Time Warner Cable Report
Operator's Incoming Calls Report - August 1998
|
|
Month |
YTD |
Last 12 Months |
|
Total Calls Received |
50,385 |
422,480 |
623,662 |
|
Total Calls Handled |
49,155 |
413,669 |
601,191 |
|
# of Calls Answered within 30 sec. |
45,439 |
376,832 |
491,366 |
|
% of Calls Answered within 30 sec. |
92.4% |
91.2% |
81.7% |
|
# of Calls Abandoned after 30 sec. |
151 |
3,026 |
11,087 |
|
% of Calls Abandoned after 30 sec. |
0.3% |
0.7% |
1.8% |
|
Average Answer Time ( in seconds) |
7.0 |
11.0 |
28.3 |
|
Busy Rate |
1.1% |
1.1% |
1.6% |
|
Total Hours Staffed |
1,488 |
11,584 |
17,400 |
Service Interruption Report - August 1998
| |
Upgrade |
Non-Upgrade |
Combined |
YTD |
Last 12 Months |
|
Total # of Outages |
23 |
81 |
104 |
1212 |
1683 |
|
# of Planned Outages |
23 |
17 |
40 |
553 |
837 |
|
% of Planned Outages |
100% |
21.0% |
38.5% |
44.0% |
49.7% |
|
# of Unplanned Outages |
0 |
64 |
64 |
659 |
846 |
|
% of Unplanned Outages |
0 |
79.0% |
61.5% |
56.0% |
50.3% |
|
# of Subscribers Out |
4002 |
18,046 |
22,048 |
378,819 |
678,916 |
|
Total Subscriber Outage Hours |
36,227 |
29,391 |
65,618 |
1,312,406 |
1,799,356 |
|
Total System Customer Hours |
N/A |
N/A |
61,694,712 |
504,266,787 |
718,815,507 |
|
Reliability % |
N/A |
N/A |
99.9% |
99.8% |
99.8% |
|
Total Duration Hours |
206.6 |
107.1 |
313.7 |
3143 |
4267.7 |
|
Average Duration per Outage (Hours) |
9.0 |
1.3 |
3.0 |
3.1 |
2.9 |
|
Average Customers per Outage |
174 |
223 |
212 |
377 |
5724 |
Service Call Report - August 1998
| |
Month |
YTD |
Last 12 Months |
|
Total Service Calls Received |
4,112 |
33,173 |
46,637 |
|
Total Service Calls Scheduled |
2,105 |
17,510 |
25,341 |
|
Total Service Calls Completed |
2,095 |
17,044 |
24,645 |
|
Same Day |
584 |
5,299 |
7,800 |
|
Within 24 Hours |
1,150 |
8,881 |
13,562 |
|
% Within 24 Hours |
82.8% |
83.7% |
86.7% |
|
Within 36 Hours |
356 |
2,362 |
2,586 |
|
% Within 36 Hours |
99.8% |
97.2% |
97.2% |
|
After 36 Hours |
5 |
502 |
697 |
|
% After 36 Hours |
0.2% |
2.8% |
2.8% |
Installation Report - August 1998
| |
Month |
YTD |
Last 12 Months |
|
Total Installs Scheduled |
3,992 |
33,366 |
52,329 |
|
Total Installs Completed |
3,330 |
28,226 |
43,224 |
|
# Within 7 Days |
2,682 |
23,653 |
35,466 |
|
Customer Requests After 7 Days |
644 |
4554 |
7,721 |
|
# After 7 Days |
4 |
19 |
37 |
|
% Within 7 Days |
99.9% |
99.9% |
99.9% |
|
