20170801AVU to Staff 41.pdf

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JUzuSDICTION
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E- I 7-0 I /AVU-G- I 7-0 I
IPUC
Production Request
Staff - 041
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
TELEPHONE: (s09) 49s-2782
REQUEST:
Please provide the average handling time by month for each of the past three years (2015,2016,
and YTD 2017). "Average handling time" is the average amount of time (usually expressed in
minutes) it takes for a customer service representative to talk with a customer plus any additional
"off-line" time it takes to complete the transaction or fully resolve the customer's issue(s).
RESPONSE:
Average Handle Time (Min:Sec)
201,5 201,6 2017
Jan 7:18 6:18
Feb 7:49 7:15 6:32
Mar 7:23 6:43 6:15
Apr 7:28 6:29 6:15
May 6:58 6:16 6:01
Jun 7:06 6:19 5:08
Jul 6:57 6:18
Aug 7:07 6:15
sep 7:OB 6:t2
Oct 6:52 6:13
Nov 6:08 6:05
Dec 6:48 5:05
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