MTN WAY FORWAR

OVERALL INBOUND PERFORMANCE

TOP 2080
BOTTOM
Service Center

DAILY FORECASTS
 MTN WAY FORWARD DASHBOARD - LIBERIA
PERFORMANCE

FTD/MTD SUMMARY OTHERS VS. ACTUAL

REQUIRED
 Index
28-Apr OVERALL INBOUND TOP 20 BOTTOM 80
Parameter Target MTD 28-Apr Target MTD 28-Apr Target MTD 28-Apr
Calls Forecasted - 1441 1441 - 288 288 - 1152 1152
Forecast Vs Offered 90%-110% 297.66% 261.42% 90%-110% 33.40% 30.89% 90%-110% 363.71% 319.05%
Forecast Vs Answered - 178.25% 188.95% - 32.75% 30.54% - 214.62% 228.55%
Calls Offered - 4288 3766 - 96 89 - 4192 3677
Calls Answered - 2568 2722 - 94 88 - 2473 2634
Capacity - 1201 2950 - - - - - -
Average Handling Time (Target) 109 109 109 - 110 110 - 105 105
Average Handling Time (Actual) - 86 81 - 88 79 - 86 81
% Answered Level 97% 59.88% 72.28% 97% 98.06% 98.88% 97% 59.01% 71.63%
Service Level % - 36.55% 54.19% - 88.36% 96.63% - 34.95% 52.93%
Normalized Service Level % - 90.70% - 88.36% 96.63% -
Abandon Level% 3% 40.12% 27.72% 3% 1.94% 1.12% 3% 40.99% 28.37%
Normalized Abandon Level% 3% 3.45% 3% 1.94% 1.12% 3%
Utilization% 85% 77.06% 71.85% 85% - - 85% - -
LHC% Without Downtime - 90.12% - - - - - -
LHC% With Downtime - 90.27% 91.95% - - - - - -
Heacount Required@Forecast - 8 7 - 2 1 - 6 6
Heacount Required@Offered - 23 19 - 1 0 - 23 19
Heacount Available (Production) - 7 15 - - - - - -
Shrinkage% 23% 23.34% 20.00% 23% - - 23% - -
Attrition% - 0.00% 0.00% - - - - - -
 Target Final
LOB LOB Type Working Days Avg. AHT/Login Actual AHT Planning Login Hours/Agent
Forecast Hours AHT
TOP 20 Inbound (TOP 20) 30 288 110 88 88 8:00:00
BOTTOM 80 Inbound (BOTTOM 80) 30 1152 105 86 86 8:00:00
Service Center FTE 30 0 0:00:00 - - 8:00:00
Overall MTN

Index
 Login Login HC HC
Planning AU% Shrinkage% CPA Required@100 Required@110% Required@100% Required@110% Available Excess/D
% Forecast Forecast Forecast Forecast HC eficit

85% 35% 279 1 1 2 2

0 -8
85% 35% 285 4 4 6 7
- 35% - 0 0 0 0 0 0
5 6 8 9 0 -8
 Index
OVERALL IB
Goal April'21 WEEK1 WEEK2 WEEK3
Calls Forecasted 1402 1441 1441 1441
Forecast Vs Offered 90%-110% 295.85% 276.07% 306.54% 306.42%
Forecast Vs Answered 177.25% 189.44% 173.30% 161.49%
Calls Offered 4148 3977 4416 4414
Calls Answered 2485 2729 2497 2326
Calls Answered within Threshold 1166 1645 1024 793
Calls Answered After Threshold 1319 1084 1473 1533
Calls Abondoned 1663 1248 1919 2088
Calls Abandoned within Threshold 958 816 1112 1117
Calls Abandoned After Threshold 705 432 807 971
Average Handling Time 109 86 85 87 89
Average Talk Time 84 83 85 87
Average Hold Time 0 0 0 0
Averge Wrap Time 2 2 2 2
Normalized Answered Level % - 96.55%
% Answered Level - 59.91% 68.62% 56.54% 52.70%
Service Level % - 36.55% 52.03% 30.99% 24.06%
Normalized Service Level % - 90.70%
Abandon Level% - 40.09% 31.38% 43.46% 47.30%
Normalized Abandon Level% - 3.45%

Headcount (All)
Productive CCE - Opening Count 13.0 13.0 15.0 15.0
In Training 0 0 0 0
In OJT 0 0 0 0
Moved to Production 2 2 0 0
FT/PT Conversion 0 0 0 0
Internal Movment From/To 0 0 0 0
OJT Present 0 0 0 0
Rostered 12 0 0 0
Present - Attendance 11 0 0 0
Shrinkage % As Per Attendance <=35% 23.34% 0.00% 0.00% 0.00%
WO 2.13 2.29 2.14 2.00
Planned Leave 1 0 1 1
Unplanned but Approved (CL, SL, LWP) 1 0 1 1
NCNS 0 0 0 0
ML/PTL 0 0 0 0
W/O % 15.24% 14.29% 13.33%
Leaves % 4.76% 13.33% 16.19%
Rejoining Through Attendence Rectification 0 0 0 0
Termination(TER) / Desired 0 0 0 0
EXIT (Resignation) / Undesired 0 0 0 0
NR (Not reporting) 0.0 0 0 0
Total Exit Attrition 0.0 0.0 0.0 0.0
Total Conversion Attrition 0.0 0.0 0.0 0.0
Exit Attrition % < = 2% 0.00% 0.00% 0.00% 0.00%
Conversion Attrition% 0.00% 0.00% 0.00% 0.00%
Overall Attrition% 0.00% 0.00% 0.00% 0.00%
Productive CCE - Closing Count 0.0 15.0 15.0 15.0

Headcount (Full Timers)

Productive CCE - FTE - Opening Count 13.0 13.0 15.0 15.0
In Training -- FTE 0 0 0 0
In OJT 0 0 0 0
Moved to Production - FTE 2 2 0 0
FT/PT Conversion 0 0 0 0
Internal Movement From/To 0 0 0 0
Present In OJT 0 0 0 0
Rostered - FTE 0 0 0 0
Present (Attendance)- FTE 0 0 0 0
Shrinkage % (Including WOs) FTE 23.34% 100.00% 100.00% 100.00%
WO - FTE 2 2 2 2
Planned Leave - FTE 1 0 1 1
Unplanned but Approved - FTE 1 0 1 1
NCNS - FTE 0 0 0 0
ML/PTL 0 0 0 0
Rejoining through Attendence Rectification 0 0 0 0
Termination (TER) / Desired -- FTE 0 0 0 0
EXIT (Resignation) / Undesired - FTE 0 0 0 0
NR (Not reporting) - FTE 0 0 0 0
Total Attrition -- FTE 0 0 0 0
Productive CCE - Closing Count -- FTE 0.0 15.0 15.0 15.0

