This shape r

slicer. Slice
Project Count of Project Required Metrics Count of Project in Excel 201
Talabat Bahrain 23 On Time 7 If the shape
Zain Arabic 15 Backlog 7 an earlier ve
Zain Yaqoot Arabic 12 AHT 6 or if the wo
Najeeb Auto 11 Soft Skills Critical Er 6 in Excel 200
Zain Urdu 10 NBA Acceptance rate 4 slicer canno
Badael E-commerce 7 Accuracy 4
Papa Jones KSA 6 NBA Pitching rate 4
Zain Yaqoot Urdu 6 Answered 3
(empty) Reporting Accuracy 3
Total Result 90 Reporting Backlog 3
Speed of Answer 3
Reporting On Time 3
FCR 2
Overall Customer Sat 2
Precision 2
Sample 2
Average speed of an 2
Volume 2
Speed of Answer (SL 1
SSC VSF 1
Transaction Per Hour 1
Overall Customer Diss 1
Utilization VSF 1
Volume of Survey 1
Absenteeism VSF 1
Escalation Volume 1
Abandonment Rate 1
Adherence VSF 1
AHT VSF 1
AHT VSF - Old 1
BC VSF 1
Business Critical Err 1
CC VSF 1
Compliance Critical E 1
Conversion Rate 1
Csat agent evaulatio 1
Csat score 1
Customer BB 1
Customer Critical Err 1
Customer T2B 1
Customer TB 1
Escalation Rate VSF 1
EUC VSF 1
(empty)
Total Result 90
This shape represents a This shape represents a slicer.
slicer. Slicers are supported Slicers are supported in Excel
in Excel 2010 or later. 2010 or later.

If the shape was modified in If the shape was modified in an

an earlier version of Excel, earlier version of Excel, or if the
or if the workbook was saved workbook was saved in Excel
in Excel 2003 or earlier, the 2003 or earlier, the slicer cannot
slicer cannot be used. be used.
Name Exhibit KCRP or KSP or Customer Experience Metrics Language
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 3 Customer Satisfaction and Dissastisfaction -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 3 Customer Satisfaction and Dissastisfaction -
TalabatBahrain.TF Exhibit 3 Customer Satisfaction and Dissastisfaction -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 3 Customer Satisfaction and Dissastisfaction -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 2 Absenteeism -
TalabatBahrain.TF Exhibit 2 Reporting Performance to Clients -
TalabatBahrain.TF Exhibit 1 Assisted Real Time Transactions -
TalabatBahrain.TF Exhibit 2 Reporting Performance to Clients -
TalabatBahrain.TF Exhibit 2 Reporting Performance to Clients -
TalabatBahrain.TF Exhibit 2 Floor Management -
Type/Queue Transaction Required Metrics Calculation Target Direction Target
- Chat Average speed of answer Average time to <= 12
- Chat Escalation Rate VSF the measure of v<= 1
- Chat Escalation Volume Total # cases Requiring Escalation to -
- Chat EUC VSF the measure of v<= 1
- Chat BC VSF the measure of v<= 1
- Chat SSC VSF the measure of v<= 1
- - Volume of Survey Volume of Survey
- Chat CC VSF the measure of v<= 1
- - Customer BB Number of respon
<= 0.05
- - Customer T2B Number of respon
>= 0.85
- Chat Volume Total # of Calls Offered per Month Shared with other vend
- Chat Answered Total # of Calls answered per Month
- - Customer TB Number of respon>= 0.7
- Chat Utilization VSF the measure of v<= 1
- Chat AHT (Total Talk Time<= 500
- Chat AHT VSF the measure of v<= 1
- Chat AHT VSF - Old the measure of v<= 1
- - Absenteeism VSF the measure of v<= 1
- - Reporting Accuracy # of Reports iden>= 0.98
- Chat Transaction Per Hour number of transa
>= 10
- - Reporting Backlog Average Of Backl<= 1
- - Reporting On Time Percentage Of R>= 0.95
- - Adherence VSF the measure of v<= 1
 due to
over
achievem
ents
Target
R&R Description
client
Target Source (e.g.
targetCycle
is Time)
Nov-22 Dec-22 Jan-23 Feb-23 Mar-23 Apr-23 May-23
30 sec. 10.29 11.36 13.6 53.6 19

