Tickets
| Agent | Opened | Closed | Net (Closed−Opened) | Closure rate |
|---|---|---|---|---|
| Leo | 100 | 118 | +18 | 118.0% |
| Mercedesz* | 159 | 158 | −1 | 99.4% |
| Jenine | 541 | 473 | −68 | 87.4% |
| Sarah* | 622 | 586 | −36 | 94.2% |
| Zac | 157 | 161 | +4 | 102.6% |
| India | 774 | 805 | +31 | 104.0% |
| Total | 2,353 | 2,301 | −52 | 97.8% |
Notes: Positive net indicates backlog reduction; negative net indicates backlog growth. Asterisks in names are retained as provided.
Telephone calls
| Agent | In | Out | Total | Out:In ratio |
|---|---|---|---|---|
| Sarah* | 59 | 277 | 336 | 4.70 |
| Mercedesz* | 52 | 61 | 113 | 1.17 |
| Jenine | 50 | 162 | 212 | 3.24 |
| Leo | 67 | 13 | 80 | 0.19 |
| Zac | 36 | 26 | 62 | 0.72 |
| Total | 264 | 539 | 803 | 2.04 |
Highlights: Most inbound: Leo (67). Most outbound: Sarah* (277).
Call duration
| Agent | Duration (hh:mm:ss) | Avg duration per call |
|---|---|---|
| Sarah* | 12:43:03 | ~2:16 |
| Mercedesz* | 5:39:50 | ~3:00 |
| Jenine | 6:16:05 | ~1:46 |
| Leo | 5:07:55 | ~3:51 |
| Zac | 2:34:45 | ~2:30 |
| Team total / avg | 32:21:38 | ~2:25 |
Method: Avg duration per call = total talk time ÷ total calls (in + out).
Instant chats
| Agent | Chats |
|---|---|
| Jenine | 0 |
| Sree | 17 |
| Vaishali | 21 |
| Sargun | 23 |
| Total | 61 |
Training sessions
| Agent | Sessions completed |
|---|---|
| Mercedesz* | 10 |
| Jenine | 21 |
| Sarah* | 16 |
| GRATIS/Leo | 13 |
| Total | 60 |
Training survey feedback (September 2025)
Summary:
- Survey count: 4
- Overall satisfaction: 100% Very Satisfied
- Expectations: 2 Exceeded, 2 Met
- Trainer knowledge: 100% Excellent
- Material clarity: 100% Very Clear
- Topics coverage: 100% Yes, all topics covered
- Post‑training confidence: 2 Very Confident, 2 Confident
- Duration fit: 100% Just Right
Details:
| Venue | Date | Postcode | Overall | Expectations | Trainer knowledge | Material clarity | Topics covered | Confidence | Duration | Comment |
|---|---|---|---|---|---|---|---|---|---|---|
| Future Inn Cardiff Bay | 2025-09-03 | CF10 4JY | Very Satisfied | Exceeded Expectations | Excellent | Very Clear | Yes | Very Confident | Just Right | Sarah was very polite and friendly and a pleasure to have had her do the training |
| Arnos Manor Hotel | 2025-09-17 | BS4 3HQ | Very Satisfied | Met Expectations | Excellent | Very Clear | Yes | Confident | Just Right | — |
| Sandman Signature The Quays Hotel Sheffield | 2025-09-23 | S4 7YA | Very Satisfied | Met Expectations | Excellent | Very Clear | Yes | Confident | Just Right | — |
| London Heathrow Marriott | 2025-09-29 | UB3 5AN | Very Satisfied | Exceeded Expectations | Excellent | Very Clear | Yes | Very Confident | Just Right | — |
CSAT (September 2025) — selected agents
Definition: CSAT is reported as Top‑2 box (Very satisfied + Satisfied) and Top‑1 box (Very satisfied only).
Selected agents: Sarah Green, Leonardo Bellanzon, Jenine Gibbons, Mercedesz Kotan.
- 18 total responses; 17 Very satisfied; 1 Neutral; 0 Satisfied/Dissatisfied/Very dissatisfied.
- CSAT Top‑2 box: 94.4%; CSAT Top‑1 box: 94.4%.
Agent metrics:
- Sarah Green — 8 responses; 8 Very satisfied; Top‑2 100.0%; Top‑1 100.0%.
- Leonardo Bellanzon — 1 response; 1 Very satisfied; Top‑2 100.0%; Top‑1 100.0%.
- Jenine Gibbons — 9 responses; 8 Very satisfied, 1 Neutral; Top‑2 88.9%; Top‑1 88.9%.
- Mercedesz Kotan — 0 CSAT responses recorded in September (no entries).
Utilization (September 2025)
Definition: Utilization reflects total hours logged and the key activity highlights provided for each agent.
| Agent | Hours logged |
|---|---|
| Sarah Green | 124 |
| Leonardo Bellanzon | 112 |
| Jenine Gibbons | 130 |
| Mercedesz Kotan | 121 |
| Total (these four) | 487 |
Jenine Gibbons — 130 hours
- Over five hours assisting clients with the new MFA update to MEC login
- 23 hours on customer training
- 5 hours chasing December renewals
- 8 hours processing the TVD quality report
Sarah Green — 124 hours
- 17 hours on customer training
- 11 hours chasing January renewals
- 4 hours chasing December renewals
- 4 hours assisting clients with the new MFA update to MEC login
Mercedesz Kotan — 121 hours
- 11 hours on customer training
- 4.5 hours completing finance checks for Marriott group
- 2 hours creating a report detailing all training sessions
- Remainder spent on VDC RFPs
Leonardo Bellanzon — 112 hours
- 16 hours on customer training
- 4 hours reviewing Jira bugs and cross‑referencing with FD tickets
- 3 hours demoing MEP to Live group
- 3.5 hours resolving an issue with overseas RFPs for Best Western
- 2 hours setting up the new database for GoTo Events
- 3 hours assisting a new GRATIS user at Stoke CVB
Executive summary
- Tickets: 2,353 opened; 2,301 closed; net change −52 (backlog increased). Closure rate: 97.8%.
- Telephone calls: 803 total (264 inbound, 539 outbound). Out:In ratio = 2.04.
- Call talk time: 32:21:38 total; team average duration ≈ 2:25 per call.
- Instant chats: 61 total.
- Training sessions completed: 60.
- Training feedback: 100% Very Satisfied; all sessions “Excellent” trainer knowledge, “Very Clear” materials, and “Just Right” duration.
- CSAT (selected agents): 18 responses; Top‑2 box 94.4%; Top‑1 box 94.4%. :llmCitationRef[7]
- Utilization (selected agents): 487 total hours across Sarah Green (124), Leonardo Bellanzon (112), Jenine Gibbons (130), Mercedesz Kotan (121).