Headcount (Part Timers)

Productive CCE - FTE - Opening Count 0.0 0.0 0.0 0.0
In Training -- FTE 0 0 0 0
In OJT 0 0 0 0
Moved to Production - FTE 0 0 0 0
FT/PT Conversion 0 0 0 0
Internal Movement From/To 0 0 0 0
Present In OJT 0 0 0 0
Rostered - FTE 0 0 0 0
Present (Attendance)- FTE 0 0 0 0
Shrinkage % (Including WOs) FTE
WO - FTE 0 0 0 0
Planned Leave - FTE 0 0 0 0
Unplanned but Approved - FTE 0 0 0 0
NCNS - FTE 0 0 0 0
ML/PTL 0 0 0 0
Rejoining through Attendence Rectification 0 0 0 0
Termination (TER) / Desired -- FTE 0 0 0 0
EXIT (Resignation) / Undesired - FTE 0 0 0 0
NR (Not reporting) - FTE 0 0 0 0
Total Attrition -- FTE 0 0 0 0
Productive CCE - Closing Count -- FTE 0.0 0.0 0.0 0.0

Other KPI- Overall

Calls Answered 76625 18385 17476 16285
Total Talk Time 1784:37:05 420:23:02 413:42:26 392:10:55
Total Hold Time 0:11:47 0:16:59 0:26:50 0:30:13
Total Wrap Time 42:34:10 10:12:50 9:42:32 9:02:50
Staffing Time 2674:02:35 644:06:51 598:53:45 577:00:27
Not Ready Time 302:32:16 70:51:38 66:09:44 61:37:31
Avail Time 540:47:39 142:00:38 108:43:54 112:43:19
Actual Login Time (Total Login time - Not Ready Time) 2371:30:19 573:15:13 532:44:01 515:22:56
Average Talk Time 83.85 82.32 85.22 86.70
Average Hold Time 0.01 0.06 0.09 0.11
Average Wrap Time 2.00 2.00 2.00 2.00
Average Call Handling Time 108.90 85.85 84.37 87.31 88.81
Average Agent Productivity 225 219 230 220
Agent Utilization% 85.00% 77.06% 75.16% 79.56% 77.95%

Other KPI- Floor

Calls Answered 76625 18385 17476 16285
Total Talk Time 1784:37:05 420:23:02 413:42:26 392:10:55
Total Hold Time 0:11:47 0:00:04 0:00:51 0:08:17
Total Wrap Time 42:34:10 10:12:50 9:42:32 9:02:50
Staffing Time 2674:02:35 644:06:51 598:53:45 577:00:27
Not Ready Time 302:32:16 70:51:38 66:09:44 61:37:31
Avail Time 540:47:39 142:00:38 108:43:54 112:43:19
Actual Login Time (Total Login time - Not Ready Time) 2371:30:19 573:15:13 532:44:01 515:22:56
Average Talk Time 83.85 82.32 85.22 86.70
Average Hold Time 0.01 0.00 0.00 0.03
Average Wrap Time 2.00 2.00 2.00 2.00
Average Call Handling Time 108.90 85.85 84.32 87.23 88.73
Average Agent Productivity 225 225 219 230 220
Average Login Hours 7:43:00 6:57:16 6:49:28 7:00:35 6:57:53
Login Hour Compliance(Without Downtime) 100.00% 90.12% 88.44% 90.84% 90.25%
Login Hour Compliance (With Downtime) 100.00% 90.27% 88.44% 90.87% 90.25%
Agent Utilization% 85.00% 77.06% 75.11% 79.48% 77.88%

Other KPI- OJT

Calls Answered
Total Talk Time
Total Hold Time
Total Wrap Time
Staffing Time
Not Ready Time
Avail Time
Actual Login Time (Total Login time - Not Ready Time)
Average Talk Time
Average Hold Time
Average Wrap Time
Average Call Handling Time -
Average Agent Productivity
Average Login Hours 8:00:00
Login Hour Compliance(Without Downtime) 100.00%
Login Hour Compliance (With Downtime) 100.00%
Agent Utilization%

Downtime Details
Total Downtime reported 3:48:00 0:00:00 0:12:00 0:00:00
Downtime-Technology (Internal IT issues) 0:00:00 0:00:00 0:00:00 0:00:00
Downtime - Transport Responsible 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-System not available 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-ID related issues (CRM ID) 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-ID related issues (AVAYA ID) 0:00:00 0:00:00 0:00:00 0:00:00
Quality session 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-Operations Feedback & coaching 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-Briefing 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-Floor Support 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-Training 0:00:00 0:00:00 0:00:00 0:00:00
Downtime-Other 3:48:00 0:00:00 0:12:00 0:00:00
 Thu Fri Sat Sun Mon Tue Wed Thu Fri
WEEK4 WEEK5 1-Apr 2-Apr 3-Apr 4-Apr 5-Apr 6-Apr 7-Apr 8-Apr 9-Apr
1441 864 1441 1441 1441 1441 1441 1441 1441 1441 1441
306.60% 224.45% 321.61% 286.83% 283.57% 229.91% 302.52% 257.33% 250.73% 310.36% 307.38%
189.66% 148.67% 197.28% 216.03% 185.62% 159.31% 196.38% 204.64% 166.81% 175.90% 197.49%
4417 1940 4633 4132 4085 3312 4358 3707 3612 4471 4428
2732 1285 2842 3112 2674 2295 2829 2948 2403 2534 2845
1302 816 1309 2161 1416 1643 1397 2197 1390 946 1594
1430 470 1533 951 1258 652 1432 751 1013 1588 1251
1685 655 1791 1020 1411 1017 1529 759 1209 1937 1583
941 422 1107 773 921 626 933 557 796 1163 1081
743 233 684 247 490 391 596 202 413 774 502
85 82 87 84 88 83 84 81 88 89 87
83 80 85 82 86 81 82 79 86 87 85
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
96.55%
61.86% 66.24% 61.34% 75.31% 65.46% 69.29% 64.92% 79.53% 66.53% 56.68% 64.25%
37.47% 53.72% 37.12% 64.33% 44.75% 61.17% 40.79% 69.75% 49.36% 28.60% 47.62%
90.70%
38.14% 33.76% 38.66% 24.69% 34.54% 30.71% 35.08% 20.47% 33.47% 43.32% 35.75%
3.45%

