Month TL Login TeleOpti_ID BSS USER Agent Status

Login Days_
Phone Hours_
ACD Calls_ AHT WL

Jul Hanafy Team 88075 x70522 Amira.T70522 Old 21 141:48:00 1632 246
Jul Hanafy Team 88152 x70764 Fayrouz.F70764 Old 19 130:10:00 1839 186
Jul Hanafy Team 88168 x70767 Aya.G70767 Old 17 113:38:00 1317 211
Jul Hanafy Team 600557 X67009Mahmoud.M67009 Old 15 99:34:00 1265 226

Jul Hanafy Team 604005 X69628 Nagy.A69628 Old 18 122:18:00 1267 300
Jul Hanafy Team 608233 X70457 Evon.F70457 Old 22 148:50:00 1682 257
Jul Hanafy Team 653714 X67211 Mostafa.s67211 Old 12 80:15:00 1001 226
Jul Hanafy Team 654266 x69412 Samah.A69412 Old 14 93:47:00 1182 218
Jul Hanafy Team 654280 X70310 Ahmed.A70310 Old 17 110:43:00 1213 260
Jul Hanafy Team 654288 X70317 Adham.F70317 Old 18 108:00:00 1405 230
Jul Hanafy Team 654292 X70321 Mai.S70321 Old 15 103:19:00 1163 238
Jul Hanafy Team 654321 X70340 Yasin.A70340 Old 17 114:44:00 1235 278
Hold Percentage
AVG Ringing_AHT Score Hold Score
Ringing AHT+Hold
Penalty KPIs
Monitored
(25%) sheets_
NonCritcal CTC Error CTB Error

2.11% 2.0 0.00% 10.00% 0.0% 10.00% 3 1 1 0

2.16% 1.9 15.00% 10.00% 0.0% 25.00% 2 2 0 0
3.35% 3.0 15.00% 5.00% 0.0% 20.00% 3 0 1 0
1.87% 2.3 15.00% 10.00% 0.0% 25.00% 4 1 0 0

1.61% 1.9 0.00% 10.00% 0.0% 10.00% 3 0 1 1

2.64% 2.2 0.00% 10.00% 0.0% 10.00% 2 0 1 0
0.54% 2.4 15.00% 10.00% 0.0% 25.00% 2 0 0 0
2.81% 2.3 15.00% 10.00% 0.0% 25.00% 4 0 1 0
5.49% 2.7 0.00% 0.00% 0.0% 0.00% 1 0 1 0
0.97% 2.3 15.00% 10.00% 0.0% 25.00% 3 1 0 1
2.57% 2.7 7.50% 10.00% 0.0% 17.50% 4 1 0 0
2.17% 3.0 0.00% 10.00% -1.0% 10.00% 2 0 0 0
Complince Error
Non-Critical % CTC % CTB Quality
% Score (20%)
Total Leads
Total Promoter
Total DetractorsNPS_ FCR_

0 -0.5% 7.50% 5.00% 12.50% 45 26 15 24.44% 51.11%

0 -1.0% 15.00% 5.00% 20.00% 46 29 17 26.09% 50.00%
0 0.0% 7.50% 5.00% 12.50% 49 28 19 18.37% 42.86%
0 -0.5% 15.00% 5.00% 20.00% 22 11 7 18.18% 59.09%

0 0.0% 7.50% 2.50% 10.00% 21 11 6 23.81% 38.10%

0 0.0% 7.50% 5.00% 12.50% 57 38 16 38.60% 50.88%
0 0.0% 15.00% 5.00% 20.00% 14 8 5 21.43% 42.86%
0 0.0% 7.50% 5.00% 12.50% 33 16 15 3.03% 42.42%
0 0.0% 7.50% 5.00% 12.50% 33 26 6 60.61% 57.58%
0 -0.5% 15.00% 2.50% 17.50% 20 10 9 5.00% 45.00%
0 -0.5% 15.00% 5.00% 20.00% 27 18 5 48.15% 44.44%
0 0.0% 15.00% 5.00% 20.00% 27 20 6 51.85% 66.67%
TTB_ NPS KPi FCR KPI TTB KPICSI KPIs ( 30%
Scheduled
) Ready
Adhered Time
Adherence
Adherence
95% KPIs
Adherance
(10%) Penalty

