Re: [AFMUG] Splice Cases

[Chuck McCown]

I see trays but not enclosures.

Link?

From: Erich Kaiser 
Sent: Sunday, March 11, 2018 4:54 PM
To: af@afmug.com 
Subject: Re: [AFMUG] Splice Cases

They do have one for 144 count fiber on their website, looks to be about $44 

Erich Kaiser

North Central Tower
er...@northcentraltower.com
Office: 815-570-3101





On Sun, Mar 11, 2018 at 5:26 PM, Chuck McCown  wrote:

  Is there any FS type lower cost splice cases out in the world yet?  

  I say FS type because everything Fiber Store does is 20% the cost of everyone 
else.

  Hoping for something lower cost.  Not really an area you want to cut corners 
on, but they sure are expensive.  Say you feed 144 strands in and out of a 
typical splice case that has a port that will take 6 drops.  You will be paying 
$120-$240 for something like that.  $20 to $40 per drop just for the splice 
case.  
  Add in an equal amount for the hand hole, you could be in $80 per customer 
before electronics just to make the splice.  

Re: [AFMUG] Outdoor Enclosure

[Dennis Burgess]

Matt,



We have stock on these.

[cid:image001.png@01D3B967.E197AC20]

https://www.linktechs.net/productcart/pc/viewPrd.asp?idproduct=2517=0



We have them custom made just for our applications, and have a pole mount kit 
for them.





Dennis Burgess

www.linktechs.net – 314-735-0270 x103 – dmburg...@linktechs.net



-Original Message-
From: Af [mailto:af-boun...@afmug.com] On Behalf Of Matt
Sent: Friday, March 9, 2018 4:54 PM
To: af@afmug.com
Subject: [AFMUG] Outdoor Enclosure



Looking for outdoor enclosure that will hold a Packetflux RackInjector and 
Mikrotik rack mount 24 port CRS.  Something small enough I can pole mount.  
Anyone know of anything?

Re: [AFMUG] Serverplus

[Matt Hoppes]

GTC does this too. I don’t know why it’s so hard. 

The company I used to work for was “Indigo Wireless”. They always say In Dee 
Go. 

> On Mar 11, 2018, at 14:50, Sterling Jacobson  wrote:
> 
> They are working well for us, and I have a horrible generic support DT, lol!
>  
> I have had zero complaints from my customers so far this year, so I think 
> they are doing well.
>  
> The only feedback I’ve had is customers hear our company name pronounced five 
> different ways, even though the DT instructs the proper pronunciation.
>  
> But it’s a made-up name so my customer are always confused on pronunciation 
> themselves.
>  
>  
> From: Af  On Behalf Of ch...@wbmfg.com
> Sent: Saturday, March 10, 2018 11:25 AM
> To: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> I would add that Layne’s service is only as good as the decision tree that 
> you provide to him.  The more detailed DT, the better the service will be. 
>  
> From: Layne Sisk
> Sent: Saturday, March 10, 2018 10:48 AM
> To: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> I would like to share some solid stats with the group.  Please see those 
> below.  The comment about a decline is hard to address without looking at 
> stats.  Kind of like the user that calls you and vaguely  says “My internet 
> seems slow” when you have stats that show they are getting more than they are 
> paying for.  We have hired a number of new people recently because we have 
> grown and have added a new office but as Justin said this is a slow time of 
> the year so we also took advantage of this time to get rid of some of our 
> weaker performers.  Here are the company wide stats for the past week with 
> some comments about them, I would stack these up against any call center in 
> the world.  Sorry if I come on strong, but as you all know this is my baby 
> and I care a lot about it just like you do about your networks.  I know we 
> are not perfect, out of 6000 calls I am sure we made a mistake or two and I 
> am happy to address any individual issue directly, but I am pretty proud of 
> what we do. 
>  
>  
> OFFICE STATS
> SP
> GOAL
> Comment
> AVERAGE TALK TIME
> 0:11:05
> 0:10:00
> Down from over 13 min 2 months ago
>   TOTAL TALK TIME VS SCHEDULED
> 69.94%
> 80%
> This is agent utilization
> SURVEY SCORE
> 91.66%
> 95%
> 91.66% of callers would recommend the service That  is a number any company 
> would kill for
> SURVEY TAKEN
> 20.57%
> 20%
> A full 20% of callers responded to our survey, that number is unheard of
> TECH ESCALATION
> 39.31%
> 20%
> Higher escalation percentage this week because of the storms and significant 
> network outages
> ESCALATION APPROVAL TIME
> 0:11:47
> 0:10:00
> Down from over 30 min 4 months ago
> QA SCORE
> 92.05%
> 95%
> Happy to share our QA form with anyone who would like to see it
>  
>  
>  
>  
>  
>  
>  
>  
>  
> COMPANY STATS
> SP
> GOAL
>  
>  
>  
>  
>  
> CALL WAIT TIME
> 0:01:52
> 2:00
> Less than 2 min wait time even though our SLA is less than 3
> BILLABLE CALLS
> 6112
> 10,000
> Reflection of the slow season
>  
>  
>  
>  
> ABANDONED TIME
> 0.37
> 2:00
> Outage recordings cause people to hang up once they hear the recording
>  
>  
>  
>  
>  
>  
>  
>  
> CALLS TAKEN PER HOUR
> 4.10
> 5.45
> This is calls answered per worked hour
>  
>  
>  
>  
>  
>  
> Layne Sisk
> ServerPlus
> 801.426.8283, ext 102
> 
> 
> 
> 
>   
>  
> From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
> Sent: Friday, March 09, 2018 10:30 PM
> To: af@afmug.com
> Subject: [AFMUG] Serverplus
>  
> Has anyone noted a consistent decline in quality with these guys, and a large 
> number of different tech names in their tickets?
> Its almost looking like they outsourced their outsourcing.