15.0 15.0 13.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 2.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 13.0 13.0 12.0 11.0 13.0 13.0 11.0 11.0 12.0
0 0 13.0 13.0 12.0 10.0 12.0 13.0 11.0 11.0 12.0
0.00% 0.00% 13.33% 13.33% 20.00% 33.33% 20.00% 13.33% 26.67% 26.67% 20.00%
2.14 2.00 2.0 2.0 2.0 4.0 2.0 2.0 2.0 2.0 1.0
0 1 0.0 0.0 1.0 0.0 0.0 0.0 2.0 2.0 2.0
1 1 0.0 0.0 0.0 1.0 1.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
14.29% 13.33% 13.33% 13.33% 26.67% 13.33% 13.33% 13.33% 13.33% 6.67%
5.71% 0.00% 0.00% 6.67% 6.67% 6.67% 0.00% 13.33% 13.33% 13.33%
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
15.0 0.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0

15.0 15.0 13.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 2 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 13 13 12 11 13 13 11 11 12
0 0 13 13 12 10 12 13 11 11 12
100.00% #DIV/0! 13.33% 13.33% 20.00% 33.33% 20.00% 13.33% 26.67% 26.67% 20.00%
2 2 2 2 2 4 2 2 2 2 1
 0 1 0 0 1 0 0 0 2 2 2
1 1 0 0 0 1 1 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
15.0 0.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0

0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

19125 5354 2354 3112 2674 2292 2829 2948 2176 2534 2845
438:26:21 119:54:21 53:52:43 70:56:23 64:10:30 51:50:22 64:39:34 64:17:32 50:35:58 61:00:13 67:05:31
0:35:58 0:35:58 0:00:04 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
10:37:30 2:58:28 1:18:28 1:43:44 1:29:08 1:16:24 1:34:18 1:38:16 1:12:32 1:24:28 1:34:50
671:36:21 182:25:11 80:20:30 102:54:46 95:08:37 86:28:02 95:48:24 103:41:54 79:44:38 84:05:23 94:46:40
82:18:11 21:35:12 9:51:01 11:47:05 9:22:12 7:39:55 10:51:28 12:20:15 8:59:42 9:12:13 9:01:30
139:32:29 37:47:19 15:13:46 18:22:36 20:01:16 25:35:27 18:35:48 25:20:18 18:51:27 12:23:20 16:58:54
589:18:10 160:49:59 70:29:29 91:07:41 85:46:25 78:48:07 84:56:56 91:21:39 70:44:56 74:53:10 85:45:10
82.53 80.62 82.40 82.06 86.40 81.42 82.28 78.51 83.71 86.67 84.90
0.11 0.40 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
84.64 83.03 84.40 84.06 88.40 83.42 84.28 80.51 85.71 88.67 86.90
228 233 181 239 223 229 236 227 198 230 237
76.30% 76.78% 78.29% 79.74% 76.55% 67.40% 77.97% 72.16% 73.23% 83.34% 80.08%

19125 5354 2354 3112 2674 2292 2829 2948 2176 2534 2845
438:26:21 119:54:21 53:52:43 70:56:23 64:10:30 51:50:22 64:39:34 64:17:32 50:35:58 61:00:13 67:05:31
0:02:35 0:00:00 0:00:04 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
10:37:30 2:58:28 1:18:28 1:43:44 1:29:08 1:16:24 1:34:18 1:38:16 1:12:32 1:24:28 1:34:50
671:36:21 182:25:11 80:20:30 102:54:46 95:08:37 86:28:02 95:48:24 103:41:54 79:44:38 84:05:23 94:46:40
82:18:11 21:35:12 9:51:01 11:47:05 9:22:12 7:39:55 10:51:28 12:20:15 8:59:42 9:12:13 9:01:30
139:32:29 37:47:19 15:13:46 18:22:36 20:01:16 25:35:27 18:35:48 25:20:18 18:51:27 12:23:20 16:58:54
589:18:10 160:49:59 70:29:29 91:07:41 85:46:25 78:48:07 84:56:56 91:21:39 70:44:56 74:53:10 85:45:10
82.53 80.62 82.40 82.06 86.40 81.42 82.28 78.51 83.71 86.67 84.90
0.01 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
84.54 82.62 84.40 84.06 88.40 83.42 84.28 80.51 85.71 88.67 86.90
228 233 181 239 223 229 236 227 198 230 237
7:00:56 6:59:34 5:25:21 7:00:35 7:08:52 7:52:49 7:04:45 7:01:40 6:25:54 6:48:28 7:08:46
90.91% 90.62% 70.27% 90.84% 92.63% 102.12% 91.74% 91.07% 83.35% 88.22% 92.61%
91.47% 90.62% 70.27% 90.84% 92.63% 102.12% 91.74% 91.07% 83.35% 88.22% 92.61%
76.21% 76.40% 78.29% 79.74% 76.55% 67.40% 77.97% 72.16% 73.23% 83.34% 80.08%

3:36:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
3:36:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
 Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue
10-Apr 11-Apr 12-Apr 13-Apr 14-Apr 15-Apr 16-Apr 17-Apr 18-Apr 19-Apr 20-Apr
1441 1441 1441 1441 1441 1441 1441 1441 1441 1441 1441
326.40% 215.40% 310.50% 351.32% 324.39% 353.06% 295.86% 289.40% 197.28% 308.49% 344.73%
173.96% 138.83% 174.93% 163.34% 188.68% 145.36% 150.08% 114.19% 133.35% 173.89% 192.91%
4702 3103 4473 5061 4673 5086 4262 4169 2842 4444 4966
2506 2000 2520 2353 2718 2094 2162 1645 1921 2505 2779
905 1151 1024 554 993 363 661 294 1214 940 936
1601 849 1496 1799 1725 1731 1501 1351 707 1565 1843
2196 1103 1953 2708 1955 2992 2100 2524 921 1939 2187
1221 709 1034 1454 1125 1425 1128 1147 632 1103 1205
975 394 919 1254 830 1567 972 1377 289 836 982
90 81 87 86 90 90 92 89 87 88 90
88 79 85 84 88 88 90 87 85 86 88
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2