80.00% 10% 10% 10% 30.00% 142:15:00 137:16:58 96.51% 10.00%

78.26% 10% 10% 10% 30.00% 130:25:00 127:38:54 97.88% 10.00%
75.51% 10% 5% 10% 25.00% 117:19:00 106:42:09 90.95% 0.00% -2.00%
86.36% 10% 10% 10% 30.00% 99:34:00 97:27:54 97.89% 10.00%

85.71% 10% 0% 10% 20.00% 122:45:00 119:01:27 96.96% 10.00%

85.96% 10% 10% 10% 30.00% 148:50:00 146:49:46 98.65% 10.00%
92.86% 10% 5% 10% 25.00% 80:15:00 78:01:45 97.23% 10.00%
66.67% 0% 5% 0% 5.00% 94:08:00 91:54:19 97.63% 10.00%
87.88% 10% 10% 10% 30.00% 111:05:00 103:21:04 93.04% 0.00%
75.00% 5% 10% 10% 25.00% 113:10:00 104:18:06 92.17% 0.00%
85.19% 10% 5% 10% 25.00% 103:35:00 95:13:57 91.94% 0.00% -1.00%
96.30% 10% 10% 10% 30.00% 115:50:00 112:50:13 97.41% 10.00%
Sick_ Emergency_ Absent_
Attendance
Attendance
(15%) Penalty
TeleOpti Breaks
CMS Break_
Exceed BreakVariance
Daily Break Penalty

15.00% 20:30:00 18:54:48

15.00% 18:45:00 18:03:07
15.00% 16:45:00 11:44:36
15.00% 14:45:00 14:11:08

15.00% 17:15:00 15:36:11

15.00% 21:30:00 19:02:59
2 7.50% 11:30:00 10:37:44
15.00% 13:15:00 13:10:02
15.00% 16:39:00 16:33:37
15.00% 16:45:00 15:16:46
1 11.25% 14:45:00 11:07:15
15.00% 16:45:00 15:34:23
Total Penalty
Agent Final Kpi
Monthly
(100%)Score Kpis

