Subject: GE Weekly 25th - 31st March
From: "E. Ganin" <[email-masked]>
To: Anuj Kumar <[email-masked]>, romesh singh <[email-masked]>, Ravish kumar <[email-masked]>, M ramananda <[email-masked]>, krishna tiwari <[email-masked]>, Ankit Bhardwaj <[email-masked]>, vikas Adhikari <[email-masked]>, Girish Kumar <[email-masked]>, Ashish Niyoliya <[email-masked]>, "amar kumar. chaudhary" <[email-masked]>
Cc: Akhil P Walia <[email-masked]>, subir <[email-masked]>
Date: Mon, 1 Apr 2013 18:27:14 +0530 (IST)

Hi Team, 

Please see below, we need to work more on our CSAT, it declined again since last week 

	Chat Survey 	

	

	Operator 	Average 	Excellent 	Good 	Poor 	Total Recorded 	CSAT 
	Rafael 	5 	20 	5 	9 	39 	64% 
	Kurt 	3 	14 	5 	3 	25 	76% 
	Kevin 	3 	7 	2 	6 	18 	50% 
	Victor 	2 	9 	4 	2 	17 	76% 
	Ralph 	1 	10 	3 	0 	14 	93% 
	Gareth 	1 	7 	2 	1 	11 	82% 
	Anthony 	1 	6 	4 	0 	11 	91% 
	Alan 	1 	5 	2 	4 	12 	58% 
	James 	0 	4 	1 	0 	5 	100% 
	Akhil 	0 	1 	3 	2 	6 	67% 
	Total 	17 	83 	31 	27 	158 	72% 

	

	

	

	

	

	Chat Volume 	

	

	Operator 	Chats Started 	Avg. Wait Time 	Max Wait Time 	Avg. Chat Length 	Avg. Wrap Up Time 	Avg. Handle Time 
	Victor 	135 	0:00:41 	0:07:32 	0:07:20 	0:00:41 	0:08:01 
	Ralph 	105 	0:00:23 	0:10:08 	0:05:41 	0:01:42 	0:07:24 
	Rafael 	302 	0:00:33 	0:06:31 	0:05:38 	0:02:53 	0:08:31 
	Kurt 	202 	0:00:22 	0:04:10 	0:05:36 	0:01:16 	0:06:52 
	Kevin 	180 	0:00:50 	0:06:26 	0:07:40 	0:08:04 	0:15:42 
	James 	68 	0:00:19 	0:03:51 	0:06:55 	0:12:13 	0:19:09 
	Gareth 	103 	0:00:35 	0:04:21 	0:06:48 	0:00:25 	0:07:14 
	Anthony 	77 	0:00:09 	0:00:53 	0:05:17 	0:01:21 	0:06:38 
	Alan 	138 	0:00:23 	0:03:36 	0:06:42 	0:15:14 	0:21:49 
	Akhil 	33 	0:00:35 	0:02:27 	0:06:49 	0:13:11 	0:14:25 
	Total 	1343 	0:00:31 	0:10:08 	0:06:21 	0:04:38 	0:10:56 

	

	

	

	

	

	Abandoned Chats 	

	

	Day 	Chat Requests 	Chats Started 	Abandoned Chats 	Avg. Wait Time 	Avg. Wait Time to Abandoned 	Max Wait Time 
	03/25/13 	177 	160 	17 	0:00:42 	0:01:06 	0:06:33 
	03/26/13 	283 	265 	18 	0:00:31 	0:01:10 	0:04:14 
	03/27/13 	244 	227 	17 	0:00:31 	0:01:18 	0:07:32 
	03/28/13 	268 	245 	23 	0:00:27 	0:01:06 	0:04:09 
	03/29/13 	207 	195 	12 	0:00:32 	0:01:39 	0:10:08 
	03/30/13 	149 	142 	7 	0:00:31 	0:01:32 	0:04:41 
	03/31/13 	66 	66 	0 	0:00:16 	0:00:00 	0:02:14 
	04/01/13 	44 	43 	1 	0:00:19 	0:00:46 	0:04:12 
	Total 	1438 	1343 	95 	0:00:31 	0:01:15 	0:10:08 

with regards, 
Ganin