November 7, 2018 To Whom It May Concern - SEPTA › business › bid › 100k › detail ›...

November 7, 2018 To Whom It May Concern: Enclosed please find the Minutes of the Pre-Proposal Meeting, Questions and Answers, and Addendum No. 9 to SEPTA’s RFP 18-00093-ARLW – CCT Reservations Call Center. Addendum No. 9 must be acknowledged by signing the attached Addendum Acknowledgement Sheet and including that sheet as part of your Technical Proposal.

The due date and time for the submission of proposals has been changed to Wednesday, November 28, 2018 by 11:00 A.M. (Prevailing Eastern Time). Any inquiries regarding this project should be directed to Rebecca Ware at 215-580-8325. Sincerely, Rebecca L. Ware Rebecca L. Ware Sr. Contract Administrator Procurement, Supply Chain & DBE Division

November 7, 2018

ADDENDUM NO. 9 ADDENDUM ACKNOWLEDGEMENT SHEET

SEPTA’s RFP No. 18-00093-ARLW – CCT Reservations Call Center

The attached addendum to the Contract Documents is hereby part of the same and is incorporated in full as part of the Project. Proposer shall acknowledge Addendum No. 9 by completing and returning the Addendum Acknowledgement Sheet with the Technical Proposal. FIRM NAME (typed or printed) ______________________________ AUTHORIZED SIGNATURE _______________________________ TITLE _________________________________ NAME (typed or printed) ___________________________________ DATE_____________________ Addendum No. 9 includes the following: The due date and time for the submission of proposals has been changed to Wednesday, November 28, 2018 at 11:00 A.M. (Prevailing Eastern Time).

1. Questions and Answers attached 2. Exhibits 1 - 9 to the Questions and Answers attached 3. Delete: Contract dated July 12, 2018

Add: Revised Contract dated November 7, 2018 (see highlighted revisions) attached

4. Delete: Scope of Services dated July 12, 2018 Add: Revised Scope of Services dated November 7, 2018 (see highlighted revisions) attached

5. Delete: Performance Bond Requirement of 50% Add: Performance Bond Requirement of 20%

6. Delete: Pricing Schedule dated July 12, 2018 Add: Revised Pricing Schedule dated November 7, 2018 attached

MINUTES OF THE PRE-PROPOSAL MEETING FOR RFP NO. 18-00093-ARLW –

CCT RESERVATIONS CALL CENTER

DATE: Tuesday, July 24, 2018 TIME: 2:00 PM PLACE: SEPTA Headquarters 1234 Market Street 11th Floor, Conference Room 11-B Philadelphia, PA 19107

• Rebecca Ware welcomed the attendees, introduced SEPTA personnel, conducted

SEPTA’s Safety Briefing, and discussed the contractual requirements of the RFP.

• Chris Campbell reviewed the Scope of Services

• Invited attendees to ask questions

• Adjourned meeting

• Site visit of Call Center immediately followed pre-proposal meeting

• The sign in sheet is attached.

List of Attendees at the Pre-Proposal Meeting

RFP NO. 18-00093-ARLW – CCT RESERVATIONS CALL CENTER

First Name Last Name Email Phone Company Reason Signed In At (Local) DBE Y or N?jim boyles [email protected] +12146294531 Stellar BPO Pre Bid Meeting CCT Call Center 2018-07-24 01:21:54 PM NKelley Zimmerma [email protected] +16108250152 Axion Contact Pre Bid Meeting CCT Call Center 2018-07-24 01:25:09 PM nMark Rollag [email protected] +14029686810 xtDirect Pre Bid Meeting CCT Call Center 2018-07-24 01:26:27 PM nNorma Garcia [email protected] +14029720204 xtDirect Pre Bid Meeting CCT Call Center 2018-07-24 01:27:17 PM nnancy penkivech [email protected] +16102651780 kelly services inc Pre Bid Meeting CCT Call Center 2018-07-24 01:30:29 PM ybrian hastings [email protected] +12157683916 Total Transportation Pre Bid Meeting CCT Call Center 2018-07-24 01:43:18 PM nagostino vona [email protected] +15165072827 Total Transportation Pre Bid Meeting CCT Call Center 2018-07-24 01:43:37 PM noCaprice Peay [email protected] +12155682228 ACCC Staffing Services Pre Bid Meeting CCT Call Center 2018-07-24 01:49:20 PM NTisha Sylvia [email protected] +16107859001 Becker Technical Staffing, Inc Pre Bid Meeting CCT Call Center 2018-07-24 01:51:41 PM Nbarbara m mcbride [email protected] +12156250314 edens corp Pre Bid Meeting CCT Call Center 2018-07-24 01:54:57 PM njanet edens [email protected] +12156250314 edens corporation Pre Bid Meeting CCT Call Center 2018-07-24 01:56:37 PM nchase campbell [email protected] +12155803453 septa Pre Bid Meeting CCT Call Center 2018-07-24 01:57:24 PM nofrancis brandis [email protected] +12155803442 septa Pre Bid Meeting CCT Call Center 2018-07-24 01:58:36 PM nWayne Robinson [email protected] +14846963854 2676290301 Pre Bid Meeting CCT Call Center 2018-07-24 01:59:39 PM nrick krajewski [email protected] +12155807576 septa Pre Bid Meeting CCT Call Center 2018-07-24 02:00:16 PM nlynn doyle [email protected] +12156250314 edens corporation Pre Bid Meeting CCT Call Center 2018-07-24 02:01:15 PM noCarl Sajous [email protected] +16317455960 MV Transportation Pre Bid Meeting CCT Call Center 2018-07-24 02:39:32 PM NRebecca Ware [email protected] 12155808325 SEPTA Pre Bid Meeting CCT Call Center 7/24/2018 nJaime Martinez [email protected] 12155807084 SEPTA Pre Bid Meeting CCT Call Center 7/24/2018 nMark Glatz [email protected] 16102534055 Easton Coach Company Pre Bid Meeting CCT Call Center 7/24/2018 n

Addendum No. 9 November 7, 2018

The following questions were received by the July 3, 2018 due date by 11:00 A.M.

Vendor Clarification Questions

RFP 18-00093-ARLW – CCT Reservations Call Center

1. Can companies from Outside USA apply for this? (like, from India or Canada)

Any company can participate in this RFP.

2. Do we need to come over there for meetings?

Yes. Once the contract is awarded, meetings will be required between the awarded Contractor and SEPTA.

3. Can we perform the tasks (related to RFP) outside USA? (like, from India or Canada)

No.

4. Can we submit the proposals via email?

No, all proposals must be submitted FedEx, USPS, or hand delivered.

5. Do you happen to have electronic plans and specs regarding this project?

To receive the electronic copy of the Request for Proposal documents, go to SEPTA’s website: www.septa.org . You will find all documents related to the RFP that have been issued to date in PDF format.

Follow this path: Business/Procurement/Bid & RFP Opportunities/Over $100,000 Non-EPS Bid/RFP Opportunities. The RFP documents include Proposers Instructions, Agreement, Scope of Services, Addendums, and any other associated attachments.

6. Are you also releasing a budget, a start date and any union labor participation requirements?

There are no union labor participation requirements and there is no budget information available. The start date is anticipated for May, 2019.

7. Introduction - Can SEPTA supply detailed floor plan of the contact centre operations area and is

it secure entry from the rest of the SEPTA business?

No, SEPTA will not be releasing a detailed floor plan of the contact center operations area. The contact center does not have a secure entry from the rest of the SEPTA business.

8. Background - Basic Concept of Operations - Can you provide concise details of what SEPTA's

Workforce Management Goals are?

The awarded vendor is expected to meet or exceed the objectives or standards set forth in the Scope of Services in the RFP.

http://www.septa.org/


9. Computerized Reservations - Are the contact center services currently delivered by SEPTA's own staff or by an external Vendor?

Services are currently being provided by a third party vendor on SEPTA’s site.

10. Computerized Reservations - If the services are delivered by an external Vendor, what is the name

of the Vendor and how long have they been delivering the services?

The current vendor is Eden’s Corporation and they have been providing services for 5 years.

11. Computerized Reservations - SEPTA has nominated exact numbers of staff working different call types - Did SEPTA decide upon those staffing numbers and if so, are those numbers to high or low to deliver the services at the required service level targets balanced against Quality of Service?

The numbers listed in the RFP are based on current staffing numbers. The vendor is to determine what will be needed to meet the performance standards for reservation based on 29 stations in the call center for reservations.

12. Scope of Service - What is the name of the ACD and the Telephony system used for the delivery

of SEPTA services?

Avaya.

13. Scope of Service - What is the Call To Action for all call types and do they go through the one IVR application? Can SEPTA provide detailed IVR schematic?

Currently, all calls go through the Avaya ACD system and SEPTA does not have IVR. See “Staffing” in the revised Scope of Services..

14. Scope of Service - Staffing - SEPTA to describe or supply process flow chart on the Successful

Vendor SEPTA's request for staff overtime including notification periods?

A process flow chart is not available. Calls remaining in the reservation call queue after 4 pm that result in overtime will be approved by SEPTA’s Project Manager for that day. All other overtime requests must be pre-approved by SEPTA.

15. Scope of Service - Staffing - The table shows 100% all positions currently filled and does that

level of staff meet all Service Level Targets (SLT) in place month on month for 2018 to date? If not, please advise what months SLT's were missed and which KPI's within the SLT's were missed?

This information has no relevance to this RFP.


16. Scope of Service – Reservationists - Do Reservationists and all Vendor staff require security

screening as part of recruitment/appointment process? If so can SEPTA provide details as to what level they require the security screening to be done at?

Yes. The successful vendor will provide, employment verification, criminal background checks that must include local, state, and federal felony and misdemeanor convictions for all Contractor employees – see “Training Requirements” in the revised Scope of Services.

17. Scope of Service – Reservationists - Are current staff delivering the contact center services able to

be employed by the successful Vendor? If so, can SEPTA provide the guidelines and process supporting that strategy?

Yes, the current staff delivering the contract center services are able to be employed by the awarded Contractor. It is the responsibility of the successful Contractor to coordinate the transition/hiring currently in place with the incumbent contractor of the employees (Edens). Hiring guidelines will be provided at a later time.

18. Performance - Performance Standards - SEPTA to supply last 52 weeks of Abandoned Call

Percentage results linked to target of no more than 1% per week otherwise penalties will apply?

Confirmed. See Exhibit # 1 – Weekly Abandoned Calls and Exhibit # 9 – Trend Analysis for Fiscal Years 2015-2017 - Telephone Statistics Summary attached.

19. Performance - Performance Standards - For any of the last 52 weeks where Abandoned Call

Percentage was greater than 1%, SEPTA to confirm the reason why targets were missed

See response to Question 18.

20. Performance- Performance Standards - SEPTA to supply the last 52 weeks of Average Daily Queue Time - linked to target of less that 5 minutes and if missed in any of those weeks, what was the reason?

The reasons for the delays were due to system related problems such as call volume and reservation software issues. See Exhibit # 3 – Weekly Skillset Report Statistics and Exhibit # 4 – Monthly Skillset Report Statistics attached.

21. Performance - Performance Standards - SEPTA to supply the last 52 weeks of Average Handle

Time results - linked to target of no more than 4 minutes a 30 seconds and if target missed in any of those weeks, what was the reason?

The reasons for the delays were due to system related problems such as call volume and reservation software issues. See Exhibit # 2- Weekly Average Talk Time Report attached.


22. Performance - Performance Standards - SEPTA to supply the last 52 weeks of EMAIL volumes, and Service Level Achieved for each week and what is the Service Level Target? SEPTA does not capture e-mail volume data. The service level is found in Exhibit # 3 Weekly Skillset Report Statistics and Exhibit # 4 Monthly Skillset Report Statistics attached.

23. Performance - Performance Standards - SEPTA to supply the last 52 weeks of each other Customer

Contact Channel outside of Inbound Voice and Email? Information is not available.

24. Performance - Performance Standards - Does SEPTA have a plan to introduce CHAT or other

digital contact channels in the next 5 year and if so when and forecasted impacts on the yearly hours within the Pricing Tables for each year of the 5 year contract?

No.

25. Performance - Performance Monitoring - Are all Calls recorded and what call recording system

does SEPTA use?

Yes, all calls are recorded and SEPTA uses Avaya.

26. Performance - Performance Monitoring - Does SEPTA have 100% access to all call recordings at all times or does SEPTA request Call Recordings from the successful Vendor?

SEPTA provides the ACD system which includes all call recordings.

27. Performance - Performance Monitoring - What is the Customer Survey being used by SEPTA and

how is the survey supplied to the customers to complete?

SEPTA currently does not have a customer survey for CCT services.

28. Performance - Performance Monitoring - SEPTA to provide a copy of the Customer Survey?

See response to question # 27.

29. Performance - Performance Monitoring - SEPTA to supply last 12 monthly Customer Survey Results for each Call Type and their respective targets?

See response to Question # 27.

30. Reservation Center Call Observation Form - Is the form in Attachment D to be the mandatory form

used by the successful Vendor for the duration of the contract?

Attachment D – “Reservation Call Center Observation Form” to the Scope of Services in the RFP is a sample form which can be modified with SEPTA’s approval.


31. Price Proposal for CCT Reservations Call Center - SEPTA to explain how the estimated hours were established for each Description Type in each of the 5 years?

Estimated hours were based on current and anticipated usage.

32. Price Proposal for CCT Reservations Call Center - SEPTA to explain why there is no variance in

yearly hours across the 5 years of the contract for each Description Type?

See response to question # 31.

33. Price Proposal for CCT Reservations Call Center - Are there any Strategic Plans created by SEPTA over the next 5 years that will increase or decrease Inbound Call Volumes, Email Volume and any other Customer Contact Channel? If yes, SEPTA to detail the plan and the impacts on all customer contact channels?

No, there are no strategic plans created by SEPTA.

34. Scope of Service - Scope of Service - "The Contractor’s services will be delivered at SEPTA’s

headquarters at 1234 Market Street." We would like confirm that all services must be completed by contracted agents at the SEPTA's Market St Headquarters, including after normal business hours and weekends?

Confirmed, with the exception of all pre-employment screening and soft skills training.

35. Background - Scope of Services - Current staffing level at 100% is 57 FTE's. What is the maximum

Staff capacity at the 1234 Market Street facility?

The maximum staff capacity at 1234 Market Street facility is 41.

36. In the case of a referral had promised to pay in 3 installments does the successful Vendor get a % of that first payment only or on all payments made?

Payments will be made in accordance with SEPTA’s agreement.

37. Are the current Agents direct employees of SEPTA or are they part of an existing outsourcing

company being used by SEPTA?

The current personnel is employed by the existing third party vendor.

38. If the current service is being outsourced by SEPTA, what is the name of the outsourcing company?

This service is not being outsourced.


39. Would the current Agents and Managers be eligible for hire with complete screening by the new

awarded contractor?

Yes.

40. Are there "No Compete clauses" in the current staff contracts or employment status?

No.

41. Scope of Service - Training Requirements - "SEPTA will provide job-specific training to the Contractor’s training staff who, in turn, will train and re-train (as required) new hires at their firm." Does SEPTA supply the successful vendor with all the Agent Training Material (both Soft Skills Training; Customer Service Module & Routematch software)?

No. Soft Skills Training and Customer Service Training will be the responsibility of the Contractor at the Contractor’s facility. The Contractor may use whatever software is necessary to accomplish the requirement. SEPTA will provide all other materials required at SEPTA for technical training, policies, and procedures. See “Training Requirements” in the revised Scope of services.

42. Scope of Service - Training Requirements - If there is no agent training material, does SEPTA

require the successful vendor to create the training courseware in partnership with SEPTA subject matter experts?