[AFMUG] Splice Cases

[Chuck McCown]

Is there any FS type lower cost splice cases out in the world yet?  

I say FS type because everything Fiber Store does is 20% the cost of everyone 
else.

Hoping for something lower cost.  Not really an area you want to cut corners 
on, but they sure are expensive.  Say you feed 144 strands in and out of a 
typical splice case that has a port that will take 6 drops.  You will be paying 
$120-$240 for something like that.  $20 to $40 per drop just for the splice 
case.  
Add in an equal amount for the hand hole, you could be in $80 per customer 
before electronics just to make the splice.  

Re: [AFMUG] Splice Cases

[Steve Utick]

They are listed under WDM & Optical Access:

https://www.fs.com/c/fiber-optic-splice-closure-17

On Sun, Mar 11, 2018 at 5:36 PM, Chuck McCown  wrote:

> I see trays but not enclosures.
>
> Link?
>
> *From:* Erich Kaiser
> *Sent:* Sunday, March 11, 2018 4:54 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Splice Cases
>
> They do have one for 144 count fiber on their website, looks to be about
> $44
>
> Erich Kaiser
> North Central Tower
> er...@northcentraltower.com
> Office: 815-570-3101 <(815)%20570-3101>
>
>
>
>
> On Sun, Mar 11, 2018 at 5:26 PM, Chuck McCown  wrote:
>
>> Is there any FS type lower cost splice cases out in the world yet?
>>
>> I say FS type because everything Fiber Store does is 20% the cost of
>> everyone else.
>>
>> Hoping for something lower cost.  Not really an area you want to cut
>> corners on, but they sure are expensive.  Say you feed 144 strands in and
>> out of a typical splice case that has a port that will take 6 drops.  You
>> will be paying $120-$240 for something like that.  $20 to $40 per drop just
>> for the splice case.
>> Add in an equal amount for the hand hole, you could be in $80 per
>> customer before electronics just to make the splice.
>>
>
>

Re: [AFMUG] Splice Cases

[Kevin Radunz]

Search for splice closure instead of splice case.
Problem I think is these ship from China so either slow boat shipping and
waiting 2 months or very expensive shipping.


