Difference between revisions of ":DNA BiWeekly Meeting Workbook"
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==Inbound Call Volume== | ==Inbound Call Volume== | ||
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====Desk.com==== | ====Desk.com==== | ||
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|+Inbound Calls-866.606.1590 | |+Inbound Calls-866.606.1590 | ||
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| − | |+Nov | + | |+Nov 13-17 |
|- | |- | ||
|Total | |Total | ||
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|- | |- | ||
|Monday | |Monday | ||
| − | |Nov | + | |Nov 13, 2017 |
|48 | |48 | ||
|27 | |27 | ||
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|- | |- | ||
|Tuesday | |Tuesday | ||
| − | |Nov | + | |Nov 14, 2017 |
|78 | |78 | ||
|51 | |51 | ||
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|- | |- | ||
|Wednesday | |Wednesday | ||
| − | |Nov | + | |Nov 15, 2017 |
|81 | |81 | ||
|37 | |37 | ||
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|- | |- | ||
|Thursday | |Thursday | ||
| − | |Nov | + | |Nov 16, 2017 |
|56 | |56 | ||
|36 | |36 | ||
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|- | |- | ||
|Friday | |Friday | ||
| − | |Nov | + | |Nov 17, 2017 |
|18 | |18 | ||
|0 | |0 | ||
Revision as of 16:17, 20 November 2017
Contents
Inbound Call Volume
November 13, 2017 to November 17, 2017
Desk.com
| Day of Week | Created Cases | Resolved Cases |
| Monday | 50 | 46 |
| Tuesday | 60 | 61 |
| Wednesday | 56 | 53 |
| Thursday | 42 | 36 |
| Friday | 8 | 9 |
| Total | 216 | 205 |
Shoretel / Mitel
| Total | 289 | 100% |
| Answered | 156 | 54% |
| Unanswered | 133 | 56% |
Weekly Breakdown
| 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% |
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 |
