Subject: Long Call Audits
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 28 Jul 2022 22:39:25 -0700 (MST)

Hi Pravesh, 

Could you please do some audits for Long calls. Please pick the calls with max duration. Just quickly check the reasons. Pick up the agents with high number of long calls. We will then speak to these people and share feedback. 

We have few long calls (Inbound + Outbound) in July 2022. We need to reduce them so that we do not get any client complaint. 

Currently the long call % is: 

Inbound: 5.81% 
Outbound: 1.59% 

We should target to keep it below 5% so that we are able to pick more calls and less calls are abandoned. 

Row Labels 	inbound 	outbound 	outbound_missed 	Grand Total 	Long Calls 
Tiantian Xiang 	226 	151 	160 	537 	29 
Sebastian Constantin Coldea 	180 	31 	29 	240 	15 
Arjun Hurry 	109 	60 	1 	170 	13 
Jeet Behera 	79 	202 	12 	293 	13 
Adelina Paula Bartes 	94 	204 	106 	404 	7 
Grace Boussi 	118 	107 	32 	257 	6 
Ismael Zakaria 	112 	35 	9 	156 	6 
Josie Lau 	183 	88 	113 	384 	4 
Sven Thiele 	142 	220 	95 	457 	3 
Shivangi 	120 	61 	14 	195 	2 
Pravesh Singh 	46 	84 	8 	138 	2 
Denisa Magda 	70 	65 	50 	185 	1 
Abhishek Tripathi 	14 	41 	44 	99 	1 
Mary Grace Matsumoto 	28 	43 	22 	93 	0 
Grand Total 	1566 	1441 	716 	3723 	114 

Regards, 
Pritish Nandi