AREA METRIC JAN FEB MAR APRIL May JUN

Customer NPS B2B

Satisfaction NPS B2C
Offered /
269/262 239/233 331/324 221/217 291/290 271/269
Handled
Call Answer Time
95% 97% 98% 98% 100% 97%
Productivity SLA
B2B AHT (sec) 386 386 344 424 393 424
Abandoned
2.6% 2.5% 1.8% 1.8% 0.3% 0.7%
(%)
Offered /
582/572 457/451 508/500 341/334 374/369 317/311
Handled
Call Answer Time
98% 98% 99% 99% 99% 98%
Productivity SLA
B2C AHT (sec) 344 388 360 417 446 461
Abandoned
1.7% 1.3% 1.4% 2.1% 1.3% 1.9%
(%)
Hue 148/145 122/120 148/146 90/89 113/111 97/95
Abandoned
Hue (%)
2% 1.6% 1.4% 1.1% 1.8% 2.1%

AHT (sec) 400 505 465 531 561 537

Ticket Created 393 282 345 281 296 321

Total WIZ
364 311 390 295 312 330
Tickets
Ticket
Completed
SDR -
Complaint

SDR - Request
Ticket
Productivity
Lead Time
B2C Complaint
(Siplified
Target)

Lead Time
Request
(Siplified
Target)
Backlog 39 59 53 38 51 41

Total Backlog 11.17% 19.47% 16.72% 13.48% 17.53% 12.73%

%
Ticket
132 129 161 134 106 139
Created
Ticket
92 140 151 144 93 129
Completed
SDR -
Complaint

SDR - Request

Ticket Lead Time

Productivity Complaint
B2B (Siplified
Target)
Ticket
Productivity
B2B

Lead Time
Request
(Siplified
Target)
Backlog 13 19 18 13 19 18

Total Backlog 15.12% 19.79% 16.07% 13.83% 23.17% 19.57%

%
LATAM Q1 Backlog Q1 % LATAM Q2 Backlog Q2 %
B2C 151 15.79% B2C 130 14.58%
B2B 50 16.99% B2B 50 18.86%

LATAM Q1 Backlog Q1 % LATAM Q2 Backlog Q2 %

B2C 151 15.79% B2C 130 14.58%
B2B 50 16.99% B2B 50 18.86%
 JUL AUG SEPT OCT NOV DEC

273/268 255/252 250/250 225/221 216/210 148/146

100% 98% 98% 96% 97% 96%

341 430 458 424 451 448

1.8% 1.2% 0% 1.8% 2.8% 1.4%

371/365 392/382 321/317 321/317 280/274 231/223

98% 99% 97% 99% 96% 93%

432 517 504 493 500 499

1.6% 2.6% 1.2% 1.2% 2.1% 3.5%

103/102 117/115 103/101 81/80 81/78 75/74

1% 1.7% 1.9% 1.2% 3.7% 1.3%

552 690 580 704 695 614

303 328 289 234 235 221

316 336 324 253 239 267

53 62 41 41 52 42

17.85% 20.33% 14.09% 14.09% 21.05% 18.42%

107 125 136 131 113 99

124 122 128 119 124 88

 23 20 11 11 13 9

28.40% 25.64% 12.09% 12.09% 18.31% 13.24%

LATAM Q3 Backlog Q3 % LATAM Q4 Backlog Q4 %

B2C 156 17.42% B2C 135 17.85%
B2B 54 22.04% B2B 33 14.55%

LATAM Q3 Backlog Q3 % LATAM Q4 Backlog Q4 %

B2C 156 17.42% B2C 135 17.85%
B2B 54 22.04% B2B 33 14.55%
 6.56% 5.62% 6.53%

6.56% 5.62% 6.53%

2,88% 3,28% 3,68%

2.88% 3.28% 3.68%
 AREA METRIC JAN FEB MAR APRIL May JUN

Customer NPS B2B

Satisfaction NPS B2C
Offered /
1658/1636 1592/1566 1776/1746 1440/1414 1494/1478 1465/1439
Handled
Call Answer Time
100% 99% 99% 99% 99% 99%
Productivity SLA
B2B AHT (sec) 682 658 657 647 616 611
Abandoned
1.3% 1.6% 1.7% 1.8% 1.1% 1.8%
(%)
Offered /
6754/6701 5126/5083 5407/5366 4137/4110 4511/4488 3921/3901
Handled
Call Answer Time
99% 99% 99% 99% 99% 99%
Productivity SLA
B2C AHT (sec) 943 869 944 954 1004 884
Abandoned
0.8% 0.8% 0.8% 0.7% 0.5% 0.5%
(%)
Hue 5139/5110 3905/3885 4167/4147 3121/3110 2942/2926 2547/2533
Abandoned
Hue (%)
0.6% 0.5% 0.5% 0.4% 0.5% 0.5%