43. Scope of Service - Training Requirements - "When a new hire is assigned to this project, the

Contractor will perform initial training on CCT services and the job-specific module of the Routematch software. This training will take place at the Contractor’s facility." To confirm, all training is required to be completed offsite from the 1234 Market Street address in the contractors own facility?

No. See response to Question # 41.

44. Scope of Service - Training Requirements - Can SEPTA supply classroom type facilities to train

new or upskilling of staff at SEPTA Head Office?

Yes. A small classroom will be provided.

45. Background - Scope of Services - Will the contractor have access to a conference room at the 1234 Market Street location for meetings and training?

Yes.


46. Background - Scope of Services - What are the current pain points in the delivery or issues of the current contact center services that SEPTA would want removed by the appointment of a new vendor?

This information has no relevance to this RFP; however, SEPTA is sensitive to unauthorized use of electronics, disorganized offices, office etiquette, confidentiality, and hygiene.

47. Background - Scope of Services - Can SEPTA provide Monthly Call Volumes for the last 12

months for each of the different reservationist channels (this will assist in effective pricing solution)?

The Reservations Unit has only one channel. Refer to data provided in Exhibit # 9 – Telephone Statistics Summary.

48. Background - Scope of Services - Can SEPTA provide Monthly AHT (Talk Time + Hold Time +

After Call Work Time) for the last 12 months for each of the different reservationist channels (this will assist in effective pricing solution)?

See Attachment A – Call Statistics For One Week WMR Control Center Daily Report attached to the Scope of Services in the RFP and See Exhibit # 3 – Weekly Skillset Report Statistics and Exhibit # 4 – Monthly Skillset Report Statistics attached.

49. Background - Scope of Services - Can SEPTA provide Daily Call Volumes for each of the different

reservationist channels for the days of operation for last 2 months. This will be used to create Day of Week ratios to assist in effective pricing solution for SEPTA)?

See response to Question # 47 and see attached Exhibit # 5 – Daily Reservation Report.

50. Scope of Service – Reservationists - Are there any languages other than English required to deliver

services on behalf of SEPTA? If so, an you please advise what languages and percentage of monthly call volumes they are required for?

No. Statistics are not available.

51. Scope of Service – Reservationists - What is the current solution to handle Calls in languages other

than English?

SEPTA has a contract with a translation vendor.

52. Scope of Service – Reservationists - What is the percentage of total call volumes answered in the Spanish and other languages?

SEPTA does not have this information.


53. Scope of Service – Reservationists - Can a third party language interpretation service be utilized to conduct 3 way calls when language access is needed?

Yes.

54. Scope of Service - "SEPTA’s CCT Reservations Call Center will be equipped with a minimum of

29 workstations arrayed in cubicles." Current staffing level at 100% is 57 FTE's. What is the maximum Staff capacity and cubicles at the 1234 Market Street facility?


55. Scope of Service - Considering historical call volume and FTE staff level increases over the last

few years, what is the estimated FTE headcount growth percentage forecasted for the next 3 - 5 years?

None.

56. Background – Basic Concept of Operations – On page 27 “The SEPTA CCT Reservations Call

Center operates weekdays from 7:00 a.m. to 4:00 p.m. and from 7:30 a.m. to 4:00 p.m. on weekends.” On Page 24 “ADA Paratransit services in Philadelphia is provided 365 days a year, 24 hours a day.” Also on page 24 “Shared-Ride Paratransit services within Philadelphia County only. Year around, twenty-four hours a day and seven days a week.” Please confirm the hours of operation, 7:00 a.m. to 4:00 p.m. and from 7:30 a.m. to 4:00 p.m. on weekends, correct?

Confirmed.

57. Background - Basic Concept of Operations - Do you require the successful vendor to operate on

National and State Public Holidays, 365 days per year? Yes.

58. Are you looking for a vendor to perform all of the work at a specific SEPTA location/facility?

Yes.

59. Does the training durations vary by position meaning does each position have its own training period separate from other positions? Yes.

60. Does experience in specific positions serve as training already completed for other higher level roles? No. The experience of other positions determines the amount of training required.


61. Does SEPTA have any security requirement software provided via another vendor or directly from SEPTA? Security software is provided by SEPTA.

62. Page 44 (Document Page 26) - Does SEPTA provide PC hardware and software including installation at the Contractors location? If so, what software limitation does SEPTA have? No, SEPTA does not provide hardware or software at the Contractor’s location.

63. Does SEPTA plan on using its own ACD or will allow use of the Contractor's ACD to support the project? SEPTA will use its own ACD.

64. What is the current attrition rate? This information is not relevant to this RFP.

65. What is the reporting cycle/timeline? The cycle/timeline depends on the type of report and ranges from a daily to monthly.

66. How many performance audits are done per agent per month?

Currently, there is a minimum of 2 per month.

67. What pre-screenings are required if any?

See response to Question 16.

68. Are the current FTE’s temporary associates able to be transferred to the agency awarded the contract?

The awarded vendor will need to work with current vendor.

69. How many calls on average does the FTE take?

The average number of calls per day varies by day, agent skill level and call volume. Average call volume per agent is 60-80 calls on Saturdays and Sundays. Average call volume per agent is 50-70 calls on weekdays (Mon-Fri).

70. Is the Project Manager considered the agency’s on-site supervisor?

Yes.


71. Will the Project Manager’s costs be billed back to SEPTA?

Yes. 72. Please confirm there is no disadvantaged business enterprise goal established for this project, and

that a good faith effort is not required.

Confirmed. 73. Will SEPTA accept a USB/flash drive for the electronic proposal copy in lieu of the required

CD/DVD?

Yes, as long as the document contained on the USB/flash drive is in searchable PDF.

74. Will SEPTA consider lowering the 50% annually-renewable performance bond requirement to 10% or 20% of the Annual Contract Sum?

Yes. SEPTA will reduce the annual renewable bond to 20%. See revision to Section 39 in the Agreement.

75. Is SEPTA providing the Internet connection for the contractor to use Routematch and any other

software that requires a data connection that is used to provide services to SEPTA?

Yes, the agents assigned to this contract will be provided with an internet connection to perform the functions of the job.

76. Is SEPTA providing the LAN network infrastructure for the CCT Reservations Call Center?

Yes. 77. Is SEPTA providing any IT resources (computers, Internet, etc.) for contractor staff located at

SEPTA’s facility that is supporting the call center? Are there any exceptions?

SEPTA is providing workstations and internet connection to all agents with the exception of the Project Manager as described in the Scope of Services.

78. Is SEPTA providing the inbound/outbound voice trunks for the telephony system?

Yes. 79. Please provide a listing of current employees with pay rates and seniority.



80. Please provide detail of current benefits offered to employees (medical, dental, retirement, etc.)

and current participation rates.

SEPTA is not privy to this Contractor information. 81. Please provide the CBA (if applicable), including any applicable amendments and MOUs.

SEPTA is not privy to this Contractor information. 82. 49 U.S.C. 5333(b) under the Federal Transit Act (also referred to commonly as "13c"): Please

confirm that there are no outstanding employer liabilities that would carry over from the current contract to the new contractor that need to be accounted for. As an example, in some cases there are underfunded pension programs that would cause a financial concern.

This information is not available to SEPTA.

83. Can startup costs be shown separately from the year 1 rate on the cost proposal?

No. 84. Can startup costs be reimbursed at the end of the startup period?

No. 85. What is the current rate paid to the contractor for the existing service?

This information has no relevance to this RFP. 86. Please provide invoices for the last 12 months.

See Exhibit # 6 – Redacted Invoices attached. 87. Please provide a history of liquidated damages for the last 12 months.

This information has no relevance to this RFP. 88. Will contractors have the ability to adjust pricing, if payroll hours increase or decrease by +/-

10%?

No. This is a requirements type contract and SEPTA is not obligated to expend any specific amount.


89. Attachment A provides one (1) week of call history. Please provide a history of call logs for the last 12 months, to include: Calls Per Day, Call Cycle, Trips per Day, Average Call Length, and Bookings per phone call.

Historical data is not available for calls per day, call cycle, average call length and bookings per call due to system storage limitations. See Exhibit # 7 – Booked Trips attached.

90. Please provide the definitions for each of the columns in Attachment A. For example, what does

Skillset Open, Available Time, All Agent Busy Time, etc. represent? The definitions to these industry terms will be provided to the successful proposer.

91. Please confirm if reservationists are able to clone trips.

Confirmed, agents are able to clone (i.e. copy) trips. 92. Can SEPTA please confirm the subscription rate?

Standing order are no more than 50% of all reservations in any service hour. 93. Can SEPTA please confirm what the key personnel positions are?

See the list of personnel positions listed in the Scope of Services (Attachment 2 of the RFP). 94. Please provide an attendance log for the last month.

These records are not available. 95. Please confirm if the reservationists, special project staff and “where’s my ride?” agents have a

script they’re requested to follow, and if so, please provide the scripts.

Agent scripts will be provided to the successful proposer. 96. Project Timeline - RFP SOW - What is the anticipated Notice to Proceed date?



97. Work Locations - RFP SOW – Introduction - "The employees contracted through any agreement

will book customer trip reservations and support the operations assigned to this Project at a Call Center equipped to comply with the requirements of this Scope of Services. Currently the CCT Reservations Call Center is located at SEPTA Headquarters, 1234 Market St, Philadelphia, PA 19107. Then in the Scope of Services it states "The Contractor’s services will be delivered at SEPTA’s headquarters at 1234 Market Street." To confirm, is the contractor to provide the location, or is the center to remain at SEPTA, 1234 Market St., Philadelphia?

Services will be provided at SEPTA’s headquarters located at 1234 Market Street – see the “Introduction” in the revised Scope of Services.

98. Union - RFP SOW - Is the current workforce under a CBA and/or represented by a union? If so,

what is the name of the union?

See the response to Question # 6 and Question # 81.

99. Workforce - RFP SOW – Introduction - The employees contracted through any agreement will book customer trip reservations and support the operations assigned to this Project at a Call Center equipped to comply with the requirements of this Scope of Services. Currently the CCT Reservations Call Center is located at SEPTA Headquarters, 1234 Market St, Philadelphia, PA 19107. Does SEPTA wish to retain the existing employees in the call center, in the event the incumbent is not chosen?

Retention is preferable but not required.

100. Workforce - Are the current employees, contract employees or direct employees of SEPTA? If

with a contractor, what is the name of the incumbent organization?

No, the employees are hired through Eden’s Corporation who is the current vendor. 101. General - Who manages Where's My Ride calls after hours and weekends?

SEPTA staff. 102. General - http://www.septa.org/service/cct/faq.html - On the SEPTA website FAQ page, there are

two different phone numbers for "Where's My Ride" calls. (215) 580-7145 / 215-580-7720. Are both of them answered by the CCT call center during business hours?

Yes, both lines are answered by CCT Call Centers during normal business hours.

103. Pricing document is forecasting no growth. What has been the trend over the last 5 years? What

is the reason cited for a zero growth forecast?

See response to question # 31. There is zero growth anticipated because of the level of call center activity is not expected to change.

http://www.septa.org/service/cct/faq.html


104. Budget - What is the current budget for this call center?

This information has no relevance to this RFP. 105. Job Description - “Where’s My Ride” Agent—Believe Education and Qualifications section was

copied from previous position (Reservations Supervisor). Please confirm and revise if necessary.

Confirmed. See “Where’s My Ride” Agent in the revised Scope of Services. 106. SLA (Service Level Agreement) - Performance Standards - For Abandon Rate, Contractor should

not be penalized for passengers who hang up quickly. For example, for WMR calls, passengers often hang up after only a few seconds because their ride arrives while they are in the call queue. Please confirm that the 1% abandoned call rate SLA will be calculated as “calls abandoned after threshold” divided by “calls offered.” SEPTA expects the performance standards to be met as referenced in the Scope of Services.

107. SLA (Service Level Agreement)- Performance Standards - Please confirm “daily average service

level of 85% or better” means 85% of calls answered were answered in _____ seconds or less?

Ninety (90) seconds or less – see revised Scope of Services – see “Performance Standard” in the revised Scope of Services.

108. Call Stats - Attachment A – Call Statistics - For the “Answered after Threshold” and “Abandoned

after Threshold” columns, how many seconds is considered “Threshold” for this report?

Ninety (90) seconds is considered “threshold” – see “Performance Standard” in the revised Scope of Services.

109. Response Format - Will you provide an excel version of the Price Proposal?

All documents are provided in “PDF”. 110. Background - Will you provide anticipated growth of ridership/calls over the next 5 years?

See response to question #31. 111. What is the projected award date, transition time frame and start date?

Transition will be approximately 90 days. See response to Question 6. 112. Are any of the existing employees covered by a collective bargaining agreement?

No.


113. Will all existing employees be eligible for hire or will they be offered other positions with SEPTA?

Contract Employees are eligible for hire and may also apply to open positions at SEPTA after 480 hours of service, with no financial obligation to the awarded vendor.

114. Is the call volume provided representative of the entire year or is call volume seasonal?

Call volume varies on season. 115. Personnel - Will drug and/or background checks be required for all employees?

See response to question #16. 116. How should transition/start-up expenses be reflected in the price proposal? Should they be

included in the Year one pricing?

It is up to the vendor how costs are allocated. 117. What is the current average speed of answer?

See response to Question # 20. 118. Please confirm hours of operation for the subcontractor. The RFP indicates Reservations is open

M-F 7 am to 4 pm and then 7:30 to 4 pm on Saturday/Sunday. Are the hours the same for “Where’s my ride” calls?

The hours of operation for Where’s My Ride hours is Monday to Friday; 6 am to 6 pm. See “Where’s My Ride Agent” in the revised Scope of Services.

119. Does Dispatch handle calls received after the call center is closed?

Yes. 120. On page 39 of the RFP, non-disciplinary staff development training is discussed. Please confirm

that these hours would not count toward the annual total of 6,240 trainee hours.

Confirmed. 121. Request - Please provide minutes, attendance list or any information discussed at the pre proposal

meeting. See attached.


122. Response Submittal - Could the tech proposal and cost proposals be submitted on a flash drive instead of a CD/DVD?

The technical proposal must be submitted in hard copy with an electronic version that can be submitted on a flash drive instead of a CD/DVD as long the information is in searchable PDF. The cost proposal cannot be submitted on a CD/DVD or a flash drive.

123. Response Submittal - Could you provide a list of required forms to ensure we are providing them

all?

Any form that requires a signature. Please date, sign, and submit all forms. If the form is not applicable, please use N/A and still date and sign and submit the form.

124. Who is responsible for writing current or new reports in your ACD/PBX system?

SEPTA. 125. Are there support contracts in place for all of your key systems? Who escalates an issue?

Yes there are support contracts in place for the key systems. Problems are reported by the Contractor to SEPTA and SEPTA escalates the issue.

126. Will SLA (Service Level Agreement) penalties be waived if they are caused due to systems

issues?

Yes. 127. Is there a direct contact for system related questions or issues within the SEPTA Project

Management team?

Yes. 128. What is the system and version you are using for your ACD? (Avaya IP Office – Voicemail Pro

or Orchestration Designer)

Avaya AACC 6.4 Version Aura Contact Center. 129. What is the IVR system and version being used?

SEPTA does not have an IVR – see “Staffing” in the revised Scope of Services. 130. What is the CTI system and version being used?

The CTI system is not used at SEPTA. SEPTA uses AAAD Avaya Aura Agent Desktop. 131. What is the Reporting system being used? (Avaya ACCS or Contact Center)


Refer to answer for #128.

132. What is the call recording system and version being used? (Avaya Contact Recorder?)

Refer to answer for #128. 133. Is there a different system used for Call Quality scoring?

No. 134. Can you provide a layout of the existing center?

See response to Question # 7. 135. States training will take place at the contractor facility. During transition, will the contractor have

access to the training facility at SEPTA or need to provide their own?