53.30% 64.45% 56.34% 46.49% 58.16% 41.17% 50.73% 39.46% 67.59% 56.37% 55.96%
26.00% 48.08% 29.78% 15.36% 27.99% 9.92% 21.09% 9.73% 54.93% 28.14% 24.89%

46.70% 35.55% 43.66% 53.51% 41.84% 58.83% 49.27% 60.54% 32.41% 43.63% 44.04%

15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
12.0 10.0 12.0 12.0 13.0 10.0 12.0 13.0 11.0 11.0 12.0
11.0 9.0 11.0 10.0 12.0 9.0 10.0 9.0 10.0 11.0 12.0
26.67% 40.00% 26.67% 33.33% 20.00% 40.00% 33.33% 40.00% 33.33% 26.67% 20.00%
2.0 4.0 2.0 2.0 2.0 2.0 2.0 1.0 3.0 2.0 2.0
1.0 1.0 1.0 1.0 0.0 3.0 1.0 1.0 1.0 2.0 1.0
1.0 1.0 1.0 2.0 1.0 1.0 2.0 4.0 1.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
13.33% 26.67% 13.33% 13.33% 13.33% 13.33% 13.33% 6.67% 20.00% 13.33% 13.33%
13.33% 13.33% 13.33% 20.00% 6.67% 26.67% 20.00% 33.33% 13.33% 13.33% 6.67%
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0

15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
12 10 12 12 13 10 12 13 11 11 12
11 9 11 10 12 9 10 9 10 11 12
26.67% 40.00% 26.67% 33.33% 20.00% 40.00% 33.33% 40.00% 33.33% 26.67% 20.00%
2 4 2 2 2 2 2 1 3 2 2
 1 1 1 1 0 3 1 1 1 2 1
1 1 1 2 1 1 2 4 1 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0

0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

2506 2000 2520 2353 2718 2094 2162 1645 1921 2505 2779
61:23:57 44:03:50 59:20:19 54:36:57 66:11:39 51:14:14 54:14:17 39:57:30 45:13:36 60:10:38 67:43:16
0:00:00 0:00:51 0:00:00 0:00:00 0:00:00 0:00:00 0:01:09 0:00:00 0:00:00 0:00:00 0:00:00
1:23:32 1:06:40 1:24:00 1:18:26 1:30:36 1:09:48 1:12:04 0:54:50 1:04:02 1:23:30 1:32:38
86:32:45 70:15:48 88:06:19 79:43:51 95:22:59 71:33:31 79:10:55 62:42:23 77:01:26 87:05:01 95:35:25
10:44:35 6:48:43 10:29:05 8:23:16 11:30:22 8:13:55 8:25:20 5:50:41 6:29:04 8:53:40 11:50:38
12:55:52 18:11:21 16:48:33 15:20:25 16:05:29 10:51:51 15:13:11 15:55:32 23:26:31 16:31:18 14:24:08
75:48:10 63:27:05 77:37:14 71:20:35 83:52:37 63:19:36 70:45:35 56:51:42 70:32:22 78:11:21 83:44:47
88.20 79.32 84.77 83.56 87.67 88.09 90.31 87.45 84.76 86.48 87.73
0.00 0.03 0.00 0.00 0.00 0.00 0.03 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
90.20 81.34 86.77 85.56 89.67 90.09 92.35 89.45 86.76 88.48 89.73
228 222 229 235 227 233 216 183 192 228 232
82.84% 71.22% 78.25% 78.39% 80.72% 82.75% 78.38% 71.88% 65.63% 78.74% 82.71%

2506 2000 2520 2353 2718 2094 2162 1645 1921 2505 2779
61:23:57 44:03:50 59:20:19 54:36:57 66:11:39 51:14:14 54:14:17 39:57:30 45:13:36 60:10:38 67:43:16
0:00:00 0:00:51 0:00:00 0:00:00 0:00:00 0:00:00 0:01:09 0:00:00 0:00:00 0:00:00 0:00:00
1:23:32 1:06:40 1:24:00 1:18:26 1:30:36 1:09:48 1:12:04 0:54:50 1:04:02 1:23:30 1:32:38
86:32:45 70:15:48 88:06:19 79:43:51 95:22:59 71:33:31 79:10:55 62:42:23 77:01:26 87:05:01 95:35:25
10:44:35 6:48:43 10:29:05 8:23:16 11:30:22 8:13:55 8:25:20 5:50:41 6:29:04 8:53:40 11:50:38
12:55:52 18:11:21 16:48:33 15:20:25 16:05:29 10:51:51 15:13:11 15:55:32 23:26:31 16:31:18 14:24:08
75:48:10 63:27:05 77:37:14 71:20:35 83:52:37 63:19:36 70:45:35 56:51:42 70:32:22 78:11:21 83:44:47
88.20 79.32 84.77 83.56 87.67 88.09 90.31 87.45 84.76 86.48 87.73
0.00 0.03 0.00 0.00 0.00 0.00 0.03 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
90.20 81.34 86.77 85.56 89.67 90.09 92.35 89.45 86.76 88.48 89.73
228 222 229 235 227 233 216 183 192 228 232
6:53:28 7:03:01 7:03:23 7:08:04 6:59:23 7:02:11 7:04:34 6:19:05 7:03:14 7:06:29 6:58:44
89.30% 91.36% 91.44% 92.45% 90.58% 91.18% 91.70% 81.87% 91.41% 92.11% 90.44%
89.30% 91.36% 91.68% 92.45% 90.58% 91.18% 91.70% 81.87% 91.41% 92.11% 90.44%
82.84% 71.22% 78.25% 78.39% 80.72% 82.75% 78.38% 71.88% 65.63% 78.74% 82.71%