> I see trays but not enclosures.
>
> Link?
>
> From: Erich Kaiser
> Sent: Sunday, March 11, 2018 4:54 PM
> To: af@afmug.com
> Subject: Re: [AFMUG] Splice Cases
>
> They do have one for 144 count fiber on their website, looks to be about
> $44
>
> Erich Kaiser
>
> North Central Tower
> er...@northcentraltower.com
> Office: 815-570-3101
>
>
>
>
>
> On Sun, Mar 11, 2018 at 5:26 PM, Chuck McCown  wrote:
>
>   Is there any FS type lower cost splice cases out in the world yet?
>
>   I say FS type because everything Fiber Store does is 20% the cost of
> everyone else.
>
>   Hoping for something lower cost.  Not really an area you want to cut
> corners on, but they sure are expensive.  Say you feed 144 strands in
> and out of a typical splice case that has a port that will take 6 drops.
>  You will be paying $120-$240 for something like that.  $20 to $40 per
> drop just for the splice case.
>   Add in an equal amount for the hand hole, you could be in $80 per
> customer before electronics just to make the splice.
>

Re: [AFMUG] Serverplus

[Sterling Jacobson]

They are working well for us, and I have a horrible generic support DT, lol!

I have had zero complaints from my customers so far this year, so I think they 
are doing well.

The only feedback I’ve had is customers hear our company name pronounced five 
different ways, even though the DT instructs the proper pronunciation.

But it’s a made-up name so my customer are always confused on pronunciation 
themselves.


From: Af  On Behalf Of ch...@wbmfg.com
Sent: Saturday, March 10, 2018 11:25 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

I would add that Layne’s service is only as good as the decision tree that you 
provide to him.  The more detailed DT, the better the service will be.

From: Layne Sisk
Sent: Saturday, March 10, 2018 10:48 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

I would like to share some solid stats with the group.  Please see those below. 
 The comment about a decline is hard to address without looking at stats.  Kind 
of like the user that calls you and vaguely  says “My internet seems slow” when 
you have stats that show they are getting more than they are paying for.  We 
have hired a number of new people recently because we have grown and have added 
a new office but as Justin said this is a slow time of the year so we also took 
advantage of this time to get rid of some of our weaker performers.  Here are 
the company wide stats for the past week with some comments about them, I would 
stack these up against any call center in the world.  Sorry if I come on 
strong, but as you all know this is my baby and I care a lot about it just like 
you do about your networks.  I know we are not perfect, out of 6000 calls I am 
sure we made a mistake or two and I am happy to address any individual issue 
directly, but I am pretty proud of what we do.


OFFICE STATS









SP

GOAL

Comment

AVERAGE TALK TIME









0:11:05

0:10:00

Down from over 13 min 2 months ago

  TOTAL TALK TIME VS SCHEDULED









69.94%

80%

This is agent utilization

SURVEY SCORE









91.66%

95%

91.66% of callers would recommend the service That  is a number any company 
would kill for

SURVEY TAKEN









20.57%

20%

A full 20% of callers responded to our survey, that number is unheard of

TECH ESCALATION









39.31%

20%

Higher escalation percentage this week because of the storms and significant 
network outages

ESCALATION APPROVAL TIME









0:11:47

0:10:00

Down from over 30 min 4 months ago

QA SCORE









92.05%

95%

Happy to share our QA form with anyone who would like to see it












































COMPANY STATS









SP

GOAL



















CALL WAIT TIME









0:01:52

2:00

Less than 2 min wait time even though our SLA is less than 3

BILLABLE CALLS









6112

10,000

Reflection of the slow season

















ABANDONED TIME









0.37

2:00

Outage recordings cause people to hang up once they hear the recording

































CALLS TAKEN PER HOUR









4.10

5.45

This is calls answered per worked hour



















Layne Sisk
ServerPlus
801.426.8283, ext 102
[New logo xl]
[http://i.imgur.com/VOz763A.png]
[http://i.imgur.com/xvQYYWa.png]
[http://i.imgur.com/ELG0AB1.png]
[Utah 100]   [fast50-01] [Inc 5000]

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Friday, March 09, 2018 10:30 PM
To: af@afmug.com
Subject: [AFMUG] Serverplus

Has anyone noted a consistent decline in quality with these guys, and a large 
number of different tech names in their tickets?
Its almost looking like they outsourced their outsourcing.

Re: [AFMUG] Serverplus

[Steve Jones]

Lol, no the number of names isnt my complaint, was just curious if that was
am indicator of high employee churn, or if they just have alot of staff. I
have communicated all this stuff to them via our POC.

