: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 | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 26 | 1.53 |
Denis Boulet | 4 | 0.1 |
Collin Bromfield | 9 | 0.225 |
Rodney Carrigan | 7 | 0.46 |
Nathan Grefe | 2 | 0.05 |
Peter Hall | 35 | 0.87 |
Dylan Lee | 47 | 1.175 |
Mark Navarro | 50 | 1.25 |
Gordon Waughan | 40 | 1 |
Frank Wilkins | 34 | 0.75 |
William Valencia | 30 | 0.75 |
Michael Yacono | 5 | 0.125 |