: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 | 91 | 67 |
Tuesday | 53 | 56 |
Wednesday | 65 | 57 |
Thursday | 82 | 64 |
Friday | 47 | 51 |
Total | 338 | 295 |
Shoretel / Mitel
Total | 389 | 100% |
Answered | 216 | 55.5% |
Unanswered | 173 | 44.4% |
Weekly Breakdown
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% |
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 |