About Pepco Holdings, Inc. (an Exelon Company) Pepco Holdings, Inc. (PHI) is one of the largest energy delivery companies in the Mid-Atlantic region, serving about 2 million customers in Delaware, the District of Columbia, Maryland and New Jersey. PHI subsidiaries, Pepco, Delmarva Power and Atlantic City Electric, provide regulated electricity service; Delmarva Power also provides natural gas service. PHI also provides energy efficiency and renewable energy services through Pepco Energy Services. The Challenge PHI was attempting to determine the discrepancy in average handle time between jurisdictions. The cause was not easily identified because the same platform was used for agents and handling calls. Since the platforms were the same, coaching was ruled out. The Challenge NICE

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