See “Training Requirements” in the revised Scope of Services. 136. Attachment 3 Pricing Proposal - In the notes section the description for overhead includes rent

utilities and equipment. Are there any anticipated charges from SEPTA to the contractor for the use of the facility?

No.

137. Contract - All Information and Findings to Remain Confidential - If the call center becomes a

union environment, how would we go about providing the union copies of recordings if necessary? How this is currently handled?

This information is not relevant or available for this RFP.

138. Contract - If the statutory minimum wage increases or additional benefit requirements are passed affecting Contractor's costs during the term of the contract, is SEPTA willing to negotiate in good faith to increase contractor's billing rates accordingly?

Contractor may submit a request for SEPTA’s consideration and final decision.

139. Is the awarded contractor responsible for any rent or utilities costs while operating out of the SEPTA facility?

No.

139. Is the awarded contractor required to furnish the SEPTA provided facility?

No.


140. Is the awarded contractor required to provide any technology or equipment used to facilitate the

operations of the contract?

See response to Question # 77. 141. Is the awarded contractor required to provide telephones, computers, fax machines, copy

machines, etc.?


142. Is the awarded contractor required to provide any stationary, pens, pencils, paper etc.?

No. 143. If the awarded contractor isn’t required to provide anything, are there any costs required to be

reimbursed to SEPTA by the awarded contractor?

No. 144. Is there a union for the current staff and if so can you confirm which union represents the staff?

See response to Questions # 98. 145. Can you provide the current salaries and benefits provided to the current staff?

This information has no relevance to this RFP. 146. Please provide the most current 6 months of invoices from the current provider.

See response to Question 86. 147. Please provide a copy of the current contract.


148. As per the Philadelphia City Ordinance regarding minimum wage the previous year was $12.30 per hour, has this increased?

It is the responsibility of the vendor to review the Philadelphia 21st Century Minimum Wage Ordinance. See “Staffing” in the revised Scope of Services.


149. During the pre-bid meeting the CCT representative indicated that there is a supervisor and back

fill supervisor for Where’s My Ride. Will SEPTA amend the manpower recap to reflect this change?

There will be no change in manpower.

150. The manpower recap indicates the project manager at 2000 yearly hours, this position is a 40 hour

a week position it should be 2080 hours, will SEPTA amend the hourly recap?

See the revised pricing schedule.

151. Considering the amount of clerical duties that this contract requires, would SEPTA consider adding a clerical position?

No.

152. A. What is SEPTA’s policy for this contract regarding overtime?

Policy: SEPTA does not pay overtime unless it meets the specified rules for overtime - see the Scope of Services – Contractor Payment.

B. Does overtime have to be approved on the day it has occurred?

Yes, overtime has to be approved by SEPTA on the day it occurs. See also Question 14.

C. What are the conditions that SEPTA will not approve overtime?

SEPTA will not provide overtime due to staffing deficiencies. 153. What is the average number of incoming daily calls for Where’s My Ride? Can this be broken

down by day of the week?

See Attachment A – Call Statistics For One Week WMR Control Center Daily Report to the Scope of Services of the RFP and Exhibit # 3 – Weekly Skillset Report Statistics and Exhibit # 4 – Monthly Skillset Report Statistics attached.

154. What is the average number of incoming daily calls for Reservations? Can this be broken down

by the day of the week?

See response to Question # 153. 155. What if any is the impact of cancellation or lateness of the CCT tours? Will SEPTA take these

incidents into consideration?

They have already been taken into consideration.


156. Will a Best and Final be requested from all bidders? Or only those vendors under consideration?

See Section 2 – Selection Process – Section II - Selection of the RFP. 157. Under the commercial general liability insurance, a) limits of liability $1,000,000 per occurrence

b) products competed operations liability; Are the vendors responsible to obtain this insurance? Please explain the coverage.

Yes, Completed Operations insurance is a basic component of a Contractor’s General Liability Insurance. It covers work of the insured that has been performed under a contract.

158. Contract states that SEPTA may issue a liquidated damage for failure to remedy deficiencies;

could SEPTA provide examples of such deficiencies?

See Attachment 2 – See “Liquidated Damages” in the revised Scope of services. 159. At present the employees of the contractor are given a transportation pass to be able to ride on

any city transit vehicle; will this program continue for the next new contract?

Yes – see “Building and Transportation Passes” in the revised Scope of Services. 160. Will SEPTA review a weekly payroll/SEPTA bill to insure that any differences are corrected

timely?

Yes. 161. Currently, the reservation room can only hold 23 agents, on the high call volume days, will

SEPTA allow additional space/and equipment to be used if the contractor requests such when adjusting to an influx of call on certain days of the week?

The reservation room holds 29 agents (23 reservationist’s agents and 6 special project agents). No additional space/and equipment will be permitted.

162. Will SEPTA have a designated station for a trainee to review the process for Technique Training

or retraining of the employee?

No. 163. Indicator failures, for many reasons some of the standards cannot be met, if any of the 5 standards

fall below the indicator, is it correct to say that the contractor will receive liquidated damages in the amount of $200.00 per week?

$200.00 per week per standard.

164. Would SEPTA consider having a portion of the call staff located offsite?


No.

165. It seems that only 23 agents can be on the floor at one time.

Yes, but that does not include “Where’s My Ride”, special projects, and supervisory personnel. 166. Can the amount of stations be increased on reservations floor, or can other areas be utilized to add

more agents on the heavy days?

No. 167. What are all of the current versions of the software being used for communications?

See response to Question # 128 and Question # 130. 168. What is the current call abandon rate over the course of one month?

See response to Question # 18 and Question # 19. 169. What is the average daily call queue time?

See response to Question # 117. 170. When was the current software updated? Do these updates have impact on the contractor’s skill

performance?

The current software will be updated in October and an impact is not anticipated. 171. Under liquidated damages, it is noted that the contractor is responsible for providing reports.

What reports is SEPTA referring to?

See “Reporting” in the revised Scope of Services. 172. On the current contract, what was the rate of same day rides? Can you please provide the monthly

quantities?

In FY’17, the monthly average of same day rides was 37. 173. After the class room training of a new hire, is that person given a test and what score must they

receive to move forward?

Yes, a test is administered and the score must be 85 or higher. See “Training Requirements” in the revised Scope of Services.


174. Currently, after classroom training, the trainee then goes side-by-side with an experienced

reservation agent, shouldn’t that trainer receive a trainer rate of pay, is that included in the specs of this contract?

No, side-by-side training will not receive a trainer’s rate of pay. This training is the responsibility of the Reservationist. See “Reservationist” in the revised Scope of Services.

175. Will SEPTA provide each agent with their noise reduction head set?

Yes. 176. What were the liquidated damages incurred by the previous contractor?

This information has no relevance to this RFP. 177. What is the present contracts turnover rate by position?

See response to Question # 64. 178. How many phone lines will be coming into the reservations call center?

There are 69 trunk lines dedicated to the Reservation Department with an addition 23 shared trunks.

179. What is the average hold time on a Monday verses a Thursday?

See Attachment A - Call Statistics for One Week WMR Control Center Daily Report to the Scope of Services in the RFP.

180. Please describe what calls are actually directed to the reservations call lines?

Reservations calls are directed to the Reservations Call Lines. 181. What does SEPTA consider an “interruption of service”?

Telephone or computer system failure. 182. If the initial classroom training is being done at the contractor’s location, will SEPTA be

providing the Routematch software? Or any other software necessary to conduct training?

Initial classroom training for new hires is being performed by the Contractor at the Contractor’s location for soft skill and customer service training only. The contractor may use whatever software is necessary to accomplish the requirement. See “Training Requirements” in the revised Scope of Services.


183. If there are costs to the contractor for the above software, please advise what the costs would be?

Any costs associated with Soft Skills and Customer Service training will be borne by the Contractor.

184. Currently, there is a contract employee in the Scheduling Department, but it is not noted in the

contract, will SEPTA be adding this to the manpower hours?

The hours for this head are included in the headcount for the Special Projects Group and a description has been included in the Scope of Services. See “Special Project Staff (Scheduling Department)” in the revised Scope of Services.

185. Will SEPTA be managing the contractor’s employees in the Billing, Where’s My Ride and

Scheduling departments?

Yes. 186. SEPTA’s customer service department closes for lunch for one hour, where are those calls

diverted to?

The customer receives a message that they are closed during their lunch period. 187. Would SEPTA consider adding to the manpower hours, as to having two stand-by agents for two

hours on the heavy call volume days?

No. 188. What is the Where’s My Ride daily schedule? Hours of operation?

See response to Question # 118. 189. On average, how many rides does each of the Special Department agents book each day?

The number of trips booked varies by day but the average ranges from 120 to 400 trips a day. See Exhibit # 7 – Booked Trips attached.

190. Currently Special Projects Department does not have a supervisor in that room, and given the

amount of rides processed, would SEPTA consider adding a “lead” agent or another supervisor?

No. 191. Focusing on training, would SEPTA consider adding to the manpower hours, a full time trainer?

No.


192. Referring to the documents generated by the contractor on the new contract, what exactly will be

the property of SEPTA?

See Section 13 – “Data to become Property of SEPTA” in the agreement. 193. Can you please provide the amount of same day rides the current contractor has received each

year?

See response to Question # 161. 194. SEPTA has stated in the contract that after 20 same day rides in one month’s time that they will

initiate liquidated damages, given the fact that Special Projects alone can book triple the rides that the regular reservation agent books, can SEPTA adjust this number to be higher?

No.

195. When tours are turned back by the Paratransit contractor, we are sure this impacts the call volume,

in the reservation department and Where’s My Ride as well, does SEPTA consider this before administering liquidated damages? Will SEPTA provide that information to the contractor on a daily basis?

This will have no bearing on the liquidated damages for the Reservation Department. This information is provided to the Where’s My Ride staff daily.

196. The repetitive problem that seems to be occurring for same day rides, is the address and the

mobility type, is there some way the screen can be formatted to bring more attention to these areas?

No.

197. Where’s My Ride department, helps out the Dispatch department, what calls are sent to the

Where’s My Ride department and what is the daily volume that they handle?

Refer to Attachment A - Call Statistics for One Week WMR Control Center Daily Report to the Scope of Services in the RFP.

198. SEPTA stated that they can hire the contractor’s employees after 480 hours, will SEPTA change

this rule to a higher number, more like 6 months? How many of the current contractor employees were hired by SEPTA?

No, SEPTA will not change this rule to a higher number and the 480 hours will remain as stated in the RFP. The current contracted employees hired by SEPTA is not available due to the hiring applications procedures.


199. The reservationist are handling reservations by a single patron, is there ever a case where the

reservationist is handling more than one or two rides, and if so doesn’t this impact the call length and the time in the queue and possible the service level?

Yes, customers are not limited to the number of trips they can book. This may impact call length and is reflected in the averages provided in the RFP.

200. What does it mean when the agents refer to “negotiated times”?

The customer requests a specific pick-up time. When the time is not available, the agent must negotiate a different pick-up time with the customer based on system availability.

201. Would you be amenable to a second location to perform a portion of this work and provide a

disaster recovery solution?

No. 202. Attachment 2 – Staffing - and Attachment A - Call Hours Call data provided was for 6am to

5:45pm Monday-Friday which does not match the hours in the RFP of Monday-Friday 7am – 4pm, Saturday and Sunday 7:30am – 4pm. Does this mean the hours will change for the contractor from the call arrival data provided?

No, Attachment A to is data for Where’s My Ride. See Exhibit # 8 – Call Statistics for One Week for Reservations Control Center Daily Report – March 3, 2018 – March 17, 2018 attached.

203. General - Historical data - Can you provide monthly call and average handle time for the past 12

months?

See Exhibit # 2 – Weekly Average Talk time Report. 204. General -Holidays Observed - Would SEPTA verify what staff would be required to work 365

days of the year. If none, what are the holidays observed by SEPTA?

The Reservation Department is open 365 days a year. “Where’s My Ride” Department staff may be limited and hours may change on holidays that fall on a weekday.

205. General – Back office/Outbound Calls - Is there any back office or outbound call work? If so can

you, please provide volumes for the past 12 months?

This information is not available. 206. General – Forms – Which forms are required to be signed and submitted with the response?



207. General – Notice-to-Proceed (NTP) – Would SEPTA provide the estimated date when they would expect the selected vendor to take over management of the operation (go-live date)?


208. General – Background Checks, drug testing – Would SEPTA provide information regarding its

requirements for employee assessments (i.e. background checks, drug testing, etc.)?

See response to question # 16. 209. General- SEPTA employees - Does SEPTA employ the current staff or are they employees of a

contractor? If they are SEPTA employees, are they union employees?

See response to Question # 10 and response to Question # 98. 210. Basic concepts of operation - Contractor shall assign specific personnel to units of work in

accordance with SEPTA’s workforce management goals. SEPTA utilize Routematch cloud hosted software to support the reservations trip booking, trip scheduling, “Where’s My Ride” and billing processes. Please clarify, will agents have access to all Routematch screens (i.e.: Reservationist being able to view Where’s My Ride info)?

No. They will have access to the modules that are required to do their jobs.

211. Basic concepts of operation - The responsibilities of the Contractor are to provide a variable

number of staff for reservations, dispatch support for “Where’s My Ride” intake to satisfy the volume of customer calls (call statistics for one week are attached below to the Scope of Services - Attachment A -WMR Control Center Daily Report) and a fixed number of staff for billing support (henceforth referred to as ancillary support positions). - Can SEPTA, please explain the billing process conducted by the ancillary support staff? Are these invoices from other agencies or customer billing?

The ancillary clerk is responsible for assisting in the data entry and report generation as part of the invoice approval process. The Ancillary Clerk will reconcile invoices from the paratransit vendors and enter paratransit service revenue hours into spreadsheets. The invoices being generated from the data entry will eventually become the basis for payment to the paratransit contractors. See “Ancillary Clerical” in the revised Scope of Services.

212. Computerized reservations - Trip requests come via telephone call for demand trips, or by email

(sponsored senior and ADA trips). Please clarify, if requests for sponsored senior and ADA trips will solely come through the reservation phone line or email?

Sponsored ADA or Senior trip requests come via facsimile or e-mail, not by phone.


213. Scope of Services - The Routematch software will be supported by Routematch Customer Care.

Respondent firms should highlight any additional software proposed as part of the management or operation of the CCT Reservations Call Center (i.e., personnel scheduling or workforce management packages). For clarification, what features are included in the Routematch software system (i.e. Reporting, scheduling etc.)?

Routematch is a trip scheduling software. The software includes Reporting, Customers, Trips, Dispatching, Scheduling, and Verification. These are the basic modules used by the CCT Reservations Call Center.

214. Staffing – Handling of IVR and web-based trip requests including retrieving information,

negotiating trip time with the customer and finally inputting this information into the Routematch reservations module.

SEPTA does not have an IVR or a web-based trip request application. See “Staffing” in the revised Scope of Services.

215. For clarification, are IVR trips directed into the call queue or are these outbound callbacks?

See response to Question # 214. 216. Please provide the number of web-based trip requests? Does the system automatically verify

eligibility information when the customer attempts to schedule a trip or is the customer denied trip scheduling and advised to contact the call center?


217. Reservationist General Duties – Review and update multiple software applications

simultaneously to analyze and determine a customers’ trip eligibility. Under the Reservationists general duties, multiple software applications are referenced. Please clarify what the multiple software applications are? Is Routematch the only system the Reservationist will use in their role?

See “Reservationists” in the revised Scope of Services.

218. Reservationist General Duties - Coordinate with other departments to ensure the accuracy of

customer and travel information. For clarification purposes, what other SEPTA departments will the Reservationist coordinate with to ensure the accuracy of customer and travel information? What is the process to confirm travel information?

