Internal Portal

August 2025 Team Monthly Report This report summarizes the key support metrics and activities for the team during August 2025, including tickets handled, telephone calls, live chats, training sessions, utilization, CSAT, and time off. Year-on-year ticket volume comparisons are also included.

1. Ticket Volume (with Year-on-Year Comparison)

2. Inbound and Outbound Telephone Calls

3. Live Chats Dealt With

4. Training Sessions Completed

5. Utilization & Key Activities

Leo

• Hours logged: 128.88
• 8.5 hours assisting Live Group (new client)
• 4 hours on BTE migration (FCC to new brand)
• 3.5 hours on Inntels RFP and process changes
• 2 hours with Inspirational Venues (client portal)
• Over 15 hours on customer training

Sarah*

• Hours logged: 98.86
• 5 hours on November renewals
• 7 hours on October renewals
• 2 hours chasing/booking training calls
• 16 hours on client training

Jenine

• Hours logged: 94.89
• 11 hours on TVD quality reports
• 6 hours on November renewals
• 10 hours on instant book engagement plan
• 21 hours on client training

Mercedesz*

• Hours logged: 73.59
• 2 hours chasing CVBs for updated venue lists
• 4.4 hours correcting venues with no users
• 1 hour updating landing pages for VDC and GRATIS

6. Customer Satisfaction (CSAT) Summary

Overall CSAT Performance

• CSAT Score: 95.24% (80 out of 84 responses were 'Very satisfied' or 'Satisfied')
• Most agents achieved a 100% satisfaction rate.
• Exceptions: Jenine Gibbons (83.3%), Sreelakshmi Pradeep (94.1%), Graham Bintcliffe (0% - single neutral response)

Notable Positive Comments

• "Sreelakshmi was great as always, adding on the venue super quick!"
• "Thanks Leo - super helpful as always!"
• "Incredibly quick - thanks so much!"

Notable Negative Comments

• "They could not help any further and just gave me an email address which I already had."
• "I have no idea what is going on. What is a 'Ticket' and why is it 'closed'. I simply want to book a meeting room and hotel rooms. Can you confirm if you are actually the Best Western hotel?"

7. Team Time Off – August 2025

Details:

• Jenine Gibbons: 16 hours unpaid time off (24/07, 25/07), 8 hours work from home (12/08)
• Leonardo Bellanzon: 8 hours PTO (8/08), 8 hours sick (12/08), 8 hours PTO (19/08), 16 hours PTO (26/08, two entries)
• Sarah Louise Green: 8 hours PTO (18/08), 6 hours PTO (21/08), 6 hours PTO (26/08), 8 hours PTO (27/08), 6 hours work from home (27/08)
• Mercedesz Kotan: 8 hours PTO (19/08), 8 hours unpaid (21/08), 4 hours unpaid (20/08), 24 hours PTO (26/08, three entries)

All time off is recorded in hours, with some entries reflecting work from home as approved absence.

Summary & Observations

• Ticket volumes, calls, chats, and training activity remained strong, with balanced throughput.
• CSAT scores were excellent, with only a few areas for improvement.
• The team managed significant time off in August, particularly among core agents, which is important context for understanding productivity and workload distribution.
• Despite time off, the team maintained high service levels and customer satisfaction.

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