Month Calls/Hr CS Score Job Sat. Esc. Res. 1 11,255 88 84 10 83 2 12,659 89 82 9 91 3 14,550 86 88 11 85 4 13,996 94 81 7 87 5 10,958 85 90 13 85 6 11,225 92 92 8 90 Monthly Goals: Calls per Hour (Calls/Hr) 13,000, Customer Service Score (CS Score) 88, Job Satisfaction (Job Sat.) 92, Escalations (Esc.) 10, Resolutions (Res.) 94