At times the Reservation Department has to coordinate with SEPTA’s CCT Program Eligibility and Regulatory Compliance (PERC), Scheduling, and Control Center Departments. See “Reservationists” in the revised Scope of Services.


219. Special Project Staff Overview - The Special Project staff primary responsibility is to coordinate

and process transportation for various agencies. The Special Project staff will be required to provide an ultimate level of service to all CCT customers, agencies and SEPTA employees 365 days a year. Please clarify, if part of the duties of the Special Project staff are to handle customer escalations and complaints?

No, the customer complaints and resolutions and any customer complaint escalations are handled by the Reservationists Supervisor.

220. Special Project Staff Overview - Handle outbound and inbound calls from external and internal

customers. - Manage transportation services for 25-50 agencies. The Shared-Ride coordinators in the suburban counties are listed as: Bucks County Transport/Bucks County; Krapf Coaches, for Chester County; Community Transit, for Delaware County; TRANSNET, for Montgomery County - Can SEPTA please provide a list of the 25-50 agencies referenced in Special Project Staff section on page 31?

The Shared-Ride coordinators in the suburban counties are not listed in the RFP. The list of agencies will be provided to the successful contractor.

221. Special Project Staff - Develop a rapport with coordinators from each site to ensure accurate and

efficient transportation service for all registered CCT Customers. Can SEPTA please clarify, what the additional sites are that you refer to in Special Project Staff section on page 31?

See “Special Project Staff – (Reservations Dept.)” in the revised Scope of Services.

222. Where’s My Ride agent overview - Process day of service transportation requests, changes,

vehicle locations, and cancellations via telephone, fax, email and internally using the current scheduling software. Can SEPTA please clarify, if Where’s my Ride inquiries are handled via telephone, fax, and email? Are these inquiries real time? Would these agents handle same day cancellations only and other request handled by Reservationists?

Where’s My Ride inquiries are handled via telephone in real time. These agents handle same day cancellations as well as errors made by reservationists.

223. Ancillary Clerical overview - The primary responsibility of employees in this position is to assist

SEPTA CCT personnel of the Billing Section perform data entry and report generation. General Duties: Perform general clerical duties as assigned including data entry and invoice validation. Assist in preparation of simple financial and statistical reports. For clarification purposes, can SEPTA explain the billing process and what type of data is being entered and invoices generated?



224. General Requirements for Submissions by Contractors - Contractor shall also submit other reports

and documents from time to time as requested by SEPTA, Pennsylvania Department of Transportation and Federal Transit Administration. Such other submissions may be required by those agencies and shall not be in additional program cost. Please clarify, are all reports run from the Routematch system? Please clarify if any reports are run from the ACD System?

Reports are run on Routematch and the ACD system.

225. Key Performance Indicators or Performance Standards - SEPTA will audit and evaluate all

training programs, coverage, telephone metrics, and performance files to determine compliance with SEPTA’s requirements outlined above. Failure to remedy any deficiencies identified by SEPTA may result in issuance of liquidated damages and/or withholding payments by SEPTA until such deficiencies are remedied. Training programs are not included in Key Performance Indicators or Performance Standards on page 43. For clarification, can SEPTA provide the performance requirements that will be evaluated for training programs?

See “Performance Standards” in the revised Scope of Services.

226. Performance Standards/Same Day Trips – Standards – RFP states that Same Day Trips should be

kept at a minimum; no more than 20 same day trips in a calendar month. SEPTA website states that “there is no same day or emergency service”. Must not exceed 20 Same Day Trips as a result of Reservation/Special Projects agent’s negligence within a calendar month. For clarification, please define what qualifies for a same day trip? How it is verified that it was agent error?

Same Day Transportation is provided as a result of an error made by CCT. Reservation agent’s errors verified through review of ACD recordings and agency emails.

227. Attachment A – Call Statistics for One Week WMR Control Center Daily Report. - Can SEPTA

please provide the Reservationist Control Center Daily Report and statistics for the Special Project staff calls? Please provide stats on the number of faxes and emails received.

See Exhibit 8 – Call Statistics for One Week for Reservations Control Center Daily Report – March 3, 2018 – March 17, 2018. The Special Project staff calls, emails and fax information are not available.

228. Attachment A – Saturday and Sunday Arrival Data – Please provide arrival data for Saturday and

Sunday, current call data is only Monday-Friday.

Data was provided for Call Statistics for One Week WMR Control Center Daily Report only (Monday-Friday). See Exhibit 8 – Call Statistics for One Week for Reservations Control Center Daily Report – March 3, 2018 – March 17, 2018 attached.


229. Attachment A - Average Handle Time - Please provide average handle times by interval for

Monday-Sunday?

See response to Question # 21. 230. General Question –Staffing - Does SEPTA envision the new vendor converting existing staff?

That decision will be between the awarded vendor and the current vendor. 231. General Question -Wage Rates - What are the current wage rates for the existing staff?

This information has no relevance to this RFP. 232. General Question – Existing Reward and Recognition Programs - What reward and recognition

programs are currently in place along with annual costs?

Recognition programs are the responsibility of the awarded vendor. 233. General Question – Existing Health Benefit Plans - What health benefits plans are in place for the

existing staff?

SEPTA is not privy to this information. 234. General Question – Existing Attrition Rates - What are the current overall SEPTA attrition rates

for the staff that supports this current scope of work?

See response to Question # 64. 235. General Question – Employee Engagement Survey - Are employee engagement surveys

conducted regularly? If so, at what intervals?

No. This is the awarded vendor’s responsibility. 236. General Question – Recruitment Strategies - What recruitment strategies are in place to recruit

employees that support the scope of work that will be transitioned?

This is the awarded vendor’s responsibility. 237. Attachment 2 - Training Requirements - Is it one week one (1) week of job specific training and

up to three (3) weeks of in-service training thereafter, as needed and appropriate for Reservations and the same for WMR?

Yes.


238. Attachment 2 - Training Requirements - The assumption is the training is unique to each position

and will include different applications of Routematch or are agents cross-trained on all applications?

No. It is job specific.

239. Attachment 2 - Training Requirements - What training is required for the ancillary positions (i.e.:

billing)?

No training is required. 240. Attachment 6 - Multiple places - Is a DBE a requirement? Seems to reference but does not

indicate if it is mandatory. Is there a criteria penalty for not choosing to use one?

There are no DBE goals. See Attachment # 6 – Disadvantaged Business Enterprise (DBE) Requirements of the RFP.

241. Attachment 3 - Project Manager listed at 2,000 hours while Ancillary hours are 2,080. Is this a

typo or is this position less than full time?

The Project Manager is expected to be on location 2,080 – pricing schedule is adjusted to reflect the correction.

242. Technical Proposal Can SEPTA please clarify, where the Scope of Work (SOW) should be

placed in the proposal response? Should the SOW be placed in the Operational Plan or Management Plan section?

The Scope of Work is the description of services required by SEPTA for the Request for Proposal. When a vendor is awarded the contract, the agreement is conformed to include the Scope of Work.

243. Contract - Termination for Convenience - WARN regulations require us to give employees 60

days' notice of closing a center. Please provide us at least 60 days' notice so that we may comply with WARN regulations.

No change.

244. Contract - Same as above. Please provide at least sixty (60) days' notice of any intent not to

exercise the option year(s).

No change.


245. Price Adjustment - Include provision that provides for price adjustments if Contractor’s revenue

decreases or Contractor’s costs increase as a result of (i) changes to the of work / service hours requested by the Authority, (ii) changes in laws, rules, regulations, etc. applicable to the services to be provided by Contractor, and/or (iii) wage increases necessary for Contractor to be able to recruit and retain qualified employees as a result of an increase in the minimum wage in the City or County of Philadelphia or surrounding jurisdictions. If the parties are unable to agree on a rate adjustment, then either party may terminate the contract upon 120 days written notice to the other party.

Proposed language and explanation -Contractor needs price protection for changes requested by the Authority, or for matters that were not contemplated at the time of Contractor’s proposal.

No change.

246. Force Majeure - Include force majeure provision relieving both parties from performance under

the Contract for circumstances beyond their reasonable control (acts of God, war, labor strikes or disputes, terrorism, etc.).

Proposed language and explanation -Contractor should be excused from performance under the contract for circumstances beyond Contractor’s control.

See added language – Section 44 – Force Majeure - Agreement.

247. Contract §4.a. / §43 – Renewal Options - Authority has option to extend contract for two

additional one-year periods. Revise to require mutual agreement for any extension of the Agreement, with pricing to be negotiated by the parties.

Proposed language and explanation -Extension of the Agreement should require mutual agreement, and should allow for price adjustments, to reflect changes in Contractor’s cost to operate the service.

No change.

248. Contract §21 – Termination for Convenience - Authority may terminate at any time upon notice

to Contractor.

Revise to provide for 60 days prior notice of termination. Contractor will have contract termination costs as well as employment termination obligations required by law (WARN ACT, etc.) that would be mitigated by advance notice.

No change.


249. Contract §23 – Indemnification - Broad indemnity for all losses related to the Project.

Proposed language and explanation - Revise indemnification to limit the indemnity to actions or omissions of Contractor or its employees, agents, subcontractors, etc. For damages resulting from the joint negligence of the Contractor and the active negligence of the Authority, damages should be apportioned on a percentage of fault basis.

No change.

250. Contract §31 – Disputes - Disputes determined by the Authority’s designated representative.

Proposed language and explanation - Delete provisions for determination of disputes by the Authority’s representative. Disputes should not be conclusively determined by either party to the dispute. Disputes should be resolved by agreement of the parties or through mediation. If the parties are unable to resolve the dispute, then either party should be able to initiate legal action at that time.

See revised language in Agreement.

251. Insurance - b. Policies to Remain in Force - All policies shall provide for thirty (30) calendar days

written notice to SEPTA, and all other Named Insured, before cancellation by the company issuing the insurance. If such notice is not provided for within the basic terms of the policy, it shall be provided by endorsement or notation on the Declarations Page.

Proposed language and explanation - Should any of policies required in the section be cancelled, contractor shall provide thirty (30) calendar days written notice to SEPTA. Most insurance carriers will not endorse a policy to provide notice of cancellation to anyone other than the first named insured on the policy.

See revised language in Agreement.

252. Insurance c. Named Additional Insureds - Contractor/Consultant shall include as an "Additional

Insured" Southeastern Pennsylvania Transportation Authority in addition to any parties identified below to be designated on the policies for each respective type of insurance:

Proposed language and explanation: :Additional Insureds - Contractor/Consultant shall include as an "Additional Insured" Southeastern Pennsylvania Transportation Authority in addition to any parties identified below to be designated on the policies for each respective type of insurance: Commercial General Liability. Additional Insured status is not available for Workers Compensation coverage.

No change. Language already in Agreement.


253. Insurance e. Types of Insurance and Limits of Liability - (e) Other Policy shall be written or

endorsed to include coverage for the liability assumed by the terms of the Contract, including indemnification provisions. Certificate or policy will state the coverage applied to the Contract described as: CCT Reservations Call Center. Proposed language and explanation -Remove the stated language. Insurance carriers will not agree to this provision, as the indemnification language is far broader than the insurance coverage being provided.

No change.

Exhibit List to Questions and Answers

Exhibit # 1 - Weekly Abandoned Calls

Exhibit # 2 - Weekly Average Talk Time Report

Exhibit # 3 - Weekly Skillset Report Statistics - March 11, 2018 – March 17, 2018

Exhibit # 4 - Monthly Skillset Report Statistics

Exhibit # 5 - Daily Reservation Report - April 1, 2018 – June 30, 2018

Exhibit # 6 - Redacted Invoices

Exhibit # 7 - Booked Trips

Exhibit # 8 – Call Statistics for One Week for Reservations Control Center Daily Report - March 3, 2018 – March 17, 2018

Exhibit # 9 - Trend Analysis for Fiscal Years 2015 – 2018 - Telephone Statistics Summary


Exhibit # 1 - Weekly Abandoned Calls


CCT Reservations Daily ReportReport Interval:

Site Name:

Table Name:

Timestamp Offered Answered Abandoned % Answered

Skillset Name & ID: CCT_Reservationist - 10014

06/25/17 11032 10644 383 96.48%

07/02/17 10834 10455 374 96.50%

07/09/17 11294 11061 226 97.94%

07/16/17 11094 10699 387 96.44%

07/23/17 10985 10559 424 96.12%

07/30/17 12051 10731 1315 89.05%

08/06/17 11000 10873 124 98.85%

08/13/17 10944 10726 213 98.01%

08/20/17 11001 10493 503 95.38%

08/27/17 10737 10100 633 94.07%

09/03/17 11642 10791 849 92.69%

09/10/17 12339 11359 978 92.06%

09/17/17 11776 11166 605 94.82%

09/24/17 12106 11479 624 94.82%

10/01/17 12295 11080 1210 90.12%

10/08/17 11883 10967 908 92.29%

10/15/17 11471 10519 950 91.70%

10/22/17 11531 10702 821 92.81%

10/29/17 12011 11114 892 92.53%

11/05/17 12063 11185 871 92.72%

11/12/17 11917 11062 852 92.83%

11/19/17 9778 9475 301 96.90%

EXHIBIT # 1 - WEEKLY ABANDONED CALLS


11/26/17 11562 11220 338 97.04%

12/03/17 11641 11017 618 94.64%

12/10/17 12118 11136 975 91.90%

12/17/17 11093 10785 304 97.22%

12/24/17 9348 8706 638 93.13%

12/31/17 10886 9662 1221 88.76%

01/07/18 12107 9926 2175 81.99%

01/14/18 11751 10361 1383 88.17%

01/21/18 11534 9988 1545 86.60%

01/28/18 11787 10291 1488 87.31%

02/04/18 11721 9494 2223 81.00%

02/11/18 11380 9769 1608 85.84%

02/18/18 11584 9866 1714 85.17%

02/25/18 12054 10187 1865 84.51%

03/04/18 11918 9880 2032 82.90%

03/11/18 11714 9914 1798 84.63%

03/18/18 11094 10169 918 91.66%

03/25/18 11284 9867 1414 87.44%

04/01/18 11334 9834 1496 86.77%

04/08/18 11466 10012 1448 87.32%

04/15/18 11358 9528 1829 83.89%

04/22/18 11120 9349 1765 84.07%

04/29/18 11242 9735 1503 86.59%

05/06/18 11054 10453 596 94.56%

05/13/18 10853 9923 927 91.43%

05/20/18 10217 9408 806 92.08%

05/27/18 10247 9846 397 96.09%

06/03/18 11081 9998 1077 90.23%



06/10/18 10639 10119 516 95.11%

06/17/18 10083 9678 403 95.98%

06/24/18 10482 9537 941 90.98%

599536 546898 52404 91.22%



Exhibit # 2 - Weekly Average Talk Time Report


WEEKLY AVERAGE TALK TIME(Weekending 06/25/17 -06/24/18)

Weekending Average Talk Time

06/25/17 4:26

07/02/17 4:28

07/09/17 4:35

07/16/17 4:37

07/23/17 4:45

07/30/17 4:50

08/06/17 4:42

08/13/17 4:48

08/20/17 4:49

08/27/17 4:50

09/03/17 4:53

09/10/17 5:00

09/17/17 4:50

09/24/17 4:34

10/01/17 4:54

10/08/17 4:49

10/15/17 4:49

10/22/17 4:40

10/29/17 4:47

11/05/17 4:44

11/12/17 4:52

11/19/17 4:32

11/26/17 4:39

12/03/17 4:42

12/10/17 4:52

12/17/17 4:39

12/24/17 4:25

12/31/17 4:49

01/07/18 5:14

01/14/18 5:07

01/21/18 5:22

EXHIBIT # 2 - WEEKLY AVERAGE TALK TIME REPORT


WEEKLY AVERAGE TALK TIME(Weekending 06/25/17 -06/24/18)