-0.50% 77.50% 77.00%

-1.00% 100.00% 99.00%
-2.00% 72.50% 70.50%
-0.50% 100.00% 99.50%

0.00% 65.00% 65.00%

0.00% 77.50% 77.50%
0.00% 87.50% 87.50%
0.00% 67.50% 67.50%
0.00% 57.50% 57.50%
-0.50% 82.50% 82.00%
-1.50% 73.75% 72.25%
-1.00% 85.00% 84.00%
Month TL Login TeleOpti_ID BSS USER Agent Status
Login Days_
Phone Hours_ACD Calls_ AHT WL
Aug Hanafy Team 85655 X65813 norhan.i65813 Old 7 43:35:00 583 222
Aug Hanafy Team 88075 x70522 Amira.T70522 Old 17 115:32:00 1338 244
Aug Hanafy Team 88152 x70764Fayrouz.F70764 Old 15 96:14:00 1436 179
Aug Hanafy Team 88168 x70767 Aya.G70767 Old 13 80:05:00 1195 202
Aug Hanafy Team 600557 X67009 Mahmoud.M67009Old 17 113:10:00 1310 244
Aug Hanafy Team 601382 X65724Omnia.M65724 Old 17 109:35:00 1401 211
Aug Hanafy Team 604005 X69628 Nagy.A69628 Old 12 75:23:00 700 318
Aug Hanafy Team 608233 X70457 Evon.F70457 Old 19 128:30:00 1513 244
Aug Hanafy Team 608756 X70515 Ayat.N70515 Old 15 86:51:00 1118 227
Aug Hanafy Team 609255 x70669 Aya.M70669 Old 15 101:00:00 1324 200
Aug Hanafy Team 654266 x69412 Samah.A69412 Old 16 106:15:00 1397 210
Aug Hanafy Team 654280 X70310Ahmed.A70310 Old 16 109:20:00 1300 229
Aug Hanafy Team 654288 X70317Adham.F70317 Old 16 112:00:00 1347 227
Aug Hanafy Team 654292 X70321 Mai.S70321 Old 14 92:45:00 1096 237
Aug Hanafy Team 654321 X70340 Yasin.A70340 Old 13 83:10:00 989 267
Hold Percentage
AVG Ringing_AHT Score Hold Score
Ringing AHT+Hold
Penalty KPIs
Monitored
(25%) sheets_
NonCritcal CTC Error CTB Error
3.03% 1.5 15.00% 5.00% 0.0% 20.00% 1 0 0 0
3.22% 2.4 0.00% 5.00% 0.0% 5.00% 3 1 0 0
1.32% 1.9 15.00% 10.00% 0.0% 25.00% 3 1 0 0
1.68% 3.3 15.00% 10.00% -1.0% 25.00% 3 1 2 1
1.70% 2.7 0.00% 10.00% 0.0% 10.00% 4 0 0 0
4.63% 3.7 15.00% 5.00% -1.0% 20.00% 3 0 0 2
1.87% 1.4 0.00% 10.00% 0.0% 10.00% 5 1 0 2
1.65% 2.2 0.00% 10.00% 0.0% 10.00% 3 0 1 0
4.33% 3.1 15.00% 5.00% -1.0% 20.00% 4 4 1 0
2.28% 1.5 15.00% 10.00% 0.0% 25.00% 3 0 1 1
2.10% 2.3 15.00% 10.00% 0.0% 25.00% 4 1 0 1
4.72% 3.3 15.00% 5.00% -1.0% 20.00% 3 0 1 0
1.00% 2.1 15.00% 10.00% 0.0% 25.00% 3 2 1 0
1.77% 2.9 7.50% 10.00% 0.0% 17.50% 2 0 1 0
1.92% 3.6 0.00% 10.00% -1.0% 10.00% 4 0 0 0
Complince Error
Non-Critical % CTC % CTB Quality
% Score (20%)
Total Leads
Total Promoter
Total DetractorsNPS_ FCR_
0 0.0% 15.00% 5.00% 20.00% 27 20 6 51.85% 59.26%
0 -0.5% 15.00% 5.00% 20.00% 39 25 14 28.21% 58.97%
0 -0.5% 15.00% 5.00% 20.00% 47 25 18 14.89% 44.68%
0 -0.5% 0.00% 2.50% 2.50% 63 41 14 42.86% 60.32%
0 0.0% 15.00% 5.00% 20.00% 41 32 7 60.98% 56.10%
0 0.0% 15.00% 0.00% 15.00% 63 33 23 15.87% 46.03%
0 -0.5% 15.00% 0.00% 15.00% 39 22 11 28.21% 38.46%
0 0.0% 7.50% 5.00% 12.50% 73 40 26 19.18% 50.68%
0 -2.0% 7.50% 5.00% 12.50% 38 22 13 23.68% 63.16%
0 0.0% 7.50% 2.50% 10.00% 70 37 26 15.71% 50.00%
0 -0.5% 15.00% 2.50% 17.50% 59 34 21 22.03% 52.54%
0 0.0% 7.50% 5.00% 12.50% 19 11 7 21.05% 47.37%
0 -1.0% 7.50% 5.00% 12.50% 54 30 17 24.07% 55.56%
0 0.0% 7.50% 5.00% 12.50% 46 24 19 10.87% 54.35%
0 0.0% 15.00% 5.00% 20.00% 39 13 20 -17.95% 41.03%
 TTB_ NPS KPi FCR KPI TTB KPICSI KPIs ( 30%
Scheduled
) Ready
Adhered Time
Adherence
Adherence
95% KPIs
Adherance
(10%) Penalty
96.30% 10% 10% 10% 30.00% 43:35:00 43:01:59 98.74% 10.00%
87.18% 10% 10% 10% 30.00% 116:00:00 110:04:09 94.89% 0.00%
72.34% 10% 5% 5% 20.00% 96:44:00 94:00:06 97.18% 10.00%
87.30% 10% 10% 10% 30.00% 80:20:00 77:01:10 95.87% 10.00%
90.24% 10% 10% 10% 30.00% 113:10:00 110:32:28 97.68% 10.00%
