Classic IntradayBarnes and Noble Classic - Intraday Report

LOBForecasted CallsOffered Calls% to ForecastCalls HandledCalls Abandoned% ABANDNForecasted AHTActual AHTAHT%Service LevelOccupancyASAAbsenteeismBnN Classic Overall22172223100%222120.09%48734471%100%61%5.36BnN Classic Member00***00***00***0%0%BnN C Order Status1676159995%159810.06%48935372%100%62%BnN Classic 00***00***ERROR:#DIV/0!******0%***BnN C New Orders100%00***126200%0%0%BnN C Order Payments00***00***00***0%0%BnN C 00***00***66***0%***BnN C Member N Order100%00***3600%0%0%BnN C Member Order Status00***00***00***0%0%BnN C Member Account533621117%62010.16%48331966%99%57%BnN C Member Ord Payment00***00***00***0%0%BnN Classic6350%300.00%369465126%100%38%

Overall Barnes and Noble ClassicTimeForecasted Calls Offered CallsHandled Calls% of Volume% AnsweredForecast AHTActual AHTAHT %SLForecasted ReqActual Req# of Staffing(Planned)# of Staffing(Actual)AbsenteeismReason(SL < 80%)Action Item12:00 AM000000.00%12:30 AM000000.00%1:00 AM000000.00%1:30 AM000000.00%2:00 AM000000.00%2:30 AM000000.00%3:00 AM000000.00%3:30 AM000000.00%4:00 AM000000.00%4:30 AM000000.00%5:00 AM000000.00%5:30 AM000000.00%6:00 AM000000.00%6:30 AM000000.00% 7:00 AM27252594%100%46129865%100%96999.09%7:30 AM313131101%100%57441272%100%1310999.09%8:00 AM506060119%100%51529157%87%181219176.25%8:30 AM68626292%100%43631272%100%201319194.98%9:00 AM66656599%100%48942687%100%221928276.45%9:30 AM839999119%100%51033866%100%282230294.78%10:00 AM889291104%99%52635768%99%302227273.45%10:30 AM92112112122%100%48435273%100%292528273.45%11:00 AM99969697%100%47532568%99%302026270.00%11:30 AM100113113113%100%47230464%100%302229280.00%12:00 PM105111111105%100%49134270%100%332527272.50%12:30 PM99108108109%100%45431169%100%292230292.50%1:00 PM99959596%100%44532172%100%282025251.89%1:30 PM100929292%100%45034777%100%292127262.08%2:00 PM889393105%100%46727759%100%271724231.89%2:30 PM94104104111%100%49231965%100%302224231.89%3:00 PM91898997%100%56534361%100%332127262.67%3:30 PM919797106%100%49734169%100%292226252.27%4:00 PM88102101116%99%47934271%99%272328280.00%4:30 PM798383105%100%52630859%100%271735340.00%5:00 PM82767693%100%484517107%100%262635310.00%5:30 PM78747495%100%49838778%100%261934320.00%6:00 PM65535382%100%50336973%100%221424240.00%6:30 PM686868100%100%51737072%100%231726250.00%7:00 PM64555586%100%46639284%100%201521220.00%7:30 PM575959104%100%45034777%100%181422210.00%8:00 PM45363680%100%46131769%100%15921200.00%8:30 PM46222248%100%53746687%100%17821180.00%9:00 PM33323297%100%48929661%100%1489100.00%9:30 PM35191954%100%44228965%100%115990.00%10:00 PM 10:30 PM 11:00 PM 11:30 PM Total221722232221100%100%48734471%100%

Barnes and Noble Classic - Week to DateLOBForecasted CallsOffered Calls% to ForecastCalls Handled% AnsweredCalls Abandoned% ABANDNForecasted AHTActual AHTAHT%SLBnN Classic Overall *** *** *** *** BnN Classic Member *** *** *** *** BnN Classic Esc *** *** *** *** BnN Classic *** *** *** *** BnN C Nook Books *** *** *** *** BnN C Order Status *** *** *** *** BnN C New Orders *** *** *** *** BnN C Order Payments *** *** *** *** BnN C Member Order Status *** *** *** *** BnN C Member New Orders *** *** *** *** BnN C Member Ord Payment *** *** *** *** BnN C Member Account *** *** *** ***

POST MORTEM

Increase in call volume from start of hoop causing calls to hold on queue beyond SLA goal. Spike in AHT was also seen which contributes in failing SL. Breaks and lunches adjusted. Flagged agents exceeding acw threshold.

Classic Raw58 BN ClassicAll Contact TypesDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM26.52525100.0035.09132.4200.0046129880.0060.0074.13100.0020.0075.3947.41182.764.289.349.349.237.056.227.14-3.129.000.00%9.002.788.722.507:30 AM30.613131100.0028.2992.4200.0057441280.0060.0012.12100.0020.00100.0079.839999.005.179.0612.809.329.659.769.77-3.049.000.00%9.00-0.768.88-0.888:00 AM50.296060100.0066.68132.5900.0051529180.0060.0088.3286.676.6775.6655.42100.3524.5712.9317.8013.0113.3212.4613.48-5.3419.000.00%19.006.5417.495.038:30 AM67.516262100.0079.18117.2900.0043631280.0060.0067.46100.0020.0086.1457.43317.254.3414.9019.8013.9114.6813.4314.81-6.3719.000.00%19.005.5718.705.279:00 AM65.776565100.00103.26157.0000.0048942680.0060.0098.00100.0020.0063.8057.4432.924.2715.6221.5115.2916.2418.7816.32-2.7327.980.00%27.989.2026.788.009:30 AM83.29999100.00103.57124.4800.0051033880.0060.0088.21100.0020.0079.9063.6956.274.3420.7827.6420.5620.5322.0120.71-5.6329.500.00%29.507.4929.117.1010:00 AM88.37929198.9190.74102.6811.0952635780.0060.0041.6898.9118.9197.4367.341305.484.3323.1430.0622.1822.3121.8222.50-8.2426.510.00%26.514.6926.794.9710:30 AM92.1112112100102.47111.260048435280.0060.0067.301002089.8981.31226.576.2621.9328.8421.1021.4525.3621.59-3.4827.550.00%27.552.1926.901.5411:00 AM98.68969610097.698.910047532580.0060.0013.0298.9618.96100.0064.978658.639.3723.6430.1822.2222.2920.4122.46-9.7725.840.00%25.845.4326.586.1711:30 AM100.05113113100108.91108.860047230480.0060.0063.851002091.8767.8271.024.2723.2930.3322.2922.4122.0722.59-8.2628.530.00%28.536.4628.156.0812:00 PM105.2911111110099.4694.460049134280.0060.0013.2010020100.0077.619999.005.825.3733.0524.0924.4324.6624.62-8.3927.240.00%27.242.5827.192.5312:30 PM98.66108108100117.66119.260045431180.0060.0084.981002083.8864.93101.894.222.1928.8921.1221.4021.9621.58-6.9329.670.00%29.677.7128.696.731:00 PM98.59595100102.72104.280044532180.0060.0048.081002095.8868.01693.874.2821.8028.2720.6820.9620.3821.14-7.8925.370.00%25.374.9924.884.51:30 