01
Cover & Metadata
02
COO Overview
4 Metric Callouts
03
Executive Summary
Key Wins ✓
Watch Items ⚠
Strategic Priorities ◆
04
Service Centre Overview
Desk Status Cards
Highlights – What Went Well
VPS Desk Highlights
ABSA Desk Highlights
Cash Connect Highlights
XLink L2 Highlights
Lowlights – Requires Attention
VPS Desk Lowlights
XLink L2 Lowlights
ABSA Desk Lowlights
Cash Connect Lowlights
Focus Area Assessment Table
05
VPS & L2 Desk Metrics
VPS Desk – Weekly Metrics
| Metric | Week 1 | Week 2 | Week 3 | Week 4 | MTD |
|---|---|---|---|---|---|
| Received Calls | |||||
| Answered Calls | |||||
| Abandoned | |||||
| WhatsApp Chats | |||||
| Emails (Received / Responded) | |||||
| CRM Cases Logged | |||||
| CRM Cases Logged % | |||||
| Abandon Rate | |||||
| Service Level | |||||
| Occupancy | |||||
| Outbound Calls | |||||
| AHT (Outbound) |
XLink L2 Desk – Weekly Metrics
| Metric | Week 1 | Week 2 | Week 3 | Week 4 | MTD |
|---|---|---|---|---|---|
| Received Calls | |||||
| Abandonment Rate | |||||
| Service Level | |||||
| CRM Cases Logged | |||||
| AWT (Avg Waiting Time) | |||||
| Occupancy | |||||
| Outbound Calls | |||||
| AHT (Outbound) |
06
ABSA & Cash Connect Metrics
ABSA Desk – Active Board Subtitle
ABSA Desk – Weekly Metrics
| Metric | Week 1 | Week 2 | Week 3 | Week 4 | MTD |
|---|---|---|---|---|---|
| Queue cases logged | |||||
| Outbound calls completed (Yaxxa) | |||||
| Backlog cases | |||||
| Missed ETAs | |||||
| ETAs scheduled incl. Collections | |||||
| QA cases checked | |||||
| Cases on hold (valid reason) | |||||
| Technician follow-ups completed | |||||
| Resolved cases | |||||
| Out of SLA | |||||
| Escalations received / resolved | |||||
| Total agents scheduled / present |
Cash Connect Desk – Subtitle
Cash Connect Desk – Weekly Metrics
| Metric | Week 1 | Week 2 | Week 3 | Week 4 | MTD |
|---|---|---|---|---|---|
| Current SLA (Desk) | |||||
| Total Calls Logged | |||||
| Cancelled | |||||
| Resolved | |||||
| Active | |||||
| SLA Breaches | |||||
| ETAs breached <15 min | |||||
| Agents present Mon–Wed / Thu–Fri | |||||
| Memory Dumps Outstanding | |||||
| SI Inspections Outstanding |
07
Field Services National
Area Status Cards
4 Stat Callouts
National Closure Summary Table
| Region | ABSA | In SLA | Out SLA | ABSA% | CC | In SLA | Out SLA | CC% | XLink | Total |
|---|---|---|---|---|---|---|---|---|---|---|
| Gauteng | ||||||||||
| Western Cape | ||||||||||
| Eastern Cape | ||||||||||
| KwaZulu-Natal | ||||||||||
| Mpumalanga | ||||||||||
| Limpopo | ||||||||||
| Free State | ||||||||||
| North West | ||||||||||
| Northern Cape |
Focus Area Assessment
08
Regional Highlights
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
REQUIRES INTERVENTION
09
Technician Performance
Left Table – Top Performers
| Region | Category | Name | Cases | |
|---|---|---|---|---|
Right Table – Top Performers (cont.)
| Region | Category | Name | Cases | |
|---|---|---|---|---|
10
Supply Chain & Logistics
Area Status Cards
Inbound Receiving Metrics
| BU | Week | Shipments | Verified | Comp% | Qty% | Ack Time | |
|---|---|---|---|---|---|---|---|
Discrepancy & OEM Engagement
| Date | BU | Issue | Resolved | Delay | |
|---|---|---|---|---|---|
NAV & System Compliance
| Period | Metric | Target | Actual | Comp% | Class |
|---|---|---|---|---|---|
Courier Cost Analysis
| Metric | UOM | ABSA | VPS | XLink/SBSA | Cash Connect |
|---|---|---|---|---|---|
Outbound Dispatch KPIs
| Metric | Result | Target | Status Class | Status Text |
|---|---|---|---|---|
Outbound Dispatch by BU
| BU | Ordered | Dispatched | Fill Rate | |
|---|---|---|---|---|
Key Supply Chain Updates
Focus Area Assessment
11
Supplier Governance
Area Status Cards
Recruitment & Onboarding
Legal & Compliance
General Governance
Out-of-SLA Table (April 2026)
| Vendor | Out SLA CC | Out SLA ABSA | Total | Class | |
|---|---|---|---|---|---|
Focus Area Assessment
12
Operations Improvement & Excellence
Governance & Project Tracker
Projects, Compliance & Initiatives
POPI Audit Scores
| Control | Title | Score | Class |
|---|---|---|---|
↑ High Points
↓ Low Points
13
Key Focus Areas
Priority Items (8)
14
Overall Assessment
What the Data Shows
Where CEO Attention is Required