1) Ticket Volume and Productivity

Team totals

• Opened: 2,355
• Closed: 2,474
• Closure-to-open ratio: 105.1%
• Net backlog change: -119 (reduction)

By person

Contributions to total closures

• India: 41.6%
• Sarah*: 29.0%
• Jenine: 13.5%
• Zac: 5.8%
• Mercedesz*: 5.3%
• Leo: 4.8%

Highlights

• Biggest backlog reduction: Jenine (-56)
• Team achieved net backlog reduction for the month (-119)

2) Call Activity

Volume and mix

• Inbound: 340; Outbound: 394; Total: 734
• Mix: 46.3% inbound, 53.7% outbound

Talk time

• Total talk time: 32:44:22
• Average call length: 2:41

By person

Highlights

• Highest inbound calls: Leo (147)
• Highest outbound calls: Sarah (206)
• Longest average handle time: Mercedesz (4:12)

3) Instant Chat

• Total chats: 38

Highlight: Chat leader: Zac (10)

4) Training Delivery

• Total sessions: 37

5) Customer Training Feedback (October 2025)

Overall satisfaction

• Very Satisfied: 4
• Satisfied: 1

Expectations met

• Exceeded expectations: 4
• Met expectations: 1

Trainer's knowledge and presentation

• Excellent: 5

Clarity of materials

• Very Clear: 5

Topics coverage

• All expected topics covered: 5

Confidence post-training

• Very Confident: 2
• Confident: 3

Session duration

• Just Right: 5

Session-level details and comments

1. Stanton House Hotel (SN6 7SD) — Oct 03
   Overall: Very Satisfied • Expectations: Exceeded • Confidence: Very Confident
   Comment: “Finding out lots of new things about the site to help with future inquiries”
2. H10 London Waterloo (SE1 8RQ) — Oct 01
   Overall: Satisfied • Expectations: Exceeded • Confidence: Confident
   Comments: No additional comments
3. Portsmouth Marriott Hotel (PO6 4SH) — Oct 16
   Overall: Very Satisfied • Expectations: Exceeded • Confidence: Very Confident
   Comment: “Sarah was great and made the training perfect for me… great guidance”
4. Sheraton Grand Hotel & Spa, Edinburgh (EH3 9SR) — Oct 22
   Overall: Very Satisfied • Expectations: Exceeded • Confidence: Confident
   Comment: “Mercedesz made the training session very easy to understand… I feel a lot more confident”
5. Hunton Park (WD4 8PN) — Oct 30
   Overall: Very Satisfied • Expectations: Met • Confidence: Confident
   Comments: No additional comments

5b) Customer Satisfaction (CSAT)

Overall volume and score

• Total survey responses: 139
• CSAT (Top‑2‑Box: Satisfied + Very satisfied): 98.6% (137/139)
• Top‑box (Very satisfied only): 89.2% (124/139)
• Detractors (Dissatisfied + Very dissatisfied): 1.4% (2/139)

Rating distribution

Per‑agent results

Representative verbatims

• “Amazing!!! This was loaded so quickly as per my urgent request. Thanks so much!” — Sam Davis‑Hannibal (Inspirational Venues) [Vaishali], 02/10, 290364
• “Jenine was very professional and helped to sort out the issue.” — ASWANI Reshma (Accor) [Jenine], 03/10, 290389
• “Awesome turnaround time! Thank you.” — Karen Sangster (Inspirational Venues) [Sree], 08/10, 291405
• “Fantastically quick response! Thank you.” — Karen Sangster (Inspirational Venues) [Yashi], 22/10, 293778
• “Quickest response ever!! Thank you so much.” — Sam Davis‑Hannibal (Inspirational Venues) [Sree], 28/10, 294620

Notes: Two detractor responses recorded: 1× Dissatisfied (20/10, 292757, Sargunkaur Sethi) and 1× Very dissatisfied (01/10, 289054, Sarah Green).

5c) Team Utilization

Summary

• Total hours logged (team subset): 444.5
• Primary focus areas: training delivery, renewals, quality reviews, content creation, and core tickets/calls.

Hours by person and activity (hours)

Notes:

• Leo: 17h training with Go To Events (new GRATIS client), 6h remote client training, 3h training videos, 2.4h help docs.
• Jenine: 7h processing non‑venue user listings, 5h customer training, 5h H10 venues checks before renewal, 4h chasing renewals, 1.5h quality checks.
• Mercedesz: 15h customer training, 1.4h historical live chat QA, 1.4h academic venues info prep for Calder Conferences; remainder primarily VDC RFPs, calls, and tickets.
• Sarah: 15h client training, 4h February renewals, 3h December renewals, 2h assisting India on ticket questions.
• Remainder is calculated as total logged hours minus itemized activity hours.

6) Highlights and Recognition

• India team delivered the highest closure volume (41.6% of all closures), contributing meaningfully to net backlog reduction.
• Sarah* combined high closure volume with the most outbound calls (206) and the highest number of training sessions (14).
• Jenine achieved the largest individual backlog reduction (-56), with a strong closure-to-open ratio (120.1%).
• Leo handled the most inbound calls (147) and maintained a healthy average handle time (2:31).
• Mercedesz* maintained the longest average call duration (4:12), reflecting time invested in complex queries, and delivered 13 trainings with excellent feedback.
• Zac led instant chats (10) and contributed across tickets and calls.

7) Focus Areas for November

• Maintain the closure-over-intake momentum to continue reducing backlog, with targeted support where closure-to-open ratios dipped (e.g., Zac: 98.0%).
• Continue outbound call engagement given its association with resolutions and customer follow-up (led by Sarah* and Jenine).
• Leverage strong training satisfaction to expand reach; capture and share best practices from Sarah* and Mercedesz* across the trainer cohort.
• Explore drivers of longer call durations to ensure they reflect value-add complexity and not avoidable friction; identify opportunities for deflection or pre-call resources.

Appendix: Source Data

• Tickets opened/closed by person and totals (as provided)
• Inbound/outbound call counts by person with total durations (as provided)
• Instant chat counts (as provided)
• Training sessions completed per trainer (as provided)
• Customer training feedback survey responses (as provided)
• CSAT survey response log (as provided)