PM99.529292100107.67108.190045034780.0060.0060.711002092.7467.55355.304.3522.1028.8921.1221.4221.2821.60-7.6126.840.00%26.845.5626.234.952:00 PM88.27939310091.02103.120046727780.0060.0040.661002096.9762.081116.354.220.4826.8119.7619.8917.4920.07-9.3223.600.00%23.606.1123.075.582:30 PM94.1110410410086.0891.470049231980.0060.0010.7810020100.0079.799999.006.0822.5729.8721.7722.1121.6822.29-8.1923.500.00%23.501.8223.081.43:00 PM91.32898910085.4293.540056534380.0060.005.7910020100.0064.329999.004.4525.1733.1324.1724.6120.5424.81-12.5926.770.00%26.776.2326.335.793:30 PM91.14979710092.39101.370049734180.0060.0026.921002098.6772.857612.034.321.7629.3021.0421.8621.7721.99-7.5325.510.00%25.513.7425.213.444:00 PM87.7110210199.02106.72121.6710.9847934280.0060.0084.4299.0219.0282.6969.0286.674.8620.4127.3219.7120.3122.9420.47-4.3828.230.00%28.235.2927.814.874:30 PM78.968383100117.98149.420052630880.0060.0098.441002066.9042.2313.024.1820.4727.1519.6920.1417.4820.32-9.6734.500.00%34.5017.0233.6516.175:00 PM81.57676100129.58158.990048451780.0060.0098.751002062.6270.1464.474.3719.3225.8518.5719.1525.8919.320.0435.010.00%35.019.1231.075.185:30 PM78.157474100123.97158.630049838780.0060.0098.751002063.5749.15135.494.3819.6625.5418.1819.1619.2619.33-6.2834.010.00%34.0114.7532.3213.066:00 PM64.81535310085.6132.080050336980.0060.0090.381002075.5144.4269.954.2816.6921.8216.1616.2413.8416.40-7.9824.000.00%24.0010.1624.4510.616:30 PM68.24686810089.06130.510051737080.0060.0090.181002076.8155.1785.834.3417.6823.4217.2217.4317.1817.57-6.2425.510.00%25.518.3325.308.127:00 PM64.05555510081.27126.890046639280.0060.0085.821002078.8655.27125.914.3615.2720.0814.8915.0715.1015.19-4.9821.010.00%21.015.9121.656.557:30 PM56.74595910090.56159.610045034780.0060.0097.301002064.5254.3319.384.2513.3617.5013.0913.0314.3613.17-3.1422.000.00%22.007.6420.936.578:00 PM45.22363610081.94181.200046131780.0060.0099.011002055.2031.799.244.3311.3614.6911.1111.018.9011.14-5.7921.000.00%21.0012.1019.9211.028:30 PM45.61222210068.35149.860053746680.0060.0095.061002066.4231.1346.474.3412.7117.0112.5313.018.4013.04-8.6120.500.00%20.5012.1018.309.99:00 PM40.91323210032.9580.540048929680.0060.004.1210020100.0050.259999.004.2810.8514.2110.7510.648.3310.76-5.889.000.00%9.000.6710.462.139:30 PM35.26191910036.61103.830044228980.0060.0032.051002096.2633.642192.284.248.7211.438.668.595.078.71-6.369.000.00%9.003.938.963.8910:00 PM00080.0060.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.000.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total2217.05222322212642.802271.29356.27261.71265.20259.42267.45-96.89357.09357.0998.44348.8090.27Average46.19515099.9188.09119.2000.09487.37343.7580.0060.0060.8499.5119.4584.0560.752574.555.3611.3014.8410.9011.0511.7911.14-4.0414.8814.884.1015.854.1058 BN Classic599 BnN Classic MemberDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total0.00000.0000.000.000.000.000.000.000.000.000.000.000.000.00Average0.00000.000.0000.000.000.0080.0060.000.000.000.000.000.000.000.000.000.000.000.000.0058 BN Classic872 BnN ClassicDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0.48000.001.11231.2500.00879080.0060.0097.790.0043.400.000.001687.510.000.280.280.200.440.000.44-0.280.540.00%0.540.540.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.170.00%0.170.170.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM0.480000.93193.7500502080.0060.0094.870.0051.45003191.120.000.010.160.030.240.000.24-0.160.260.00%0.260.260.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.040.00%0.040.040.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM0.4800000.00000080.0060.000.000.000.00009999.000.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM0.480001.05218.7500137080.0060.0094.440.0045.60002869.940.000.000.040.010.060.000.06-0.040.080.00%0.080.080.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM0.480000.73152.0800643080.0060.0089.700.0065.91006390.070.000.010.200.030.310.000.31-0.200.260.00%0.260.260.0004:00 PM0.480001.68350.0000203080.0060.0099.100.0028.51001012.980.000.000.060.010.100.000.10-0.060.190.00%0.190.190.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.010.00%0.010.010.0005:00 PM0.4800000.00000080.0060.000.000.000.00009999.000.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM0.480001.35281.250080080.0060.0096.66035.62001872.0000.000.030.000.040.000.04-0.030.060.00%0.060.060.0006:30 PM0.77111001.24161.040021846880.0060.0088.84100200.0062.1155.3855.383510.810.00550.010.110.010.170.200.170.090.150.00%0.15-0.050.470.277:00 PM0.480001.06220.8300457080.0060.0096.110.0045.18002327.590.000.030.150.040.230.000.23-0.150.270.00%0.270.270.0007:30 PM0.480003.59747.920040080.0060.0099.88013.3600380.6400.000.010.000.020.000.02-0.010.080.00%0.080.080.