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Difference between revisions of ":DNA BiWeekly Meeting Workbook"
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==Inbound Call Volume== | ==Inbound Call Volume== | ||
− | ===November | + | ===November 13, 2017 to November 17, 2017=== |
====Desk.com==== | ====Desk.com==== | ||
{| class="wikitable" | {| class="wikitable" | ||
Line 12: | Line 12: | ||
|- | |- | ||
|Monday | |Monday | ||
− | | | + | |91 |
− | | | + | |67 |
|- | |- | ||
|Tuesday | |Tuesday | ||
− | | | + | |53 |
− | | | + | |56 |
|- | |- | ||
|Wednesday | |Wednesday | ||
− | | | + | |65 |
− | | | + | |57 |
|- | |- | ||
|Thursday | |Thursday | ||
− | | | + | |82 |
− | | | + | |64 |
|- | |- | ||
|Friday | |Friday | ||
− | | | + | |47 |
− | | | + | |51 |
|- | |- | ||
|Total | |Total | ||
− | | | + | |338 |
− | | | + | |295 |
|} | |} | ||
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled | <pLines ymin=0 ymax=100 axiscolor=888888 cubic filled | ||
angle=90 plots legend> | angle=90 plots legend> | ||
,Created Cases,Resolved Cases | ,Created Cases,Resolved Cases | ||
− | Monday, | + | Monday,91,67 |
− | Tuesday, | + | Tuesday,53,56 |
− | Wednesday, | + | Wednesday,65,57 |
− | Thursday, | + | Thursday,82,64 |
− | Friday, | + | Friday,47,51 |
</pLines> | </pLines> | ||
Line 49: | Line 49: | ||
|+Inbound Calls-866.606.1590 | |+Inbound Calls-866.606.1590 | ||
|- | |- | ||
− | |+Nov | + | |+Nov 13-17 |
|- | |- | ||
|Total | |Total | ||
− | | | + | |389 |
|100% | |100% | ||
|- | |- | ||
|Answered | |Answered | ||
− | | | + | |216 |
− | | | + | |55.5% |
|- | |- | ||
|Unanswered | |Unanswered | ||
− | | | + | |173 |
− | | | + | |44.4% |
|} | |} | ||
{{#pPie: exploded|3d|data= | {{#pPie: exploded|3d|data= | ||
− | Answered, | + | Answered,216 |
− | Unanswered, | + | Unanswered,173 |
}} | }} | ||
Line 81: | Line 81: | ||
|- | |- | ||
|Monday | |Monday | ||
− | |Nov | + | |Nov 13, 2017 |
− | | | + | |90 |
− | | | + | |58 |
− | | | + | |32 |
− | | | + | |64.44% |
|- | |- | ||
|Tuesday | |Tuesday | ||
− | |Nov | + | |Nov 14, 2017 |
− | | | + | |77 |
− | | | + | |49 |
− | | | + | |28 |
− | | | + | |63.63% |
|- | |- | ||
|Wednesday | |Wednesday | ||
− | |Nov | + | |Nov 15, 2017 |
− | | | + | |88 |
− | | | + | |47 |
− | | | + | |41 |
− | | | + | |53.4% |
|- | |- | ||
|Thursday | |Thursday | ||
− | |Nov | + | |Nov 16, 2017 |
− | | | + | |89 |
− | | | + | |37 |
− | | | + | |52 |
− | | | + | |41.57% |
|- | |- | ||
|Friday | |Friday | ||
− | |Nov | + | |Nov 17, 2017 |
− | | | + | |45 |
− | | | + | |25 |
− | | | + | |20 |
− | | | + | |55.55% |
|- | |- | ||
|Total | |Total | ||
|Week 1 | |Week 1 | ||
− | | | + | |389 |
− | | | + | |216 |
− | | | + | |173 |
− | | | + | |55.52% |
|} | |} | ||
Line 127: | Line 127: | ||
angle=90 plots legend> | angle=90 plots legend> | ||
,Total,Answered,Unanswered | ,Total,Answered,Unanswered | ||
