Subject: Update 2014-08-07
From: Suneel Rawat <[email-masked]>
To: admin <[email-masked]>
Cc: Suneel Rawat <[email-masked]>
Date: Fri, 8 Aug 2014 06:05:17 +0530 (IST)

Update 2014-08-07
------------------
Today:
-Desk cases review, reassigning, guiding agents.
-Outlook and Skype installed with Akhil's help temporarily.
-Review of calls for evaluation of agents

Tomorrow:
-Review of calls for evaluation of agents
-prod info review (related with the calls being evaluated)
-Desk cases review
----------------------------------
- Web access required for Outlook, Skype, iSymphomy, Gmail(affiliatebeta), 
- Need web access also for preparations related to Training & QA activities, e.g. English practice exercises for Agents, benchmarking info, etc.

- Permission needed for Ashish to prepare:
    1. Consolidated Daily Reports of Agents 
    2. Graphical representation of KPI's available through FreePBX Reports.
----------------------------------

List of calls evaluated:

CASSY
028696303	6602	09:47:06
Korean agent required, transferred succesfully.

8479121607	6602	09:34:14
ID25066. Maintain comfortable speech pace. Don't speedup suddenly.

8183889300	6602	10:03:37
ID26830. Call disconnected in between.
-------------------------
JAY)
8183889300	6602	10:18:59
ID26830. Order 338655 Agent's voice Low. Irate customer. 

JADE/Maple
051945558	6602	14:30:23
Korean support requested, but not available. recording garbled.

088888165	6602	14:10:25
Recording did not play.

JAY
20129710	6602	09:33:58
Korean support requested, transfer successful.

James
2132000091	6602	12:27:44
ID 87494. Account suspended. Call disconnected while on hold.

JAY
2132179956	6602	11:19:35
Customer voice inaudible. 
-wrong expression: Could you louder your voice. 

 4 more calls for Korean support

JADE
3475870303	6602	16:23:31	
57569. Cancellation procedure explained.

Regards,
Suneel Rawat
Manager Quality Assurance
LSM