Difference between revisions of ":DNA BiWeekly Meeting Workbook"

(Agent Weekly Breakdown)
(Agent Weekly Breakdown)
Line 139: Line 139:
 
|+Nov 13, 2017 to Nov 17, 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
|
+
|1.53
|
 
|
 
 
|-
 
|-
 
|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
|
+
|0.05
|
 
|
 
 
|-
 
|-
 
|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
|
 
|
 
 
|-
 
|-
 
|}
 
|}

Revision as of 16:12, 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 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


pChart