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM0.48111001.04216.6700136455980.0060.0096.94100200.0046.0425.725.71661.460.00440.080.450.130.700.410.70-0.040.790.00%0.790.381.210.89:00 PM011100000036780.0060.000.00100200.0055.079999.0050.000.000.000.000.940.000.940.040.00%0.04-0.900.37-0.579:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total6.053313.7800.210.750.231.160.781.161.001.471.471.651.030.82Average0.1300100.001.38227.7700.00369.25464.6780.0060.0079.971002042.2137.8103730.774.670.010.030.010.050.040.050.040.060.060.070.050.0458 BN Classic1859 BnN C Order StatusDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM22.292020100.0028.98130.0100.0045229780.0060.0072.40100.0020.000.0076.9246.9346.93111.440.004.304.307.717.717.425.744.945.74-2.777.280.00%7.282.347.012.077:30 AM22.192626100.0020.0990.5400.0059144880.0060.000.00100.0020.000.00100.0079.8179.819999.000.005.405.406.499.566.757.078.557.07-1.016.600.00%6.60-1.958.11-0.448:00 AM39.94343100.0053.62134.3900.0048230380.0060.0090.1288.378.370.0074.4159.1959.1928.360.0024.2024.2010.4313.249.789.719.289.71-3.9614.370.00%14.375.0912.242.968:30 AM51.14343100.0057.04111.6200.0047530880.0060.0060.76100.0020.000.0089.5856.0756.07178.170.004.404.4012.5916.3111.6111.929.5111.92-6.8015.040.00%15.045.5313.133.629:00 AM50.694444100.0081.2160.1900.0045945480.0060.0099.33100.0020.000.0062.4262.1862.181.890.004.304.3011.1815.5810.9611.3613.6311.36-1.9520.720.00%20.727.0917.824.199:30 AM60.366969100.0074.09122.7500.0051635280.0060.0087.70100.0020.000.0081.4763.9863.9836.300.004.404.4015.0720.2815.1214.7515.9814.75-4.3021.230.00%21.235.2521.045.0610:00 AM62.3666610063.62102.120054737380.0060.0033.58100200.0097.9268.1468.141217.460.004.34.316.8122.0216.2116.0016.2216.00-5.8019.320.00%19.323.1020.043.8210:30 AM70.03808010076.94109.870048835180.0060.0064.02100200.0091.0282.6682.66151.610.005.45.416.8922.1216.1216.0718.2916.07-3.8320.870.00%20.872.5818.850.5611:00 AM79.6595910077.9897.960046533580.0060.001.18100200.00100.0067.9267.929999.000.009.19.118.4923.8117.2917.3013.4817.30-10.3320.140.00%20.146.6616.112.6311:30 AM77.57737310084.28108.650047227480.0060.0061.34100200.0092.0471.4971.49164.360.004.34.317.5423.5417.0817.0913.4217.09-10.1222.100.00%22.108.6815.512.0912:00 PM76.14727210071.4793.870051536380.0060.000.00100200.00100.0077.6677.669999.000.006.46.418.2625.0417.8718.1617.1818.16-7.8620.440.00%20.443.2618.701.5212:30 PM74.92777710090.27120.490044830580.0060.0086.80100200.0082.9965.265.235.500.004.24.215.7521.6715.4615.7415.4715.74-6.2022.490.00%22.497.0219.994.521:00 PM74.31757510077.39104.140043532480.0060.0043.07100200.0096.0270.2270.22472.500.004.34.315.1920.8714.8515.1616.0015.16-4.8718.700.00%18.702.7019.253.251:30 PM74.41686810080.06107.590044536780.0060.0057.70100200.0092.9468.0968.09212.490.004.44.415.6221.3515.2215.5016.4715.50-4.8819.800.00%19.803.3320.353.882:00 PM65.96747410067.45102.260046426980.0060.0032.63100200.0097.7964.2164.211081.540.004.24.214.6619.9314.3614.5013.2814.50-6.6517.400.00%17.404.1217.233.952:30 PM69.12696910062.4790.380051131580.0060.000.00100200.00100.0081.0481.049999.000.005.15.116.6922.7816.2016.5514.4916.55-8.2917.730.00%17.733.2414.890.43:00 PM68.3656510064.5594.510054235480.0060.000.00100200.00100.0068.6268.629999.000.004.54.517.3023.7816.7817.2815.3217.28-8.4619.440.00%19.444.1218.643.323:30 PM67.28666610066.4298.720050434480.0060.0011.88100200.00100.0076.6376.639999.000.004.34.315.8421.9115.4015.9215.0915.92-6.8218.580.00%18.583.4916.421.334:00 PM64.84696898.5577.54119.5911.4548539780.0060.0084.0398.5518.550.0083.6269.9969.9947.630.004.44.414.7720.4514.3614.8617.9414.86-2.5120.890.00%20.892.9521.433.494:30 PM60.06646410090.18150.150052731880.0060.0099.23100200.0066.6045.4745.472.030.004.24.215.1120.6814.6515.0613.6815.06-7.0026.400.00%26.4012.7224.8111.135:00 PM59.34565610093.9158.240051459480.0060.0099.67100200.0063.1972.0572.050.950.004.44.414.5519.9914.0514.5521.6914.551.7026.830.00%26.835.1425.623.935:30 PM59.14565610094.36159.550048837380.0060.0099.67100200.0062.6750.0650.060.970.004.44.414.1518.9513.7013.8014.0913.80-4.8625.600.00%25.6011.5123.179.086:00 PM50.18404010065.41130.350050131980.0060.0090.83100200.0076.7145.545.524.630.004.34.312.6116.8312.2212.299.1912.29-7.6418.220.00%18.229.0315.556.366:30 PM53.85484810068.7127.580052641880.0060.0089.74100200.0078.3956.0556.0526.770.004.34.313.9218.8213.5713.7213.7813.72-5.0420.080.00%20.086.3019.886.17:00 PM48.25434310061.68127.830045935180.0060.0087.64100200.0078.2353.9853.9836.110.004.44.411.0814.9210.8410.8910.6010.89-4.3215.740.00%15.745.1415.544.947:30 PM44.08454510066.71151.340045536780.0060.0097.47100200.0066.0851.9151.916.280.004.24.210.2213.7510.0210.0611.5010.06-2.2516.880.00%16.885.3817.666.168:00 PM32.68303010059.13180.940047931880.0060.0099.48100200.0055.2739.0639.061.530.004.44.48.2711.038.118.107.158.10-3.8815.740.00%15.748.5913.576.428:30 PM35.63181810051.8145.380054449380.0060.0095.03100200.0068.7834.6434.6413.180.004.34.310.0213.459.839.857.009.85-6.4515.650.00%15.658.6514.247.249:00 PM33.39262610026.8380.350048231980.0060.000.00100200.00100.0050.3250.329999.000.004.34.38.5311.428.448.416.478.41-4.957.180.00%7.180.719.152.689:30 PM28.09151510028.96103.100043331280.0060.0025.19100200.0096.9833.433.41876.640.004.34.36.668.926.616.594.136.59-4.796.970.00%6.972.847.693.5610:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total1676.00159915981983.121201.20270.36195.44197.00191.91197.00-80.15269.22269.2279.26251.8260.35Average34.92363699.9466.10118.3200.06489.00353.0680.0060.0056.9899.6219.5684.5662.170.002661.215.238.3811.268.148.218.728.21-3.3411.2211.223.3011.452.7458 BN Classic1860 BnN C New OrdersDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM10000.9191001262080.0060.0063.22100.0009999.000.830.830.000.840.000.84-0.830.640.00%0.640.640.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.230.00%0.230.230.