482 588 381 410

1.31 0.66 0.59 1.04 1.1
1.65 1.01 0.62 0.92 1.1

1.09 0 0 0 0
BB 0.2359 0.2403 0.2563 0.26 0.2235795
T2B 0.6914 0.6908 0.6735 0.6747 0.7135603
Shared with other vendors , will update the answered chats he 26146 34695 25744 32492 34042
26146 34695 25744 32492 34042
TB 0.6338 0.6335 0.614 0.614 0.6563272

500 Second ( R&R Client target ) 443.83 451.81 461.57 461.82 481
0.95 0.92 1.199 0.98 1.8

10 chats per hour ( R&R Client tar 6.5 6.8 4.8 5.2 5.9
Jun-23 Jul-23 Aug-23 Sep-23 Oct-23 CUIKA # of Mo's achieving target
18.6 11.2 9 25 20 C 4
C 0
C
1.2 0.7 1 1 1.2 C 5
1.4 0.9 0.9 1 1.6 C 5
0.2 0.2 0.2 C 2
C
0 0 0 0 0C 8
0.237469 0.259859 0.2619348 0.28 0.32 C 0
0.753401 0.674598 0.6674665 0.65 0.61 C 0
33072 36441 30539 27441 29096 C
33072 36441 29510 26868 29083 C
0.6324 0.603106 0.5971205 0.58 0.54 C 0
C 0
484 466 437 483 449 C 9
0.99 1 0.9 1 1.9 C 7
C 0
C 0
C 0
6.4 5.8 5.54 5.9 7C 0
C 0
C 0
C 0
 Is perfor- Is there sustained perfor-
mance improve-
mance improve-
# of Mo's with data Are targets achieved 3/4ths of the time? ment expected?
ment?
9 No Yes No
0 No Yes yes

9 No Yes yes
9 No Yes yes
2 No Yes yes

9 No Yes yes
9 No Yes No
9 No Yes No

9 No Yes No
0 No Yes yes
9 No Yes yes
9 No Yes yes
0 No Yes yes
0 No Yes yes
0 No Yes No
9 No Yes No
0 No Yes yes
0 No Yes No
0 No Yes yes
 PST Metric

Is Individual Metric Compliant? Y/N Cat 4 Item Site Project Sector AM

Not Compliant Y 4.3.S Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Y 4.1 Bahrain Talabat BahFMCG
Not Compliant Y 4.1 Bahrain Talabat BahFMCG
Bahrain Talabat BahFMCG
Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Y 4.3.E Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Y 4.3.E Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Not Compliant Bahrain Talabat BahFMCG
Collection Owner CUIKA Owner Is it R&R metric is it Entity project Chance to meet
Reporting Reporting Yes NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting Yes NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting Yes NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting Yes NA
Reporting Reporting NA
Reporting Reporting NA
Reporting Reporting NA
Chance to improve Improving target Is metric in risk is the last Month improved
No chance NA No yes
No chance NA NA yes
No chance NA NA FALSE
No chance NA No yes
No chance NA No yes
No chance NA No yes
No chance NA NA FALSE
No chance NA No yes
No chance NA No yes
No chance NA No No
No chance NA NA FALSE
No chance NA NA FALSE
No chance NA No No
No chance NA NA yes
No chance NA No yes
No chance NA No yes
No chance NA NA yes
No chance NA NA yes
No chance NA NA yes
No chance NA No No
No chance NA NA yes
No chance NA NA yes
No chance NA NA yes
Collection Due Date Collection Date Collected On Time ? Collected On Time - Yes
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
No 0
Collected On Time - No Action Shared ?
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No
1 No