Difference between revisions of ":DNA BiWeekly Meeting Workbook"

(→‎Agent Weekly Breakdown)
(→‎Agent Weekly Breakdown)
 
(4 intermediate revisions by the same user not shown)
Line 136: Line 136:
 
====Agent Weekly Breakdown====
 
====Agent Weekly Breakdown====
  
−
{| class="wikitable"
+
{| class="wikitable sortable"
 
|+Nov 13, 2017 to Nov 17, 2017
 
|+Nov 13, 2017 to Nov 17, 2017
 
!|Agent
 
!|Agent
−
!|Total Calls
+
!|Resolved Case
−
!|Answered Calls
+
!|Cases Per Hour
−
!|Abandoned Calls
 
−
!|Resolved Cases
 
−
|-
 
−
|Jack Bao
 
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
 
|Barry Rossen
 
|Barry Rossen
−
|
+
|26
−
|
+
|0.65
−
|
 
−
|
 
 
|-
 
|-
 
|Denis Boulet
 
|Denis Boulet
−
|
+
|4
−
|
+
|0.1
−
|
 
−
|
 
 
|-
 
|-
 
|Collin Bromfield
 
|Collin Bromfield
−
|
+
|9
−
|
+
|0.225
−
|
 
−
|
 
 
|-
 
|-
 
|Rodney Carrigan
 
|Rodney Carrigan
−
|
+
|7
−
|
+
|0.46
−
|
 
−
|
 
 
|-
 
|-
 
|Nathan Grefe
 
|Nathan Grefe
−
|
+
|2
−
|
+
|0.2
−
|
 
−
|
 
 
|-
 
|-
 
|Peter Hall
 
|Peter Hall
−
|
+
|35
−
|
+
|0.87
−
|
 
−
|
 
 
|-
 
|-
 
|Dylan Lee
 
|Dylan Lee
−
|
+
|47
−
|
+
|1.175
−
|
 
−
|
 
 
|-
 
|-
 
|Mark Navarro
 
|Mark Navarro
−
|
+
|50
−
|
+
|1.25
−
|
 
−
|
 
 
|-
 
|-
 
|Gordon Waughan
 
|Gordon Waughan
−
|
+
|40
−
|
+
|1
−
|
 
−
|
 
 
|-
 
|-
 
|Frank Wilkins
 
|Frank Wilkins
−
|
+
|34
−
|
+
|0.75
−
|
 
−
|
 
 
|-
 
|-
 
|William Valencia
 
|William Valencia
−
|
+
|30
−
|
+
|0.75
−
|
 
−
|
 
 
|-
 
|-
 
|Michael Yacono
 
|Michael Yacono
−
|
+
|5
−
|
+
|0.125
−
|
 
−
|
 
−
|-
 
−
|}
 
−
 
 
−
====Lunch Schedule====
 
−
{| class="wikitable"
 
−
!|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
 
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
 
|}
 
|}
−
 
−
 
−
<pLines ymin=0 ymax=10 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,Group 1,Group 2,Group 3
 
−
6:00AM-7:00AM,2,2,1,5
 
−
7:00AM-8:00AM,2,2,1,5
 
−
8:00AM-9:00AM,2,2,2,6
 
−
9:00AM-10:00AM,4,2,2,8
 
−
10:00AM-11:00AM,4,3,2,9
 
−
11:00AM-12:00PM,2,3,2,7
 
−
12:00PM-1:00PM,3,2,2,7
 
−
1:00PM-2:00PM,2,4,2,8
 
−
2:00PM-3:00PM,3,3,1,7
 
−
3:00PM-4:00PM,2,2,1,5
 
−
4:00PM-5:00PM,1,2,0,3
 
−
</pLines>
 

Latest revision as of 16:21, 21 November 2017

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

pChart

Shoretel / Mitel

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

pChart

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%


pChart

Agent Weekly Breakdown

Nov 13, 2017 to Nov 17, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 26 0.65
Denis Boulet 4 0.1
Collin Bromfield 9 0.225
Rodney Carrigan 7 0.46
Nathan Grefe 2 0.2
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
Retrieved from "https://DahuaWiki.com/index.php?title=:DNA_BiWeekly_Meeting_Workbook&oldid=28797"