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
wrote:

> GTC does this too. I don’t know why it’s so hard.
>
> The company I used to work for was “Indigo Wireless”. They always say In
> Dee Go.
>
> On Mar 11, 2018, at 14:50, Sterling Jacobson  wrote:
>
> They are working well for us, and I have a horrible generic support DT,
> lol!
>
>
>
> I have had zero complaints from my customers so far this year, so I think
> they are doing well.
>
>
>
> The only feedback I’ve had is customers hear our company name pronounced
> five different ways, even though the DT instructs the proper pronunciation.
>
>
>
> But it’s a made-up name so my customer are always confused on
> pronunciation themselves.
>
>
>
>
>
> *From:* Af  *On Behalf Of *ch...@wbmfg.com
> *Sent:* Saturday, March 10, 2018 11:25 AM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus
>
>
>
> I would add that Layne’s service is only as good as the decision tree that
> you provide to him.  The more detailed DT, the better the service will be.
>
>
>
> *From:* Layne Sisk
>
> *Sent:* Saturday, March 10, 2018 10:48 AM
>
> *To:* af@afmug.com
>
> *Subject:* Re: [AFMUG] Serverplus
>
>
>
> I would like to share some solid stats with the group.  Please see those
> below.  The comment about a decline is hard to address without looking at
> stats.  Kind of like the user that calls you and vaguely  says “My internet
> seems slow” when you have stats that show they are getting more than they
> are paying for.  We have hired a number of new people recently because we
> have grown and have added a new office but as Justin said this is a slow
> time of the year so we also took advantage of this time to get rid of some
> of our weaker performers.  Here are the company wide stats for the past
> week with some comments about them, I would stack these up against any call
> center in the world.  Sorry if I come on strong, but as you all know this
> is my baby and I care a lot about it just like you do about your networks.
> I know we are not perfect, out of 6000 calls I am sure we made a mistake or
> two and I am happy to address any individual issue directly, but I am
> pretty proud of what we do.
>
>
>
>
>
> *OFFICE STATS*
>
>
>
>
>
>
>
>
>
> *SP*
>
> *GOAL*
>
> *Comment*
>
> *AVERAGE TALK TIME*
>
>
>
>
>
>
>
>
>
> 0:11:05
>
> 0:10:00
>
> Down from over 13 min 2 months ago
>
> *  TOTAL TALK TIME VS SCHEDULED*
>
>
>
>
>
>
>
>
>
> 69.94%
>
> 80%
>
> This is agent utilization
>
> *SURVEY SCORE*
>
>
>
>
>
>
>
>
>
> 91.66%
>
> 95%
>
> 91.66% of callers would recommend the service That  is a number any
> company would kill for
>
> *SURVEY TAKEN*
>
>
>
>
>
>
>
>
>
> 20.57%
>
> 20%
>
> A full 20% of callers responded to our survey, that number is unheard of
>
> *TECH ESCALATION*
>
>
>
>
>
>
>
>
>
> 39.31%
>
> 20%
>
> Higher escalation percentage this week because of the storms and
> significant network outages
>
> *ESCALATION APPROVAL TIME*
>
>
>
>
>
>
>
>
>
> 0:11:47
>
> 0:10:00
>
> Down from over 30 min 4 months ago
>
> *QA SCORE*
>
>
>
>
>
>
>
>
>
> 92.05%
>
> 95%
>
> Happy to share our QA form with anyone who would like to see it
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *COMPANY STATS*
>
>
>
>
>
>
>
>
>
> *SP*
>
> *GOAL*
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *CALL WAIT TIME*
>
>
>
>
>
>
>
>
>
> 0:01:52
>
> 2:00
>
> Less than 2 min wait time even though our SLA is less than 3
>
> *BILLABLE CALLS*
>
>
>
>
>
>
>
>
>
> 6112
>
> 10,000
>
> Reflection of the slow season
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *ABANDONED TIME*
>
>
>
>
>
>
>
>
>
> 0.37
>
> 2:00
>
> Outage recordings cause people to hang up once they hear the recording
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *CALLS TAKEN PER HOUR*
>
>
>
>
>
>
>
>
>
> 4.10
>
> 5.45
>
> This is calls answered per worked hour
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> Layne Sisk
>
> ServerPlus
>
> 801.426.8283, ext 102
>
>  
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> 
>
> [image: http://i.imgur.com/ELG0AB1.png]
> 
>
>
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com ] *On
> Behalf Of *Steve Jones
> *Sent:* Friday, March 09, 2018 10:30 PM
> *To:* af@afmug.com
> *Subject:* [AFMUG] Serverplus
>
>
>
> Has anyone noted a consistent decline in quality with these guys, and a
> large number of different tech names in their tickets?
>
> Its almost looking like they outsourced their outsourcing.
>
>

Re: [AFMUG] Splice Cases

[Brett A Mansfield]

I’ve been wondering the same thing. I need one that will service only two 
homes, and it just so expensive per sub. I want something around the $50 price 
point that has access for two subs but has room for at least 72 strand.

