

1/18/15 80 05:55:00 00:35:00 01:20:00 15 19% 0 00:00:00 N/A

1/19/15 93 05:40:00 00:30:00 01:33:00 10 11% 0 00:00:00 N/A

1/20/15 68 05:42:00 00:20:00 01:08:00 15 22% 0 00:00:00 N/A

December 12, 2016 5:38:38 PM EST Agent Metrics Report (1 / 4)

Baldwin, Bill - Chat - January
Date Answered Avg Talk Avg ACW AHT Transferred Transfer % Held Calls Total Hold Avg Hold

1/21/15 60 05:27:00 00:40:00 01:00:00 20 33% 0 00:00:00 N/A

1/22/15 57 05:55:00 00:10:00 00:57:00 10 18% 0 00:00:00 N/A

1/23/15 55 05:54:00 00:15:00 00:55:00 5 9% 0 00:00:00 N/A

1/24/15 28 05:17:00 00:20:00 00:28:00 2 7% 0 00:00:00 N/A

Week Totals 441 05:43:29 00:25:38 01:08:46 77 17% 0 00:00:00 N/A

1/25/15 75 05:55:00 00:20:00 01:15:00 15 20% 0 00:00:00 N/A

1/26/15 86 05:47:00 00:30:00 01:26:00 10 12% 0 00:00:00 N/A

1/27/15 68 05:44:00 00:20:00 01:08:00 15 22% 0 00:00:00 N/A

1/28/15 59 05:27:00 00:40:00 00:59:00 20 34% 0 00:00:00 N/A

1/29/15 58 05:27:00 00:40:00 00:58:00 10 17% 0 00:00:00 N/A

1/30/15 60 05:55:00 00:10:00 01:00:00 5 8% 0 00:00:00 N/A

1/31/15 34 05:54:00 00:15:00 00:34:00 2 6% 0 00:00:00 N/A

Week Totals 440 05:44:12 00:25:31 01:06:28 77 18% 0 00:00:00 N/A

Month Totals 1,885 05:45:35 00:24:03 01:05:12 325 17% 0 00:00:00 N/A

December 12, 2016 5:38:38 PM EST Agent Metrics Report (2 / 4)

Baldwin, Bill - Voice - January
Date Answered Avg Talk Avg ACW AHT Transferred Transfer % Held Calls Total Hold Avg Hold

1/3/15 28 05:59:33 00:20:15 00:28:43 2 7% 4 00:06:00 00:01:30

Week Totals 28 05:59:33 00:20:15 00:28:43 2 7% 4 00:06:00 00:01:30

1/4/15 70 05:55:00 00:20:00 01:10:00 15 21% 2 00:10:00 00:05:00

1/5/15 84 05:40:00 00:30:00 01:24:00 10 12% 12 00:20:00 00:01:40

1/6/15 67 05:42:00 00:20:00 01:07:00 15 22% 17 00:36:50 00:02:10

1/7/15 60 05:27:00 00:40:00 01:00:00 20 33% 22 00:40:20 00:01:50

1/8/15 60 05:55:00 00:10:00 01:00:00 10 17% 12 00:16:00 00:01:20

1/9/15 61 05:54:00 00:15:00 01:01:00 5 8% 7 00:10:30 00:01:30

1/10/15 32 05:17:00 00:20:00 00:32:00 2 6% 4 00:06:40 00:01:40

Week Totals 434 05:43:16 00:22:36 01:05:24 77 18% 76 02:20:20 00:01:50

1/11/15 65 05:55:00 00:20:00 01:05:00 15 23% 2 00:13:20 00:06:40

1/12/15 86 05:47:00 00:30:00 01:26:00 10 12% 12 00:24:00 00:02:00

1/13/15 68 05:44:00 00:20:00 01:08:00 15 22% 17 00:22:40 00:01:20

1/14/15 59 05:27:00 00:40:00 00:59:00 20 34% 22 00:33:00 00:01:30

1/15/15 58 05:27:00 00:40:00 00:58:00 10 17% 12 00:22:00 00:01:50

1/16/15 60 05:55:00 00:10:00 01:00:00 5 8% 7 00:09:20 00:01:20

1/17/15 34 05:54:00 00:15:00 00:34:00 2 6% 4 00:06:00 00:01:30

Week Totals 430 05:43:57 00:25:39 01:04:45 77 18% 76 02:10:20 00:01:42

1/18/15 80 05:55:00 00:35:00 01:20:00 15 19% 2 00:15:00 00:07:30

1/19/15 93 05:40:00 00:30:00 01:33:00 10 11% 12 00:20:00 00:01:40

1/20/15 68 05:42:00 00:20:00 01:08:00 15 22% 17 00:36:50 00:02:10

1/21/15 60 05:27:00 00:40:00 01:00:00 20 33% 22 00:40:20 00:01:50

1/22/15 57 05:55:00 00:10:00 00:57:00 10 18% 12 00:16:00 00:01:20

1/23/15 55 05:54:00 00:15:00 00:55:00 5 9% 7 00:10:30 00:01:30

December 12, 2016 5:38:38 PM EST Agent Metrics Report (3 / 4)

Baldwin, Bill - Voice - January
Date Answered Avg Talk Avg ACW AHT Transferred Transfer % Held Calls Total Hold Avg Hold

1/24/15 28 05:17:00 00:20:00 00:28:00 2 7% 4 00:06:40 00:01:40

Week Totals 441 05:43:29 00:25:38 01:08:46 77 17% 76 02:25:20 00:01:54

1/25/15 75 05:55:00 00:20:00 01:15:00 15 20% 2 00:15:00 00:07:30

1/26/15 86 05:47:00 00:30:00 01:26:00 10 12% 12 00:24:00 00:02:00

1/27/15 68 05:44:00 00:20:00 01:08:00 15 22% 17 00:22:40 00:01:20

1/28/15 59 05:27:00 00:40:00 00:59:00 20 34% 22 00:33:00 00:01:30

1/29/15 58 05:27:00 00:40:00 00:58:00 10 17% 12 00:22:00 00:01:50

1/30/15 60 05:55:00 00:10:00 01:00:00 5 8% 7 00:09:20 00:01:20

1/31/15 34 05:54:00 00:15:00 00:34:00 2 6% 4 00:06:00 00:01:30

Week Totals 440 05:44:12 00:25:31 01:06:28 77 18% 76 02:12:00 00:01:44

Month Totals 1,773 05:43:59 00:24:47 01:05:46 310 17% 308 09:14:00 00:01:47

December 12, 2016 5:38:38 PM EST Agent Metrics Report (4 / 4)