Weekending Average Talk Time

01/28/18 5:30

02/04/18 5:36

02/11/18 5:21

02/18/18 5:12

02/25/18 5:07

03/04/18 5:09

03/11/18 5:29

03/18/18 5:13

03/25/18 5:34

04/01/18 5:25

04/08/18 5:25

04/15/18 5:31

04/22/18 5:41

04/29/18 5:33

05/06/18 5:15

05/13/18 5:13

05/20/18 5:01

05/27/18 4:48

06/03/18 5:08

06/10/18 4:56

06/17/18 4:55

06/24/18 4:40

EXHIBIT # 2 - WEEKLY AVERAGE TALK TIME REPORT


Exhibit # 3 - Weekly Skillset Report Statistics

March 11, 2018 – March 17, 2018


3/11/2018 12:00:00 AM - 3/17/2018 11:44:59 PM (GMT-05:00)

SEPTAAACC

CCT Reservations Daily Report

Report Interval:

Site Name:

Table Name: iSkillsetStat

Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents

Offered Answered Answered Aft

Threshold

Abandoned Abandoned Aft

Threshold

Timestamp Avg Abandoned

Delay


00:14:14 00:00:2300:16:55 1 0 0 0 0 0 3/11/2018 06:45 00:00:00

00:15:00 00:00:0000:30:00 2 0 0 0 0 0 3/11/2018 07:00 00:00:00

00:15:00 00:00:0000:27:49 4 0 0 0 0 0 3/11/2018 07:15 00:00:00

00:15:00 00:13:3200:14:37 20 68 48 108 2 0 3/11/2018 07:30 00:00:54

00:15:00 00:15:0000:00:08 20 62 62 52 3 2 3/11/2018 07:45 00:03:01

00:15:00 00:15:0000:00:02 20 54 54 50 4 3 3/11/2018 08:00 00:04:02

00:15:00 00:15:0000:00:03 20 50 49 47 2 1 3/11/2018 08:15 00:01:29

00:15:00 00:15:0000:00:05 20 45 45 64 9 8 3/11/2018 08:30 00:03:44

00:15:00 00:15:0000:00:08 20 48 48 46 1 1 3/11/2018 08:45 00:06:08

00:15:00 00:15:0000:00:07 20 30 30 54 5 5 3/11/2018 09:00 00:06:56

00:15:00 00:15:0000:00:06 19 36 36 50 6 6 3/11/2018 09:15 00:06:44

00:15:00 00:15:0000:00:02 19 34 34 44 9 7 3/11/2018 09:30 00:04:01

00:15:00 00:15:0000:00:03 19 38 38 43 12 12 3/11/2018 09:45 00:09:50

00:15:00 00:15:0000:00:03 19 41 41 46 9 7 3/11/2018 10:00 00:06:21

00:15:00 00:15:0000:00:00 19 38 38 37 9 8 3/11/2018 10:15 00:07:03

00:15:00 00:15:0000:00:02 19 51 51 42 7 5 3/11/2018 10:30 00:03:57

00:15:00 00:15:0000:00:06 19 42 42 45 3 2 3/11/2018 10:45 00:01:41

00:15:00 00:15:0000:00:00 20 30 30 37 3 2 3/11/2018 11:00 00:01:56

00:15:00 00:15:0000:00:06 19 30 30 40 3 3 3/11/2018 11:15 00:05:04

00:15:00 00:15:0000:00:02 18 30 30 31 7 6 3/11/2018 11:30 00:04:15

00:15:00 00:15:0000:00:03 18 33 33 41 3 1 3/11/2018 11:45 00:03:19

00:15:00 00:15:0000:00:02 18 32 32 36 5 5 3/11/2018 12:00 00:03:54

00:15:00 00:15:0000:00:01 18 33 33 40 4 3 3/11/2018 12:15 00:05:01

00:15:00 00:15:0000:00:02 18 18 18 34 7 6 3/11/2018 12:30 00:05:25

EXHIBIT # 3 - WEEKLY SKILLSET REPORT STATISTICS


Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:15:0000:00:01 17 29 29 31 11 8 3/11/2018 12:45 00:07:32

00:15:00 00:15:0000:00:03 17 26 26 41 10 10 3/11/2018 13:00 00:04:59

00:15:00 00:15:0000:00:00 17 27 27 37 5 4 3/11/2018 13:15 00:06:43

00:15:00 00:15:0000:00:04 16 37 37 40 7 6 3/11/2018 13:30 00:05:24

00:15:00 00:15:0000:00:02 16 28 28 40 16 15 3/11/2018 13:45 00:06:25

00:15:00 00:15:0000:00:05 16 35 35 48 11 5 3/11/2018 14:00 00:02:14

00:15:00 00:15:0000:00:01 16 31 31 40 5 4 3/11/2018 14:15 00:04:49

00:15:00 00:15:0000:00:01 16 28 28 34 6 5 3/11/2018 14:30 00:05:50

00:15:00 00:15:0000:00:04 16 32 32 49 9 4 3/11/2018 14:45 00:04:49

00:15:00 00:15:0000:00:00 16 27 27 38 11 11 3/11/2018 15:00 00:08:59

00:15:00 00:15:0000:00:04 16 37 37 46 11 9 3/11/2018 15:15 00:07:07

00:15:00 00:15:0000:00:03 16 33 33 45 12 10 3/11/2018 15:30 00:07:23

00:15:00 00:15:0000:00:07 16 44 44 50 14 11 3/11/2018 15:45 00:05:28

00:15:00 00:14:3900:00:25 15 27 27 1 2 2 3/11/2018 16:00 00:07:13

00:08:01 00:05:3200:02:35 2 0 0 0 0 0 3/11/2018 16:15 00:00:00

00:12:42 00:00:0200:17:07 2 0 0 0 0 0 3/12/2018 06:30 00:00:00

00:15:00 00:00:0001:24:41 11 0 0 0 0 0 3/12/2018 06:45 00:00:00

00:15:00 00:14:0300:10:22 21 62 46 117 8 6 3/12/2018 07:00 00:03:16

00:15:00 00:15:0000:00:03 22 54 54 55 9 9 3/12/2018 07:15 00:07:12

00:15:00 00:15:0000:00:06 23 52 52 60 11 9 3/12/2018 07:30 00:04:14

00:15:00 00:15:0000:00:03 25 47 47 66 14 11 3/12/2018 07:45 00:04:38

00:15:00 00:15:0000:00:05 25 50 50 56 14 13 3/12/2018 08:00 00:06:00

00:15:00 00:15:0000:00:03 25 45 44 66 16 13 3/12/2018 08:15 00:04:08

00:15:00 00:15:0000:00:08 25 50 50 64 11 10 3/12/2018 08:30 00:04:22

00:15:00 00:15:0000:00:05 24 45 45 60 10 10 3/12/2018 08:45 00:07:01

00:15:00 00:15:0000:00:03 24 43 43 52 13 12 3/12/2018 09:00 00:08:30

00:15:00 00:15:0000:00:00 24 45 45 68 22 16 3/12/2018 09:15 00:05:01

00:15:00 00:15:0000:00:06 25 47 47 61 9 8 3/12/2018 09:30 00:06:15

00:15:00 00:15:0000:00:07 25 45 45 59 19 17 3/12/2018 09:45 00:06:31

00:15:00 00:15:0000:00:02 25 38 38 62 23 19 3/12/2018 10:00 00:06:10

00:15:00 00:15:0000:00:02 25 40 40 58 13 11 3/12/2018 10:15 00:05:42

00:15:00 00:15:0000:00:03 25 35 35 56 20 17 3/12/2018 10:30 00:09:05



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:15:0000:00:00 25 34 34 56 17 16 3/12/2018 10:45 00:09:18

00:15:00 00:15:0000:00:03 25 33 33 46 11 11 3/12/2018 11:00 00:11:35

00:15:00 00:15:0000:00:01 25 36 36 50 16 14 3/12/2018 11:15 00:09:13

00:15:00 00:15:0000:00:03 25 32 32 52 17 15 3/12/2018 11:30 00:10:45

00:15:00 00:15:0000:00:02 25 28 28 38 16 15 3/12/2018 11:45 00:09:11

00:15:00 00:15:0000:00:02 26 34 34 56 27 24 3/12/2018 12:00 00:09:39

00:15:00 00:15:0000:00:01 26 30 30 52 18 18 3/12/2018 12:15 00:09:36

00:15:00 00:15:0000:00:03 26 27 27 48 25 22 3/12/2018 12:30 00:07:31

00:15:00 00:15:0000:00:04 26 22 22 56 22 18 3/12/2018 12:45 00:07:36

00:15:00 00:15:0000:00:04 26 32 32 46 19 17 3/12/2018 13:00 00:10:00

00:15:00 00:15:0000:00:02 26 30 30 49 23 22 3/12/2018 13:15 00:09:58

00:15:00 00:15:0000:00:04 26 35 35 52 20 20 3/12/2018 13:30 00:09:17

00:15:00 00:15:0000:00:03 25 33 33 63 22 20 3/12/2018 13:45 00:08:34

00:15:00 00:15:0000:00:01 25 30 30 45 24 22 3/12/2018 14:00 00:08:48

00:15:00 00:15:0000:00:03 25 33 33 46 11 10 3/12/2018 14:15 00:10:58

00:15:00 00:15:0000:00:05 26 46 46 60 12 12 3/12/2018 14:30 00:09:22

00:15:00 00:15:0000:00:02 26 38 38 54 14 12 3/12/2018 14:45 00:06:19

00:15:00 00:15:0000:00:04 26 46 46 66 18 17 3/12/2018 15:00 00:09:45

00:15:00 00:15:0000:00:02 24 30 30 53 16 15 3/12/2018 15:15 00:09:01

00:15:00 00:15:0000:00:06 23 33 33 44 9 9 3/12/2018 15:30 00:11:24

00:15:00 00:15:0000:00:03 24 45 43 57 13 12 3/12/2018 15:45 00:10:21

00:15:00 00:15:0000:00:03 24 53 53 7 10 10 3/12/2018 16:00 00:13:23

00:14:39 00:04:1000:14:54 11 6 6 0 0 0 3/12/2018 16:15 00:00:00

00:10:18 00:08:5500:01:23 1 0 0 0 0 0 3/13/2018 06:30 00:00:00

00:15:00 00:00:0001:21:52 10 0 0 0 0 0 3/13/2018 06:45 00:00:00

00:15:00 00:13:5100:13:32 25 81 57 111 1 1 3/13/2018 07:00 00:02:03

00:15:00 00:15:0000:00:08 25 68 68 50 4 3 3/13/2018 07:15 00:03:13

00:15:00 00:15:0000:00:08 26 56 52 88 9 6 3/13/2018 07:30 00:03:14

00:15:00 00:15:0000:00:04 26 46 46 64 12 10 3/13/2018 07:45 00:05:02

00:15:00 00:15:0000:00:02 27 45 45 54 14 13 3/13/2018 08:00 00:06:52

00:15:00 00:15:0000:00:05 27 40 40 62 12 10 3/13/2018 08:15 00:05:22

00:15:00 00:15:0000:00:05 27 48 48 67 16 12 3/13/2018 08:30 00:04:30



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:15:0000:00:04 27 60 60 52 8 8 3/13/2018 08:45 00:06:24

00:15:00 00:15:0000:00:01 27 41 41 63 12 11 3/13/2018 09:00 00:04:02

00:15:00 00:15:0000:00:04 27 42 42 52 11 9 3/13/2018 09:15 00:04:46

00:15:00 00:15:0000:00:02 27 41 41 57 5 5 3/13/2018 09:30 00:05:17

00:15:00 00:15:0000:00:02 27 46 46 40 13 13 3/13/2018 09:45 00:06:39

00:15:00 00:15:0000:00:02 27 44 44 55 11 9 3/13/2018 10:00 00:03:45

00:15:00 00:15:0000:00:04 27 36 36 60 18 10 3/13/2018 10:15 00:02:31

00:15:00 00:15:0000:00:02 27 43 43 57 12 10 3/13/2018 10:30 00:05:28

00:15:00 00:15:0000:00:04 27 45 45 58 10 9 3/13/2018 10:45 00:04:54

00:15:00 00:15:0000:00:03 25 35 35 54 19 16 3/13/2018 11:00 00:06:12

00:15:00 00:15:0000:00:02 25 25 25 45 16 13 3/13/2018 11:15 00:07:01

00:15:00 00:15:0000:00:01 25 34 34 59 19 17 3/13/2018 11:30 00:07:25

00:15:00 00:15:0000:00:04 25 30 30 47 21 18 3/13/2018 11:45 00:05:36

00:15:00 00:15:0000:00:02 25 42 42 53 18 14 3/13/2018 12:00 00:07:13

00:15:00 00:15:0000:00:02 24 28 28 53 11 10 3/13/2018 12:15 00:06:56

00:15:00 00:15:0000:00:01 24 22 22 38 14 13 3/13/2018 12:30 00:09:23

00:15:00 00:15:0000:00:01 24 21 21 43 23 23 3/13/2018 12:45 00:13:36

00:15:00 00:15:0000:00:02 24 21 21 43 19 16 3/13/2018 13:00 00:10:11

00:15:00 00:15:0000:00:03 24 19 19 36 9 7 3/13/2018 13:15 00:11:34

00:15:00 00:15:0000:00:02 24 24 24 36 22 22 3/13/2018 13:30 00:15:43

00:15:00 00:15:0000:00:02 24 27 27 48 18 16 3/13/2018 13:45 00:11:26

00:15:00 00:15:0000:00:00 24 27 27 47 16 15 3/13/2018 14:00 00:11:46

00:15:00 00:15:0000:00:00 24 26 26 47 15 14 3/13/2018 14:15 00:11:41

00:15:00 00:15:0000:00:03 24 25 25 44 16 14 3/13/2018 14:30 00:12:00

00:15:00 00:15:0000:00:01 24 37 37 57 18 18 3/13/2018 14:45 00:12:56

00:15:00 00:15:0000:00:04 24 33 33 62 22 18 3/13/2018 15:00 00:10:12

00:15:00 00:15:0000:00:03 24 34 34 57 17 17 3/13/2018 15:15 00:15:22

00:15:00 00:15:0000:00:03 25 38 38 53 21 21 3/13/2018 15:30 00:10:15

00:15:00 00:15:0000:00:01 25 40 40 60 20 20 3/13/2018 15:45 00:12:34

00:15:00 00:15:0000:00:04 25 37 37 3 17 17 3/13/2018 16:00 00:17:17

00:15:00 00:07:3000:16:06 18 27 27 0 2 2 3/13/2018 16:15 00:20:15

00:07:25 00:07:2500:00:00 1 0 0 0 0 0 3/13/2018 16:30 00:00:00



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:08:03 00:00:0400:12:35 3 0 0 0 0 0 3/14/2018 06:30 00:00:00