Thank you,
Brett A Mansfield

> On Mar 11, 2018, at 4:26 PM, Chuck McCown  wrote:
> 
> Is there any FS type lower cost splice cases out in the world yet? 
>  
> I say FS type because everything Fiber Store does is 20% the cost of everyone 
> else.
>  
> Hoping for something lower cost.  Not really an area you want to cut corners 
> on, but they sure are expensive.  Say you feed 144 strands in and out of a 
> typical splice case that has a port that will take 6 drops.  You will be 
> paying $120-$240 for something like that.  $20 to $40 per drop just for the 
> splice case. 
> Add in an equal amount for the hand hole, you could be in $80 per customer 
> before electronics just to make the splice. 

Re: [AFMUG] Splice Cases

[Erich Kaiser]

They do have one for 144 count fiber on their website, looks to be about $44

Erich Kaiser
North Central Tower
er...@northcentraltower.com
Office: 815-570-3101




On Sun, Mar 11, 2018 at 5:26 PM, Chuck McCown  wrote:

> Is there any FS type lower cost splice cases out in the world yet?
>
> I say FS type because everything Fiber Store does is 20% the cost of
> everyone else.
>
> Hoping for something lower cost.  Not really an area you want to cut
> corners on, but they sure are expensive.  Say you feed 144 strands in and
> out of a typical splice case that has a port that will take 6 drops.  You
> will be paying $120-$240 for something like that.  $20 to $40 per drop just
> for the splice case.
> Add in an equal amount for the hand hole, you could be in $80 per customer
> before electronics just to make the splice.
>

Re: [AFMUG] Splice Cases

[Jason McKemie]

I use a fair amount of FS optics, cable assemblies, etc. I'm not sure I'd
trust their OSP products though.

On Sunday, March 11, 2018, Chuck McCown  wrote:

> Is there any FS type lower cost splice cases out in the world yet?
>
> I say FS type because everything Fiber Store does is 20% the cost of
> everyone else.
>
> Hoping for something lower cost.  Not really an area you want to cut
> corners on, but they sure are expensive.  Say you feed 144 strands in and
> out of a typical splice case that has a port that will take 6 drops.  You
> will be paying $120-$240 for something like that.  $20 to $40 per drop just
> for the splice case.
> Add in an equal amount for the hand hole, you could be in $80 per customer
> before electronics just to make the splice.
>

Re: [AFMUG] Serverplus

[Justin Wilson]

So your issue still is you are seeing more names on tickets and you think thats 
a bad thing?  Have you contacted them directly about your concerns? 

