:DNA BiWeekly Meeting Workbook
Contents
Inbound Call Volume
November 13, 2017 to November 17, 2017
Desk.com
| 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 |
Shoretel / Mitel
| Total | 289 | 100% |
| Answered | 156 | 54% |
| Unanswered | 133 | 56% |
Weekly Breakdown
| Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
|---|---|---|---|---|---|
| Monday | Nov 13, 2017 | 48 | 27 | 21 | 56.25% |
| Tuesday | Nov 14, 2017 | 78 | 51 | 27 | 65.38% |
| Wednesday | Nov 15, 2017 | 81 | 37 | 44 | 45.67% |
| Thursday | Nov 16, 2017 | 56 | 36 | 20 | 36.2% |
| Friday | Nov 17, 2017 | 18 | 0 | 18 | 0% |
| Total | Week 1 | 281 | 151 | 130 | 53.73% |
Agent Weekly Breakdown
| 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 |