80.95% 10% 10% 10% 30.00% 109:35:00 105:58:41 96.71% 10.00%
92.31% 10% 0% 10% 20.00% 75:30:00 72:33:15 96.10% 10.00%
87.67% 10% 10% 10% 30.00% 128:30:00 127:41:28 99.37% 10.00%
84.21% 10% 10% 10% 30.00% 90:31:00 82:26:48 91.08% 0.00% -1.00%
77.14% 10% 10% 10% 30.00% 101:00:00 99:35:17 98.60% 10.00%
79.66% 10% 10% 10% 30.00% 106:15:00 104:38:36 98.49% 10.00%
89.47% 10% 10% 10% 30.00% 109:35:00 104:34:45 95.43% 10.00%
88.89% 10% 10% 10% 30.00% 112:00:00 108:46:01 97.11% 10.00%
78.26% 10% 10% 10% 30.00% 92:45:00 89:35:12 96.59% 10.00%
69.23% 0% 5% 0% 5.00% 83:40:00 81:20:12 97.22% 10.00%
Sick_ Emergency_ Absent_
AttendanceAttendance
(15%) Penalty
TeleOpti Breaks
CMS Break_
Exceed BreakVariance
Daily Break Penalty
5 0.00% 6:00:00 5:49:34
15.00% 17:00:00 15:26:40
15.00% 14:15:00 13:36:45
15.00% 11:45:00 11:23:35
15.00% 15:15:00 15:24:40 0:09:40 0:07:40
15.00% 16:15:00 16:15:44 0:00:44
15.00% 11:15:00 10:16:52
15.00% 18:45:00 16:20:38
1 11.25% 12:45:00 10:51:12
15.00% 15:00:00 12:23:51
1 11.25% 15:30:00 14:26:23
15.00% 16:00:00 15:46:23 -4.00%
1 11.25% 16:00:00 14:54:38
15.00% 13:15:00 12:07:42 -1.00%
15.00% 11:43:00 12:55:43 1:12:43 1:10:43
Total Penalty
Agent Final Kpi
Monthly
(100%)Score Kpis
0.00% 80.00% 80.00%
-0.50% 70.00% 69.50%
-0.50% 90.00% 89.50%
-1.50% 82.50% 81.00%
0.00% 85.00% 85.00%
-1.00% 90.00% 89.00%
-0.50% 70.00% 69.50%
0.00% 77.50% 77.50%
-4.00% 73.75% 69.75%
0.00% 90.00% 90.00%
-0.50% 93.75% 93.25%
-5.00% 87.50% 82.50%
-1.00% 88.75% 87.75%
-1.00% 85.00% 84.00%
-1.00% 60.00% 59.00%
Sep Hanafy Team 85655 X65813norhan.i65813 Old 11 74:28:00 1150 214
Sep Hanafy Team 88075 x70522Amira.T70522 Old 17 112:30:00 1458 243
Sep Hanafy Team 88152 x70764Fayrouz.F70764 Old 6 37:11:00 557 195
Sep Hanafy Team 88168 x70767 Aya.G70767 Old 14 90:17:00 1511 213
Sep Hanafy Team 600557 X67009
Mahmoud.M67009Old 16 112:00:00 1373 250
Sep Hanafy Team 601382 X65724Omnia.M65724 Old 16 125:00:00 1656 213
Sep Hanafy Team 604005 X69628 Nagy.A69628 Old 17 119:00:00 1275 289
Sep Hanafy Team 608233 X70457 Evon.F70457 Old 13 90:45:00 1092 257
Sep Hanafy Team 608756 X70515 Ayat.N70515 Old 1 7:00:00 87 260
Sep Hanafy Team 653714 X67211Mostafa.s67211 Old 8 56:00:00 764 222
Sep Hanafy Team 654266 x69412Samah.A69412 Old 18 118:15:00 1707 208
Sep Hanafy Team 654280 X70310Ahmed.A70310 Old 13 83:36:00 1004 246
Sep Hanafy Team 654292 X70321 Mai.S70321 Old 9 55:15:00 692 248
Sep Hanafy Team 654321 X70340 Yasin.A70340 Old 19 131:32:00 1569 263
1.79% 2.2 15.00% 10.00% 0.0% 25.00% 5 0 0 0
3.29% 2.4 0.00% 5.00% 0.0% 5.00% 5 0 0 0
2.96% 1.9 15.00% 10.00% 0.0% 25.00% 4 0 2 2
2.40% 3.0 15.00% 10.00% 0.0% 25.00% 5 3 0 1
2.45% 2.5 0.00% 10.00% 0.0% 10.00% 8 0 0 0
4.64% 3.8 15.00% 5.00% -1.0% 20.00% 5 0 1 0
2.31% 1.7 0.00% 10.00% 0.0% 10.00% 6 1 1 1
1.80% 2.3 0.00% 10.00% 0.0% 10.00% 5 0 1 0
11.50% 2.9 0.00% 0.00% 0.0% 0.00%
0.55% 2.4 15.00% 10.00% 0.0% 25.00% 3 0 0 0
1.92% 2.3 15.00% 10.00% 0.0% 25.00% 4 0 1 0
3.81% 3.1 0.00% 5.00% -1.0% 5.00% 6 0 0 1
1.82% 3.1 0.00% 10.00% -1.0% 10.00% 6 1 1 1
2.16% 3.3 0.00% 10.00% -1.0% 10.00% 6 1 0 0
0 0.0% 15.00% 5.00% 20.00% 20 10 7 15.00% 55.00%
0 0.0% 15.00% 5.00% 20.00% 38 25 10 39.47% 42.11%
0 0.0% 0.00% 0.00% 0.00% 23 12 8 17.39% 60.87%
0 -1.5% 15.00% 2.50% 17.50% 27 17 5 44.44% 59.26%
0 0.0% 15.00% 5.00% 20.00% 12 8 3 41.67% 50.00%
0 0.0% 7.50% 5.00% 12.50% 49 24 22 4.08% 46.94%
0 -0.5% 7.50% 2.50% 10.00% 24 17 6 45.83% 50.00%
0 0.0% 7.50% 5.00% 12.50% 41 22 15 17.07% 53.66%
8 6 1 62.50% 50.00%
