Difference between revisions of ":DNA BiWeekly Meeting Workbook"

(Created page with "==Inbound Call Volume== ===November 6, 2017 to November 17, 2017=== ====Desk.com==== {| class="wikitable" |+Created and Resolved Cases |- |+Nov 6-10 |- |Day of Week |Created C...")
 
(→‎Agent Weekly Breakdown)
 
(14 intermediate revisions by the same user not shown)
Line 1: Line 1:
 
==Inbound Call Volume==
 
==Inbound Call Volume==
−
===November 6, 2017 to November 17, 2017===
+
===November 13, 2017 to November 17, 2017===
 
====Desk.com====
 
====Desk.com====
 
{| class="wikitable"
 
{| class="wikitable"
Line 12: Line 12:
 
|-
 
|-
 
|Monday
 
|Monday
−
|50
+
|91
−
|46
+
|67
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|60
+
|53
−
|61
+
|56
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|56
+
|65
−
|53
+
|57
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|42
+
|82
−
|36
+
|64
 
|-
 
|-
 
|Friday
 
|Friday
−
|8
+
|47
−
|9
+
|51
 
|-
 
|-
 
|Total
 
|Total
−
|216
+
|338
−
|205
+
|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,50,46
+
Monday,91,67
−
Tuesday,60,61
+
Tuesday,53,56
−
Wednesday,56,53
+
Wednesday,65,57
−
Thursday,42,36
+
Thursday,82,64
−
Friday,8,9
+
Friday,47,51
 
</pLines>
 
</pLines>
  
Line 49: Line 49:
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
 
|-
 
|-
−
|+Nov 6-10
+
|+Nov 13-17
 
|-
 
|-
 
|Total
 
|Total
−
|289
+
|389
 
|100%
 
|100%
 
|-
 
|-
 
|Answered
 
|Answered
−
|156
+
|216
−
|54%
+
|55.5%
 
|-
 
|-
 
|Unanswered
 
|Unanswered
−
|133
+
|173
−
|56%
+
|44.4%
 
|}
 
|}
  
 
{{#pPie: exploded|3d|data=
 
{{#pPie: exploded|3d|data=
−
Answered,156
+
Answered,216
−
Unanswered,133
+
Unanswered,173
 
}}
 
}}
  
Line 81: Line 81:
 
|-
 
|-
 
|Monday
 
|Monday
−
|Nov 6, 2017
+
|Nov 13, 2017
−
|48
+
|90
−
|27
+
|58
−
|21
+
|32
−
|56.25%
+
|64.44%
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|Nov 7, 2017
+
|Nov 14, 2017
−
|78
+
|77
−
|51
+
|49
−
|27
+
|28
−
|65.38%
+
|63.63%
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|Nov 8, 2017
+
|Nov 15, 2017
−
|81
+
|88
−
|37
+
|47
−
|44
+
|41
−
|45.67%
+
|53.4%
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|Nov 9, 2017
+
|Nov 16, 2017
−
|56
+
|89
−
|36
+
|37
−
|20
+
|52
−
|36.2%
+
|41.57%
 
|-
 
|-
 
|Friday
 
|Friday
−
|Nov 10, 2017
+
|Nov 17, 2017
−
|18
+
|45
−
|0
+
|25
−
|18
+
|20
−
|0%
+
|55.55%
 
|-
 
|-
 
|Total
 
|Total
 
|Week 1
 
|Week 1
−
|281
+
|389
−
|151
+
|216
−
|130
+
|173
−
|53.73%
+
|55.52%
 
|}
 
|}
  
Line 127: Line 127:
 
  angle=90 plots legend>
 
  angle=90 plots legend>
 
,Total,Answered,Unanswered
 
,Total,Answered,Unanswered
−
Monday,48,27,21
+
Monday,90,58,32
−
Tuesday,78,51,27
+
Tuesday,77,49,28
−
Wednesday,81,37,44
+
Wednesday,88,47,41
−
Thursday,56,36,20
+
Thursday,89,37,52
−
Friday,18,0,18
+
Friday,45,25,20
 
</pLines>
 
</pLines>
  
 
====Agent Weekly Breakdown====
 
====Agent Weekly Breakdown====
  
−
{| class="wikitable"
+
{| class="wikitable sortable"
−
|+Oct 31, 2017 to Nov 3, 2017
+
|+Nov 13, 2017 to Nov 17, 2017
 
!|Agent
 
!|Agent
−
!|Total Calls
+
!|Resolved Case
−
!|Answered Calls
+
!|Cases Per Hour
−
!|Abandoned Calls
 
−
!|Resolved Cases
 
−
|-
 
−
|Jack Bao
 
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
 
|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
−
|
 
−
|
 
−
|-
 
−
|}
 
−
====Lunch Schedule====
 
−
{| class="wikitable"
 
−
!|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
 
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
 
|}
 
|}
−
 
−
 
−
<pLines ymin=0 ymax=10 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,Group 1,Group 2,Group 3
 
−
6:00AM-7:00AM,2,2,1,5
 
−
7:00AM-8:00AM,2,2,1,5
 
−
8:00AM-9:00AM,2,2,2,6
 
−
9:00AM-10:00AM,4,2,2,8
 
−
10:00AM-11:00AM,4,3,2,9
 
−
11:00AM-12:00PM,2,3,2,7
 
−
12:00PM-1:00PM,3,2,2,7
 
−
1:00PM-2:00PM,2,4,2,8
 
−
2:00PM-3:00PM,3,3,1,7
 
−
3:00PM-4:00PM,2,2,1,5
 
−
4:00PM-5:00PM,1,2,0,3
 
−
</pLines>
 

Latest revision as of 16:21, 21 November 2017

Inbound Call Volume

November 13, 2017 to November 17, 2017

Desk.com

Created and Resolved Cases Nov 6-10
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

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 13-17
Total 389 100%
Answered 216 55.5%
Unanswered 173 44.4%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
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%


pChart

Agent Weekly Breakdown

Nov 13, 2017 to Nov 17, 2017
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
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