0:00:00 0:00:00 0:12:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:12:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
 Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri
21-Apr 22-Apr 23-Apr 24-Apr 25-Apr 26-Apr 27-Apr 28-Apr 29-Apr 30-Apr January'21
1441 1441 1441 1441 1441 1441 1441 1441 288 1441 1262
356.11% 410.81% 315.71% 330.49% 236.09% 320.71% 270.94% 261.42% 30.20% 263.30% 351.89%
220.68% 188.33% 202.28% 178.26% 166.25% 200.75% 202.77% 188.95% 29.16% 172.57% 194.31%
5130 5918 4548 4761 3401 4620 3903 3766 87 3793 4439
3179 2713 2914 2568 2395 2892 2921 2722 84 2486 2451
1146 488 1321 798 1718 1233 1883 1675 78 1553 1009
2033 2225 1593 1770 677 1659 1038 1047 6 933 1443
1951 3205 1634 2193 1006 1728 982 1044 3 1307 1988
1177 1463 980 1151 701 918 701 675 1 843 1033
774 1742 654 1042 305 810 281 369 2 464 955
86 88 83 88 79 90 83 81 92 82 85
83 86 81 86 77 88 81 79 90 80 83
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
96.55%
61.97% 45.84% 64.07% 53.94% 70.42% 62.60% 74.84% 72.28% 96.55% 65.54% 55.22%
28.99% 10.95% 37.02% 22.11% 63.63% 33.31% 58.81% 54.19% 90.70% 52.64% 29.61%
90.70%
38.03% 54.16% 35.93% 46.06% 29.58% 37.40% 25.16% 27.72% 3.45% 34.46% 44.78%
3.45%

15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 14.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
13.0 13.0 13.0 13.0 12.0 13.0 13.0 12.0 12.0 12.0 12
13.0 12.0 12.0 11.0 11.0 13.0 13.0 12.0 12.0 11.0 11
13.33% 20.00% 20.00% 26.67% 26.67% 13.33% 13.33% 20.00% 20.00% 26.67% 23.25%
2.0 2.0 2.0 2.0 3.0 2.0 2.0 2.0 2.0 2.0 1.97
0.0 0.0 0.0 0.0 0.0 0.0 0.0 1.0 1.0 1.0 0
0.0 1.0 1.0 2.0 1.0 0.0 0.0 0.0 0.0 1.0 1
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
13.33% 13.33% 13.33% 13.33% 20.00% 13.33% 13.33% 13.33% 13.33% 13.33% 14.06%
0.00% 6.67% 6.67% 13.33% 6.67% 0.00% 0.00% 6.67% 6.67% 13.33% 9.91%
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 14.0

15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 14.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
13 13 13 13 12 13 13 12 12 12 12
13 12 12 11 11 13 13 12 12 11 11
13.33% 20.00% 20.00% 26.67% 26.67% 13.33% 13.33% 20.00% 20.00% 26.67% 23.25%
2 2 2 2 3 2 2 2 2 2 2
 0 0 0 0 0 0 0 1 1 1 1
0 1 1 2 1 0 0 0 0 1 2
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 15.0 14.0

0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

3179 2713 2914 2568 2395 2892 2921 2722 2868 2486 75992
73:37:24 64:46:01 65:13:49 61:11:52 51:04:34 70:27:31 66:02:34 59:40:00 64:32:02 55:22:19 1750:02:29
0:07:08 0:00:00 0:00:07 0:02:26 0:00:00 0:00:00 0:00:02 0:00:00 0:00:00 0:00:00 0:03:23
1:45:58 1:30:26 1:37:08 1:25:36 1:19:50 1:36:24 1:37:22 1:30:44 1:35:36 1:22:52 42:13:04
103:51:46 105:34:53 94:20:03 85:51:49 83:11:03 103:31:09 104:17:37 94:49:47 95:11:25 87:13:46 2618:13:02
11:54:13 23:15:11 12:00:07 8:04:50 6:10:03 10:57:33 12:09:35 9:40:52 11:00:10 10:35:02 267:32:05
16:20:48 15:57:43 15:23:25 15:01:35 24:30:40 20:24:00 24:22:27 23:52:39 17:58:32 19:48:47 554:54:50
91:57:33 82:19:42 82:19:56 77:46:59 77:01:00 92:33:36 92:08:02 85:08:55 84:11:15 76:38:44 2350:40:57
83.37 85.94 80.59 85.79 76.77 87.71 81.39 78.91 81.00 80.18 82.91
0.13 0.00 0.00 0.06 0.00 0.00 0.00 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
85.51 87.94 82.59 87.85 78.77 89.71 83.40 80.91 83.00 82.18 84.91
245 226 243 233 218 222 225 227 239 226 230
82.11% 80.50% 81.20% 80.56% 68.05% 77.86% 73.44% 71.85% 78.55% 74.05% 76.25%

3179 2713 2914 2568 2395 2892 2921 2722 2868 2486 75992
73:37:24 64:46:01 65:13:49 61:11:52 51:04:34 70:27:31 66:02:34 59:40:00 64:32:02 55:22:19 1750:02:29
0:07:08 0:00:00 0:00:07 0:02:26 0:00:00 0:00:00 0:00:02 0:00:00 0:00:00 0:00:00 0:03:23
1:45:58 1:30:26 1:37:08 1:25:36 1:19:50 1:36:24 1:37:22 1:30:44 1:35:36 1:22:52 42:13:04
103:51:46 105:34:53 94:20:03 85:51:49 83:11:03 103:31:09 104:17:37 94:49:47 95:11:25 87:13:46 2618:13:02
11:54:13 23:15:11 12:00:07 8:04:50 6:10:03 10:57:33 12:09:35 9:40:52 11:00:10 10:35:02 267:32:05
16:20:48 15:57:43 15:23:25 15:01:35 24:30:40 20:24:00 24:22:27 23:52:39 17:58:32 19:48:47 554:54:50
91:57:33 82:19:42 82:19:56 77:46:59 77:01:00 92:33:36 92:08:02 85:08:55 84:11:15 76:38:44 2350:40:57
83.37 85.94 80.59 85.79 76.77 87.71 81.39 78.91 81.00 80.18 82.91
0.13 0.00 0.00 0.06 0.00 0.00 0.00 0.00 0.00 0.00 0.00
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
85.51 87.94 82.59 87.85 78.77 89.71 83.40 80.91 83.00 82.18 84.91
245 226 243 233 218 222 225 227 239 226 230
7:04:26 6:51:39 6:51:40 7:04:16 7:00:05 7:07:12 7:05:14 7:05:45 7:00:56 6:58:04 7:07:24
91.67% 88.91% 88.91% 91.64% 90.73% 92.27% 91.84% 91.95% 90.92% 90.30% 92.31%
91.67% 91.61% 90.10% 91.64% 90.73% 92.27% 91.84% 91.95% 90.92% 90.30% 92.31%
82.11% 80.50% 81.20% 80.56% 68.05% 77.86% 73.44% 71.85% 78.55% 74.05% 76.25%

