Subject: PKR Weekly Report 18th - 24th March
From: "E. Ganin" <[email-masked]>
To: Binod Joshi <[email-masked]>, romesh singh <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Trisha Perez <[email-masked]>, Ravish kumar <[email-masked]>, M ramananda <[email-masked]>, Esther Manabit <[email-masked]>, Ariel Timosa <[email-masked]>, Ankit Abrol <[email-masked]>, Abhinav Seth <[email-masked]>
Cc: Akhil P Walia <[email-masked]>, Subir Chakma <[email-masked]>
Date: Tue, 26 Mar 2013 21:19:14 +0530 (IST)

Hi Team 

Please see below, there has been a lot of declined in quality from last week and I have also provided you relevant feedback on this. 

We all need to work on our weak areas and strive to improve a lot. Please feel free to SHOUT if you have any doubts 

	

	

	

	Chat Volume 	

	

	

	Operator 	Email Resolved 	Chats Started 	Avg. Wait Time 	Max Wait Time 	Avg. Chat Length 	Avg. Wrap Up Time 	Avg. Handle Time 	Avg. Contact Time 
	IReal-Trisha 	10 	324 	0:00:16 	0:09:52 	0:08:32 	0:20:35 	0:27:31 	0:09:13 
	IReal-Rizza 	1 	112 	0:00:13 	0:03:49 	0:14:45 	0:04:44 	0:19:22 	0:15:23 
	IReal-Ralph 	43 	258 	0:00:13 	0:05:11 	0:10:06 	0:01:38 	0:11:43 	0:10:43 
	IReal-Rafael 	2 	291 	0:00:17 	0:08:38 	0:11:37 	0:10:38 	0:21:51 	0:12:06 
	IReal-Gareth 	3 	126 	0:00:31 	0:06:49 	0:10:12 	0:04:32 	0:14:40 	0:10:58 
	IReal-Esther 	0 	61 	0:00:02 	0:00:07 	0:13:51 	0:18:32 	0:30:17 	0:14:25 
	IReal-Ariel 	0 	83 	0:00:14 	0:02:46 	0:17:35 	0:01:25 	0:18:59 	0:18:19 
	IReal-Alan 	0 	266 	0:00:21 	0:06:34 	0:12:06 	0:22:49 	0:34:04 	0:12:49 
	IReal-Abby 	18 	296 	0:00:21 	0:09:03 	0:11:12 	0:01:28 	0:12:38 	0:11:49 
	Total 	77 	1817 	0:00:18 	0:09:52 	0:11:18 	0:10:19 	0:21:13 	0:11:56 

	

	

	

	Chat Survey 	

	

	

	Operator 	Excellent 	Fair 	Good 	Poor 	Very Good 	Total Recorded 	CSAT (%) 	

	IReal-Ralph 	12 	2 	1 	0 	4 	19 	89 	

	IReal-Trisha 	9 	2 	2 	2 	4 	19 	79 	

	IReal-Rafael 	9 	0 	1 	1 	2 	13 	92 	

	IReal-Abby 	9 	1 	2 	1 	2 	15 	87 	

	IReal-Gareth 	6 	0 	1 	1 	1 	9 	89 	

	IReal-Rizza 	5 	1 	0 	1 	0 	7 	71 	

	IReal-Alan 	4 	0 	2 	6 	3 	15 	60 	

	IReal-Ariel 	3 	1 	1 	1 	3 	9 	78 	

	IReal-Esther 	2 	0 	1 	1 	0 	4 	75 	

	Total 	59 	7 	11 	14 	19 	110 	81 	

with regards, 
Ganin