0 0.0% 15.00% 5.00% 20.00% 6 4 2 33.33% 16.67%
0 0.0% 7.50% 5.00% 12.50% 57 35 19 28.07% 43.86%
0 0.0% 15.00% 2.50% 17.50% 13 9 2 53.85% 76.92%
0 -0.5% 7.50% 2.50% 10.00% 26 16 9 26.92% 50.00%
0 -0.5% 15.00% 5.00% 20.00% 18 11 7 22.22% 50.00%
 75.00% 10% 10% 10% 30.00% 78:13:00 76:30:58 97.83% 10.00%
84.21% 10% 5% 10% 25.00% 113:20:00 109:48:47 96.89% 10.00%
82.61% 10% 10% 10% 30.00% 37:11:00 35:37:33 95.81% 10.00%
92.59% 10% 10% 10% 30.00% 91:43:00 87:54:11 95.84% 10.00%
83.33% 10% 10% 10% 30.00% 113:00:00 110:14:09 97.55% 10.00%
73.47% 0% 10% 5% 15.00% 125:00:00 121:47:48 97.44% 10.00%
87.50% 10% 10% 10% 30.00% 119:00:00 115:29:18 97.05% 10.00%
80.49% 10% 10% 10% 30.00% 90:45:00 89:30:08 98.62% 10.00%
87.50% 10% 10% 10% 30.00% 7:00:00 6:49:01 97.38% 10.00%
66.67% 10% 0% 0% 10.00% 56:00:00 53:36:49 95.74% 10.00%
80.70% 10% 5% 10% 25.00% 118:15:00 116:05:12 98.17% 10.00%
100.00% 10% 10% 10% 30.00% 84:06:00 80:28:52 95.70% 10.00%
88.46% 10% 10% 10% 30.00% 55:15:00 52:41:49 95.38% 10.00%
77.78% 10% 10% 10% 30.00% 132:17:00 129:40:27 98.03% 10.00%
 15.00% 2:30:00 11:24:08 8:54:08 8:52:08
15.00% 16:15:00 13:35:58
3 0.00% 5:15:00 4:47:22
15.00% 7:30:00 13:10:01 5:40:01 5:38:01
15.00% 3:30:00 17:20:22 13:50:22 13:48:22
15.00% 4:00:00 17:51:11 13:51:11 13:49:11
15.00% 16:15:00 15:43:43
1 11.25% 6:15:00 12:36:54 6:21:54 6:19:54
15.00% 1:00:00 0:53:58
15.00% 1:45:00 7:40:22 5:55:22 5:53:22
15.00% 17:15:00 16:16:22
1 11.25% 11:00:00 11:36:32 0:36:32 0:34:32
2 7.50% 8:15:00 7:38:36
15.00% 10:45:00 18:36:08 7:51:08 7:49:08
 0.00% 100.00% 100.00%
0.00% 75.00% 75.00%
0.00% 65.00% 65.00%
-1.50% 97.50% 96.00%
0.00% 85.00% 85.00%
-1.00% 72.50% 71.50%
-0.50% 75.00% 74.50%
0.00% 73.75% 73.75%
0.00% Less
68.75%
Than 300 Call Or 27 Hours
0.00% 80.00% 80.00%
0.00% 87.50% 87.50%
-1.00% 73.75% 72.75%
-1.50% 67.50% 66.00%
-1.50% 85.00% 83.50%
month BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 219 15.00% 10.00% 25.00% 0.0%
Aug norhan.i65813 222 15.00% 5.00% 20.00% 0.0%
Sep 214 15.00% 10.00% 25.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 246 0.00% 10.00% 10.00% -0.5%
Aug Amira.T70522 244 0.00% 5.00% 5.00% -0.5%
Sep 243 0.00% 5.00% 5.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 186 15.00% 10.00% 25.00% -1.0%
Aug Fayrouz.F70764 179 15.00% 10.00% 25.00% -0.5%
Sep 195 15.00% 10.00% 25.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 211 15.00% 5.00% 20.00% 0.0%
Aug Aya.G70767 202 15.00% 10.00% 25.00% -0.5%
Sep 213 15.00% 10.00% 25.00% -1.5%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 226 15.00% 10.00% 25.00% -0.5%
Aug Mahmoud.M67009 244 0.00% 10.00% 10.00% 0.0%
Sep 250 0.00% 10.00% 10.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 236 7.50% 5.00% 12.50% 0.0%
Aug Omnia.M65724 211 15.00% 5.00% 20.00% 0.0%
Sep 213 15.00% 5.00% 20.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 300 0.00% 10.00% 10.00% 0.0%
Aug Nagy.A69628 318 0.00% 10.00% 10.00% -0.5%
Sep 289 0.00% 10.00% 10.00% -0.5%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 257 0.00% 10.00% 10.00% 0.0%
Aug Evon.F70457 244 0.00% 10.00% 10.00% 0.0%
 Evon.F70457
Sep 257 0.00% 10.00% 10.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 218 15.00% 10.00% 25.00% 0.0%
Aug Samah.A69412 210 15.00% 10.00% 25.00% -0.5%
Sep 208 15.00% 10.00% 25.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 260 0.00% 0.00% 0.00% 0.0%
Aug Ahmed.A70310 229 15.00% 5.00% 20.00% 0.0%
Sep 246 0.00% 5.00% 5.00% 0.0%