0:00:00 2:30:00 1:06:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
0:00:00 2:30:00 1:06:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
February'21 March'21
1549 1412
299.29% 286.59%
162.54% 160.63%
4637 4046
2518 2268
1097 945
1422 1323
2119 1778
1115 976
1004 802
85 87
83 85
0 0
2 2

54.31% 56.05%
31.14% 30.77%

45.69% 43.95%

14.0 14.0
0 0
0 0
0 0
0 0
0 0
0 0
12 11
11 10
21.43% 23.00%
1.89 1.71
0 1
1 1
0 0
0 0
13.52% 13.15%
8.67% 11.17%
0 0
0 0
0 0
0.0 1.0
0.0 1.0
0.0 0.0
0.00% 7.41%
0.00% 0.00%
0.00% 7.41%
14.0 13.0

14.0 14.0
0 0
0 0
0 0
0 0
0 0
0 0
12 11
11 10
21.43% 23.00%
2 2
 1 1
1 2
0 0
0 0
0 0
0 0
0 0
0 1
0 1
14.0 13.0

0.0 0.0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0

0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0.0 0.0

70514 69495
1620:25:05 1644:14:39
0:05:45 0:14:44
39:10:28 38:36:30
2407:50:33 2457:22:41
264:58:42 267:41:36
480:36:47 504:09:59
2142:51:51 2189:41:05
82.73 85.18
0.00 0.01
2.00 2.00
84.73 87.19
231 222
77.45% 76.86%

70514 69495
1620:25:05 1644:14:39
0:05:45 0:14:44
39:10:28 38:36:30
2407:50:33 2457:22:41
264:58:42 267:41:36
480:36:47 504:09:59
2142:51:51 2189:41:05
82.73 85.18
0.00 0.01
2.00 2.00
84.73 87.19
231 222
7:01:33 6:59:45
91.05% 90.66%
91.37% 90.66%
77.45% 76.86%

7:31:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
3:31:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
0:00:00 0:00:00
4:37:00 0:00:00
 Index Thu
TOP 20
Goal April'21 WEEK1 WEEK2 WEEK3 WEEK4 WEEK5 1-Apr
Calls Forecasted 288 288 288 288 288 288 288
Forecast Vs Offered 90%-110% 33.40% 37.19% 33.17% 32.58% 31.14% 31.76% 42.00%
Forecast Vs Answered 32.75% 36.54% 32.48% 31.83% 30.64% 31.07% 41.31%
Calls Offered 96 107 96 94 90 92 121
Calls Answered 94 105 94 92 88 90 119
Calls Answered within Threshold 85 96 82 81 81 81 108
Calls Answered After Threshold 10 10 12 11 8 9 11
Calls Abondoned 2 2 2 2 1 2 2
Calls Abandoned within Threshold 1 1 1 1 0 1 0
Calls Abandoned After Threshold 1 1 1 2 1 2 2
Average Handling Time 110 88 91 86 87 86 89 90
Average Talk Time 86 89 84 85 84 87 88
Average Hold Time 0 0 0 0 0 0 0
Averge Wrap Time 2 2 2 2 2 2 2
Short Calls (<10 Sec) 0 0 0 0 0 0 0
Short Calls % <=2% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
% Answered Level >=97% 98.06% 98.27% 97.91% 97.72% 98.41% 97.81% 98.35%
Normalized Answered Level % >=97% 98.06% 98.27% 97.91% 97.72% 98.41% 97.81% 98.35%
Service Level % >=90% 88.36% 89.81% 86.58% 86.68% 90.26% 88.46% 89.26%
Normalized Service Level % >=90% 88.36% 89.81% 86.58% 86.68% 90.26% 88.46% 89.26%
Abandon Level% <=3% 1.94% 1.73% 2.09% 2.28% 1.59% 2.19% 1.65%
Normalized Abandon Level% <=3% 1.94% 1.73% 2.09% 2.28% 1.59% 2.19% 1.65%

Headcount Requirement
Headcount Requirement@ Forecast 2 2 2 2 2 2 2
Headcount Requirement@ Offered 1 1 1 1 1 1 1
 Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon
2-Apr 3-Apr 4-Apr 5-Apr 6-Apr 7-Apr 8-Apr 9-Apr 10-Apr 11-Apr 12-Apr
288 288 288 288 288 288 288 288 288 288 288
40.96% 30.20% 26.03% 53.45% 36.10% 31.59% 45.82% 24.30% 39.22% 14.58% 39.57%
40.61% 29.50% 26.03% 52.07% 35.75% 30.54% 44.08% 23.60% 38.53% 14.23% 39.22%
118 87 75 154 104 91 132 70 113 42 114
117 85 75 150 103 88 127 68 111 41 113
106 81 68 128 95 84 100 59 97 39 100
11 4 7 22 8 4 27 9 14 2 13
1 2 0 4 1 3 5 2 2 1 1
1 1 0 0 1 1 1 0 2 1 1
0 1 0 4 0 2 4 2 0 0 0
90 87 80 93 97 94 90 101 94 66 82
88 85 78 91 95 92 88 99 92 64 80
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
99.15% 97.70% 100.00% 97.40% 99.04% 96.70% 96.21% 97.14% 98.23% 97.62% 99.12%
99.15% 97.70% 100.00% 97.40% 99.04% 96.70% 96.21% 97.14% 98.23% 97.62% 99.12%
90.60% 94.19% 90.67% 83.12% 92.23% 93.33% 76.34% 84.29% 87.39% 95.12% 88.50%
90.60% 94.19% 90.67% 83.12% 92.23% 93.33% 76.34% 84.29% 87.39% 95.12% 88.50%
0.85% 2.30% 0.00% 2.60% 0.96% 3.30% 3.79% 2.86% 1.77% 2.38% 0.88%
0.85% 2.30% 0.00% 2.60% 0.96% 3.30% 3.79% 2.86% 1.77% 2.38% 0.88%