AHT (sec) 1,010 933 1,009 1,030 1,109 971

Ticket Created 5524 4285 4420 3516 3246 4167

Total WIZ
5,981 4,906 4,820 3,552 3,672 4,007
Tickets
Ticket
Completed
SDR -
Complaint

SDR - Request
Ticket
Productivity
Lead Time
B2C Complaint
(Siplified
Target)

Lead Time
Request
(Siplified
Target)
Backlog 342 158 94 154 113 180

Total Backlog 6.38% 3.42% 2.19% 4.28% 3.24% 4.33%

%
Ticket
1097 1112 1126 1032 912 862
Created
Ticket
1070 1144 1149 1065 947 863
Completed
SDR -
Complaint

SDR - Request

Ticket Lead Time

Productivity Complaint
B2B (Siplified
Target)
Ticket
Productivity
B2B

Lead Time
Request
(Siplified
Target)
Backlog 7 4 2 3 6 3

Total Backlog 0.68% 0.34% 0.19% 0.28% 0.60% 0.35%

%
USA Q1 Backlog Q1 % USA Q2 Backlog Q2 %
B2C 594 4.00% B2C 447 3.95%
B2B 13 0.40% B2B 12 0.41%

USA Q1 Backlog Q1 % USA Q2 Backlog Q2 %

B2C 594 4.00% B2C 447 3.95%
B2B 13 0.40% B2B 12 0.41%
 JUL AUG SEPT OCT NOV DEC

1386/1358 1512/1484 1444/1422 1613/1586 1433/1411 1307/1286

96% 99% 98% 96% 98% 97%

602 607 557 631 621 604

2% 1.9% 1.5% 1.7% 1.5% 1.6%

4015/3972 4093/4043 4058/3999 4637/4588 5037/4950 5189/5110

97% 95% 96% 97% 96% 95%

902 938 1188 1083 1240 1252

1.1% 1.2% 1.5% 1% 1.7% 1.5%

2819/2787 2761/2726 2765/2729 3120/3089 3368/3307 3484/3441

1.1% 1.3% 1.3% 1% 1.8% 1.2%

975 1,060 1,315 1,192 1,387 1367

4089 4054 4600 5160 6063 6061

4,154 4,043 4,695 5,217 5,604 5,829

194 264 213 297 380 639

4.79% 6.74% 4.51% 5.94% 6.22% 10.09%

891 925 749 993 896 673

909 925 775 962 910 704

 5 2 7 9 5 6

0.55% 0.24% 0.92% 0.89% 0.56% 0.83%

USA Q3 Backlog Q3 % USA Q4 Backlog Q4 %

B2C 671 5.35% B2C 1316 7.42%
B2B 14 0.57% B2B 20 0.76%

USA Q3 Backlog Q3 % USA Q4 Backlog Q4 %

B2C 671 5.35% B2C 1316 7.42%
B2B 14 0.57% B2B 20 0.76%
 6.56% 5.62% 6.53%

6.56% 5.62% 6.53%

2,88% 3,28% 3,68%

2.88% 3.28% 3.68%
 AREA METRIC JAN FEB MAR APRIL May JUN

Customer NPS B2B

Satisfaction NPS B2C
Offered /
151/148 168/168 164/161 130/126 145/143 141/137
Handled
Call Answer Time
97% 96% 99% 98% 97% 99%
Productivity SLA
B2B AHT (sec) 605 599 539 557 558 514
Abandoned
2.00% 0.00% 1.8% 3.1% 1.4% 2.8%
(%)
Offered /
610/610 473/472 708/701 374/373 492/492 448/447
Handled
Call Answer Time
99% 99% 99% 99% 100% 100%
Productivity SLA
B2C AHT (sec) 771 735 700 811 847 769
Abandoned
0.00% 0.2% 1.00% 0.3% 0.00% 0.2%
(%)
Hue 448/448 317/316 557/552 273/272 377/377 330/329
Abandoned
Hue (%)
0.00% 0.3% 0.9% 0.4% 0.00% 0.003