v BSS USER AHT WL AHT Score Hold Score AHT+Hold KPIs (25%) Non-Critical %
Jul 278 0.00% 10.00% 10.00% 0.0%
Aug Yasin.A70340 267 0.00% 10.00% 10.00% 0.0%
Sep 263 0.00% 10.00% 10.00% -0.5%
CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
15.00% 2.50% 17.50% 28.30% 47.17% 77.36% 10% 10% 10%
15.00% 5.00% 20.00% 51.85% 59.26% 96.30% 10% 10% 10%
15.00% 5.00% 20.00% 15.00% 55.00% 75.00% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 5.00% 12.50% 24.44% 51.11% 80.00% 10% 10% 10%
15.00% 5.00% 20.00% 28.21% 58.97% 87.18% 10% 10% 10%
15.00% 5.00% 20.00% 39.47% 42.11% 84.21% 10% 5% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
15.00% 5.00% 20.00% 26.09% 50.00% 78.26% 10% 10% 10%
15.00% 5.00% 20.00% 14.89% 44.68% 72.34% 10% 5% 5%
0.00% 0.00% 0.00% 17.39% 60.87% 82.61% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 5.00% 12.50% 18.37% 42.86% 75.51% 10% 5% 10%
0.00% 2.50% 2.50% 42.86% 60.32% 87.30% 10% 10% 10%
15.00% 2.50% 17.50% 44.44% 59.26% 92.59% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
15.00% 5.00% 20.00% 18.18% 59.09% 86.36% 10% 10% 10%
15.00% 5.00% 20.00% 60.98% 56.10% 90.24% 10% 10% 10%
15.00% 5.00% 20.00% 41.67% 50.00% 83.33% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
15.00% 5.00% 20.00% 20.00% 50.77% 80.00% 10% 10% 10%
15.00% 0.00% 15.00% 15.87% 46.03% 80.95% 10% 10% 10%
7.50% 5.00% 12.50% 4.08% 46.94% 73.47% 0% 10% 5%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 2.50% 10.00% 23.81% 38.10% 85.71% 10% 0% 10%
15.00% 0.00% 15.00% 28.21% 38.46% 92.31% 10% 0% 10%
7.50% 2.50% 10.00% 45.83% 50.00% 87.50% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 5.00% 12.50% 38.60% 50.88% 85.96% 10% 10% 10%
7.50% 5.00% 12.50% 19.18% 50.68% 87.67% 10% 10% 10%
7.50% 5.00% 12.50% 17.07% 53.66% 80.49% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 5.00% 12.50% 3.03% 42.42% 66.67% 0% 5% 0%
15.00% 2.50% 17.50% 22.03% 52.54% 79.66% 10% 10% 10%
7.50% 5.00% 12.50% 28.07% 43.86% 80.70% 10% 5% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
7.50% 5.00% 12.50% 60.61% 57.58% 87.88% 10% 10% 10%
7.50% 5.00% 12.50% 21.05% 47.37% 89.47% 10% 10% 10%
15.00% 2.50% 17.50% 53.85% 76.92% 100.00% 10% 10% 10%

