Year HierarMonthT Date Answered Handled Handle TimTalk Time Hold Time ACW Time

2023 Total 31,120 30,861 ### ### ### ###

September Total 31,120 30,861 ### ### ### ###
### 1,904 1,887 1,861,314 1,319,352 457,486 310,841
### 681 677 690,229 464,847 197,543 128,806
### 575 570 610,231 431,438 157,554 102,689
### 1,296 1,290 1,386,332 980,804 333,114 249,543
### 1,706 1,690 1,745,376 1,244,316 422,607 280,818
### 2,034 2,020 2,132,499 1,495,555 513,949 369,013
### 1,578 1,568 1,596,627 1,128,144 372,807 273,692
### 1,553 1,539 1,549,104 1,092,368 359,908 264,925
### 941 937 1,006,315 735,970 220,270 160,793
### 986 972 1,171,318 850,246 274,806 178,263
### 2,776 2,752 2,979,781 2,162,627 647,020 460,308
### 1,918 1,906 2,149,132 1,505,559 552,334 375,400
### 1,568 1,550 1,662,928 1,229,893 359,398 250,315
### 2,040 2,015 2,143,126 1,525,402 534,777 354,080
### 1,919 1,890 1,898,933 1,394,181 428,437 296,714
### 1,174 1,165 1,326,666 957,746 302,315 214,591
### 1,180 1,175 1,404,109 976,713 375,674 244,186
### 3,284 3,268 3,622,219 2,510,334 909,536 614,029
### 2,007 1,990 2,193,495 1,532,023 567,367 378,029
Total 31,120 30,861 ### ### ### ###
Included (1) 2023 (Year) + September (MonthT)
Location is Johannesburg
OCC% Avail Time AHT AHT(Sec) Logged HouHandled VsFTE Outbound %Out
78.13 % ### 17:54 1074 ### 99.17 % 12,864 41.68 %
78.13 % ### 17:54 1074 ### 99.17 % 12,864 41.68 %
73.26 % 1,379,380 16:26 986 5,158,889 99.14 % 65.137487 825 43.72 %
75.88 % 447,034 17:00 1020 1,853,202 99.40 % 24.513254 318 46.97 %
56.50 % 942,942 17:51 1071 2,167,609 99.12 % 31.69019 209 36.67 %
56.74 % 2,108,946 17:55 1075 4,875,049 99.53 % 67.709014 647 50.16 %
76.47 % 1,100,533 17:13 1033 4,677,926 99.05 % 54.142662 721 42.66 %
78.40 % 1,184,159 17:36 1056 5,481,446 99.30 % 69.210177 866 42.87 %
77.39 % 942,564 16:58 1018 4,168,928 99.36 % 55.14455 638 40.69 %
76.92 % 936,746 16:47 1007 4,059,468 99.09 % 53.696667 646 41.98 %
82.69 % 432,355 17:54 1074 2,497,850 99.67 % 33.040344 425 45.36 %
77.68 % 626,159 20:05 1205 2,805,151 98.56 % 38.960431 414 42.59 %
88.53 % 755,671 18:03 1083 6,588,867 99.12 % 87.154325 1,125 40.88 %
72.09 % 1,662,100 18:48 1128 5,955,654 99.37 % 75.197652 739 38.77 %
69.59 % 1,457,944 17:53 1073 4,794,901 98.83 % 57.909432 682 44.00 %
72.07 % 1,680,514 17:44 1064 6,016,273 98.75 % 79.580331 886 43.97 %
81.26 % 902,226 16:45 1005 4,815,081 98.62 % 60.796477 781 41.32 %
92.70 % 200,462 18:59 1139 2,747,425 99.21 % 34.68971 487 41.80 %
80.91 % 631,000 19:55 1195 3,305,760 99.57 % 45.913333 523 44.51 %
99.18 % 54,375 18:28 1108 6,614,189 99.50 % 87.489272 1,024 31.33 %
82.97 % 912,344 18:22 1102 5,356,903 99.19 % 70.858505 908 45.63 %
78.13 % ### 17:54 1074 ### 99.17 % 12,864 41.68 %
AHT(Out) Vol Req AHT Req FTE Req AnsVsLock AHTvsLockFTEvsLock
293 32,203 1,022 -1083 51.25403
293 32,203 1,022 -1083 51.25403
257 2,147 1,009 151 -243 -22.53756 -86.2
267 1,355 980 95 -674 39.578997 -70.8
300 765 1,030 58 -190 40.623839 -26.7
222 739 1,081 59 557 -6.324031 8.2
301 2,089 1,032 151 -383 0.7706935 -96.7
271 2,019 1,031 146 15 24.696537 -76.7
297 2,034 1,029 147 -456 -10.73463 -91.4
246 2,155 1,018 153 -602 -11.43052 -99.7
279 1,360 1,011 98 -419 62.962954 -65.4
282 746 1,018 56 240 187.05297 -17.4
247 2,324 1,027 166 452 55.78561 -78.5
319 2,037 1,032 147 -119 95.544694 -72.0
319 1,969 1,028 142 -401 44.820715 -84.1
258 1,984 1,022 142 56 41.58056 -62.7
381 2,102 1,004 148 -183 0.7369212 -87.0
297 1,326 1,008 96 -152 130.76156 -61.1
429 738 1,020 56 442 174.97419 -10.0
306 2,299 1,032 165 985 76.398411 -77.7
319 2,015 1,026 145 -8 76.265246 -74.2
293 32,203 1,022 -1083 51.25403