:DNA BiWeekly Meeting Workbook

Revision as of 16:16, 20 November 2017 by JP (talk | contribs) (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...")

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Inbound Call Volume

November 6, 2017 to November 17, 2017

Desk.com

Created and Resolved Cases Nov 6-10
Day of Week Created Cases Resolved Cases
Monday 50 46
Tuesday 60 61
Wednesday 56 53
Thursday 42 36
Friday 8 9
Total 216 205

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Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 6-10
Total 289 100%
Answered 156 54%
Unanswered 133 56%

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Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 6, 2017 48 27 21 56.25%
Tuesday Nov 7, 2017 78 51 27 65.38%
Wednesday Nov 8, 2017 81 37 44 45.67%
Thursday Nov 9, 2017 56 36 20 36.2%
Friday Nov 10, 2017 18 0 18 0%
Total Week 1 281 151 130 53.73%


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Agent Weekly Breakdown

Oct 31, 2017 to Nov 3, 2017
Agent Total Calls Answered Calls Abandoned Calls Resolved Cases
Jack Bao
Barry Rossen
Denis Boulet
Collin Bromfield
Rodney Carrigan
Nathan Grefe
Peter Hall
Dylan Lee
Mark Navarro
Gordon Waughan
Frank Wilkins
William Valencia
Michael Yacono

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


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