00:15:00 00:00:0001:13:51 12 0 0 0 0 0 3/14/2018 06:45 00:00:00

00:15:00 00:13:2600:17:20 26 73 45 90 3 1 3/14/2018 07:00 00:01:21

00:15:00 00:07:4400:18:28 27 61 25 48 0 0 3/14/2018 07:15 00:00:00

00:15:00 00:13:2600:04:14 27 50 24 64 0 0 3/14/2018 07:30 00:00:00

00:15:00 00:12:1900:05:03 28 52 28 43 5 1 3/14/2018 07:45 00:01:09

00:15:00 00:15:0000:00:03 27 45 42 68 6 3 3/14/2018 08:00 00:01:44

00:15:00 00:15:0000:00:07 27 47 46 46 5 3 3/14/2018 08:15 00:02:04

00:15:00 00:15:0000:00:04 27 50 49 56 6 2 3/14/2018 08:30 00:01:43

00:15:00 00:13:0300:02:54 27 46 28 44 4 0 3/14/2018 08:45 00:00:58

00:15:00 00:12:4800:05:54 26 53 8 57 1 0 3/14/2018 09:00 00:00:11

00:15:00 00:15:0000:00:03 26 45 45 48 3 0 3/14/2018 09:15 00:00:22

00:15:00 00:15:0000:00:05 26 38 37 42 4 1 3/14/2018 09:30 00:01:14

00:15:00 00:15:0000:00:02 26 42 42 51 8 4 3/14/2018 09:45 00:01:31

00:15:00 00:15:0000:00:02 26 23 23 29 5 4 3/14/2018 10:00 00:03:20

00:15:00 00:15:0000:00:04 26 44 43 51 9 6 3/14/2018 10:15 00:01:29

00:15:00 00:15:0000:00:06 26 46 24 47 2 0 3/14/2018 10:30 00:01:03

00:15:00 00:15:0000:00:04 27 42 39 42 2 0 3/14/2018 10:45 00:00:19

00:15:00 00:15:0000:00:02 27 24 23 45 6 3 3/14/2018 11:00 00:03:13

00:15:00 00:15:0000:00:03 27 26 26 39 7 5 3/14/2018 11:15 00:04:40

00:15:00 00:15:0000:00:07 27 35 35 35 6 6 3/14/2018 11:30 00:05:50

00:15:00 00:15:0000:00:03 27 22 22 43 11 11 3/14/2018 11:45 00:04:34

00:15:00 00:15:0000:00:03 27 49 49 37 4 3 3/14/2018 12:00 00:01:50

00:15:00 00:15:0000:00:01 27 38 37 46 6 4 3/14/2018 12:15 00:03:28

00:15:00 00:15:0000:00:03 27 34 34 46 6 5 3/14/2018 12:30 00:04:44

00:15:00 00:15:0000:00:00 27 30 30 50 9 8 3/14/2018 12:45 00:05:26

00:15:00 00:15:0000:00:04 27 35 35 37 9 9 3/14/2018 13:00 00:06:37

00:15:00 00:15:0000:00:02 27 27 27 40 9 6 3/14/2018 13:15 00:05:10

00:15:00 00:15:0000:00:03 27 21 20 45 12 10 3/14/2018 13:30 00:07:31

00:15:00 00:15:0000:00:01 27 26 26 46 14 13 3/14/2018 13:45 00:10:11

00:15:00 00:15:0000:00:02 27 25 25 51 21 16 3/14/2018 14:00 00:06:45

00:15:00 00:15:0000:00:04 27 40 40 44 15 13 3/14/2018 14:15 00:09:07



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:15:0000:00:04 27 43 43 53 9 7 3/14/2018 14:30 00:07:23

00:15:00 00:15:0000:00:03 27 45 45 60 18 13 3/14/2018 14:45 00:05:05

00:15:00 00:15:0000:00:05 27 50 50 49 13 11 3/14/2018 15:00 00:05:29

00:15:00 00:15:0000:00:03 27 41 41 61 12 11 3/14/2018 15:15 00:04:27

00:15:00 00:15:0000:00:02 27 36 35 55 9 8 3/14/2018 15:30 00:06:19

00:15:00 00:15:0000:00:04 27 52 52 57 9 8 3/14/2018 15:45 00:06:24

00:15:00 00:10:4500:10:16 25 44 44 5 1 1 3/14/2018 16:00 00:04:34

00:15:00 00:13:2400:02:38 2 0 0 0 0 0 3/14/2018 16:15 00:00:00

00:06:22 00:06:2200:00:00 1 0 0 0 0 0 3/14/2018 16:30 00:00:00

00:00:58 00:00:0200:00:56 1 0 0 0 0 0 3/15/2018 06:15 00:00:00

00:15:00 00:00:0000:18:20 2 0 0 0 0 0 3/15/2018 06:30 00:00:00

00:15:00 00:00:0002:03:23 13 0 0 0 0 0 3/15/2018 06:45 00:00:00

00:15:00 00:03:0501:28:49 25 64 0 64 0 0 3/15/2018 07:00 00:00:00

00:15:00 00:00:0002:10:15 27 37 0 37 0 0 3/15/2018 07:15 00:00:00

00:15:00 00:00:0003:00:45 28 32 0 32 0 0 3/15/2018 07:30 00:00:00

00:15:00 00:00:0001:38:57 29 42 0 43 0 0 3/15/2018 07:45 00:00:00

00:15:00 00:02:3100:44:48 29 48 0 50 0 0 3/15/2018 08:00 00:00:00

00:15:00 00:01:2102:09:46 29 40 0 38 0 0 3/15/2018 08:15 00:00:00

00:15:00 00:00:0002:01:36 29 39 0 39 0 0 3/15/2018 08:30 00:00:00

00:15:00 00:00:0002:27:22 29 34 0 34 0 0 3/15/2018 08:45 00:00:00

00:15:00 00:00:0001:47:44 29 31 0 31 0 0 3/15/2018 09:00 00:00:00

00:15:00 00:00:0001:33:34 29 39 0 39 0 0 3/15/2018 09:15 00:00:00

00:15:00 00:00:0001:24:44 29 44 0 44 0 0 3/15/2018 09:30 00:00:00

00:15:00 00:00:0002:08:38 29 39 0 39 0 0 3/15/2018 09:45 00:00:00

00:15:00 00:00:0002:11:39 29 38 0 38 0 0 3/15/2018 10:00 00:00:00

00:15:00 00:06:2800:34:54 29 51 10 57 0 0 3/15/2018 10:15 00:00:00

00:15:00 00:07:3200:49:59 29 42 17 37 1 1 3/15/2018 10:30 00:02:30

00:15:00 00:00:0001:55:21 29 31 0 31 0 0 3/15/2018 10:45 00:00:00

00:15:00 00:00:3300:59:06 26 29 0 29 0 0 3/15/2018 11:00 00:00:00

00:15:00 00:13:1800:04:05 26 31 17 44 1 0 3/15/2018 11:15 00:00:55

00:15:00 00:13:5300:01:09 26 36 25 26 2 0 3/15/2018 11:30 00:00:25

00:15:00 00:14:1500:00:55 26 28 21 33 3 3 3/15/2018 11:45 00:01:57



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:12:3500:05:08 26 25 13 25 1 0 3/15/2018 12:00 00:01:12

00:15:00 00:12:4900:04:17 25 26 16 41 2 1 3/15/2018 12:15 00:01:55

00:15:00 00:15:0000:00:02 25 29 29 37 5 4 3/15/2018 12:30 00:02:40

00:15:00 00:15:0000:00:06 25 37 37 38 7 5 3/15/2018 12:45 00:03:12

00:15:00 00:15:0000:00:02 25 35 35 40 3 2 3/15/2018 13:00 00:02:51

00:15:00 00:15:0000:00:02 25 34 34 36 5 3 3/15/2018 13:15 00:02:40

00:15:00 00:15:0000:00:06 25 31 31 31 6 5 3/15/2018 13:30 00:02:55

00:15:00 00:15:0000:00:00 25 22 21 40 4 2 3/15/2018 13:45 00:02:39

00:15:00 00:15:0000:00:01 25 31 31 40 8 7 3/15/2018 14:00 00:03:35

00:15:00 00:15:0000:00:03 25 36 35 51 9 8 3/15/2018 14:15 00:05:13

00:15:00 00:15:0000:00:01 25 44 44 40 6 3 3/15/2018 14:30 00:03:11

00:15:00 00:15:0000:00:05 25 40 39 48 3 3 3/15/2018 14:45 00:04:35

00:15:00 00:15:0000:00:03 25 51 51 64 8 5 3/15/2018 15:00 00:02:19

00:15:00 00:15:0000:00:02 25 41 40 45 6 4 3/15/2018 15:15 00:04:44

00:15:00 00:15:0000:00:03 25 45 45 56 2 1 3/15/2018 15:30 00:04:06

00:15:00 00:15:0000:00:07 25 54 54 42 9 9 3/15/2018 15:45 00:03:38

00:15:00 00:07:3100:09:17 15 11 11 1 1 1 3/15/2018 16:00 00:04:17

00:03:22 00:03:2200:00:00 1 0 0 0 0 0 3/15/2018 16:15 00:00:00

00:04:06 00:00:0300:04:03 1 0 0 0 0 0 3/16/2018 06:15 00:00:00

00:15:00 00:00:0200:14:58 1 0 0 0 0 0 3/16/2018 06:30 00:00:00

00:15:00 00:00:0001:23:42 10 0 0 0 0 0 3/16/2018 06:45 00:00:00

00:15:00 00:13:5700:14:18 26 94 71 115 5 2 3/16/2018 07:00 00:01:46

00:15:00 00:07:0300:30:52 28 69 23 53 0 0 3/16/2018 07:15 00:00:00

00:15:00 00:00:0002:01:50 29 43 0 43 0 0 3/16/2018 07:30 00:00:00

00:15:00 00:00:0001:48:03 29 46 0 46 0 0 3/16/2018 07:45 00:00:00

00:15:00 00:04:0201:03:34 30 52 0 53 1 0 3/16/2018 08:00 00:00:01

00:15:00 00:00:0001:19:06 30 45 0 45 0 0 3/16/2018 08:15 00:00:00

00:15:00 00:00:0002:24:08 30 33 0 33 0 0 3/16/2018 08:30 00:00:00

00:15:00 00:00:0001:52:02 30 39 0 40 0 0 3/16/2018 08:45 00:00:00

00:15:00 00:01:4000:52:16 30 50 0 49 0 0 3/16/2018 09:00 00:00:00

00:15:00 00:02:3900:59:07 30 38 0 39 1 0 3/16/2018 09:15 00:00:03

00:15:00 00:02:3900:50:02 30 49 0 50 0 0 3/16/2018 09:30 00:00:00



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:02:1100:54:33 30 44 0 43 0 0 3/16/2018 09:45 00:00:00

00:15:00 00:03:2900:53:06 30 49 0 49 0 0 3/16/2018 10:00 00:00:00

00:15:00 00:00:0101:14:38 30 41 0 41 0 0 3/16/2018 10:15 00:00:00

00:15:00 00:03:4400:52:23 30 41 0 41 0 0 3/16/2018 10:30 00:00:00

00:15:00 00:00:0001:12:01 30 34 0 34 0 0 3/16/2018 10:45 00:00:00

00:15:00 00:10:0000:16:06 28 32 6 35 0 0 3/16/2018 11:00 00:00:00

00:15:00 00:09:4000:11:39 28 39 12 36 0 0 3/16/2018 11:15 00:00:00

00:15:00 00:07:0800:20:22 28 36 0 36 0 0 3/16/2018 11:30 00:00:00

00:15:00 00:08:2900:15:49 28 32 7 35 1 0 3/16/2018 11:45 00:00:03

00:15:00 00:02:2500:54:52 28 39 0 37 0 0 3/16/2018 12:00 00:00:00

00:15:00 00:07:1700:22:41 28 40 0 42 1 0 3/16/2018 12:15 00:00:10

00:15:00 00:15:0000:00:01 28 27 23 41 2 1 3/16/2018 12:30 00:01:46

00:15:00 00:14:4200:00:22 28 31 19 24 4 1 3/16/2018 12:45 00:01:16

00:15:00 00:10:2100:09:22 28 29 2 32 0 0 3/16/2018 13:00 00:00:00

00:15:00 00:15:0000:00:03 28 33 23 32 2 1 3/16/2018 13:15 00:01:18

00:15:00 00:13:1300:03:50 28 31 8 31 2 0 3/16/2018 13:30 00:00:39

00:15:00 00:11:5500:12:36 28 27 14 45 2 1 3/16/2018 13:45 00:02:12

00:15:00 00:15:0000:00:04 28 34 33 31 4 2 3/16/2018 14:00 00:02:24

00:15:00 00:15:0000:00:04 28 45 37 41 1 0 3/16/2018 14:15 00:01:27

00:15:00 00:14:2700:00:39 28 55 29 53 2 0 3/16/2018 14:30 00:00:52

00:15:00 00:12:2400:04:19 28 43 3 43 0 0 3/16/2018 14:45 00:00:00

00:15:00 00:01:5300:42:04 28 42 0 42 0 0 3/16/2018 15:00 00:00:00

00:15:00 00:08:1600:25:16 28 45 1 50 0 0 3/16/2018 15:15 00:00:00

00:15:00 00:15:0000:00:02 28 53 52 58 3 1 3/16/2018 15:30 00:00:55

00:15:00 00:15:0000:00:04 28 41 41 44 5 1 3/16/2018 15:45 00:00:49

00:15:00 00:05:5300:13:03 14 8 6 3 0 0 3/16/2018 16:00 00:00:00

00:15:00 00:13:5400:01:06 1 0 0 0 0 0 3/16/2018 16:15 00:00:00

00:08:05 00:08:0500:00:00 1 0 0 0 0 0 3/16/2018 16:30 00:00:00

00:09:58 00:09:5800:00:00 1 0 0 0 0 0 3/17/2018 06:30 00:00:00

00:15:00 00:15:0000:00:00 1 0 0 0 0 0 3/17/2018 06:45 00:00:00

00:15:00 00:00:2800:25:33 4 0 0 0 0 0 3/17/2018 07:00 00:00:00

00:15:00 00:00:0001:41:51 12 0 0 0 0 0 3/17/2018 07:15 00:00:00



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:14:0100:11:47 21 72 53 109 6 2 3/17/2018 07:30 00:01:55

00:15:00 00:15:0000:00:07 21 65 65 49 3 3 3/17/2018 07:45 00:02:58

00:15:00 00:15:0000:00:09 20 54 47 63 3 2 3/17/2018 08:00 00:01:29

00:15:00 00:14:4600:00:17 20 58 43 42 2 0 3/17/2018 08:15 00:01:20

00:15:00 00:04:1900:45:38 20 37 1 37 0 0 3/17/2018 08:30 00:00:00

00:15:00 00:06:4300:27:17 20 55 0 61 0 0 3/17/2018 08:45 00:00:00

00:15:00 00:15:0000:00:03 21 47 44 53 5 3 3/17/2018 09:00 00:01:27

00:15:00 00:07:5100:23:53 21 46 20 42 3 0 3/17/2018 09:15 00:00:47

00:15:00 00:00:4301:05:08 21 42 0 47 0 0 3/17/2018 09:30 00:00:00

00:15:00 00:09:1600:13:24 21 52 0 48 0 0 3/17/2018 09:45 00:00:00

00:15:00 00:05:0800:23:16 21 43 0 43 1 0 3/17/2018 10:00 00:00:09

00:15:00 00:02:2400:57:37 21 44 0 46 0 0 3/17/2018 10:15 00:00:00

00:15:00 00:02:1301:14:35 21 33 0 31 0 0 3/17/2018 10:30 00:00:00

00:15:00 00:00:1201:28:54 21 35 0 35 0 0 3/17/2018 10:45 00:00:00

00:15:00 00:00:0001:44:41 22 34 0 35 1 0 3/17/2018 11:00 00:00:02

00:15:00 00:00:0001:31:07 22 37 0 37 0 0 3/17/2018 11:15 00:00:00

00:15:00 00:01:4801:06:19 21 30 0 30 0 0 3/17/2018 11:30 00:00:00

00:15:00 00:07:4700:15:40 20 36 0 36 0 0 3/17/2018 11:45 00:00:00

00:15:00 00:04:2301:01:11 20 29 0 30 1 0 3/17/2018 12:00 00:00:01

00:15:00 00:00:0001:38:18 20 23 0 23 0 0 3/17/2018 12:15 00:00:00

00:15:00 00:00:0001:27:15 20 28 0 28 0 0 3/17/2018 12:30 00:00:00

00:15:00 00:02:1501:11:41 20 33 0 33 0 0 3/17/2018 12:45 00:00:00

00:15:00 00:04:1900:56:03 20 34 0 34 0 0 3/17/2018 13:00 00:00:00

00:15:00 00:00:0001:27:53 20 34 0 34 0 0 3/17/2018 13:15 00:00:00

00:15:00 00:10:2800:11:46 20 43 2 44 0 0 3/17/2018 13:30 00:00:00

00:15:00 00:05:5700:28:47 20 27 0 26 0 0 3/17/2018 13:45 00:00:00

00:15:00 00:00:0001:06:38 19 35 0 35 0 0 3/17/2018 14:00 00:00:00

00:15:00 00:00:0001:42:12 19 30 0 30 0 0 3/17/2018 14:15 00:00:00

00:15:00 00:01:4901:02:53 19 32 0 33 0 0 3/17/2018 14:30 00:00:00

00:15:00 00:12:5800:02:25 19 38 2 37 0 0 3/17/2018 14:45 00:00:00

00:15:00 00:00:2501:01:57 19 31 0 31 0 0 3/17/2018 15:00 00:00:00

00:15:00 00:00:1801:28:41 19 24 0 24 0 0 3/17/2018 15:15 00:00:00



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

00:15:00 00:02:1901:01:56 18 41 0 42 0 0 3/17/2018 15:30 00:00:00

00:15:00 00:03:3601:11:18 19 33 0 32 0 0 3/17/2018 15:45 00:00:00

00:11:29 00:05:0500:11:24 6 1 0 1 0 0 3/17/2018 16:00 00:00:00

Totals: 11714 9914 6744 1798 1492 12 00:07:0850:20:3969:14:42 96:17:24



Exhibit # 4 - Monthly Skillset Report Statistics


Skillset Performance

Table Name: mSkillsetStat

Report Interval: 7/ 1/2017 12:00:00 AM - 6/30/2018 11:59:59 PM (GMT-05:00)