2 2 2 2 2 2 2 2 2 1 2
1 1 0 1 1 1 1 0 1 0 1
 Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri
13-Apr 14-Apr 15-Apr 16-Apr 17-Apr 18-Apr 19-Apr 20-Apr 21-Apr 22-Apr 23-Apr
288 288 288 288 288 288 288 288 288 288 288
39.22% 29.50% 34.02% 36.79% 30.89% 21.87% 38.88% 31.93% 33.67% 31.24% 34.71%
38.53% 29.16% 32.63% 36.10% 29.50% 21.52% 38.53% 31.59% 32.97% 31.24% 33.32%
113 85 98 106 89 63 112 92 97 90 100
111 84 94 104 85 62 111 91 95 90 96
103 76 77 91 76 56 93 87 86 84 81
8 8 17 13 9 6 18 4 9 6 15
2 1 4 2 4 1 1 1 2 0 4
1 0 1 1 0 0 1 0 1 0 1
1 1 3 1 4 1 0 1 1 0 3
76 85 90 85 90 76 93 87 87 93 95
74 83 88 83 88 74 91 85 85 91 93
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
98.23% 98.82% 95.92% 98.11% 95.51% 98.41% 99.11% 98.91% 97.94% 100.00% 96.00%
98.23% 98.82% 95.92% 98.11% 95.51% 98.41% 99.11% 98.91% 97.94% 100.00% 96.00%
91.96% 89.41% 79.38% 86.67% 85.39% 88.89% 83.78% 94.57% 89.58% 93.33% 81.82%
91.96% 89.41% 79.38% 86.67% 85.39% 88.89% 83.78% 94.57% 89.58% 93.33% 81.82%
1.77% 1.18% 4.08% 1.89% 4.49% 1.59% 0.89% 1.09% 2.06% 0.00% 4.00%
1.77% 1.18% 4.08% 1.89% 4.49% 1.59% 0.89% 1.09% 2.06% 0.00% 4.00%

1 2 2 2 2 1 2 2 2 2 2
1 0 1 1 1 0 1 1 1 1 1
 Sat Sun Mon Tue Wed Thu Fri
24-Apr 25-Apr 26-Apr 27-Apr 28-Apr 29-Apr 30-Apr January'21 February'21 March'21
288 288 288 288 288 288 288 252 310 282
31.93% 19.09% 43.39% 26.73% 30.89% 30.20% 33.32% 42.94% 40.42% 40.00%
31.93% 18.74% 42.35% 26.38% 30.54% 29.16% 32.97% 41.58% 39.08% 38.56%
92 55 125 77 89 87 96 108 125 113
92 54 122 76 88 84 95 105 121 109
82 50 108 74 86 78 83 93 105 93
10 4 14 2 2 6 12 12 16 16
0 1 3 1 1 3 1 3 4 4
0 1 0 0 0 1 0 1 1 1
0 0 3 1 1 2 1 3 3 3
84 85 86 77 79 92 87 81 81 85
82 83 84 75 77 90 85 79 79 83
0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
100.00% 98.18% 97.60% 98.70% 98.88% 96.55% 98.96% 96.81% 96.69% 96.40%
100.00% 98.18% 97.60% 98.70% 98.88% 96.55% 98.96% 96.81% 96.69% 96.40%
89.13% 92.59% 86.40% 96.10% 96.63% 90.70% 86.46% 86.34% 84.81% 83.27%
89.13% 92.59% 86.40% 96.10% 96.63% 90.70% 86.46% 86.34% 84.81% 83.27%
0.00% 1.82% 2.40% 1.30% 1.12% 3.45% 1.04% 3.19% 3.31% 3.60%
0.00% 1.82% 2.40% 1.30% 1.12% 3.45% 1.04% 3.19% 3.31% 3.60%

2 2 2 2 2 2 2 1 2 2
1 0 1 0 0 1 1 1 1 1
 Index Thu
BOTTOM 80
Goal April'21 WEEK1 WEEK2 WEEK3 WEEK4 WEEK5 1-Apr
Calls Forecasted 1152 1152 1152 1152 1152 1152 1152
Forecast Vs Offered 90%-110% 363.71% 335.79% 374.87% 374.87% 375.46% 320.79% 391.51%
Forecast Vs Answered 214.62% 227.66% 208.51% 193.91% 229.41% 207.47% 236.28%
Calls Offered 4192 3870 4320 4320 4327 3697 4512
Calls Answered 2473 2624 2403 2235 2644 2391 2723
Calls Answered within Threshold 1119 1549 942 713 1222 1470 1201
Calls Answered After Threshold 1355 1075 1461 1522 1422 921 1522
Calls Abondoned 1718 1246 1917 2086 1683 1306 1789
Calls Abandoned within Threshold 991 816 1112 1116 941 843 1107
Calls Abandoned After Threshold 728 431 806 969 742 463 682
Average Handling Time 105 86 85 87 89 84 82 86
Average Talk Time 84 83 85 87 82 80 84
Average Hold Time 0 0 0 0 0 0 0
Averge Wrap Time 2 2 2 2 2 2 2
Short Calls (<10 Sec) 0 0 0 0 0 0 0
Short Calls % <=2% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
% Answered Level >=80% 59.01% 67.80% 55.62% 51.73% 61.10% 64.67% 60.35%
Normalized Answered Level % >=95%
Service Level % >=75% 34.95% 50.72% 29.35% 22.24% 36.08% 51.51% 35.27%
Normalized Service Level % >=75%
Abandon Level% <=20% 40.99% 32.20% 44.38% 48.27% 38.90% 35.33% 39.65%
Normalized Abandon Level% <=20%

Headcount Requirement
Headcount Requirement@ Forecast 7 7 7 7 7 6 7
Headcount Requirement@ Offered 25 22 26 26 25 21 27
 Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon
2-Apr 3-Apr 4-Apr 5-Apr 6-Apr 7-Apr 8-Apr 9-Apr 10-Apr 11-Apr 12-Apr
1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152
348.30% 346.91% 280.88% 364.78% 312.63% 305.52% 376.50% 378.15% 398.19% 265.60% 378.23%
259.88% 224.65% 192.63% 232.46% 246.86% 200.87% 208.86% 240.96% 207.82% 169.98% 208.86%
4014 3998 3237 4204 3603 3521 4339 4358 4589 3061 4359
2995 2589 2220 2679 2845 2315 2407 2777 2395 1959 2407
2055 1335 1575 1269 2102 1306 846 1535 808 1112 924
940 1254 645 1410 743 1009 1561 1242 1587 847 1483
1019 1409 1017 1525 758 1206 1932 1581 2194 1102 1952
772 920 626 933 556 795 1162 1081 1219 708 1033
247 489 391 592 202 411 770 500 975 394 919
84 88 83 84 80 87 89 87 90 82 87
82 86 81 82 78 85 87 85 88 80 85
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
74.61% 64.76% 68.58% 63.73% 78.96% 65.75% 55.47% 63.72% 52.19% 64.00% 55.22%

