Subject: Inbox Performance report for December
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: E ganin <[email-masked]>, Subir Chakma <[email-masked]>, Tushar Raina <[email-masked]>, Ashok Katoch <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Thu, 3 Jan 2013 13:58:08 +0530 (IST)

Hello guys, 

See your December performance report. Compare your improvement over last month November. 

Chat length: No improvement for- 
1. Kevin 
2. Galvin 
3. Arnold 

CSAT: No improvement for- 
1. Kate 
2. Richard 

Consistently poor CSAT: 
1. Alan 

Abandoned Chats: 
Marginal improvement. Its good to see but more team effort needed. 

	December 2012 	

	
	
	November 2012 	

	

	

	Operator 	Chats Started 	Avg. Wait Time 	Max Wait Time 	Avg. Chat Length 	
	Operator 	Chats Started 	Avg. Wait Time 	Max Wait Time 	Avg. Chat Length 	

	

	Shirley 	143 	0:00:32 	0:15:19 	0:07:17 	
	Subir 	1 	0:02:02 	0:02:02 	0:08:33 	

	

	Richard 	1088 	0:00:20 	0:05:59 	0:07:31 	
	Shirley 	387 	0:00:28 	0:06:49 	0:07:33 	

	

	Ralph 	440 	0:00:27 	0:11:34 	0:08:03 	
	Sarah 	994 	0:00:21 	0:08:51 	0:10:02 	

	

	Kevin 	714 	0:00:24 	0:09:35 	0:11:27 	
	Richard 	1355 	0:00:24 	0:07:18 	0:07:18 	

	

	Kate 	1146 	0:00:12 	0:06:40 	0:08:35 	
	Ralph 	668 	0:00:31 	0:07:26 	0:08:03 	

	

	Galvin 	1244 	0:00:20 	0:10:10 	0:09:53 	
	Kevin 	788 	0:00:19 	0:06:09 	0:10:47 	

	

	Austin 	1 	0:03:35 	0:03:35 	0:05:59 	
	Kate 	1031 	0:00:16 	0:08:44 	0:09:16 	

	

	Ashleigh 	27 	0:01:00 	0:06:19 	0:09:31 	
	Galvin 	941 	0:00:16 	0:11:20 	0:08:57 	

	

	Arnold 	931 	0:00:20 	0:08:18 	0:11:43 	
	Austin 	17 	0:01:00 	0:03:03 	0:05:57 	

	

	Alan 	507 	0:00:20 	0:05:32 	0:08:36 	
	Ashleigh 	194 	0:00:36 	0:09:07 	0:09:46 	

	

	Total 	6241 	0:00:20 	0:15:19 	0:09:23 	
	Arnold 	15 	0:01:28 	0:06:06 	0:11:41 	

	

	

	
	
	Alan 	699 	0:00:27 	0:09:22 	0:09:12 	

	

	

	
	
	Total 	7090 	0:00:23 	0:11:20 	0:08:56 	

	

	

	

	

	

	

	

	

	

	

	

	

	

	

	

	

	December 2012 	

	

	
	November 2012 	

	

	Operator 	1 Not Satisfied 	2 Somewhat Satisfied 	3 Satisfied 	4 Very Satisfied 	Total 	CSAT % 	
	Operator 	1 Not Satisfied 	2 Somewhat Satisfied 	3 Satisfied 	4 Very Satisfied 	Total 	CSAT % 
	Kate 	60 	36 	64 	113 	273 	64.84 	
	Sarah 	53 	39 	57 	120 	269 	65.80 
	Galvin 	53 	31 	80 	182 	346 	75.72 	
	Richard 	50 	32 	51 	167 	300 	72.67 
	Richard 	48 	25 	46 	108 	227 	67.84 	
	Kate 	47 	19 	41 	125 	232 	71.55 
	Kevin 	31 	24 	33 	84 	172 	68.02 	
	Kevin 	45 	26 	40 	83 	194 	63.40 
	Arnold 	31 	22 	45 	104 	202 	73.76 	
	Galvin 	44 	29 	41 	139 	253 	71.15 
	Alan 	21 	12 	11 	46 	90 	63.33 	
	Alan 	39 	20 	37 	49 	145 	59.31 
	Ralph 	13 	10 	25 	61 	109 	78.90 	
	Ralph 	24 	14 	29 	101 	168 	77.38 
	Shirley 	5 	4 	6 	19 	34 	73.53 	
	Shirley 	14 	7 	16 	33 	70 	70.00 
	Ashleigh 	1 	1 	1 	2 	5 	60.00 	
	Ashleigh 	9 	7 	11 	24 	51 	68.63 
	Total 	263 	165 	311 	719 	1458 	70.64 	
	Subir 	0 	0 	1 	0 	1 	100.00 

