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HyperQuality Operations Dashboard

ResponseRequest Date Complete

NA NA NA

AttritionName Date

0% Attrition NA

Current Week Unplanned Detail

(No unplanned leave for WE Jan 3, 2016)

SLA AttributeMonth of 12/15

12/06 12/13 12/20 12/27 12/31 MTD

Attendance

ProjectionLeaves/Holiday

2 0 2 0 0 4

0 0 0 1 0 1

ActualsLeaves/Holiday

6 0 3.5 1 0 10.5

0 0 0 1 0 1

Unplanned leaves 4 0 1.5 1 0 6.5

Shallow Coverage 0 0 0 0 0 0

Attendance % 91% 100% 94% 98% 100% 97%

Retention / Attrition

Projected 13 12 11 13 13 13

Actual 12 11 11 13 13 13

Attrition % 8% 8% 0% 0% 0% 16%

KB Creation

# Estimated Readouts 0 0 0 0 0 0

# Readout happened 0 0 0 0 0 0

# PPT uploaded NA NA NA NA NA NA

# Debrief completed 0 0 0 0 0 0

Telecom/ Infrastructure

HQ Downtime ( w/Saving) 0 0 0 0 0 0

Nexidia Downtime (w/Saving) 4,496 113 40,042 0 0 44,651

FTE Downtime (w/Saving) 1.92 0.05 16.68 0 0 18.65

HQ Downtime - Actual 0 0 0 0 0 0

Nexidia Downtime -Actual 4,496 113 40,042 0 0 44,651

Nexidia FTE Downtime -Actual 1.92 0.05 16.7 0 0 18.65

Responsiveness Actual 100 100 100 100 100 100

Team Performance Actual 67%

IT Down Time & Tickets

1 1 1 1

32

4

1

0

2

4

6

8

WE 11/1 WE 11/15 WE 11/19 WE 11/29 WE 12/6 WE 12/13 WE 12/20 WE 12/27

Nexidia Interaction Analytics

# of Tickets – Dec MTD

8

3

1 1 1

0

2

4

6

8

Marriott - Mar QB US Cellular ACMG HGS Torchmark

Count of Accounts - Dec MTD

© 2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

NovemberWeek Ending 12/31/2015

Key Milestones / Accomplishments

Assurant: Provided server access to the MAS Team

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)

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 accountsUS Cellular - Analysis & Call Listening () Marriott - 2 Queries; 2 Analysis (150 calls)Torchmark - 1 Analysis (100 calls) Assurant - Tested server access

Knowledge Base

# 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.

Month Project Sprint # Sprint NameFinal Read

Out Date

Debrief SharePoint

Activated OnCompleted

OnPresentatio

nTaxonomy

Client Value

1/2016 Marriott 3 Query Building TBD NA NA NA NA NA

1/2016 USC 4 Call Categorization TBD TBD TBD NA NA NA

1/2016 Torchmark 1 Call Categorization TBD NA NA NA NA NA

1/2016 AAA 1 Call Categorization TBD NA NA NA NA NA

1/2016 HGS 1 Call Categorization TBD NA NA NA NA NA

1/2016 Assurant 1 Call Categorization TBD NA NA NA NA NA


AppendixReference Material


© HyperQuality 2013 5

Team Alignment

As of 12/31/2015

Client

Post Sales

Customer Advocacy

Torchmark / Assurant US Cellular Marriott

HGS

Team Ingenious Master Minds Innovators Product Specialist

CSDSaundra Kenny Art Crow Art Crow Debbe Meuler

Nicky Butler

Senior BADeepto

BhattacharyaRashi Baweja Vikram Singha Rahul Sharma

BA Prateek Anand Harpal Singh Prashant Tiwari Rajeev Ahuja

BAParomita

PutatundaManinder Kaur Vohra

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