Incentive Tracker

Agent Name
ATKINS, NIKKI
COLVIN, DIANA
DAVIS, KATHY
DIEHL, KAREN
EDWARDS, LISA
LOVE-GALES, MELODY
NOEL, NATHAN
PRESTWOOD, MARC
PYRON, DEMETRIA
SIMPSON, AARON
SMITH, NICHOLAS
STEFFEN, DAVID
WALLACE, LEANNA
WATKINS, LORETTA
AHT
December
2013
701.69
757.93
868.33
735.85
904.47
676.24
775.36
1,035.88
886.51
1,125.56
650.41
887.55
841.26
475.14
AHT
January 2014
10%
Decrease?
711.42
790.06
824.84
727.89
864.15
690.03
780.47
1010.36
928.54
1200.13
650.99
862.11
892.55
509.54
1.39%
4.24%
-5.01%
-1.08%
-4.46%
2.04%
0.66%
-2.46%
4.74%
6.63%
0.09%
-2.87%
6.10%
7.24%
0
0
0
0
0
0
0
0
0
0
0
0
0
0
ACW
December
2013
19.98
36.02
32.71
31.10
30.41
30.00
21.68
25.96
35.20
61.10
41.43
27.78
49.30
36.95
ACW
January 2014
10%
Decrease?
19.64
37.05
32.21
32.84
30.04
31.86
22.89
23.29
32.76
60.77
41.73
27.48
49.46
40.49
-1.70%
2.86%
-1.53%
5.59%
-1.22%
6.20%
5.58%
-10.29%
-6.93%
-0.54%
0.72%
-1.08%
0.32%
9.58%
Premier
Upgrades
0
0
0
0
0
0
0
25
0
0
0
0
0
0
3
3
9
9
12
3
10
13
2
13
3
9
9
6
NPS Score
0
0
0
0
25
0
25
25
0
25
0
0
0
0
60.00%
100.00%
42.86%
75.00%
25.00%
20.00%
100.00%
66.67%
100.00%
50.00%
60.00%
50.00%
0.00%
100.00%
25
25
0
25
0
0
25
25
25
25
25
25
0
25
Total
Meets
Incentive?
25
25
0
25
25
0
50
75
25
50
25
25
0
25
no
no
no
no
no
no
no
no
no
no
no
no
no
no
ATKINS, NIKKI_149160
DEC-2013
DIRECTV CCR
701.69
Avg ACW
Time
22.40
COLVIN, DIANA_158856
DEC-2013
DIRECTV CCR
757.93
37.23
9.67
35.34%
DAVIS, KATHY_139040
DEC-2013
DIRECTV CCR
868.33
41.07
1.32
28.92%
DIEHL, KAREN_137652
DEC-2013
DIRECTV CCR
735.85
34.33
15.60
33.50%
EDWARDS, LISA_141323
DEC-2013
DIRECTV CCR
904.47
36.41
15.59
39.47%
LOVE-GALES, MELODY_136251
DEC-2013
DIRECTV CCR
676.24
34.41
5.59
28.18%
NOEL, NATHAN_139183
DEC-2013
DIRECTV CCR
775.36
18.50
7.24
33.42%
PRESTWOOD, MARC_149572
DEC-2013
DIRECTV CCR
1,035.88
27.13
6.14
25.74%
PYRON, DEMETRIA_169518
DEC-2013
DIRECTV CCR
886.51
31.91
21.81
35.32%
SIMPSON, AARON_140471
DEC-2013
DIRECTV CCR
1,125.56
52.83
7.11
27.99%
SMITH, NICHOLAS_159655
DEC-2013
DIRECTV CCR
650.41
48.32
8.78
35.67%
STEFFEN, DAVID_134545
DEC-2013
DIRECTV CCR
887.55
32.16
6.94
31.43%
WALLACE, LEANNA_133475
DEC-2013
DIRECTV CCR
841.26
60.84
2.26
34.47%
WATKINS, LORETTA_140966
DEC-2013
DIRECTV CCR
475.14
38.42
6.95
40.23%
Avg Hold
Time
10.19
Call Back
Rate
41.84%
Agent Name
Month Year
Program Name
AHT
Avg Hold
Time
14.57
Call Back
Rate
36.99%
JAN-2014
DIRECTV CCR
711.42
Avg ACW
Time
19.98
JAN-2014
DIRECTV CCR
790.06
36.02
9.61
37.50%
DAVIS, KATHY_139040
JAN-2014
DIRECTV CCR
882.84
32.71
1.87
26.29%
DIEHL, KAREN_137652
JAN-2014
DIRECTV CCR
727.89
31.10
7.90
33.59%
JAN-2014
DIRECTV CCR
864.15
30.41
22.73
26.12%
JAN-2014
DIRECTV CCR
690.03
30.00
7.67
35.86%
NOEL, NATHAN_139183
JAN-2014
DIRECTV CCR
