Subject: Inbox CSAT + abandoned chats
From: Subir Chakma <[email-masked]>
To: Sumit Kumar <[email-masked]>, Girish Kumar <[email-masked]>, "G. Krishna Chandra" <[email-masked]>, Khargeswar Solowan <[email-masked]>, Subhash Kumar <[email-masked]>, prakash tiwari <[email-masked]>, romesh singh <[email-masked]>, M ramananda <[email-masked]>, Ankit Abrol <[email-masked]>
Cc: "Akhil P. Walia" <[email-masked]>, Tushar Raina <[email-masked]>, Ashok Katoch <[email-masked]>
Date: Sun, 30 Dec 2012 05:15:12 +0530 (IST)

Hello Guys, 

We had 9 chats abandoned in last two days. Pls keep a check. 
You will know the time when it happened and who was in shift from below chart. 

	12/28/2012 	

	
	
	12/29/2012 	

	

	Hour 	Chat Requests 	Chats Started 	Abandoned Chats 	Avg. Chat Length 	
	Hour 	Chat Requests 	Chats Started 	Abandoned Chats 	Avg. Chat Length 
	12:00:00 AM 	14 	14 	0 	0:13:37 	
	12:00:00 AM 	22 	21 	1 	0:07:30 
	1:00:00 AM 	13 	12 	1 	0:09:32 	
	1:00:00 AM 	18 	17 	1 	0:09:36 
	2:00:00 AM 	9 	9 	0 	0:09:18 	
	2:00:00 AM 	19 	19 	0 	0:07:26 
	3:00:00 AM 	13 	13 	0 	0:12:38 	
	3:00:00 AM 	19 	19 	0 	0:08:32 
	4:00:00 AM 	17 	17 	0 	0:10:14 	
	4:00:00 AM 	11 	11 	0 	0:08:47 
	5:00:00 AM 	13 	13 	0 	0:09:20 	
	5:00:00 AM 	21 	19 	2 	0:05:08 
	6:00:00 AM 	11 	11 	0 	0:05:31 	
	6:00:00 AM 	8 	8 	0 	0:05:07 
	7:00:00 AM 	10 	10 	0 	0:16:52 	
	7:00:00 AM 	8 	8 	0 	0:14:32 
	8:00:00 AM 	9 	9 	0 	0:10:16 	
	8:00:00 AM 	7 	7 	0 	0:17:29 
	9:00:00 AM 	4 	4 	0 	0:09:44 	
	9:00:00 AM 	9 	9 	0 	0:13:38 
	10:00:00 AM 	7 	7 	0 	0:12:28 	
	10:00:00 AM 	4 	4 	0 	0:11:19 
	11:00:00 AM 	5 	5 	0 	0:21:06 	
	11:00:00 AM 	3 	3 	0 	0:07:25 
	12:00:00 PM 	9 	9 	0 	0:11:37 	
	12:00:00 PM 	5 	5 	0 	0:12:16 
	1:00:00 PM 	3 	3 	0 	0:11:12 	
	1:00:00 PM 	4 	4 	0 	0:04:58 
	2:00:00 PM 	7 	6 	1 	0:05:11 	
	2:00:00 PM 	8 	8 	0 	0:05:57 
	3:00:00 PM 	4 	4 	0 	0:19:14 	
	3:00:00 PM 	3 	3 	0 	0:10:16 
	4:00:00 PM 	3 	3 	0 	0:10:18 	
	4:00:00 PM 	0 	0 	0 	0:00:00 
	5:00:00 PM 	4 	4 	0 	0:19:28 	
	5:00:00 PM 	2 	2 	0 	0:04:53 
	6:00:00 PM 	9 	9 	0 	0:10:43 	
	6:00:00 PM 	5 	5 	0 	0:06:31 
	7:00:00 PM 	14 	14 	0 	0:07:50 	
	7:00:00 PM 	4 	4 	0 	0:10:38 
	8:00:00 PM 	5 	5 	0 	0:12:12 	
	8:00:00 PM 	8 	8 	0 	0:04:08 
	9:00:00 PM 	12 	12 	0 	0:11:50 	
	9:00:00 PM 	6 	6 	0 	0:13:41 
	10:00:00 PM 	20 	19 	1 	0:08:29 	
	10:00:00 PM 	0 	0 	0 	0:00:00 
	11:00:00 PM 	14 	12 	2 	0:06:39 	
	Total 	194 	190 	4 	0:08:40 
	Total 	229 	224 	5 	0:10:45 	

	

- CSAT for period Dec18-28th. 
Much below then I expected. Some DSAT has been earned for which feedback will be shared. We must improve on this. 

	

	

	

	Operator 	Not Satisfied 	Somewhat Satisfied 	Satisfied 	Very Satisfied 	Total 	CSAT% 
	Kate 	23 	25 	26 	57 	131 	63 
	Richard 	15 	7 	12 	41 	75 	71 
	Arnold 	11 	4 	15 	25 	55 	73 
	Kevin 	10 	5 	12 	23 	50 	70 
	Galvin 	10 	9 	12 	39 	70 	73 
	Alan 	10 	7 	4 	23 	44 	61 
	Ralph 	3 	4 	8 	19 	34 	79 
	Total 	83 	62 	89 	232 	466 	69 

Rgds Subir