SkillsetAnswered

After ThreshSkillset

AnsweredApplication Name

% AnsdAfter

ThreshAnswer

Delay DelayAnswer

Average MaximumAnswer

DelayAll Agent

Busy TimeAll Agent

Staffed Time

SkillsetActiveTime

AvgNo. of

Agents

GRAND TOTAL

00:58:59 2,568:07:56 81,118:29:21 4,181:38:22 1900:03:4633,673:24:16 247560 537361 46.07%

Site Name: SEPTAAACC

Skillset: CCT_Reservationist

46.07% 33,673:24:16 2,568:07:5600:58:5900:03:46 81,118:29:21 537361 247560 4,181:38:22 19Summary:

7/1/2017

00:29:111,187:46:52 29 13563 47111 00:01:31 00:00:00CCT_Reservations 00:00:00 00:00:00 0

47111 13563 29 1,187:46:52 00:01:31 00:29:11 127:39:18 300:07:13 237,009:41:327/1/2017

8/1/2017


47273 14098 30 1,371:28:22 00:01:44 00:26:26 161:45:28 332:28:00 217,064:33:448/1/2017

9/1/2017

00:00:0200:00:02 0 0 1 00:00:02 00:00:00CCT_Control_Center 00:00:00 00:00:00 0


47215 16647 35 1,755:16:21 00:02:14 00:33:28 201:32:04 355:03:26 207,031:06:049/1/2017

10/1/2017

00:00:0000:00:00 0 0 0 00:00:00 00:00:00CCT_Control_Center 00:00:00 00:00:00 0


48197 22418 47 2,533:43:45 00:03:09 00:40:42 246:09:53 368:22:02 197,018:31:0910/1/2017

11/1/2017

00:00:0000:00:00 0 0 42 00:00:00 00:00:00Switchover_Handling 00:00:00 00:00:00 0


46170 15934 35 1,576:18:49 00:02:03 00:28:23 177:26:16 339:25:02 206,895:24:0811/1/2017

12/1/2017


45793 15553 34 1,484:36:48 00:01:57 00:27:22 149:58:06 316:37:40 226,863:39:3912/1/2017

1/1/2018


45022 26836 60 3,794:48:30 00:05:03 00:46:01 307:59:27 406:22:59 166,399:48:501/1/2018

2/1/2018

Printed By: ajes 8/29/2018 1:20:06 PM Page 1 of 2

D:\Avaya\Contact Center\Manager Administration\Apps\Reporting\Historical\rpt\CS1000 (M1)\mmskill2.rpt

EXHIBIT # 4 - MONTHLY SKILLSET REPORT STATISTICS


Skillset Performance

Report Interval: 7/ 1/2017 12:00:00 AM - 6/30/2018 11:59:59 PM (GMT-05:00)

Site Name: SEPTAAACC

Table Name: mSkillsetStat

Answer

Maximum

AnswerAfterAnsweredSkillset All Agent All Agent

Skillset

No. of

Delay DelayDelayThreshAfter ThreshAnswered Busy TimeApplication Name Staffed Time Time Agents

Avg

Active

Skillset % Ansd Average

Answer


39025 26307 67 4,784:09:33 00:07:21 00:53:14 259:47:33 349:34:47 176,036:40:592/1/2018

3/1/2018


44135 27133 61 4,351:18:03 00:05:55 00:57:19 279:05:31 390:25:09 187,028:51:263/1/2018

4/1/2018


41484 29582 71 5,441:43:14 00:07:52 00:58:59 272:41:37 357:46:33 186,611:24:524/1/2018

5/1/2018


43825 20507 47 2,803:31:54 00:03:50 00:54:07 192:41:33 328:10:42 216,962:46:325/1/2018

6/1/2018


42111 18982 45 2,588:42:05 00:03:41 00:54:38 191:21:10 337:14:49 186,196:00:266/1/2018

537361 247560 46.07 33,673:24:16 00:03:46 00:58:59 2,568:07:56 81,118:29:21 4,181:38:22 19Skillset

537361 247560 00:03:4633,673:24:16 00:58:59 2,568:07:56 81,118:29:21 4,181:38:22 19

GRAND TOTAL 46.07%

Printed By: ajes 8/29/2018 1:20:05 PM Page 2 of 2

D:\Avaya\Contact Center\Manager Administration\Apps\Reporting\Historical\rpt\CS1000 (M1)\mmskill2.rpt

EXHIBIT # 4 - MONTHLY SKILLSET REPORT STATISTICS


Exhibit # 5 - Daily Reservation Report

April 1, 2018 – June 30, 2018


4/ 1/2018 12:00:00 AM - 6/30/2018 11:59:59 PM (GMT-05:00)

SEPTAAACC


Report Interval:

Site Name:

Table Name: dSkillsetStat

Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay


09:23:57 06:27:4509:42:21 18 1276 801 1369 93 68 4/1/2018 00:00 00:03:55

17:19:21 09:28:2108:56:23 16 1380 1361 1950 570 516 4/2/2018 00:00 00:09:43

16:28:37 09:19:0508:43:03 12 1461 1420 1920 459 414 4/3/2018 00:00 00:08:07

09:59:56 06:53:1211:46:52 26 1638 569 1683 42 15 4/4/2018 00:00 00:01:07

17:27:51 10:57:0844:20:10 15 1365 246 1393 28 19 4/5/2018 00:00 00:02:23

24:00:00 21:25:2710:26:35 10 1410 885 1566 156 123 4/6/2018 00:00 00:05:00

16:24:54 13:37:5210:22:10 11 1304 880 1453 148 116 4/7/2018 00:00 00:04:55

09:25:15 08:31:0903:49:44 18 1371 1155 1593 221 183 4/8/2018 00:00 00:05:58

09:47:55 09:26:3101:26:57 26 1605 1562 1893 286 217 4/9/2018 00:00 00:04:50

10:07:57 09:27:1702:01:26 25 1452 1421 1867 415 349 4/10/2018 00:00 00:06:58

09:59:12 08:40:4904:00:48 24 1426 1133 1729 301 241 4/11/2018 00:00 00:05:44

09:39:50 04:25:1928:44:42 26 1384 467 1426 42 16 4/12/2018 00:00 00:01:34

09:51:49 07:30:1111:12:38 22 1461 860 1587 126 87 4/13/2018 00:00 00:03:34

09:27:19 04:28:5820:14:35 18 1313 534 1371 57 39 4/14/2018 00:00 00:03:44

09:32:37 08:52:5301:41:29 16 1101 1082 1577 476 441 4/15/2018 00:00 00:11:31

10:12:32 09:25:5301:31:47 24 1449 1415 1978 529 477 4/16/2018 00:00 00:09:52

10:01:06 09:14:5502:48:57 27 1614 1580 2035 421 344 4/17/2018 00:00 00:06:11

09:48:19 07:51:0507:02:37 24 1352 767 1537 185 144 4/18/2018 00:00 00:05:32

17:22:16 09:35:2350:16:49 16 1333 112 1347 13 4 4/19/2018 00:00 00:01:46

16:20:21 13:42:5309:22:47 12 1372 884 1473 101 72 4/20/2018 00:00 00:04:03

09:17:23 05:44:1915:40:51 18 1307 783 1411 104 86 4/21/2018 00:00 00:04:46

09:57:06 09:27:4401:46:56 19 1289 1270 1437 148 131 4/22/2018 00:00 00:05:54

10:00:52 09:27:3901:30:39 21 1270 1250 1775 505 458 4/23/2018 00:00 00:10:10

10:16:52 09:16:4502:57:26 24 1440 1407 1975 535 480 4/24/2018 00:00 00:08:04

EXHIBIT # 5 - DAILY RESERVATION REPORT


Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

09:55:29 08:46:4203:34:05 19 1384 1229 1643 257 212 4/25/2018 00:00 00:06:17

09:57:29 01:49:0741:26:20 23 1348 53 1358 10 1 4/26/2018 00:00 00:00:44

09:40:02 08:21:2003:51:54 24 1360 1074 1539 176 125 4/27/2018 00:00 00:03:48

09:08:12 04:52:3321:04:47 19 1258 675 1393 134 108 4/28/2018 00:00 00:05:44

09:13:32 08:41:0902:49:08 17 1252 1230 1453 200 174 4/29/2018 00:00 00:06:15

17:38:32 16:52:1303:39:00 16 1509 1477 1882 371 313 4/30/2018 00:00 00:07:14

16:36:20 15:58:1201:45:02 14 1306 1282 1876 570 526 5/1/2018 00:00 00:10:10

09:57:49 08:52:2804:10:45 26 1535 1213 1769 234 179 5/2/2018 00:00 00:04:12

09:52:34 01:05:2467:57:58 26 1335 3 1338 3 0 5/3/2018 00:00 00:00:37

09:37:57 06:11:3913:52:27 25 1511 538 1567 55 27 5/4/2018 00:00 00:01:54

09:22:18 05:45:2913:24:38 17 1287 623 1357 70 44 5/5/2018 00:00 00:04:20

09:18:21 07:24:5408:25:25 20 1385 1068 1519 133 114 5/6/2018 00:00 00:05:09

09:55:40 08:10:5805:42:39 28 1711 1258 1870 159 110 5/7/2018 00:00 00:03:24

10:07:11 07:43:5611:39:54 26 1674 1134 1788 114 66 5/8/2018 00:00 00:02:35

09:49:16 05:15:4019:50:55 25 1505 583 1582 75 49 5/9/2018 00:00 00:03:09

09:46:48 02:01:1050:02:39 26 1356 168 1366 9 1 5/10/2018 00:00 00:00:29

10:08:55 05:44:0519:16:55 25 1536 573 1581 44 19 5/11/2018 00:00 00:01:45

09:09:15 02:55:1933:00:13 20 1286 456 1348 62 48 5/12/2018 00:00 00:04:14

09:17:35 05:32:5416:46:48 20 1329 706 1383 54 32 5/13/2018 00:00 00:03:16

10:24:13 10:05:5201:16:43 25 1455 1435 1860 405 352 5/14/2018 00:00 00:07:44

10:14:52 09:38:4602:12:47 26 1598 1575 1980 382 308 5/15/2018 00:00 00:05:14

09:57:02 04:56:5123:57:13 20 1451 373 1480 28 13 5/16/2018 00:00 00:01:55

09:45:38 02:22:3641:07:38 21 1320 72 1334 14 2 5/17/2018 00:00 00:00:36

10:40:39 04:08:4434:29:25 20 1466 238 1480 14 3 5/18/2018 00:00 00:01:07

10:19:53 03:42:3933:44:27 17 1304 272 1336 30 20 5/19/2018 00:00 00:03:32

09:37:17 08:42:1202:44:41 18 1357 1234 1566 209 177 5/20/2018 00:00 00:05:34

17:33:01 16:24:1803:48:39 15 1600 1384 1809 209 153 5/21/2018 00:00 00:03:45

16:41:46 15:41:2602:59:14 15 1550 1319 1822 271 215 5/22/2018 00:00 00:05:05

10:02:59 05:04:3423:09:03 24 1438 483 1495 57 33 5/23/2018 00:00 00:02:08

10:16:29 04:34:5628:41:15 21 1204 373 1250 46 27 5/24/2018 00:00 00:02:19

10:03:51 00:47:4570:24:17 23 1114 4 1117 2 0 5/25/2018 00:00 00:00:02

09:12:33 01:15:0554:15:05 19 1145 192 1158 12 7 5/26/2018 00:00 00:02:16



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

09:37:21 01:55:4046:25:52 18 1256 187 1272 16 14 5/27/2018 00:00 00:03:50

10:04:24 03:33:3932:14:30 23 1325 196 1335 10 5 5/28/2018 00:00 00:02:07

10:01:11 06:57:2812:34:13 23 1672 948 1779 106 60 5/29/2018 00:00 00:02:26

10:15:33 05:45:3119:57:24 21 1441 404 1485 44 22 5/30/2018 00:00 00:01:51

10:22:01 04:21:2330:02:00 23 1373 213 1388 15 5 5/31/2018 00:00 00:01:20

17:33:19 11:50:2026:04:47 13 1478 322 1503 23 7 6/1/2018 00:00 00:01:12

16:07:47 13:12:5911:24:36 9 1301 860 1485 183 140 6/2/2018 00:00 00:05:23

09:29:07 08:17:4702:26:11 16 1350 1140 1550 198 170 6/3/2018 00:00 00:06:01

09:47:28 08:31:0704:09:52 26 1710 1393 1887 177 127 6/4/2018 00:00 00:03:14

09:53:30 09:30:1901:54:53 21 1494 1467 1877 383 326 6/5/2018 00:00 00:06:01

10:12:00 08:17:4605:37:47 22 1380 921 1550 170 108 6/6/2018 00:00 00:03:11

10:44:40 04:18:3928:18:10 20 1316 436 1346 28 16 6/7/2018 00:00 00:02:36

10:15:49 04:35:0521:38:17 19 1478 328 1513 33 14 6/8/2018 00:00 00:02:14

09:26:59 05:16:1815:29:01 17 1270 530 1358 88 72 6/9/2018 00:00 00:05:30

09:27:47 06:15:3714:23:10 18 1351 704 1436 85 71 6/10/2018 00:00 00:05:52

10:11:05 09:32:5802:32:20 25 1621 1404 1810 188 136 6/11/2018 00:00 00:03:28

10:05:55 07:35:4909:55:05 21 1582 1120 1693 110 73 6/12/2018 00:00 00:03:08

09:48:30 05:57:3215:33:17 23 1488 571 1546 57 30 6/13/2018 00:00 00:02:16

09:55:04 01:39:2552:19:53 22 1322 58 1323 1 1 6/14/2018 00:00 00:01:38

09:51:02 02:44:0835:28:37 25 1498 165 1516 17 10 6/15/2018 00:00 00:02:18

09:09:46 03:45:0531:17:52 17 1257 517 1315 58 35 6/16/2018 00:00 00:03:33

09:25:57 05:42:2117:34:25 17 1301 688 1436 134 118 6/17/2018 00:00 00:06:19

09:46:25 07:42:2407:38:25 24 1609 1028 1717 108 75 6/18/2018 00:00 00:03:11

10:02:03 05:03:4224:57:13 22 1579 555 1620 40 19 6/19/2018 00:00 00:02:17

09:58:20 03:52:4232:20:18 25 1395 314 1425 30 9 6/20/2018 00:00 00:01:16

09:41:31 01:28:0254:16:59 20 1242 37 1243 1 0 6/21/2018 00:00 00:00:19

09:51:34 02:43:3634:39:44 23 1351 153 1363 12 2 6/22/2018 00:00 00:00:43

09:40:24 07:05:2708:04:43 15 1201 817 1279 78 63 6/23/2018 00:00 00:04:13

09:35:16 09:12:0701:15:42 14 1096 1089 1619 523 484 6/24/2018 00:00 00:10:28

09:40:51 07:39:4007:32:39 25 1538 919 1817 277 235 6/25/2018 00:00 00:07:28

10:07:46 07:05:0510:42:16 24 1637 794 1714 76 43 6/26/2018 00:00 00:01:58

09:56:40 02:13:3442:56:58 25 1425 82 1439 13 2 6/27/2018 00:00 00:00:48



Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay

17:09:50 09:10:4547:49:56 14 1248 103 1252 4 1 6/28/2018 00:00 00:01:10

24:00:00 08:23:4456:20:57 8 1386 155 1397 11 5 6/29/2018 00:00 00:01:29

16:18:24 02:37:0741:43:13 11 1207 312 1244 37 28 6/30/2018 00:00 00:03:51

Totals: 141176 127420 69071 13704 11024 10 00:06:27656:44:201,023:12:04 1,743:21:56



