: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 |
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 |
