Jesseca's SCC Documentation
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Jesseca's SCC Documentation

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Core Metrics

Replies per Day

Consistently met daily reply target of 35 per day in the last 4 months. February was only 1 point away from the target after my mother’s passing, but immediately back on track by March which demonstrates resilience and commitment.
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Replies to Resolution

The R2R score remained low (and low is good for R2R), consistently hitting SCC (1.6) goals for the last 6 months.
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First Reply Resolution Rate

The FRR rate remained high, consistently hitting SCC (66%) goals for the last 6 months.
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Tickets Resolved within 4 Replies

The R<4 rate remained high, consistently hitting SCC (92%) goals for the last 6 months.
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Monthly QA Score average

The QA score average consistently hitting SCC (75%) goals for the last 6 months.
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