Case Ex 3Exhibit 3: Two months Call Center data by half-hour intervalsHalf-HourNumberASANumberAverageAverageCSRAvg time on callTime b/w 2 callEndingof Calls(Seconds)AbandonedTalk TimeHold TimeStaffing*8:30 AM57075146.289.000964809:00 AM76079126.291.000979:30 AM218178136.291.0009910:00 AM2210181156.296.00010610:30 AM2411280176.297.00010811:00 AM31324102216.2123.00015511:30 AM324011111224.2133.00017312:00 PM364516108154.2123.00016812:30 PM22508109144.2123.0001731:00 PM20497106134.2119.0001681:30 PM25386107114.2118.0001562:00 PM29428106164.2122.0001642:30 PM404812122196.2141.0001893:00 PM515714119206.2139.0001963:30 PM46501296216.2117.0001674:00 PM3422880166.296.0001184:30 PM2010179156.294.0001045:00 PM146077126.289.000955:30 PM136075136.288.000946:00 PM45078146.292.00097Total or Avg49632.011197.116.7112113.800146

* Not counting the administrative assistant, and averaging CSR 40 hours ofwork plus 4 lunch hours per week in most weeks across five 10-hour work daysMean24.832.05.5597.116.75.6Std. Dev12.568213874718.93911296765.219913792416.07917908353.22916397850.916515139

Case Ex 4CExhibit 4C: Daily Totals by Individual Rep, February 25, 2011, 8:00 AM - 6:00 PM (all times in seconds)CallsTalkHoldNRWaitDNTim OnDNTime On LoggedRep #AnsweredTimeTimeTimeTimeIn(7)Out(9)In100000000002768,4566608,22813,90854,578518,25434,4463536,8259967,2105,296106,609418,14924,4484574,9161,1743,9625,276134,858127,85219,4165523,8245904,5327,058156,686461,72123,4686819,4726165,7868,776103,327184,48127,9327837,2491,3362,98811,11862,415207,00825,720Total40240,7425,37232,70651,4325928,47318837,465155,430

Case Ex 4DExhibit 4D: Half-Hourly Totals by Individual Rep, February 25, 2011 11:00 AM - 11:30 AM (all times in seconds)CallsTalkHoldNRWaitDNTime OnDNTime OnLoggedRep #AnsweredTimeTimeTimeTimeIn(7)Out(9)In100000000002777211486320160615281,6003248411098235804591,8004660721,01018900001,8005447917545248179001,33569937502523400025141,7447226411650160254716051,482Total303,5432052,5431,35561,59042,1069,761