:DNA BiWeekly Meeting Workbook

Revision as of 16:56, 20 November 2017 by JP (talk | contribs) (Weekly Breakdown)

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

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Shoretel / Mitel

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

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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%


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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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