CTC % CTB % Quality Score (20%) NPS_ FCR_ TTB_ NPS KPi FCR KPI TTB KPI
15.00% 5.00% 20.00% 51.85% 66.67% 96.30% 10% 10% 10%
15.00% 5.00% 20.00% -17.95% 41.03% 69.23% 0% 5% 0%
15.00% 5.00% 20.00% 22.22% 50.00% 77.78% 10% 10% 10%
CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 98.17% 10.00% 15.00% 0.00%
30.00% 98.74% 10.00% 5 0.00% 0.00%
30.00% 97.83% 10.00% 15.00% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 96.51% 10.00% 15.00% -0.50%
30.00% 94.89% 0.00% 15.00% -0.50%
25.00% 96.89% 10.00% 15.00% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 97.88% 10.00% 15.00% -1.00%
20.00% 97.18% 10.00% 15.00% -0.50%
30.00% 95.81% 10.00% 3 0.00% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
25.00% 90.95% 0.00% 15.00% -2.00%
30.00% 95.87% 10.00% 15.00% -1.50%
30.00% 95.84% 10.00% 15.00% -1.50%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 97.89% 10.00% 15.00% -0.50%
30.00% 97.68% 10.00% 15.00% 0.00%
30.00% 97.55% 10.00% 15.00% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 96.53% 10.00% 15.00% -1.00%
30.00% 96.71% 10.00% 15.00% -1.00%
15.00% 97.44% 10.00% 15.00% -1.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
20.00% 96.96% 10.00% 15.00% 0.00%
20.00% 96.10% 10.00% 15.00% -0.50%
30.00% 97.05% 10.00% 15.00% -0.50%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 98.65% 10.00% 15.00% 0.00%
30.00% 99.37% 10.00% 15.00% 0.00%
 30.00% 98.62% 10.00% 11.25% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
5.00% 97.63% 10.00% 15.00% 0.00%
30.00% 98.49% 10.00% 11.25% -0.50%
25.00% 98.17% 10.00% 15.00% 0.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 93.04% 0.00% 15.00% 0.00%
30.00% 95.43% 10.00% 15.00% -5.00%
30.00% 95.70% 10.00% 1 11.25% -1.00%

