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Difference between revisions of ":DNA BiWeekly Meeting Workbook"
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− | !| | + | !|Resolved Case |
− | + | !|Cases Per Hour | |
− | |||
− | !| | ||
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− | |||
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|- | |- | ||
|Barry Rossen | |Barry Rossen | ||
− | | | + | |26 |
− | | | + | |1.53 |
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|- | |- | ||
|Denis Boulet | |Denis Boulet | ||
− | | | + | |4 |
− | | | + | |0.1 |
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|- | |- | ||
|Collin Bromfield | |Collin Bromfield | ||
− | | | + | |9 |
− | | | + | |0.225 |
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|- | |- | ||
|Rodney Carrigan | |Rodney Carrigan | ||
− | | | + | |7 |
− | | | + | |0.46 |
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− | |||
|- | |- | ||
|Nathan Grefe | |Nathan Grefe | ||
− | | | + | |2 |
− | | | + | |0.05 |
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|- | |- | ||
|Peter Hall | |Peter Hall | ||
− | | | + | |35 |
− | | | + | |0.87 |
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− | |||
|- | |- | ||
|Dylan Lee | |Dylan Lee | ||
− | | | + | |47 |
− | | | + | |1.175 |
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|- | |- | ||
|Mark Navarro | |Mark Navarro | ||
− | | | + | |50 |
− | | | + | |1.25 |
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|- | |- | ||
|Gordon Waughan | |Gordon Waughan | ||
− | | | + | |40 |
− | | | + | |1 |
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|- | |- | ||
|Frank Wilkins | |Frank Wilkins | ||
− | | | + | |34 |
− | | | + | |0.75 |
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|- | |- | ||
|William Valencia | |William Valencia | ||
− | | | + | |30 |
− | | | + | |0.75 |
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|- | |- | ||
|Michael Yacono | |Michael Yacono | ||
− | | | + | |5 |
− | | | + | |0.125 |
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|- | |- | ||
|} | |} |
Revision as of 16:12, 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 | 1.53 |
Denis Boulet | 4 | 0.1 |
Collin Bromfield | 9 | 0.225 |
Rodney Carrigan | 7 | 0.46 |
Nathan Grefe | 2 | 0.05 |
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 |
Lunch Schedule
Hour | Group 1 | Group 2 | Group 3 | Total |
---|---|---|---|---|
6:00AM-7:00AM | ||||
7:00AM-8:00AM | ||||
8:00AM-9:00AM | ||||
9:00AM-10:00AM | ||||
10:00AM-11:00AM | ||||
11:00AM-12:00PM | ||||
12:00PM-1:00PM | ||||
1:00PM-2:00PM | ||||
2:00PM-3:00PM | ||||
3:00PM-4:00PM | ||||
4:00PM-5:00PM |