780.47
21.68
7.78
29.50%
JAN-2014
DIRECTV CCR
1,010.36
25.96
5.21
29.38%
JAN-2014
DIRECTV CCR
928.54
35.20
26.46
39.86%
JAN-2014
DIRECTV CCR
1,200.13
61.10
7.05
34.94%
JAN-2014
DIRECTV CCR
650.99
41.43
6.67
32.13%
JAN-2014
DIRECTV CCR
862.11
27.78
6.80
28.67%
JAN-2014
DIRECTV CCR
892.55
49.30
3.08
30.59%
JAN-2014
DIRECTV CCR
509.54
36.95
9.04
41.55%
Agent Name
Month Year
Program Name
AHT
DIRECTV CCR
9.73
Avg ACW
Time
-2.42
DIRECTV CCR
32.13
-1.20
-0.06
2.16%
DAVIS, KATHY_139040
DIRECTV CCR
14.51
-8.36
0.55
-2.62%
Agent Name
Program Name
AHT
Avg Hold
Time
-4.38
Call Back
Rate
4.85%
DIEHL, KAREN_137652
DIRECTV CCR
-7.96
-3.23
-7.70
0.09%
DIRECTV CCR
-40.33
-6.00
7.14
-13.35%
DIRECTV CCR
13.78
-4.41
2.08
7.68%
NOEL, NATHAN_139183
DIRECTV CCR
5.12
3.18
0.54
-3.93%
DIRECTV CCR
-25.52
-1.18
-0.93
3.64%
DIRECTV CCR
42.02
3.29
4.64
4.55%
DIRECTV CCR
74.57
8.28
-0.06
6.95%
DIRECTV CCR
0.58
-6.89
-2.11
-3.54%
DIRECTV CCR
-25.43
-4.38
-0.14
-2.76%
DIRECTV CCR
51.29
-11.54
0.82
-3.88%
DIRECTV CCR
34.40
-1.47
2.09
1.32%
Credit Per
Call
0.09
Premier
Upgrades
Reliability
Resolution
Transfer Rate
UTR
96.87%
81.42%
7.61%
21.43%
0.31
98.69%
78.20%
7.89%
11.11%
0.13
20
94.65%
80.72%
9.34%
10.34%
0.10
22
99.89%
80.40%
10.42%
31.03%
0.10
13
94.88%
83.55%
4.61%
10.00%
-0.02
96.86%
86.89%
7.05%
9.09%
0.41
100.00%
84.37%
6.20%
25.00%
0.11
26
100.00%
85.15%
9.16%
7.69%
0.15
99.86%
88.10%
6.32%
13.33%
0.00
16
100.00%
85.60%
6.79%
7.69%
-0.12
98.06%
85.99%
10.59%
10.71%
0.29
18
100.00%
79.96%
11.58%
2.78%
0.04
98.33%
87.63%
11.84%
0.00%
0.26
10
97.80%
80.73%
13.50%
12.00%
Credit Per
Call
0.17
Premier
Upgrades
Reliability
Resolution
Transfer Rate
UTR
95.27%
82.43%
5.44%
19.44%
0.59
100.00%
81.55%
2.98%
0.00%
0.11
96.69%
82.87%
8.76%
9.52%
0.17
100.00%
81.31%
11.87%
0.00%
0.02
12
98.96%
80.00%
8.98%
10.53%
0.83
97.90%
85.86%
4.78%
13.04%
0.60
10
95.63%
84.65%
4.56%
0.00%
0.00
13
100.00%
85.93%
6.67%
13.33%
0.05
98.78%
87.56%
3.69%
14.29%
0.15
13
100.00%
87.82%
6.41%
5.56%
0.22
95.87%
87.07%
10.08%
19.23%
0.18
100.00%
76.28%
11.26%
12.90%
0.01
98.34%
78.92%
8.48%
4.00%
0.24
98.28%
80.28%
8.10%
22.45%
Credit Per
Call
$0.07
Premier
Upgrades
-1
$0.29
-$0.02
Reliability
Resolution
Transfer Rate
UTR
-1.59%
1.01%
-2.17%
-1.98%
1.31%
3.35%
-4.92%
-11.11%
-11
2.04%
2.15%
-0.57%
-0.82%
$0.07
-13
0.11%
0.92%
1.45%
-31.03%
-$0.07
-1
4.09%
-3.55%
4.37%
0.53%
$0.85
1.04%
-1.03%
-2.26%
3.95%
$0.19
-4.37%
0.29%
-1.64%
-25.00%
-$0.11
-13
0.00%
0.78%
-2.49%
5.64%
-$0.10
-1.08%
-0.55%
-2.63%
0.95%
$0.15
-3
0.00%
2.22%
-0.38%
-2.14%
$0.34
-2.19%
1.08%
-0.51%
8.52%
-$0.10
-9
0.00%
-3.68%
-0.32%
10.13%
-$0.03
0.00%
-8.71%
-3.36%
4.00%
-$0.02
-4
0.48%
-0.45%
-5.40%
10.45%

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