Exhibit # 6 - Redacted Invoices


EXHIBIT # 6 - REDACTED INVOICES


Exhibit # 7 - Booked Trips


Booked Trips Summary

Period: 7/1/2017 - 6/30/2018 Printed on 8/30/2018 12:02:01PM

Total

7/1/2017 1,851

7/2/2017 2,742

7/3/2017 4,728

7/4/2017 3,759

7/5/2017 4,275

7/6/2017 3,561

7/7/2017 4,082

7/8/2017 2,462

7/9/2017 3,591

7/10/2017 5,367

7/11/2017 4,854

7/12/2017 4,143

7/13/2017 3,710

7/14/2017 3,720

7/15/2017 2,645

7/16/2017 3,516

7/17/2017 4,972

7/18/2017 4,864

7/19/2017 4,525

7/20/2017 3,295

7/21/2017 3,989

7/22/2017 2,569

7/23/2017 3,407

7/24/2017 5,385

7/25/2017 5,551

7/26/2017 4,582

7/27/2017 3,213

7/28/2017 4,026

7/29/2017 3,041

7/30/2017 3,546

7/31/2017 4,917

Page 1 of 11

EXHIBIT # 7 - BOOKED TRIPS


Total

8/1/2017 4,494

8/2/2017 4,156

8/3/2017 3,826

8/4/2017 4,038

8/5/2017 2,504

8/6/2017 3,678

8/7/2017 4,848

8/8/2017 4,949

8/9/2017 4,360

8/10/2017 3,510

8/11/2017 3,628

8/12/2017 2,410

8/13/2017 3,547

8/14/2017 5,004

8/15/2017 5,072

8/16/2017 3,850

8/17/2017 3,300

8/18/2017 3,488

8/19/2017 2,611

8/20/2017 3,350

8/21/2017 5,001

8/22/2017 5,275

8/23/2017 4,318

8/24/2017 3,167

8/25/2017 4,317

8/26/2017 2,472

8/27/2017 3,463

8/28/2017 5,892

8/29/2017 5,174

8/30/2017 3,893

8/31/2017 2,953

9/1/2017 2,632

9/2/2017 2,022

9/3/2017 3,016

Page 2 of 11



Total

9/4/2017 4,611

9/5/2017 4,707

9/6/2017 4,490

9/7/2017 3,838

9/8/2017 4,062

9/9/2017 2,607

9/10/2017 3,875

9/11/2017 4,911

9/12/2017 4,771

9/13/2017 4,393

9/14/2017 3,451

9/15/2017 4,062

9/16/2017 2,625

9/17/2017 3,650

9/18/2017 5,187

9/19/2017 5,206

9/20/2017 4,363

9/21/2017 4,046

9/22/2017 4,282

9/23/2017 2,723

9/24/2017 3,566

9/25/2017 4,299

9/26/2017 6,245

9/27/2017 4,792

9/28/2017 4,287

9/29/2017 4,181

9/30/2017 2,509

10/1/2017 3,591

10/2/2017 5,053

10/3/2017 4,894

10/4/2017 4,575

10/5/2017 3,580

10/6/2017 3,822

10/7/2017 2,579

Page 3 of 11



Total

10/8/2017 3,488

10/9/2017 5,396

10/10/2017 4,784

10/11/2017 4,372

10/12/2017 3,829

10/13/2017 3,791

10/14/2017 2,678

10/15/2017 3,759

10/16/2017 5,094

10/17/2017 4,889

10/18/2017 4,254

10/19/2017 3,373

10/20/2017 3,745

10/21/2017 2,533

10/22/2017 3,812

10/23/2017 4,993

10/24/2017 5,953

10/25/2017 4,817

10/26/2017 4,764

10/27/2017 4,281

10/28/2017 2,602

10/29/2017 3,727

10/30/2017 5,478

10/31/2017 5,126

11/1/2017 4,380

11/2/2017 3,897

11/3/2017 4,130

11/4/2017 2,688

11/5/2017 3,914

11/6/2017 5,358

11/7/2017 4,688

11/8/2017 4,127

11/9/2017 3,598

11/10/2017 3,584

Page 4 of 11



Total

11/11/2017 2,752

11/12/2017 3,902

11/13/2017 5,004

11/14/2017 4,730

11/15/2017 4,137

11/16/2017 4,053

11/17/2017 3,948

11/18/2017 2,564

11/19/2017 3,790

11/20/2017 4,229

11/21/2017 3,098

11/22/2017 3,246

11/23/2017 2,259

11/24/2017 3,654

11/25/2017 2,739

11/26/2017 3,678

11/27/2017 5,892

11/28/2017 5,474

11/29/2017 4,541

11/30/2017 3,751

12/1/2017 4,374

12/2/2017 2,747

12/3/2017 3,851

12/4/2017 5,138

12/5/2017 4,874

12/6/2017 4,118

12/7/2017 3,498

12/8/2017 3,700

12/9/2017 2,612

12/10/2017 3,911

12/11/2017 5,188

12/12/2017 5,411

12/13/2017 4,124

12/14/2017 3,860

Page 5 of 11



Total

12/15/2017 3,857

12/16/2017 2,615

12/17/2017 3,777

12/18/2017 5,076

12/19/2017 4,682

12/20/2017 4,415

12/21/2017 3,865

12/22/2017 2,956

12/23/2017 1,745

12/24/2017 1,798

12/25/2017 2,404

12/26/2017 5,338

12/27/2017 4,182

12/28/2017 3,016

12/29/2017 2,381

12/30/2017 1,858

12/31/2017 2,291

1/1/2018 4,070

1/2/2018 4,722

1/3/2018 3,740

1/4/2018 2,743

1/5/2018 3,436

1/6/2018 2,553

1/7/2018 3,659

1/8/2018 4,616

1/9/2018 5,117

1/10/2018 4,782

1/11/2018 3,310

1/12/2018 3,022

1/13/2018 2,288

1/14/2018 3,107

1/15/2018 5,261

1/16/2018 4,575

1/17/2018 4,627

Page 6 of 11



Total

1/18/2018 3,532

1/19/2018 3,900

1/20/2018 2,717

1/21/2018 3,573

1/22/2018 5,033

1/23/2018 5,086

1/24/2018 4,922

1/25/2018 3,681

1/26/2018 4,263

1/27/2018 2,545

1/28/2018 3,675

1/29/2018 5,072

1/30/2018 4,886

1/31/2018 4,506

2/1/2018 3,615

2/2/2018 3,979

2/3/2018 2,618

2/4/2018 3,290

2/5/2018 4,777

2/6/2018 4,533

2/7/2018 3,985

2/8/2018 3,481

2/9/2018 3,939

2/10/2018 2,598

2/11/2018 3,718

2/12/2018 4,756

2/13/2018 4,441

2/14/2018 4,306

2/15/2018 3,250

2/16/2018 3,327

2/17/2018 2,355

2/18/2018 3,413

2/19/2018 4,946

2/20/2018 4,353

Page 7 of 11



Total

2/21/2018 4,268

2/22/2018 3,405

2/23/2018 4,108

2/24/2018 2,629

2/25/2018 3,323

2/26/2018 5,407

2/27/2018 5,424

2/28/2018 4,905

3/1/2018 3,681

3/2/2018 4,278

3/3/2018 2,733

3/4/2018 3,555

3/5/2018 4,876

3/6/2018 4,432

3/7/2018 3,660

3/8/2018 3,614

3/9/2018 4,125

3/10/2018 2,854

3/11/2018 3,479

3/12/2018 4,895

3/13/2018 4,844

3/14/2018 4,755

3/15/2018 3,803

3/16/2018 3,953

3/17/2018 2,726

3/18/2018 3,901

3/19/2018 4,693

3/20/2018 4,205

3/21/2018 3,628

3/22/2018 4,777

3/23/2018 4,438

3/24/2018 2,764

3/25/2018 3,864

3/26/2018 5,700

Page 8 of 11



Total

3/27/2018 4,301

3/28/2018 4,151

3/29/2018 3,617

3/30/2018 3,529

3/31/2018 3,008

4/1/2018 3,076

4/2/2018 4,425

4/3/2018 4,949

4/4/2018 4,713

4/5/2018 3,463

4/6/2018 3,987

4/7/2018 2,810

4/8/2018 3,667

4/9/2018 4,877

4/10/2018 4,865

4/11/2018 4,278

4/12/2018 3,635

4/13/2018 3,893

4/14/2018 2,723

4/15/2018 3,222

4/16/2018 5,127

4/17/2018 4,873

4/18/2018 4,072

4/19/2018 3,342

4/20/2018 4,293

4/21/2018 2,754

4/22/2018 3,507

4/23/2018 5,063

4/24/2018 5,073

4/25/2018 4,519

4/26/2018 3,889

4/27/2018 4,009

4/28/2018 2,690

4/29/2018 3,442

Page 9 of 11



Total

4/30/2018 4,946

5/1/2018 5,100

5/2/2018 4,469

5/3/2018 3,826

5/4/2018 3,952

5/5/2018 2,662

5/6/2018 3,645

5/7/2018 5,025

5/8/2018 5,116

5/9/2018 4,102

5/10/2018 3,488

5/11/2018 4,101

5/12/2018 2,572

5/13/2018 3,299

5/14/2018 5,126

5/15/2018 5,613

5/16/2018 4,048

5/17/2018 3,261

5/18/2018 3,740

5/19/2018 2,519

5/20/2018 3,679

5/21/2018 4,863

5/22/2018 5,106

5/23/2018 3,974

5/24/2018 3,665

5/25/2018 4,033

5/26/2018 2,910

5/27/2018 2,770

5/28/2018 4,900

5/29/2018 4,590

5/30/2018 4,274

5/31/2018 3,914

6/1/2018 3,853

6/2/2018 2,638

Page 10 of 11



Total

6/3/2018 3,763

6/4/2018 4,982

6/5/2018 4,442

6/6/2018 4,196

6/7/2018 3,589

6/8/2018 3,787

6/9/2018 2,672

6/10/2018 3,569

6/11/2018 5,120

6/12/2018 5,032

6/13/2018 4,418

6/14/2018 3,542

6/15/2018 3,799

6/16/2018 2,454

6/17/2018 3,463

6/18/2018 4,868

6/19/2018 4,597

6/20/2018 4,538

6/21/2018 3,593

6/22/2018 3,603

6/23/2018 2,535

6/24/2018 3,079

6/25/2018 4,940

6/26/2018 5,380

6/27/2018 5,199

6/28/2018 4,113

6/29/2018 3,589

6/30/2018 2,497

Total 1,441,325

Page 11 of 11



Exhibit # 8 – Call Statistics for One Week for Reservations

Control Center Daily Report

March 3, 2018 – March 17, 2018


3/11/2018 12:00:00 AM - 3/17/2018 11:44:59 PM (GMT-05:00)

SEPTAAACC


Report Interval:

Site Name:

Table Name: iSkillsetStat

Skillset Open

All Agent Busy Time

Available Time

Avg # Of Agents


Threshold


Threshold


Delay


00:14:14 00:00:2300:16:55 1 0 0 0 0 0 3/11/2018 06:45 00:00:00

00:15:00 00:00:0000:30:00 2 0 0 0 0 0 3/11/2018 07:00 00:00:00

00:15:00 00:00:0000:27:49 4 0 0 0 0 0 3/11/2018 07:15 00:00:00

00:15:00 00:13:3200:14:37 20 68 48 108 2 0 3/11/2018 07:30 00:00:54

00:15:00 00:15:0000:00:08 20 62 62 52 3 2 3/11/2018 07:45 00:03:01

00:15:00 00:15:0000:00:02 20 54 54 50 4 3 3/11/2018 08:00 00:04:02

00:15:00 00:15:0000:00:03 20 50 49 47 2 1 3/11/2018 08:15 00:01:29

00:15:00 00:15:0000:00:05 20 45 45 64 9 8 3/11/2018 08:30 00:03:44

00:15:00 00:15:0000:00:08 20 48 48 46 1 1 3/11/2018 08:45 00:06:08

00:15:00 00:15:0000:00:07 20 30 30 54 5 5 3/11/2018 09:00 00:06:56

00:15:00 00:15:0000:00:06 19 36 36 50 6 6 3/11/2018 09:15 00:06:44

00:15:00 00:15:0000:00:02 19 34 34 44 9 7 3/11/2018 09:30 00:04:01

00:15:00 00:15:0000:00:03 19 38 38 43 12 12 3/11/2018 09:45 00:09:50

00:15:00 00:15:0000:00:03 19 41 41 46 9 7 3/11/2018 10:00 00:06:21

00:15:00 00:15:0000:00:00 19 38 38 37 9 8 3/11/2018 10:15 00:07:03

00:15:00 00:15:0000:00:02 19 51 51 42 7 5 3/11/2018 10:30 00:03:57

00:15:00 00:15:0000:00:06 19 42 42 45 3 2 3/11/2018 10:45 00:01:41

00:15:00 00:15:0000:00:00 20 30 30 37 3 2 3/11/2018 11:00 00:01:56

00:15:00 00:15:0000:00:06 19 30 30 40 3 3 3/11/2018 11:15 00:05:04

00:15:00 00:15:0000:00:02 18 30 30 31 7 6 3/11/2018 11:30 00:04:15

00:15:00 00:15:0000:00:03 18 33 33 41 3 1 3/11/2018 11:45 00:03:19

00:15:00 00:15:0000:00:02 18 32 32 36 5 5 3/11/2018 12:00 00:03:54

00:15:00 00:15:0000:00:01 18 33 33 40 4 3 3/11/2018 12:15 00:05:01

00:15:00 00:15:0000:00:02 18 18 18 34 7 6 3/11/2018 12:30 00:05:25

EXHIBIT # 8 - CALL STATISTICS FOR ONE WEEK FOR RESERVATIONS CONTROL CENTER DAILY REPORT