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total1.00000.9100.420.420.000.420.000.42-0.420.440.440.440.000.00Average0.02000.000.9191.0000.001262.000.0080.0060.0063.2280.599999.000.020.020.000.020.000.02-0.020.020.020.020.000.0058 BN Classic1861 BnN C Order PaymentsDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total0.00000.0000.000.000.000.000.000.000.000.000.000.000.000.00Average0.00000.000.0000.000.000.0080.0060.000.000.000.000.000.000.000.000.000.000.000.000.0058 BN Classic1862 BnN C Member Order SDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total0.00000.0000.000.000.000.000.000.000.000.000.000.000.000.00Average0.00000.000.0000.000.000.0080.0060.000.000.000.000.000.000.000.000.000.000.000.000.0058 BN Classic1863 BnN C Member N OrderDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM1000.00110000.0036080.0060.0071.98100.000.009999.000.020.020.000.020.000.02-0.020.020.00%0.020.020.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total1.00001.0000.010.010.000.010.000.01-0.010.010.010.010.000.00Average0.02000.001.0010000.0036.000.0080.0060.0071.9810099990.000.000.000.000.000.000.000.000.000.000.000.0058 BN Classic1864 BnN C Member Ord PayDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.008:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.009:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0010:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:00 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00011:30 AM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00012:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0001:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0002:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0003:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0004:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0005:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0006:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0007:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0008:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:00 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0009:30 PM00000000080.0060.000.000.0009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00010:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total0.00000.0000.000.000.000.000.000.000.000.000.000.000.000.00Average0.00000.000.0000.000.000.0080.0060.000.000.000.000.000.000.000.000.000.000.000.000.0058 BN Classic1865 BnN C Member AccountDate:6/22/15

TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.0012:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.001:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.002:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.003:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.004:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.005:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:00 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.006:30 AM0000.00000.000080.0060.000.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.000.007:00 AM4.2155100.006.11145.1300.0050730380.0060.0083.29100.0020.000.0068.8949.3649.36560.360.004.204.201.631.631.811.311.281.31-0.351.720.00%1.720.441.710.437:30 AM8.4255100.008.297.3900.0052722280.0060.0044.05100.0020.000.00100.0080.0580.059999.000.004.004.002.573.242.572.581.212.58-2.032.400.00%2.401.190.77-0.448:00 AM10.391717100.0013.06125.7000.0063825980.0060.0081.4082.352.350.0079.5446.6446.64376.780.0025.5025.502.504.563.233.613.183.61-1.384.630.00%4.631.455.252.078:30 AM15.411919100.0021.14137.1800.0033632080.0060.0089.38100.0020.000.0072.9160.6360.63150.190.004.204.202.293.472.302.743.922.740.453.940.00%3.940.025.571.659:00 AM14.62121100.0020.95143.4900.0057736980.0060.0093.38100.0020.000.0069.7048.0348.0386.250.004.204.204.165.654.134.445.154.44-0.506.720.00%6.721.578.963.819:30 AM22.843030100.0029.48129.0700.0049530580.0060.0089.56100.0020.000.0077.4862.9362.93109.030.004.204.205.717.365.445.786.035.78-1.338.100.00%8.102.078.072.0410:00 AM26.07262596.1527.12104.0313.8547731680.0060.0061.0596.1516.150.0096.1364.9964.991515.830.004.44.46.338.045.976.315.606.31-2.447.190.00%7.191.596.751.1510:30 AM21.59323210024.6113.940047035480.0060.0077.33100200.0087.7578.1678.16403.810.008.48.45.026.564.955.147.075.140.516.420.00%6.42-0.658.050.9811:00 AM19.08373710019.62102.830051930880.0060.0062.4097.317.30.0097.2360.4260.423066.720.009.89.85.156.374.934.996.934.990.565.660.00%5.66-1.2710.473.5411:30 AM22.48404010024.63109.560047036080.0060.0072.50100200.0091.2763.2863.28639.040.004.24.25.756.795.215.328.655.321.866.430.00%6.43-2.2212.643.9912:00 PM28.67393910027.9997.630043730480.0060.0048.46100200.00100.0077.577.59999.000.004.74.77.118.016.226.277.486.27-0.536.800.00%6.80-0.688.491.0112:30 PM23.74313110027.39115.370047232580.0060.0079.24100200.0086.6664.3164.31311.420.004.24.26.457.235.665.666.495.66-0.747.180.00%7.180.698.702.211:00 PM24.19202010025.33104.710047430680.0060.0063.47100200.0095.4960.4460.441373.880.004.24.26.617.405.835.804.385.80-3.026.670.00%6.672.295.631.251:30 PM24.63242410026.56107.840047229080.0060.0069.14100200.0092.7265.6565.65737.750.004.24.26.477.495.895.864.815.86-2.686.960.00%6.962.155.881.072:00 PM22.31191910023.57105.650047330980.0060.0064.42100200.0094.6555.7855.781219.270.004.24.25.836.875.405.394.215.39-2.666.200.00%6.201.995.841.632:30 PM24.99353510023.6194.480044032680.0060.0040.58100200.00100.0077.5377.539999.000.00885.887.095.575.567.195.560.105.770.00%5.77-1.428.1913:00 PM23.02242410020.8790.660063231180.0060.0022.97100200.00100.0053.8853.889999.000.004.34.37.879.357.397.335.227.33-4.137.330.00%7.332.117.692.473:30 PM23.38313110025.24107.960047633680.0060.0068.92100200.0092.6365.7965.79768.210.004.34.35.917.195.615.636.685.63-0.516.670.00%6.67-0.018.792.114:00 