Subject: Blx report - URGENT & IMP
From: Subir Chakma <[email-masked]>
To: Laakshi Chadha <[email-masked]>, Amandeep Jangra <[email-masked]>, "John Yohjan. Park" <[email-masked]>, Roshan Joseph <[email-masked]>, krishna tiwari <[email-masked]>, "Nathalie Ann. Retiza" <[email-masked]>, Bhumica Chawla <[email-masked]>, Abhineet Khorana <[email-masked]>, Pratity Gogoi <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Ibrahim Usmani <[email-masked]>,
Date: Thu, 28 Nov 2013 15:59:38 +0530 (IST)

Dear All, 

Please look at the report below. Please justify all the Red and orange cells 

Delayed average response time of about 1 minute for Aejaz, Roshan and Hasan and Kaeiara. Must come down to about 15 – 20 seconds for everyone. 
Also Chat Length has come down drastically. Acceptable chat length is 8 mins. 

Saurabh 

	Agent 	Taken (Email) 	Taken (Chat) 	Total 	Avg Wait Time 	Max wait time 	Avg. Chat Length 	Avg.Response Time 	Yes 	No 	C-Sat 
	Abhineet Khorana 	46 	27 	73 	0:00:04 	0:00:31 	0:16:12 	0:00:45 	6 	2 	75% 
	Aejazuddin Zafar 	12 	34 	46 	0:00:24 	0:04:32 	0:17:36 	0:00:53 	3 	2 	60% 
	Akhil Walia 	0 	3 	3 	0:00:03 	0:00:05 	0:31:27 	0:00:33 	1 	0 	100% 
	Amandeep Jangra 	43 	7 	50 	0:00:02 	0:00:05 	0:16:01 	0:00:37 	2 	0 	100% 
	Bhumica Chawla 	8 	1 	9 	0:00:04 	0:00:04 	0:12:22 	0:00:16 	0 	0 	
	Gelna 	40 	46 	86 	0:00:11 	0:03:31 	0:11:07 	0:00:35 	8 	0 	100% 
	Ibrahim Usmani 	36 	20 	56 	0:00:07 	0:01:29 	0:08:49 	0:00:24 	0 	1 	0% 
	John YoHan Park 	1 	3 	4 	0:00:07 	0:00:10 	0:08:23 	0:00:29 			
	Kaeiara 	7 	54 	61 	0:00:05 	0:01:08 	0:13:16 	0:00:49 	6 	0 	100% 
	Laakshi Chadha 	30 	0 	30 						0 	
	Md Hasanuzzaman 	20 	33 	53 	0:00:03 	0:00:54 	0:11:44 	0:00:56 	2 	1 	67% 
	Nathalie Ann 	10 	40 	50 	0:00:06 	0:01:15 	0:12:38 	0:00:35 	2 	1 	67% 
	Pratity Gogoi 	24 	41 	65 	0:00:02 	0:00:07 	0:12:03 	0:00:33 	1 	0 	100% 
	Roshan chetri 	31 	7 	38 	0:00:02 	0:00:05 	0:15:18 	0:00:54 			
	Sanjay Dutt 	27 	18 	45 	0:00:07 	0:01:13 	0:22:07 	0:00:45 	1 	0 	100% 
	Subhashish Bhaduri 	9 	15 	24 	0:00:03 	0:00:08 	0:13:47 	0:00:37 	1 	0 	100% 
	Subir Chakma 	14 	0 	14 							
	Surya Prakash 	60 	19 	79 	0:00:57 	0:01:07 	0:12:44 	0:00:33 			
	Vivian Guo 	25 	41 	66 	0:00:03 	0:00:46 	0:11:25 	0:00:34 	7 	2 	78% 
	Total 	443 	409 	852 	0:00:09 	0:04:32 	0:14:32 	0:00:38 	40 	9 	82% 

Rgds Subir