AHT (sec) 815 792 705 857 862 800

Ticket Created 802 507 800 456 473 525

Total WIZ
Tickets
Ticket
875 556 811 502 567 564
Completed
SDR -
Complaint

SDR - Request
Ticket
Productivity
Lead Time
B2C Complaint
(Siplified
Target)

Lead Time
Request
(Siplified
Target)
Backlog 49 29 49 37 44 24

Total Backlog 6.56% 5.62% 6.53% 9.09% 9.02% 4.72%

%
Ticket
188 194 207 133 163 179
Created
Ticket
210 184 212 150 172 202
Completed
SDR -
Complaint

SDR - Request

Ticket Lead Time

Productivity Complaint
B2B (Siplified
Target)
Ticket
Productivity
B2B

Lead Time
Request
(Siplified
Target)
Backlog 4 6 7 8 6 7
Total Backlog 2.88% 3.28% 3.68% 6.25% 3.75% 4.02%
%
CANADA Q1 Backlog Q1 % CANADA Q2 Backlog Q2 %
B2C 127 6.24% B2C 105 7.61%
B2B 17 3.28% B2B 21 4.67%
 JUL AUG SEPT OCT NOV DEC

133/127 150/148 125/122 149/145 148/143 118/116

99% 100% 98% 100% 97% 98%

576 627 486 454 453 475

3.8% 1.3% 2.4% 2.7% 3.4% 1.7%

373/371 399/396 419/416 495/489 665/656 624/615

99% 97% 99% 97% 97% 99%

886 834 834 855 768 789

0.5% 0.8% 0.5% 1.00% 1.4% 1.4%

283/282 295/296 304/303 345/340 494/489 469/465

0.4% 0.7% 0 1.2% 1.00% 0.9%

954 874 853 931 820 826

438 474 486 587 697 700

467 483 495 551 689 773

34 35 29 29 37 39

8.06% 8.18% 5.94% 5.46% 5.64% 5.63%

144 165 203 228 233 205

157 171 204 217 244 209

 2 6 3 5 6 5

1.36% 4.05% 1.63% 2.59% 2.74% 2.42%

CANADA Q3 Backlog Q3 % CANADA Q4 Backlog Q4 %

B2C 98 7.39% B2C 105 5.58%
B2B 11 2.35% B2B 16 2.58%
 6.56% 5.62% 6.53%

6.56% 5.62% 6.53%

2,88% 3,28% 3,68%

2.88% 3.28% 3.68%
 Data
MARKET LOB Q1 Backlog Q1 % Q2 Backlog Q2 % Q3 Backlog Q3 %
CANADA B2B 17 3.28% 21 4.67% 11 2.35%
B2C 127 6.24% 105 7.61% 98 7.39%
LATAM B2B 50 16.99% 50 18.86% 54 22.04%
B2C 151 15.79% 130 14.58% 156 17.42%
USA B2B 13 0.40% 12 0.41% 14 0.57%
B2C 594 4.00% 447 3.95% 671 5.35%
Total Result 952 46.70% 765 50.08% 1004 55.12%

LOB Q1 Backlog Q1 % Q2 Backlog Q2 % Q3 Backlog Q3 % Q4 Backlog

B2B 80 6.89% 83 7.98% 79 8.32% 69
B2C 872 8.67% 682 8.71% 925 10.05% 1556
Total general 952 15.57% 765 16.69% 1004 18.37% 1625
Q4 Backlog Q4 %
16 2.58%
105 5.58%
33 14.55%
135 17.85%
20 0.76%
1316 7.42%
1625 48.74%

Q4 %
5.96%
10.28%
16.25%
MARKET LOB Q1 Backlog Q1 % USA Q2 Backlog Q2 % USA
USA B2C 594 4.00% B2C 447 3.95% B2C
USA B2B 13 0.40% B2B 12 0.41% B2B
LATAM B2C 151 15.79% B2C 130 14.58% B2C
LATAM B2B 50 16.99% B2B 50 18.86% B2B
CANADA B2C 127 6.24% B2C 105 7.61% B2C
CANADA B2B 17 3.28% B2B 21 4.67% B2B
Q3 Backlog Q3 % USA Q4 Backlog Q4 %
671 5.35% B2C 1316 7.42%
14 0.57% B2B 20 0.76%
156 17.42% B2C 135 17.85%
54 22.04% B2B 33 14.55%
98 7.39% B2C 105 5.58%
11 2.35% B2B 16 2.58%