PM22.39333310027.5122.820046822980.0060.0085.25100200.0081.4165.7965.79179.880.005.85.85.646.815.345.355.005.35-1.817.150.00%7.152.156.381.384:30 PM18.9191910027.8147.090052427880.0060.0095.92100200.0067.9833.1433.1447.920.004.14.15.366.475.045.083.805.08-2.678.090.00%8.094.298.845.045:00 PM21.68202010035.68164.580041330080.0060.0098.43100200.0060.7761.1861.1818.400.004.34.34.775.864.524.604.204.60-1.668.180.00%8.183.985.451.255:30 PM18.01181810028.7159.360048742980.0060.0097.71100200.0062.7646.8746.8729.560.004.34.34.685.764.484.525.174.52-0.597.770.00%7.772.609.153.986:00 PM14.15131310018.84133.140052552480.0060.0088.57100200.0075.1142.5542.55169.540.004.24.24.094.963.943.914.653.91-0.315.490.00%5.490.848.904.256:30 PM13.62191910019.12140.380049724280.0060.0091.99100200.0071.2451.6251.62125.690.004.44.43.754.493.643.543.203.54-1.295.280.00%5.282.084.951.757:00 PM15.32121210018.53120.950048653780.0060.0079.77100200.0082.6658.5558.55339.760.004.24.24.155.014.013.954.503.95-0.515.000.00%5.000.506.111.617:30 PM12.18141410020.26166.340044828480.0060.0096.57100200.0060.1367.3567.3552.540.004.44.43.143.743.072.952.862.95-0.885.040.00%5.042.183.270.418:00 PM12.546610022.81181.900041531080.0060.0097.77100200.0054.9916.2316.2329.310.00443.083.663.002.911.752.91-1.915.260.00%5.263.516.354.68:30 PM9.53310015.51163.260047127180.0060.0095.09100200.0061.2715.8715.8789.750.004.74.72.603.112.572.460.992.46-2.124.060.00%4.063.072.851.869:00 PM7.52551006.1281.380052316180.0060.0022.44100200.00100.0047.6647.669999.000.00442.322.792.312.230.922.23-1.871.780.00%1.780.860.940.029:30 PM7.17441007.65106.690047820080.0060.0058.93100200.0093.7735.0935.093428.840.00442.062.512.052.000.942.00-1.572.030.00%2.031.091.270.3310:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0010:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:00 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.0011:30 PM00080.0060.000.000.009999.000.000.000.000.000.000.000.000.000.00%0.000.000.00Total533.00621620643.99169.4484.7466.0466.6166.7366.61-21.4985.9685.9625.4895.9629.67Average11.10141499.8421.47120.8200.16483.00319.1780.0060.0072.7599.1919.1983.1957.260.002261.065.692.893.532.752.783.032.78-0.903.583.581.064.361.35

Abs % Dump Classic

TimeRequirementsOpenOpen +/-AvailableAvailable +/-In officeIn office +/-Total activitiesLunchADVISE STATUSTardyFlexForce FlexPlanned PTOUnplanned AbsencePlanned AbsenceUnplanned PTONo Call No ShowEOUTLOASick - Dr. NoteBereavement - PaidBereavement - UnpaidMAT/PAT LeaveSuspension - MNLHoliday!Jury DutySup RemovalDNU - Late w/AdviseDNU - Birthday LeaveDNU- Consecutive OutDNU - AWOLDNU - Previous Susp.DNU - FurloughDNU - Absent w/AdvisDNU - Paternity MNLAttritionDNU - SabbaticalBuy BackWeather ClosureConversionCarryover VacationJob InjuryCritical Days - OutPriority Days - OUTFloating Holiday12:00 AM0.000.000.000.000.000.000.0012:30 AM0.000.000.000.000.000.000.001:00 AM0.000.000.000.000.000.000.001:30 AM0.000.000.000.000.000.000.002:00 AM0.000.000.000.000.000.000.002:30 AM0.000.000.000.000.000.000.003:00 AM0.000.000.000.000.000.000.003:30 AM0.000.000.000.000.000.000.004:00 AM0.000.000.000.000.000.000.004:30 AM0.000.000.000.000.000.000.005:00 AM0.000.000.000.000.000.000.005:30 AM0.000.000.000.000.000.000.006:00 AM0.000.000.000.000.000.000.006:30 AM0.000.000.000.000.000.000.007:00 AM6.0210.003.9810.003.9811.004.981.0017:30 AM8.1710.001.8310.001.8311.002.831.0018:00 AM10.2714.003.7314.003.7321.0010.732.001.0018:30 AM10.3818.077.6919.008.6221.0010.622.001.0019:00 AM12.0813.501.4215.503.4222.009.922.001.0019:30 AM13.3318.935.6020.006.6722.008.672.001.00110:00 AM13.4224.0010.5824.0010.5826.0012.584.0012.00110:30 AM14.3424.009.6624.009.6626.0011.664.0012.00111:00 AM14.8415.500.6616.501.6620.005.1615.0012.003.0011:30 AM14.2218.003.7819.004.7820.005.7815.0012.003.0012:00 PM16.1016.00-0.1017.000.9021.004.9014.0010.003.00112:30 PM17.7416.00-1.7417.00-0.7421.003.2614.00103.0011:00 PM17.2029.0011.8030.0012.8033.0015.8014.0010.002.001.0011:30 PM16.4824.007.5225.008.5233.0016.5214.0010.002.001.0012:00 PM15.5628.0012.4429.0013.4432.0016.4415.0010.003.00112:30 PM17.1628.0010.8429.0011.8432.0014.8415.0010.003.00113:00 PM15.6931.5015.8132.5016.8142.0026.315.001.002.001.0013:30 PM16.4338.0021.5739.0022.5742.0025.575.001.002.001.0014:00 PM15.8525.509.6526.5010.6531.0015.154.0012.001.004:30 PM13.7025.0011.3026.0012.3031.0017.304.0012.001.005:00 PM15.0517.001.9518.002.9520.004.954.0022.005:30 PM12.5117.004.4918.005.4920.007.494.0022.006:00 PM12.5219.006.4819.006.4820.007.483.002.0016:30 PM13.0219.005.9819.005.9820.006.983.002.0017:00 PM9.1712.503.3312.503.3315.005.832.001.0017:30 PM9.7310.500.7710.500.7715.005.272.001.0018:00 PM9.5810.000.4210.000.4211.001.421.0018:30 PM8.6110.001.3910.001.3911.002.391.0019:00 PM7.7410.002.2610.002.2611.003.261.0019:30 PM5.3910.004.6110.004.6111.005.611.00110:00 PM0.000.000.000.000.000.000.0010:30 PM0.000.000.000.000.000.000.0011:00 PM0.000.000.000.000.000.000.0011:30 PM0.000.000.000.000.000.000.00Average7.9611.713.8212.084.1514.006.049.885.882.001.001CT: 872 BnN Classic0000000CT: 1859 BnN C Order Status0000000CT: 1860 BnN C New Orders0000000CT: 1861 BnN C Order Payments0000000CT: 1863 BnN C Member N Order12/31/99000000CT: 1864 BnN C Member Ord Pay0000000CT: 1865 BnN C Member Account0000000CT: 1854 BnN D Other Devices0000000CT: 1855 BnN D Nook Apps0000000CT: 1856 BnN D Nook Study0000000CT: 1857 