Digital
What is the link to the digital registrations in SFDC from TIG only?
What is the shortcut to the KPI Team View in TABLEAU?
Go/WAK
How many Stale Orders does Teffa's team had during May?
381 Stale Orders from May
What is the AHT formula?
(Talk + Hold + ACW Time)/Calls
What is the relation between
48% 146/299
Modify the report on Go/TestDigital to show the Paperless conversion count. Save it separately with your teams name and let us know how many paperless we had on May 27th.
1. Go/TestDigital
2. Customize
3. Look for "Paperless" as your word key using the search-bar on the left of the screen
4. Drag the folder to the Raw Data
5. Click "Save As" and add you name
6. click "Run Report", download and create a pivot.
What is our site's average in Capture Email for May? Whose agents show the lowest and highest rate?
84.88%
Jose figueroa 44%
Josseline/Mario 100%
Cristopher Marin 98%
How many surveys were created from TIG during May?
Who's the lowest survey generator (TL and Agent)?
How many surveys were sent from TIG to invalid emails (declined/internal/noemail?
TIG 10411
Nuria 1401 & Marin 63
224
What is our salary base for:
Care
Assure
Ho much money (Production+Compliance) is Brian Orellana paying their agents this month?
Care: $5200
Assure: $5700
Brian's Payout Q14,420.34
Which OR shows the highest revenue generated on "monthly charges" only during march 2019 (TIG), who's agent processed it and was it a valid sale?
1. OR-00273864
2. Diana Bolaos Orellana
3. Not a valid sale, processed a change on rates as a new service order.
Is this case 06439082 related to a successful or unsuccessful registration?
Is it valid? Why?
Successful, but the registration is invalid. Client never logged into Bill Analyzer.
x214578 Shows a great performance on Case Quality (99.55% on 2019) according to TABLEAU, which section is his lowest average according to TABLEAU's history.
Subject: not reaching the 10 characters needed.
Who's this weeks top seller from TIG? what was the revenue tracked?
Amelia de la Cruz $570
Download an Adherence report from June 5th for Alba Rivera through IEX, what is the adherence according to the report? Any flags?
88.83% She stayed after her shift ended which affected her adherence.
Agent 176251 shows a low average on email capture for the last 6 months
1. Which month was the lowest?
2. On June 3rd she had 4 cases with an invalid email, using the data from TABLEAU, which cases had an OR attached? (provide the case and OR number)
1 June 60%
2 OR-00305922 - 6644181
What was our percentage of documented Digital Cases on May 8th. (Hint: you need to use an OROC report)
573 Digital Cases /1114 Cases = 51%
Sum all cases using OROC Drive from May
Download registrations from that day report and count of registrations.
Registrations/OROC= Documentation Rate
Use the Go/TIGFribre report in TABLEAU and based on the migrations loads, how much SIP Bonus should Andrea's team get?
2. Who has the highest number of migrations within her team?
2. Juan Ramirez = 6 Migrations
Who's the agent with the highest amount of BARs approved and closed during May? How much credit did she applied in total?
Paola Pinto, 5 BARs approved and $2972.77
Using IEX download a Queue Utilization report from June 4th showing the average AHT for the MU 270.
What is our average for that day?
Which queue had the highest AHT that day?
What is the AHT for the Chat queue?
1. 1068
2. BConn 2125
3. Chat 1338
Why x199174' RIR:1.24% and FCR:96.27% (April) doesn't add up to 100%, where is the 2.49% missing?
How many cases do we have for changed owner, call activities and repeat cases overall?
1. RIR tracks if there was a case created within 5 business days from ours while FCR tracks the RIR + Owner closing case + Call Log Activities.
2. 5902726 (Changed Owner)
5963992, 5954980, 6059319 (Call Activities)
6092021, 5943253 (Repeat Case)
How many registrations had our "Chat" LOB on May 14th?
7 registrations form Chat on May 14th
How many cases (May) does x187276 show as evaluated on Case Quality in TABLEAU and how many cases do we have on OROC for him? is there a difference? if so, determine why?
1. 146 TABLEAU - 299 OROC
2. Yes, there is a difference
3. Case Quality evaluates FrontLine only.
What does "Orders 'not submitted' with Future Booking" mean? and how many does the Sales team have (May)? What are your takeaways form the data?
1. Orders who were never completed but had a booked reservation.
2. Sales team has 9 for May
3. Andrea Santos is the offender with 7 orders and multiple bookings with one OR.
What is our total use of Aux 0, Aux 2 and Aux 1 from May? Who are the offenders for each?
What is the average use of Aux 3 for the chat team?
Aux 0: 36:16 - Andrea Santos 1:26
Aux 1: 159:46 - Josselyn de Leoin 4:16
Aux 2: 57:21- Amelia de la Cruz 3:07
Chat: 66:19 Hrs or 6.5 hrs per agent.
How many cases do we have as repeat calls under "Charles Ibasco" for our site during May?
Who is the offender?
Why this happens?
15 Cases with repeat on Charles Ibasco.
5/15 Jose Figueroa and Ana Villalovs
Cases are created as FrontLine