Subject: Update 2014-07-04
From: Suneel Rawat <[email-masked]>
To: admin <[email-masked]>
Cc: Suneel Rawat <[email-masked]>
Date: Tue, 5 Aug 2014 06:00:02 +0530 (IST)

Update 2014-07-04
------------------
Today:
-Review of calls for evaluation of agents Debonaire, Divi, Ana, Cassandra.
-prod info review (related with the calls being evaluated)
-Cross checking and confirming defined processing/response time for various Zhunrize processes-working on it.
-Call Quality Monitoring Form - Sample being sent as an attachment for your reference.

Tomorrow:
-Review of calls for evaluation of agents Debonaire, Divi, Cassandra.
-prod info review (related with the calls being evaluated)
-Cross checking and confirming defined processing/response time for various Zhunrize processes-working on it.

iSymphony Link for firewall permission:
http://docs.getisymphony.com/display/ISYM22/iSymphony+User%27s+Guide   (Freepbx management interface)

List of Calls reviewed:
---------------------
DEREK (Debonaire)

1] 5169966337	6602	09:36:51
Absolutely inaudible.
Transfer to Spanish support not succesful. Agent not available.
2] 5672559999	6602	09:47:35	
Inaudible start. Not following script at all.
Too informal with clients.(hold on, let me get somebody).
Korean support required, transfer successful.
3] 827046559590	6602	10:02:37
Korean support not successful. Same problem as above.
4] 7575916001	6602	10:28:13

Conveyed to strictly follow the script. and that his calls are being audited.

5] 6266652685	6602	12:32:14	
Mandarin support required. Not available. But script utilization started.
6]  085513778	6602	12:49:08
Korean support requested. Transfer not done.
7] 4044097013	6602	13:21:00	
Korean support requested. Transfer unsuccessful.
8] 9175451830	6602	14:01:07
Margarita-cust has poor English level. Money not reflecting in Propay card 
Should first ask and open account, rather than discussing the complete issue for 4 minutes without results.
9] 6193926664	6602	14:28:57	
ID 63891. Customer's voice barely audible-Account suspended. Issue escalated.
>Don't use words like 'Anyway', 'you know' too much. Repetition of words/part sentence many times together should be avoided. Don't forget the closing script.

--------------------------------------------------
DIVI
10)  9312473613	6602	09:04:21	
ID 44776. 99717 hosting fee issue. Promised to call back with information. Name change: directed to send email.
11)  821037393652	6602	10:07:58
Korean support requested. line disconnected while on hold.
12)  821034501270	6602	10:20:58
Korean support requested. line disconnected while on hold.
13)  821034501270	6602	10:45:04
Korean support requested, but not available.
14)  760	6602	10:55:24
Korean support requested, not available.
15)  22674043	6602	11:40:17
Korean support requested, not available initially. Transferred later.
Total 3 calls received from this number.
16)  5672559999	6602	12:02:08
Korean support requested, Transferred successfully.
Total  26 calls received from this number today.
17)  4045938151	6602	13:08:12	
Almost inaudible customer voice. Case escalated, promised response by email as soon as results come.
 
----------------------------------------
ANA
3122283925	6602	10:13:48	
18)  Korean support, not available. some speech Too fast for Korean person to understand
19)  6469820093	6602	10:28:51
Korean support requested.
23)  760	6602	11:06:38
Korean support. Recording garbled.
Total 7 calls from this number.
 24)  3106166904	6602	11:18:24
Propay payment receipt issue. Customer requested to check his bank/propay accounts and call back in case of discrepency.
25) 6782452496	6602	12:02:17	
ID 29993. calling almost daily, commissions not credited to her account. Ticket created.
26)  7865209962	6602	15:24:29
Spanish support requested, but not available. Agent tries to help customer, to reset Zcash pin. Escalated, promise to call back.

-----------------------------------------
CASSANDRA
27)  6785108828	6602	15:28:59	
ID 42991. hosting fee not credited. account suspended. Created Ticket for escalation.
28)  2148389956	6602	15:44:56
Korean support requested, transfered.
Total 4 calls from this number.
29) 2063483638	6602	16:38:02
Korean support, not available.
2 calls from this number.
30)  821048907939	6602	16:34:48
No customer response.
31)  6044752187	6602	16:58:42
Korean support requested, not avaialable.
2 calls from this number.

Regards,
Suneel Rawat
Manager Quality Assurance
LSM