	

	

	Austin 	0 	1 	0 	2 	3 	66.67 

	

	

	Arnold 	0 	0 	0 	2 	2 	100.00 

	

	

	Total 	325 	194 	324 	845 	1688 	69.25 

	

	

	

	

	

	

	

	

	

	

	December 2012 	

	
	November 2012 	

	

	

	Day 	Chat Requests 	Chats Started 	Abandoned Chats 	
	Day 	Chat Requests 	Chats Started 	Abandoned Chats 	

	

	12/01/12 	231 	226 	5 	
	11/01/12 	259 	251 	8 	

	

	12/02/12 	218 	214 	4 	
	11/02/12 	238 	235 	3 	

	

	12/03/12 	227 	224 	3 	
	11/03/12 	214 	212 	2 	

	

	12/04/12 	292 	285 	7 	
	11/04/12 	240 	229 	11 	

	

	12/05/12 	263 	263 	0 	
	11/05/12 	234 	231 	3 	

	

	12/06/12 	230 	225 	5 	
	11/06/12 	316 	309 	7 	

	

	12/07/12 	237 	235 	2 	
	11/07/12 	267 	266 	1 	

	

	12/08/12 	203 	202 	1 	
	11/08/12 	277 	271 	6 	

	

	12/09/12 	209 	207 	2 	
	11/09/12 	273 	269 	4 	

	

	12/10/12 	210 	208 	2 	
	11/10/12 	260 	255 	5 	

	

	12/11/12 	236 	226 	10 	
	11/11/12 	209 	204 	5 	

	

	12/12/12 	251 	242 	9 	
	11/12/12 	217 	214 	3 	

	

	12/13/12 	234 	231 	3 	
	11/13/12 	282 	275 	7 	

	

	12/14/12 	214 	212 	2 	
	11/14/12 	278 	266 	12 	

	

	12/15/12 	176 	171 	5 	
	11/15/12 	289 	284 	5 	

	

	12/16/12 	163 	162 	1 	
	11/16/12 	248 	246 	2 	

	

	12/17/12 	188 	183 	5 	
	11/17/12 	208 	206 	2 	

	

	12/18/12 	237 	232 	5 	
	11/18/12 	187 	183 	4 	

	

	12/19/12 	200 	199 	1 	
	11/19/12 	238 	236 	2 	

	

	12/20/12 	188 	186 	2 	
	11/20/12 	259 	256 	3 	

	

	12/21/12 	179 	174 	5 	
	11/21/12 	226 	220 	6 	

	

	12/22/12 	164 	161 	3 	
	11/22/12 	186 	182 	4 	

	

	12/23/12 	139 	138 	1 	
	11/23/12 	140 	137 	3 	

	

	12/24/12 	151 	150 	1 	
	11/24/12 	220 	214 	6 	

	

	12/25/12 	84 	84 	0 	
	11/25/12 	210 	206 	4 	

	

	12/26/12 	156 	155 	1 	
	11/26/12 	229 	217 	12 	

	

	12/27/12 	235 	232 	3 	
	11/27/12 	261 	258 	3 	

	

	12/28/12 	236 	231 	5 	
	11/28/12 	271 	269 	2 	

	

	12/29/12 	227 	223 	4 	
	11/29/12 	262 	257 	5 	

	

	12/30/12 	176 	176 	0 	
	11/30/12 	265 	261 	4 	

	

	12/31/12 	200 	199 	1 	
	Total 	7263 	7119 	144 (1.98%) 	

	

	Total 	6354 	6256 	98 (1.54%) 	

	

	

	

Rgds Subir