HomeMy WebLinkAbout3rd Quarter Comcast Perf. Summary 2007Comcast
Ocwber 30, ?007
Sent Viz US Mail
Ms. Lorrie Remphcr
City of Auburn
2S West Main St
Auburn. ~'~'A 98001
RE: Performance Suriui~:iry IZepon - 3rd Quarter ?007
Guntt:aSi GaUle
t;B1f, 25th flue We;t
Lvnrwcxd, Wig 9t~t787
Dear Ms Rerriplier:
Enclosed please find the Perfoi-rriancc Surlui~:~ry h~pott for 3rd Quarter ?007. If yvu have
any questions about this repon, please contact me at (425) 471-572.
Sincerel}',
y~~
Ann Svensson
Franchise Ci,Ilttacls Adnitistrator
Comcast - WA M:irlut
Encl.
Cc: Janet L. Twpen, Conicast
hen Rhoades, Comcast
Terry Davis, Comcast
~Iichacl Braille}•, I3r>.ihle}• & Guzetta
Comcast.
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report*
Performance Standards Jul-07 Aug-07 Sep-07 3rd Quarter
90% of Calls Answered within 30 seconds 95.77% 90.00% 85.28% 90.42%
3% or less Bus Si nal 0.1 % 0.0% 0.0% 0.0%
Number of Calls Received 702,892 744,349 714,148 2,161,389
Avera e S eed of Answer 0:17 0:36 0:33 0:28
Average Handle Time (Includes talk and
wra -u
5:29
5:39
5:42
5:37
Number of Calls Abandoned b Caller 6,998 16,365 14,009 37,372
7-day Installation
avers a da s out
6.33
5.74
5.94
6.00
Service Call Responsiveness
Ino picture resolved in 24 hours)
60.63o,a
60.81%
60.54%
60.66°~0
Washington Markel
3rd Quarter 2007