BnN D News Stand0000000CT: 1927 BnN Nook Chalk00000002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM00000000080600009999000000000.00%00007:30 AM00000000080600009999000000000.00%00008:00 AM00000000080600009999000000000.00%00008:30 AM00000000080600009999000000000.00%00009:00 AM00000000080600009999000000000.00%00009:30 AM00000000080600009999000000000.00%000010:00 AM00000000080600009999000000000.00%000010:30 AM00000000080600009999000000000.00%000011:00 AM00000000080600009999000000000.00%000011:30 AM00000000080600009999000000000.00%000012:00 PM0008060009999000000000.00%00012:30 PM0008060009999000000000.00%0001:00 PM0008060009999000000000.00%0001:30 PM0008060009999000000000.00%0002:00 PM0008060009999000000000.00%0002:30 PM0008060009999000000000.00%0003:00 PM0008060009999000000000.00%0003:30 PM0008060009999000000000.00%0004:00 PM0008060009999000000000.00%0004:30 PM0008060009999000000000.00%0005:00 PM0008060009999000000000.00%0005:30 PM0008060009999000000000.00%0006:00 PM0008060009999000000000.00%0006:30 PM0008060009999000000000.00%0007:00 PM0008060009999000000000.00%0007:30 PM0008060009999000000000.00%0008:00 PM0008060009999000000000.00%0008:30 PM0008060009999000000000.00%0009:00 PM0008060009999000000000.00%0009:30 PM0008060009999000000000.00%00010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total00000000000000000Average000000000806000000000000058 BN Classic872 BnN ClassicDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM00000000080600009999000000000.00%000012:30 AM00000000080600009999000000000.00%00001:00 AM00000000080600009999000000000.00%00001:30 AM00000000080600009999000000000.00%00002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM2.2331005.03228.6400308300806096.1410020043.7673.8973.89302.330550.520.520.460.520.6100.090.860.00%0.860.250.680.077:30 AM2.880004.5156.25003080806086.71063.9800774.2900.770.670.560.6701.52-0.670.770.00%0.770.77008:00 AM3.61331007.37204.1600308552806096.0210020049.0171.0871.08205.02016.716.70.450.810.490.861.080.960.271.260.00%1.260.181.290.218:30 AM4.55111009.53209.4500308284806097.5510020047.7545.3345.33127.310550.770.990.790.960.421.58-0.571.630.00%1.631.210.35-0.079:00 AM5.47441006.75123.400280382806079.8810020081.0955.8855.881137.5209.89.80.721.050.841.071.071.620.021.050.00%1.05-0.021.420.359:30 AM5.9771006.53110.6800543406806071.2385.715.71090.3682.3282.322457.94041.641.61.592.181.82.151.983.03-0.21.970.00%1.97-0.011.92-0.0610:00 AM5.97661008.59143.8900425392806089.9450-30069.4670.7270.72388.18089.789.71.361.711.361.761.612.51-0.12.030.00%2.030.421.850.2410:30 AM6.09331009.5155.9900449449806093.3410020064.0957.8757.87242.2205.35.31.511.841.451.881.164.21-0.682.370.00%2.371.211.280.1211:00 AM6.58771007.68116.7200384351806078.4810020085.6570.770.71329.7505.35.31.341.681.341.651.633.04-0.051.640.00%1.640.011.930.311:30 AM5.82331008.0913900347710806087.3810020071.9565.5565.55513.9705.35.31.151.371.111.371.472.230.11.560.00%1.560.091.80.3312:00 PM6.1910.42168.34311806094.65059.4197.8801.141.31.131.2902.04-1.31.80.00%1.81.8012:30 PM6.639.07136.8343806087.51073.13476.2901.321.521.31.5802.07-1.521.730.00%1.731.7301:00 PM6.3314.04221.8308806099.08045.154.2401.151.311.131.2702.23-1.312.40.00%2.42.401:30 PM6.2312.26196.79292806097.73050.8102.4101.081.231.061.2802.2-1.231.990.00%1.991.9902:00 PM6.088.01131.74562806086.07075.9573.0201.972.291.942.3602.34-2.292.50.00%2.52.502:30 PM6.468.36129.41390806085.15077.24653.0501.451.661.421.7102.62-1.661.810.00%1.811.8103:00 PM6.2113.69220.45347806099.1045.3651.4901.271.451.251.4602.92-1.452.640.00%2.642.6403:30 PM6.3612.44195.6417806098.4051.1476.1701.521.761.51.8402.04-1.762.880.00%2.882.8804:00 PM6.0911.33186.04356806097.1053.73118.1201.281.461.261.4902.6-1.462.240.00%2.242.2404:30 PM5.3510.07188.22384806097.04053.15132.9201.221.41.211.3802.86-1.42.150.00%2.152.1505:00 PM5.596.78121.29374806079.89082.481198.901.231.411.221.4202.6-1.411.410.00%1.411.4105:30 PM5.2510.5200185806096.42050164.2200.60.670.590.6801.31-0.671.080.00%1.081.0806:00 PM4.877.3149.9399806089.34066.7426.5601.191.361.181.3602.24-1.361.620.00%1.621.6206:30 PM4.59.69215.33284806097.83046.42122.0400.790.890.770.8902.2-0.891.530.00%1.531.5307:00 PM4.27.66182.38634806096.28054.8162.3101.621.881.61.8803.18-1.882.70.00%2.72.707:30 PM3.6410.6291.21394806099.71034.3336.4700.911.050.91.0502.14-1.052.320.00%2.322.3208:00 PM3.493.96113.47282806070.96088.173548.2200.640.720.630.7201.36-0.720.620.00%0.620.6208:30 PM2.913.42117.53563806070.34085.012964.1101.081.231.061.2301.76-1.231.070.00%1.071.0709:00 PM2.336.99300345806099.1033.3195.7500.570.630.560.6301.63-0.631.340.00%1.341.3409:30 PM2.226.33285.14327806098.77035.05134.2100.510.560.50.5601.44-0.561.150.00%1.151.15010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total1503737256.49016.3619.316.2119.495.5232.24-14.2726.0626.0620.586.260.88Average3.13221008.55170.9900374.01418.76806090.4389.1919.5259.868.250588.7227.230.680.80.680.810.461.34-0.591.091.090.860.520.0758 BN Classic1859 BnN C Order StatusDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM00000000080600009999000000000.00%000012:30 AM00000000080600009999000000000.00%00001:00 AM00000000080600009999000000000.00%00001:30 AM00000000080600009999000000000.00%00002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM23.27212110038.52165.5400474402806094.490.4810.48060.4165.6665.6612.12014.114.18.58.57.998.56.797.04-1.7110.140.00%10.143.357.110.327:30 