Call MI from 1/1 - present

Dear Student Awards Agency for Scotland,

Can you please provide a breakdown for calls received on all public
enquiry lines for SaaS.

I require:
Total number of calls received by day
Average wait time of calls by day
Average talk time of calls by day
Total number of calls by day where the talk time was less than 5
seconds
Maximum number of agents logged on to take calls each day

I require this information from 1 January 2011 until now
If possible, can you please split this information by the telephone
number the call was received on and the intended purpose of each
number.

Yours faithfully,

James Simpson

Dear Student Awards Agency for Scotland,

I am concerned that the information provided to me is

1. Not the full information I requested. The response states that
the information is not held in the format requested - does this
mean that the data is not held or that you are unable to break it
down into the DDI (number on which the call was presented)

2. potentially inaccurate - the figures do not reflect the
anecdotal data available to me, particularly the avg wait time.

Could you please review this information to ensure accuracy and
provide all information requested, or state which information is
not available.

Yours faithfully,

J Simpson