Practice file · TMS Care
The Q3 service file
398 tickets, 219 survey invites, 76 complaints. As of 1 October 2026, 18:00, Asia/Qatar. Promise: 80% resolved within target. Currency on complaints is QAR, and it is not the cost of a complaint.
Showing 388 of 398 tickets · trust-check failures excluded
Tickets
388
This slice
Breach rate
15.5%
60 past the promise
Reopen rate
10.6%
Came back after close
Open pile
20
7 late · 13 inside promise
CSAT
3.9
97 replies
NPS
+33
n=97
Response rate
44%
97 of 219 invites
Repeat customers
12%
30% of tickets
Opened and resolved by week
Demand is opened. Resolved can fall in a later week.
Breach rate by queue
Share of tickets past the promise. Not average hours.
Breach rate by channel
Chat can look calm while phone does not.
CSAT and how many people answered
The bar is response rate. The label is the score. Thin n is not a fact.
NPS by queue
Among replies only. Say the base before you brief it.
| Queue | NPS | CSAT | Replies |
|---|---|---|---|
| Billing | 0 | 3.7 | 31 |
| Delivery | -14 | 3.4 | 21 |
| Product | +75 | 4.3 | 20 |
| Access | +69 | 4.3 | 16 |
| Loyalty | +100 | 4.7 | 9 |
Reopen rate by agent
Look at the queue column before you coach anyone. Agents with fewer than 8 tickets are hidden.
| Agent | Reopen | Tickets | Mostly |
|---|---|---|---|
| A12 | 38% | 32 | Billing |
| A07 | 33% | 39 | Billing |
| A05 | 25% | 20 | Billing |
| A15 | 17% | 24 | Billing |
| A09 | 9% | 22 | Access |
| A01 | 7% | 14 | Product |
| A04 | 6% | 18 | Delivery |
| A16 | 5% | 20 | Product |
Complaints
Accent marks cases still open past 10 days. The complaint file is not filtered by the ticket slice.
Reasons that come back
Reopen rate on this slice. Reasons under 8 tickets are hidden.
- Charge not recognised57% · n=28
- Fee copy54% · n=28
- Password reset13% · n=15
- Payment plan12% · n=17
- Faulty item8% · n=12
- Where is my order8% · n=13
Narrow the file
Queue
Channel
Site
Priority
Reason
Week of
Facilitator key — do not project this during the hunt
The blend passes. The slice does not.
Clean tickets: 388. Breach 15.5%, so attainment is 84.5% against an 80% promise. P1 phone at Central Hub after 14:00: 76.2% breach, n=42. Chat overall: 5.3%, n=75. Chat P1: 11.5%, n=26. Open pile: 20, of which 7 are already late and 13 are still inside the promise.
Fee-copy meets the clock and comes back.
Those two reasons: n=56, reopen 55.4%, breach 0.0%. Billing before 3 August reopens at 5.6% (n=36). From that week, 36.7% (n=90). Breach stays in the same band: 11.1% then 12.2%.
A07 is the queue.
A07 reopen 33.3% on 39 tickets. A12 reopen 37.5% on 32. A03 reopen 0.0% on 34, breach 2.9%. A03 sits on Loyalty.
A score without a base is a mood.
CSAT 3.9 and NPS +33 on 97 replies from 219 invites (44%). Phone response 62% (n=52). Email response 19% (n=10). Delivery NPS -14 on 21 replies. Loyalty NPS +100 on 9 replies — too thin to brief as a win.
Repeat work, and one fix.
36 of 306 customers (12%) account for 118 of 388 tickets (30%). Complaints: incorrect charge 26 (22 upheld or partial), delay 20, product failure 10, staff conduct 6 (5 upheld — too small), privacy 8 (5 still open past 10 days, all North Hub), policy 6. A conduct programme fails the evidence test. Billing copy, privacy clearance, and afternoon phone cover can each be defended. Not all three in one ask.
Trust check, 10 rows.
Three resolved before they were opened. Four marked resolved with no time. Two still open with a resolved time filled. One agent coded A3, who is not on the roster. Flag them. Do not delete them.
Files for the room
The workbook is the practice file for Excel and for Power BI. CSVs are the same rows, if a machine will not open the workbook. The manual and the slides are in the pack.
Rows in this slice
First eight. The download has the rest.
| Ticket | Opened | Queue | Channel | Pri | Site | Agent | Reason | Status |
|---|---|---|---|---|---|---|---|---|
| TMS-260629-0001 | 2026-06-29 09:00 | Billing | Phone | P2 | Central Hub | A07 | Invoice copy | Resolved |
| TMS-260630-0002 | 2026-06-30 10:07 | Billing | P3 | Central Hub | A12 | Payment plan | Resolved | |
| TMS-260701-0003 | 2026-07-01 11:14 | Billing | Phone | P2 | Central Hub | A07 | Refund status | Resolved |
| TMS-260702-0004 | 2026-07-02 12:21 | Billing | P3 | Central Hub | A12 | Receipt request | Resolved | |
| TMS-260703-0005 | 2026-07-03 13:28 | Billing | Chat | P2 | North Hub | A05 | Invoice copy | Resolved |
| TMS-260629-0006 | 2026-06-29 14:35 | Billing | Phone | P4 | Digital Desk | A15 | Payment plan | Resolved |
| TMS-260706-0007 | 2026-07-06 09:42 | Billing | Phone | P2 | Central Hub | A07 | Invoice copy | Resolved |
| TMS-260707-0008 | 2026-07-07 10:49 | Billing | P3 | Central Hub | A12 | Payment plan | Resolved |
Roster
- A01 · North Hub · Product
- A02 · North Hub · Access
- A03 · North Hub · Loyalty
- A04 · North Hub · Delivery
- A05 · North Hub · Billing
- A06 · North Hub · Product
- A07 · Central Hub · Billing
- A08 · Central Hub · Delivery
- A09 · Central Hub · Access
- A10 · Central Hub · Product
- A11 · Central Hub · Delivery
- A12 · Central Hub · Billing
- A13 · Digital Desk · Access
- A14 · Digital Desk · Delivery
- A15 · Digital Desk · Billing
- A16 · Digital Desk · Product
- A17 · Digital Desk · Loyalty
- A18 · Digital Desk · Delivery