CSI KPIs ( 30% ) Adherence 95% Adherence KPIs (10%) Sick_ Attendance (15%) Total Penalty
30.00% 97.41% 10.00% 15.00% -1.00%
5.00% 97.22% 10.00% 15.00% -1.00%
30.00% 98.03% 10.00% 15.00% -1.50%
Agent Final Kpi (100%)
Monthly Score Kpis
97.50% 97.50%
80.00% 80.00%
100.00% 100.00%

Agent Final Kpi (100%)

Monthly Score Kpis
77.50% 77.00%
70.00% 69.50%
75.00% 75.00%

Agent Final Kpi (100%)

Monthly Score Kpis
100.00% 99.00%
90.00% 89.50%
65.00% 65.00%

Agent Final Kpi (100%)

Monthly Score Kpis
72.50% 70.50%
82.50% 81.00%
97.50% 96.00%

Agent Final Kpi (100%)

Monthly Score Kpis
100.00% 99.50%
85.00% 85.00%
85.00% 85.00%

Agent Final Kpi (100%)

Monthly Score Kpis
87.50% 86.50%
90.00% 89.00%
72.50% 71.50%

Agent Final Kpi (100%)

Monthly Score Kpis
65.00% 65.00%
70.00% 69.50%
75.00% 74.50%

Agent Final Kpi (100%)

Monthly Score Kpis
77.50% 77.50%
77.50% 77.50%
 73.75% 73.75%

Agent Final Kpi (100%)

Monthly Score Kpis
67.50% 67.50%
93.75% 93.25%
87.50% 87.50%

Agent Final Kpi (100%)

Monthly Score Kpis
57.50% 57.50%
87.50% 82.50%
73.75% 72.75%

Agent Final Kpi (100%)

Monthly Score Kpis
85.00% 84.00%
60.00% 59.00%
85.00% 83.50%
Month Score
Jul 97.50%
Aug 80.00%
Sep 100.00%

Jul Aug
Aug Sep