63.39% 43.37% 60.32% 38.80% 68.99% 47.91% 26.63% 46.84% 23.98% 47.26% 27.78%

25.39% 35.24% 31.42% 36.27% 21.04% 34.25% 44.53% 36.28% 47.81% 36.00% 44.78%

7 7 7 7 6 7 7 7 7 6 7
23 24 18 24 20 21 26 26 28 17 26
 Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri
13-Apr 14-Apr 15-Apr 16-Apr 17-Apr 18-Apr 19-Apr 20-Apr 21-Apr 22-Apr 23-Apr
1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152
429.34% 398.10% 432.81% 360.62% 354.02% 241.13% 375.89% 422.92% 436.72% 505.70% 385.95%
194.54% 228.55% 173.54% 178.57% 135.36% 161.31% 207.73% 233.24% 267.60% 227.60% 244.52%
4948 4588 4988 4156 4080 2779 4332 4874 5033 5828 4448
2242 2634 2000 2058 1560 1859 2394 2688 3084 2623 2818
451 917 286 570 218 1158 847 849 1060 404 1240
1791 1717 1714 1488 1342 701 1547 1839 2024 2219 1578
2706 1954 2988 2098 2520 920 1938 2186 1949 3205 1630
1453 1125 1424 1127 1147 632 1102 1205 1176 1463 979
1253 829 1564 971 1373 288 836 981 773 1742 651
86 90 90 93 89 87 88 90 85 88 82
84 88 88 91 87 85 86 88 83 86 80
0 0 0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
45.31% 57.41% 40.10% 49.52% 38.24% 66.89% 55.26% 55.15% 61.28% 45.01% 63.35%

12.90% 26.48% 8.02% 18.82% 7.43% 53.94% 26.22% 23.14% 27.48% 9.26% 35.75%

54.69% 42.59% 59.90% 50.48% 61.76% 33.11% 44.74% 44.85% 38.72% 54.99% 36.65%

7 7 7 7 7 7 7 7 7 7 6
29 28 31 26 25 16 26 30 29 35 25
 Sat Sun Mon Tue Wed Fri
24-Apr 25-Apr 26-Apr 27-Apr 28-Apr 30-Apr January'21 February'21 March'21
1152 1152 1152 1152 1152 1152 1009 1240 1129
405.13% 290.33% 390.03% 331.98% 319.05% 320.79% 429.13% 364.00% 348.24%
214.84% 203.13% 240.35% 246.86% 228.55% 207.47% 232.49% 193.40% 191.15%
4669 3346 4495 3826 3677 3697 4331 4512 3933
2476 2341 2770 2845 2634 2391 2346 2397 2159
716 1668 1125 1809 1589 1470 916 991 852
1760 673 1645 1036 1045 921 1431 1406 1307
2193 1005 1725 981 1043 1306 1985 2115 1774
1151 700 918 701 675 843 1032 1114 975
1042 305 807 280 368 463 953 1001 799
88 79 90 84 81 82 85 85 88
86 77 88 82 79 80 83 83 86
0 0 0 0 0 0 0 0 0
2 2 2 2 2 2 2 2 2
0 0 0 0 0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
53.03% 69.96% 61.62% 74.36% 71.63% 64.67% 54.18% 53.13% 54.89%

20.35% 63.04% 31.45% 57.89% 52.93% 51.51% 27.75% 29.18% 28.79%

46.97% 30.04% 38.38% 25.64% 28.37% 35.33% 45.82% 46.87% 45.11%

7 6 7 7 6 6 6 7 7
28 18 28 22 20 21 25 26 24
 Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed
Segment
1-Apr 2-Apr 3-Apr 4-Apr 5-Apr 6-Apr 7-Apr 8-Apr 9-Apr 10-Apr 11-Apr 12-Apr 13-Apr 14-Apr
TOP 20 288 288 288 288 288 288 288 288 288 288 288 288 288 288
MID 30 0 0 0 0 0 0 0 0 0 0 0 0 0 0
BOTTOM 80 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152
Outbound 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Social Media & Back Office 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Index
 Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri
15-Apr 16-Apr 17-Apr 18-Apr 19-Apr 20-Apr 21-Apr 22-Apr 23-Apr 24-Apr 25-Apr 26-Apr 27-Apr 28-Apr 29-Apr 30-Apr
288 288 288 288 288 288 288 288 288 288 288 288 288 288 288 288
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152 1152
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
 Africa Way Forward Report Doc No: FM-WFM-001
Issue No: 03
Airtel Account Rev date: 28-02-2018

Head Count Details

Particulars Count Index
CSRs – Inbound 15
CSRs – Outbound 0
CSRs – Back-Office 0
CSR - Total 15

Support Staff Ratio

Particulars Contractual Ratio AS per the ratio Actual
Team Leaders/Team Coach - Inbound 18 1 0
Team Leaders/Team Coach - Outbound 18 0 0
Team Leaders – Back Office 18 0 0
Asst Manager/Deputy Manager 108 0 0
Manager/Sr. Manager 1 for Location 1 0
Quality Analyst 65 1 0
Quality TL 520 0 0
Quality Manager 1040 0 0
Trainer 100 0 0
Trainer TL 500 0 0
Training Manager 1000 0 0
HR/ER Executive 100 0 0
HR Manager 500 0 0
IT Executive 150 0 0
IT Manager 500 0 0
Admin Executive 150 0 0
Finance Executive 250 0 0
WFM Executive 200 0 0
WFM TL 475 0 0
WFM Manager 750 0 0
Any Other Support Staff (Other than Contractual Requirement) 0 0
TOTAL 2 0

Prepared by: WFM Manager Reviewed Approved

by: WFM Head
by: WFM HeadSupport Staff RatiosPage 32 of 33
 Africa Way Forward Report Doc No: FM-WFM-001
Issue No: 03
Airtel Account Rev date: 28-02-2018

Excess/Deficit
(1)
0
0
0
(1)
(1)
0
0
0
0
0
0
0
0
0
0
0
0
0
0

(2)

Prepared by: WFM Manager Reviewed Approved

by: WFM Head
by: WFM HeadSupport Staff RatiosPage 33 of 33