Subject: CSAT Report-IBD
From: Pritish Nandi <[email-masked]>
To: "Khan, Musahib" <[email-masked]>, "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Mayank k . arora" <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, Intekhab Alam <[email-masked]>
Date: Mon, 11 Jan 2016 23:39:39 +0530 (IST)

Guys, 

Anybody less than 80% CSat needs to improve Immediately. And good job done by Sona :) 

FYI 
Need to review anyone who has a 80% or lower Satisfaction score to bring those up – 
Congratulations and Kudos to Sona K Chakma who has a 92% satisfaction rating!! 
Susan Ramaswamy 
Director of Member Services 
[email-masked] 
Office (651-)289-0746 
InboxDollars|SendEarnings|DailyRewards|InboxPounds 
Named to Fastest Growing Private Companies in America List 2008-2013 
From: [email-masked] [mailto:[email-masked]] 
Sent: Sunday, January 10, 2016 6:31 PM 
To: Susan Ramaswamy 
Subject: [Zopim] Weekly Email Report for 9th January, 2016 (UTC+00:00) 

	

		
Weekly Analytics Report 

3rd January to 9th January, 2016 (UTC+00:00) 

This Weekly Analytics Report is for [email-masked] . Only admins of your Zopim account will receive this report. To change your account status, please log into the dashboard . 

View Analytics 
To gain more insight into your overall chat and agent activity, view Analytics from the Zopim Dashboard. 

Summary 
	
This Week 
	
Last Week 

Page Views 
	
92,119 
	
85,249 

Total Visits 
	
35,706 
	
32,283 

Unique Visitors 
	
19,953 
	
17,443 

Total Chats 
	
3,451 
	
3,093 

Offline Messages 
	
0 
	
0 
		
Service Level 
	
This Week 
	
Last Week 

Avg Wait Time (Served) 
	
56s 
	
49s 

Avg Resp. Time 
	
54s 
	
49s 

Avg Chat Duration 
	
8m 38s 
	
8m 20s 

Chats Completed 
	
2,752 
	
2,542 

Chats Dropped 
	
397 
	
348 

Chats Missed 
	
297 
	
201 

Satisfaction 
	
86.1% 
	
84.8% 

Visitor-initiated Chats 
■ 2,749 Completed ■ 397 Dropped ■ 297 Missed 

Agent-initiated Chats 
■ 1 Completed ■ 0 Dropped ■ 5 Unresponsive 

Trigger-initiated Chats 
■ 2 Completed ■ 0 Dropped ■ 0 Missed 

Agent Leaderboard 
# 
	
Agent 
	
Chats 
	
Completed(%) 
	
Satisfaction 
	
Wait Time (Served) 
	
Response Time 
	
Duration 

1 
	
Joydeep Mondal 
	
771 
	
675 (87.5%) 
	
85.4% 
	
58s 
	
57s 
	
9m 57s 

2 
	
Mayank Kumar Arora 
	
730 
	
650 (89.0%) 
	
83.5% 
	
51s 
	
52s 
	
9m 30s 

3 
	
Anjit Thakur 
	
727 
	
641 (88.2%) 
	
87.5% 
	
54s 
	
52s 
	
9m 50s 

4 
	
Test Test 
	
657 
	
567 (86.3%) 
	
85.5% 
	
48s 
	
50s 
	
9m 37s 

5 
	
Sona K Chakma 
	
254 
	
216 (85.0%) 
	
92.6% 
	
1m 17s 
	
56s 
	
10m 48s 

6 
	
Pritish Nandi 
	
75 
	
63 (84.0%) 
	
80.8% 
	
1m 44s 
	
1m 19s 
	
11m 27s 

7 
	
Surajit Bhadra 
	
16 
	
14 (87.5%) 
	
75.0% 
	
55s 
	
42s 
	
6m 18s 

8 
	
Susan Ramaswamy 
	
2 
	
2 (100.0%) 
	
- 
	
1m 37s 
	
1m 22s 
	
6m 12s 

9 
	
Andy Alsdurf 
	
0 
	
0 (-) 
	
- 
	
- 
	
- 
	
- 

For more details, take a look at our Analytics documentation . 

	

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R egards, 
Pritish Nandi