AM30.35282810047.12155.2600391363806092.7510020064.4156.9956.9915.2704.24.27.38.917.388.917.826.86-1.0910.230.00%10.232.419.92.088:00 AM38.14515110073.25192.0600350312806099.5298.0418.04052.0766.5266.520.9508.88.88.39.768.329.7811.238.081.4714.240.00%14.243.0113.272.048:30 AM48.07383810091.21189.7400358333806099.8210020052.736.4636.460.3905.25.211.7512.1310.3212.149.329.69-2.8118.150.00%18.158.8319.269.949:00 AM57.74494910064110.8400364275806052.6689.89.8090.2257.4657.46182.45014.314.313.0614.4412.3514.439.7110.23-4.7312.950.00%12.953.24133.299:30 AM62.3150499878.5125.9812343475806084.6270-10079.3787.7487.7433.98039.639.612.414.5312.1114.5316.210.91.6714.950.00%14.95-1.2514.73-1.4710:00 AM63.11757498.6783.94133.0111.33391320806092.2448-32075.1868.7968.7915.650101.4101.414.7816.6214.8616.6116.0311.5-0.5918.230.00%18.232.218.962.9310:30 AM64.36747410093.58145.400373349806097.3698.6518.65068.7769.8469.845.2507.27.214.7816.1614.216.1517.1811.581.0219.390.00%19.392.2120.523.3411:00 AM69.56383810070.84101.8400432550806019.7410020098.1967.7867.781284.5904.54.518.6519.917.4719.9114.6713.49-5.2316.990.00%16.992.3217.142.4711:30 AM61.5565598.2184.86137.9811.79377377806094.398.2118.21072.4765.3565.3511.0904.44.414.4515.7114.3515.7114.4911.87-1.2217.760.00%17.763.2717.563.0712:00 PM65.4497.03148.27370806097.94067.443.93015.0516.3514.9716.35011.6-16.3519.960.00%19.9619.96012:30 PM70.0991.12130400806091.54076.9216.32017.218.7117.1118.7013.02-18.7120.260.00%20.2620.2601:00 PM66.87129.88194.23401806099.99051.490.02016.5317.9716.4417.98013.87-17.9728.960.00%28.9628.9601:30 PM65.8114.98174.74379806099.87057.230.29015.4816.8315.3916.85012.63-16.8324.240.00%24.2424.2402:00 PM64.2782.65128.6417806089.83077.7621.34016.517.9416.4117.97017.25-17.9419.160.00%19.1619.1602:30 PM68.372.72106.47450806043.24093.92293.29018.7420.3918.6420.39016.02-20.3918.20.00%18.218.203:00 PM65.62127.38194.12387806099.99051.520.03015.717.0615.6117.06013.49-17.0627.360.00%27.3627.3603:30 PM67.23124.03184.49437806099.98054.20.05017.9519.5317.8619.51014.1-19.5330.080.00%30.0830.0804:00 PM64.36105.65164.15376806099.57060.920.93015.0416.3414.9616.33013.58-16.3422.090.00%22.0922.0904:30 PM56.4994.84167.89421806099.62059.560.78014.916.1914.8216.19012.91-16.1922.20.00%22.222.205:00 PM59.0866.07111.83435806059.07089.41147.14015.9417.3215.8517.31014.75-17.3215.950.00%15.9515.9505:30 PM55.589.65161.53355806098.8061.912.26012.5913.6612.5213.66012.14-13.6617.70.00%17.717.706:00 PM51.4881.97159.23330806098.05062.83.94010.9611.910.9111.909.37-11.915.050.00%15.0515.0506:30 PM47.5487.6184.27400806099.79054.270.44012.2513.312.1913.309.63-13.319.460.00%19.4619.4607:00 PM44.3278.06176.13375806099.35056.771.37010.8211.7410.7711.7409.73-11.7416.260.00%16.2616.2607:30 PM38.4188.36230.04350806099.98043.470.0609.059.89.019.807.43-9.817.180.00%17.1817.1808:00 PM36.835.3896.14364806000100999909.049.798.999.7907.14-9.797.150.00%7.157.1508:30 PM30.7139.78129.53379806074.58077.277.0408.048.788.705.57-8.78.370.00%8.378.3709:00 PM24.755.59225.06345806099.59044.440.8306.246.746.216.7405.38-6.7410.660.00%10.6610.6609:30 PM23.5447.25200.72399806098.84049.822.3806.87.336.777.3306.46-7.3310.480.00%10.4810.48010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total1584.964804772435.813194.4212.13191.39212.1461.72163.66-154.57261.9261.9201.4375.7315.48Average33.02202099.3881.19153.6800.63389366.95806085.4286.6717.7265.3964.060320.0525.478.18.847.978.845.146.82-6.4410.9110.918.396.311.2958 BN Classic1860 BnN C New OrdersDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM00000000080600009999000000000.00%000012:30 AM00000000080600009999000000000.00%00001:00 AM00000000080600009999000000000.00%00001:30 AM00000000080600009999000000000.00%00002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM00000000080600009999000000000.00%00007:30 AM00000000080600009999000000000.00%00008:00 AM00000000080600009999000000000.00%00008:30 AM00000000080600009999000000000.00%00009:00 AM0.650001.03158.46004520806088.92062.81004053.3800.20.200.2601.18-0.20.260.00%0.260.26009:30 AM0.670001.94289.5500740806096.95034.52001229.87000.0300.0300.43-0.030.080.00%0.080.080010:00 AM1.580002.62165.82002890806092.13060.33001357.2800.030.3100.3201.46-0.310.420.00%0.420.420010:30 AM1.290002.59200.78005140806096.19049.7700791.5300.030.4500.4701.89-0.450.740.00%0.740.740011:00 AM1.010001.77175.25008860806094.23057.17001440.5900.050.5900.5702.3-0.590.870.00%0.870.870011:30 AM1.420004.07286.62002870806099.32034.8600306.300.020.2800.2901.38-0.280.650.00%0.650.650012:00 PM1.293.7286.8268806097.32034.87592.22000.0600.0700.56-0.060.140.00%0.140.14012:30 PM0008060009999000000000.00%0001:00 PM0.661.98300355806099.09033.39769.1200.010.1600.1601.06-0.160.390.00%0.390.3901:30 PM0.791.57198.73310806094.51050.321822.0800.010.1600.1701.07-0.160.270.00%0.270.2702:00 PM0.651.29198.46476806095.34050.522120.6500.010.2100.2201.21-0.210.340.00%0.340.3402:30 PM0.71.13161.43381806090.04061.773617.7800.010.1800.1901.12-0.180.240.00%0.240.2403:00 PM0.661.79271.21463806098.78036.89892.1100.010.2100.2201.21-0.210.460.00%0.460.4603:30 PM0.672.46367.16154806099.27027.24644.48000.0700.0700.66-0.070.210.00%0.210.2104:00 PM0.671.52226.87391806096.85044.121495.7700.010.1800.1801.12-0.180.330.00%0.330.3304:30 PM0.671.46217.91754806096.95045.991332.6600.020.3400.3401.61-0.340.610.00%0.610.6105:00 PM1.342.17161.94531806091.33061.771554.7800.030.4800.501.98-0.480.640.00%0.640.6405:30 PM0.672.9432.84137806099.58023.13467.15000.0600.0600.62-0.060.220.00%0.220.2206:00 