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TCE Pre-Sales Support Center 2/07 Metrics

TCE Pre-Sales Support Center 2/07 Metrics. TCE Pre-Sales Support Center Jeff Leger 3/7/07. TCE PSSC Calls by Priority Level. February Total Calls: 1266 Average Daily Calls: 67. 359 72/day. 322 64/day. 291 58/day. 294* 74/day.

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TCE Pre-Sales Support Center 2/07 Metrics

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  1. TCE Pre-Sales Support Center2/07 Metrics TCE Pre-Sales Support Center Jeff Leger 3/7/07

  2. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Calls by Priority Level February Total Calls: 1266 Average Daily Calls: 67 359 72/day 322 64/day 291 58/day 294* 74/day Note: 50% of 2/07 TCE PSSC Calls Required Next Day Support * 4 day week

  3. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Calls by Region

  4. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Calls by Product Family

  5. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Calls by Product Family

  6. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Calls by Category % of Calls TCE PSSC Calls Escalated % of Calls Yes 18.8 % No 81.2 % Escalation Points% of Calls

  7. TCE Pre-Sales Support Center – February 2007 Metrics TCE PSSC Report Enhancements • Enhanced TCE PSSC Sales Support Center Metrics • TCE PSSC Call Types by BMT • Top 10 Call Types by BMT and Escalation Group • TCE PSSC Top 5 Call Categories by Top 10 Products • Top 5 Call Categories including Top 10 Products by Call Category and Escalation Group Updated BMTs beginning in July, 2006 Reporting • Centera • CLARiiON • Connectivity • Content Management: Captiva, Documentum • Information Management: • AVALON, Replication Manager, Former Legato Products • Infrastructure: PowerPath, Invista • NAS • Other • Rainfinity • Storage Management • Symmetrix • VMWare

  8. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: CLARiiON

  9. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Symmetrix

  10. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Other

  11. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Connectivity

  12. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Infrastructure

  13. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: NAS

  14. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Information Management

  15. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Storage Management

  16. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Centera

  17. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Content Management

  18. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: Rainfinity

  19. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Call Types by BMT: VMWare

  20. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Products by Call Category: Product Features And Configuration

  21. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Products by Call Category: Product Specific Support Matrix Current

  22. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Products by Call Category: Licensing and Packaging

  23. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Products by Call Category: Product Operations/Functionality

  24. TCE Pre-Sales Support Center – February 2007 Metrics Top 10 Products by Call Category: Certifications/Specifications

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