Exhibit 3: Two months Call Center data by half-hour intervals

Half-Hour Number ASA Number Average Average CSR

Ending of Calls (Seconds) Abandoned Talk Time Hold Time Staffing*

8:30 AM 5 7 0 75 14 6.2
9:00 AM 7 6 0 79 12 6.2
9:30 AM 21 8 1 78 13 6.2
10:00 AM 22 10 1 81 15 6.2
10:30 AM 24 11 2 80 17 6.2
11:00 AM 31 32 4 102 21 6.2
11:30 AM 32 40 11 111 22 4.2
12:00 PM 36 45 16 108 15 4.2
12:30 PM 22 50 8 109 14 4.2
1:00 PM 20 49 7 106 13 4.2
1:30 PM 25 38 6 107 11 4.2
2:00 PM 29 42 8 106 16 4.2
2:30 PM 40 48 12 122 19 6.2
3:00 PM 51 57 14 119 20 6.2
3:30 PM 46 50 12 96 21 6.2
4:00 PM 34 22 8 80 16 6.2
4:30 PM 20 10 1 79 15 6.2
5:00 PM 14 6 0 77 12 6.2
5:30 PM 13 6 0 75 13 6.2
6:00 PM 4 5 0 78 14 6.2
Total or Avg 496 32.0 111 97.1 16.7 112

* Not counting the administrative assistant, and averaging CSR 40 hours of

work plus 4 lunch hours per week in most weeks across five 10-hour work days
Exhibit 4C: Daily Totals by Individual Rep, February 25, 2011, 8:00 AM - 6:00 PM (all times in seconds)
Calls Talk Hold NR Wait DN Tim On DN
Rep # Answered Time Time Time Time In (7) Out
1 0 0 0 0 0 0 0 0
2 76 8,456 660 8,228 13,908 5 4,578 51
3 53 6,825 996 7,210 5,296 10 6,609 41
4 57 4,916 1,174 3,962 5,276 13 4,858 12
5 52 3,824 590 4,532 7,058 15 6,686 46
6 81 9,472 616 5,786 8,776 10 3,327 18
7 83 7,249 1,336 2,988 11,118 6 2,415 20
Total 402 40,742 5,372 32,706 51,432 59 28,473 188
Time On Logged
(9) In
0 0
8,254 34,446
8,149 24,448
7,852 19,416
1,721 23,468
4,481 27,932
7,008 25,720
37,465 155,430
Exhibit 4D: Half-Hourly Totals by Individual Rep, February 25, 2011 11:00 AM - 11:30 AM (all times in seconds)
Calls Talk Hold NR Wait DN Time On DN Time On
Rep # Answered Time Time Time Time In (7) Out (9)
1 0 0 0 0 0 0 0 0 0
2 7 772 114 86 320 1 606 1 528
3 2 484 11 0 98 2 358 0 459
4 6 607 2 1,010 189 0 0 0 0
5 4 479 17 545 248 1 79 0 0
6 9 937 50 252 340 0 0 2 514
7 2 264 11 650 160 2 547 1 605
Total 30 3,543 205 2,543 1,355 6 1,590 4 2,106
in seconds)
Logged
In
0
1,600
1,800
1,800
1,335
1,744
1,482
9,761