PM0.651.31201.54633806095.42049.681864.8600.020.2900.2901.42-0.290.460.00%0.460.4606:30 PM0.671.93288.06402806098.77034.78792.900.010.1900.1901.13-0.190.430.00%0.430.4307:00 PM000806000999900000000.040.00%0.040.0407:30 PM0008060009999000000000.00%0008:00 PM0.680.78114.71554806074.27087.2999900.020.2800.2801.35-0.280.240.00%0.240.2408:30 PM0.6500080600009999000000000.060.00%0.060.0609:00 PM0008060009999000000000.00%0009:30 PM0008060009999000000000.00%00010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total18.040040.0100.252.3702.44012.38-2.374.054.054.0500Average0.380002221.7800384.960806091.3847.631967.310.010.100.100.52-0.10.170.170.170058 BN Classic1861 BnN C Order PaymentsDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM00000000080600009999000000000.00%000012:30 AM00000000080600009999000000000.00%00001:00 AM00000000080600009999000000000.00%00001:30 AM00000000080600009999000000000.00%00002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM00000000080600009999000000000.00%00007:30 AM00000000080600009999000000000.00%00008:00 AM00000000080600009999000000000.00%00008:30 AM00000000080600009999000000000.00%00009:00 AM00000000080600009999000000000.00%00009:30 AM00000000080600009999000000000.00%000010:00 AM00000000080600009999000000000.00%000010:30 AM00000000080600009999000000000.00%000011:00 AM00000000080600009999000000000.00%000011:30 AM00000000080600009999000000000.00%000012:00 PM0008060009999000000000.00%00012:30 PM0008060009999000000000.00%0001:00 PM0.561.96350221806099.2028.63806.8100.080.0800.1200.81-0.080.240.00%0.240.2401:30 PM000806000999900000000.010.00%0.010.0102:00 PM0008060009999000000000.00%0002:30 PM0.670.93138.81502806086.03071.96240.1500.220.2200.2401.38-0.220.260.00%0.260.2603:00 PM000806000999900000000.040.00%0.040.0403:30 PM0008060009999000000000.00%0004:00 PM0008060009999000000000.00%0004:30 PM0008060009999000000000.00%0005:00 PM0008060009999000000000.00%0005:30 PM0008060009999000000000.00%0006:00 PM0008060009999000000000.00%0006:30 PM0008060009999000000000.00%0007:00 PM0008060009999000000000.00%0007:30 PM0008060009999000000000.00%0008:00 PM0008060009999000000000.00%0008:30 PM0008060009999000000000.00%0009:00 PM0008060009999000000000.00%0009:30 PM0.671.65246.27403806096.06040.551187.800.210.2100.2101.22-0.210.370.00%0.370.37010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total1.9004.5400.260.2600.2901.71-0.260.460.460.4600Average0.040001.51238.9500384.330806093.4544.12857.130.010.0100.0100.07-0.010.020.020.020058 BN Classic1862 BnN C Member Order SDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM00000000080600009999000000000.00%000012:30 AM00000000080600009999000000000.00%00001:00 AM00000000080600009999000000000.00%00001:30 AM00000000080600009999000000000.00%00002:00 AM00000000080600009999000000000.00%00002:30 AM00000000080600009999000000000.00%00003:00 AM00000000080600009999000000000.00%00003:30 AM00000000080600009999000000000.00%00004:00 AM00000000080600009999000000000.00%00004:30 AM00000000080600009999000000000.00%00005:00 AM00000000080600009999000000000.00%00005:30 AM00000000080600009999000000000.00%00006:00 AM00000000080600009999000000000.00%00006:30 AM00000000080600009999000000000.00%00007:00 AM00000000080600009999000000000.00%00007:30 AM00000000080600009999000000000.00%00008:00 AM00000000080600009999000000000.00%00008:30 AM00000000080600009999000000000.00%00009:00 AM00000000080600009999000000000.00%00009:30 AM00000000080600009999000000000.00%000010:00 AM00000000080600009999000000000.00%000010:30 AM00000000080600009999000000000.00%000011:00 AM00000000080600009999000000000.00%000011:30 AM00000000080600009999000000000.00%000012:00 PM0008060009999000000000.00%00012:30 PM0008060009999000000000.00%0001:00 PM0008060009999000000000.00%0001:30 PM0008060009999000000000.00%0002:00 PM0008060009999000000000.00%0002:30 PM0008060009999000000000.00%0003:00 PM0008060009999000000000.00%0003:30 PM0008060009999000000000.00%0004:00 PM0.541.54285.19385806098.650351112.8500.140.1400.1500.81-0.140.330.00%0.330.3304:30 PM000806000999900000000.040.00%0.040.0405:00 PM0008060009999000000000.00%0005:30 PM0008060009999000000000.00%0006:00 PM0008060009999000000000.00%0006:30 PM0008060009999000000000.00%0007:00 PM0008060009999000000000.00%0007:30 PM0008060009999000000000.00%0008:00 PM0008060009999000000000.00%0008:30 PM0008060009999000000000.00%0009:00 PM0008060009999000000000.00%0009:30 PM0008060009999000000000.00%00010:00 PM0008060009999000000000.00%00010:30 PM0008060009999000000000.00%00011:00 PM0008060009999000000000.00%00011:30 PM0008060009999000000000.00%000Total0.54001.5400.070.0700.0800.41-0.070.190.190.1900Average0.010001.54285.19003850806098.6531.221112.85000000.0200.010.010.010058 BN Classic1863 BnN C Member N OrderDate:6/11/14TimeRev received ContactsActual received ContactsHandled actual ContactsHandled actual % ContactsHandled scheduled ContactsRev accessibility% ContactsAbandoned actual ContactsAbandoned actual % ContactsRev AHTActual AHTGoal percent Service levelGoal secs Service levelRev Service levelActual Service level+/- Service levelGoal OccupancyRev OccupancyActual Occupancy+/- OccupancyRev ASAGoal ASAActual ASA+/- ASAIntra RequirementsRev RequirementsRun RequirementsCopied RequirementsActual RequirementsOriginal RequirementsActual - Revised RequirementsOpen Scheduled openAdjustment Scheduled openAdjusted open Scheduled openOpen - Actual Scheduled openStaff Estimated staffStaff - Actual Estimated staff12:00 AM000