HyperQuality Operations Dashboard

SLA

12/06

12/13

12/20

12/27

12/31

MTD

0
6

0
0

0
3.5

1
1

0
0

1
10.5

Unplanned leaves

1.5

6.5

Shallow Coverage

91%

100%

94%

98%

100%

97%

Projected

13

12

11

13

13

13

Actual

12

11

11

13

13

13

Attrition %

8%

8%

0%

0%

0%

16%

# Estimated Readouts

# Readout happened

NA

NA

NA

NA

NA

NA

# Debrief completed

HQ Downtime ( w/Saving)

4,496

113

40,042

44,651

1.92

0.05

16.68

18.65

4,496

113

40,042

44,651

Projection
Leaves/Holiday

Attendance

Actuals
Leaves/Holiday

Attendance %

Retention / Attrition

KB Creation

# PPT uploaded

Nexidia Downtime
(w/Saving)

Telecom/
Infrastructure

FTE Downtime (w/Saving)

HQ Downtime - Actual
Nexidia Downtime -Actual

Responsiveness

Month of 12/15

Attribute

Nexidia FTE Downtime

-Actual

1.92

0.05

16.7

18.65

Actual

100

100

100

100

100

100

Current Week Unplanned Detail

(No unplanned leave for WE Jan 3, 2016)

IT Down Time & Tickets

Request
Response

NA

Date

Complete

NA

NA

Name

Date

0% Attrition

NA

Attrition

Team Performance

Actual

67%

November
Week Ending 12/31/2015

Key Metrics :
Marriott - Query Building & Analysis(Post Sales)
US Cellular (USC) - Query Building & Analysis(Post Sales)
Torchmark Query Building (Post Sales)
HGS Query Building & Analysis(Post Sales)
Assurant - Query Building & Analysis(Post Sales)

Key Milestones / Accomplishments

Assurant: Provided server access to the
MAS Team

Marriott - MAS Team continue to face slow NIA

performance in Search while playing the media
files. Case raised on it and is currently been
looked into.

MAST Activities

Team worked on the following accounts

US Cellular

Marriott

Torchmark
Assurant

Analysis & Call Listening

()
2 Queries; 2 Analysis (150
calls)
1 Analysis (100 calls)
Tested server access

2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Page 2

Knowledge Base
Debrief

SharePoint

Final Read
Out Date Activated On Completed On Presentation

Month

Project

Sprint #

Sprint Name

1/2016

Marriott

Query Building

TBD

NA

NA

1/2016

USC

Call Categorization

TBD

TBD

1/2016

Torchmark

Call Categorization

TBD

1/2016

AAA

Call Categorization

1/2016

HGS

1/2016

Assurant

Taxonomy

Client Value

NA

NA

NA

TBD

NA

NA

NA

NA

NA

NA

NA

NA

TBD

NA

NA

NA

NA

NA

Call Categorization

TBD

NA

NA

NA

NA

NA

Call Categorization

TBD

NA

NA

NA

NA

NA

# Estimated Readouts :
It's pretty hard to predict exact number of readout to happen in a week, as this is dependent on number of factors like
CSD availability, End client availability, extension of sprint by a few days, other factors beyond control, etc. Most of the time
teams SBA/IS know the sprint start & end date but not the read-out date, therefore these numbers might not be as good as
they are supposed to be.
Page 3
2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Appendix
Reference Material

2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Team Alignment
As of 12/31/2015
Post Sales
Client

Torchmark /
Assurant

US Cellular

Marriott

Customer Advocacy

Ingenious

Master Minds

Innovators

Product Specialist

Saundra Kenny

Art Crow

Art Crow

Debbe Meuler

HGS
Team

CSD

Nicky Butler

Senior BA

Deepto
Bhattacharya

Rashi Baweja

Vikram Singha

Rahul Sharma

BA

Prateek Anand

Harpal Singh

Prashant Tiwari

Rajeev Ahuja

BA

Paromita Putatunda

Maninder Kaur Vohra

HyperQuality 2013