:DNA BiWeekly Meeting Workbook

Revision as of 16:22, 20 November 2017 by JP (talk | contribs) (Desk.com)

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

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Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 13-17
Total 28 100%
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 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%


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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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