− | Monday, | + | Monday,90,58,32 |
− | Tuesday, | + | Tuesday,77,49,28 |
− | Wednesday, | + | Wednesday,88,47,41 |
− | Thursday, | + | Thursday,89,37,52 |
− | Friday, | + | Friday,45,25,20 |
</pLines> | </pLines> | ||
====Agent Weekly Breakdown==== | ====Agent Weekly Breakdown==== | ||
− | {| class="wikitable" | + | {| class="wikitable sortable" |
− | |+ | + | |+Nov 13, 2017 to Nov 17, 2017 |
!|Agent | !|Agent | ||
− | !| | + | !|Resolved Case |
− | + | !|Cases Per Hour | |
− | |||
− | !| | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
|Barry Rossen | |Barry Rossen | ||
− | | | + | |26 |
− | | | + | |0.65 |
− | |||
− | |||
|- | |- | ||
|Denis Boulet | |Denis Boulet | ||
− | | | + | |4 |
− | | | + | |0.1 |
− | |||
− | |||
|- | |- | ||
|Collin Bromfield | |Collin Bromfield | ||
− | | | + | |9 |
− | | | + | |0.225 |
− | |||
− | |||
|- | |- | ||
|Rodney Carrigan | |Rodney Carrigan | ||
− | | | + | |7 |
− | | | + | |0.46 |
− | |||
− | |||
|- | |- | ||
|Nathan Grefe | |Nathan Grefe | ||
− | | | + | |2 |
− | | | + | |0.2 |
− | |||
− | |||
|- | |- | ||
|Peter Hall | |Peter Hall | ||
− | | | + | |35 |
− | | | + | |0.87 |
− | |||
− | |||
|- | |- | ||
|Dylan Lee | |Dylan Lee | ||
− | | | + | |47 |
− | | | + | |1.175 |
− | |||
− | |||
|- | |- | ||
|Mark Navarro | |Mark Navarro | ||
− | | | + | |50 |
− | | | + | |1.25 |
− | |||
− | |||
|- | |- | ||
|Gordon Waughan | |Gordon Waughan | ||
− | | | + | |40 |
− | | | + | |1 |
− | |||
− | |||
|- | |- | ||
|Frank Wilkins | |Frank Wilkins | ||
− | | | + | |34 |
− | | | + | |0.75 |
− | |||
− | |||
|- | |- | ||
|William Valencia | |William Valencia | ||
− | | | + | |30 |
− | | | + | |0.75 |
− | |||
− | |||
|- | |- | ||
|Michael Yacono | |Michael Yacono | ||
− | | | + | |5 |
− | + | |0.125 | |
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Latest revision as of 16:21, 21 November 2017
Contents
Inbound Call Volume
November 13, 2017 to November 17, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 91 | 67 |
Tuesday | 53 | 56 |
Wednesday | 65 | 57 |
Thursday | 82 | 64 |
Friday | 47 | 51 |
Total | 338 | 295 |
Shoretel / Mitel
Total | 389 | 100% |
Answered | 216 | 55.5% |
Unanswered | 173 | 44.4% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 13, 2017 | 90 | 58 | 32 | 64.44% |
Tuesday | Nov 14, 2017 | 77 | 49 | 28 | 63.63% |
Wednesday | Nov 15, 2017 | 88 | 47 | 41 | 53.4% |
Thursday | Nov 16, 2017 | 89 | 37 | 52 | 41.57% |
Friday | Nov 17, 2017 | 45 | 25 | 20 | 55.55% |
Total | Week 1 | 389 | 216 | 173 | 55.52% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 26 | 0.65 |
Denis Boulet | 4 | 0.1 |
Collin Bromfield | 9 | 0.225 |
Rodney Carrigan | 7 | 0.46 |
Nathan Grefe | 2 | 0.2 |
Peter Hall | 35 | 0.87 |
Dylan Lee | 47 | 1.175 |
Mark Navarro | 50 | 1.25 |
Gordon Waughan | 40 | 1 |
Frank Wilkins | 34 | 0.75 |
William Valencia | 30 | 0.75 |
Michael Yacono | 5 | 0.125 |