Justin Wilson
j...@mtin.net

www.mtin.net
www.midwest-ix.com

> On Mar 11, 2018, at 3:36 AM, Steve Jones  wrote:
> 
> Without being "that guy" id rather get some general answers on the original 
> question. I have no issue going i to further detail outside the public eye, 
> just looking to see whether its an inward or outward problem that needs 
> addressed. My only issue here is rhe same as its always been, layne never 
> lets it fester before he addresses it. Pretty obvious hes not been a field 
> tech with a splinter. 
> 
> On Mar 10, 2018 10:26 PM, "Chuck McCown"  > wrote:
> Curious as to what kind of issues you are seeing.
>  
> From: Steve Jones <>
> Sent: Saturday, March 10, 2018 9:14 PM
> To: af@afmug.com <>
> Subject: Re: [AFMUG] Serverplus
>  
> Yeah. This one isnt a complaint so much as curious if others are seeing the 
> same issues we are seeing. If theyre not, then its probably more a me issue 
> than a them issue. The current set of issues however are impacting relations 
> with our customers. I reach out here over places like the facebook wisp 
> groups because here gives good input, there just starts lynchmobs.
>  
> On Mar 10, 2018 7:30 PM, "Adair Winter" > 
> wrote:
> Weren't you complaining about serverplus a few months ago also?
>  
> On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones > 
> wrote:
> DTs, like railroad tracks are great when theyre followed, thats very true. 
> Very true.
>  
>  
> On Mar 10, 2018 12:25 PM, > wrote:
> I would add that Layne’s service is only as good as the decision tree that 
> you provide to him.  The more detailed DT, the better the service will be. 
>  
> From: Layne Sisk <>
> Sent: Saturday, March 10, 2018 10:48 AM
> To: af@afmug.com <>
> Subject: Re: [AFMUG] Serverplus
>  
> I would like to share some solid stats with the group.  Please see those 
> below.  The comment about a decline is hard to address without looking at 
> stats.  Kind of like the user that calls you and vaguely  says “My internet 
> seems slow” when you have stats that show they are getting more than they are 
> paying for.  We have hired a number of new people recently because we have 
> grown and have added a new office but as Justin said this is a slow time of 
> the year so we also took advantage of this time to get rid of some of our 
> weaker performers.  Here are the company wide stats for the past week with 
> some comments about them, I would stack these up against any call center in 
> the world.  Sorry if I come on strong, but as you all know this is my baby 
> and I care a lot about it just like you do about your networks.  I know we 
> are not perfect, out of 6000 calls I am sure we made a mistake or two and I 
> am happy to address any individual issue directly, but I am pretty proud of 
> what we do. 
> 
>  
> 
>  
> 
> OFFICE STATS
> 
> 
> 
> 
> 
> SP
> 
> GOAL
> 
> Comment
> 
> AVERAGE TALK TIME
> 
> 
> 
> 
> 
> 0:11:05
> 
> 0:10:00
> 
> Down from over 13 min 2 months ago
> 
>   TOTAL TALK TIME VS SCHEDULED
> 
> 
> 
> 
> 
> 69.94%
> 
> 80%
> 
> This is agent utilization
> 
> SURVEY SCORE
> 
> 
> 
> 
> 
> 91.66%
> 
> 95%
> 
> 91.66% of callers would recommend the service That  is a number any company 
> would kill for
> 
> SURVEY TAKEN
> 
> 
> 
> 
> 
> 20.57%
> 
> 20%
> 
> A full 20% of callers responded to our survey, that number is unheard of
> 
> TECH ESCALATION
> 
> 
> 
> 
> 
> 39.31%
> 
> 20%
> 
> Higher escalation percentage this week because of the storms and significant 
> network outages
> 
> ESCALATION APPROVAL TIME
> 
> 
> 
> 
> 
> 0:11:47
> 
> 0:10:00
> 
> Down from over 30 min 4 months ago
> 
> QA SCORE
> 
> 
> 
> 
> 
> 92.05%
> 
> 95%
> 
> Happy to share our QA form with anyone who would like to see it
> 
>  
> 
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>  
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>  
> 
> 
> 
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>  
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> COMPANY STATS
> 
> 
> 
> 
> 
> SP
> 
> GOAL
> 
>  
> 
>  
> 
> 
> 
> 
> 
>  
> 
>  
> 
>  
> 
> CALL WAIT TIME
> 
> 
> 
> 
> 
> 0:01:52
> 
> 2:00
> 
> Less than 2 min wait time even though our SLA is less than 3
> 
> BILLABLE CALLS
> 
> 
> 
> 
> 
> 6112
> 
> 10,000
> 
> Reflection of the slow season
> 
>  
> 
> 
> 
> 
> 
>  
> 
>  
> 
>  
> 
> ABANDONED TIME
> 
> 
> 
> 
> 
> 0.37
> 
> 2:00
> 
> Outage recordings cause people to hang up once they hear the recording
> 
>  
> 
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> 
> 
> 
> 
> 
>  
> 
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> 
> CALLS TAKEN PER HOUR
> 
> 
> 
> 
> 
> 4.10
> 
> 5.45
> 
> This is calls answered per worked hour
> 
>  
> 
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> 
>  
> 
> Layne Sisk
> 
> ServerPlus
> 
> 801.426.8283, ext 102 
>  
> 
>