ACH SNAPSHOT
Fiscal Week Calendar
INDEX Wk on Wk CTP & CTQ for ACH
Service Level % Attendance EOE AHT Abandon % Call Disconnects KC CSAT AGENT ERROR Quality Call Monitored TL's Call Monitored Managers Attrition CFU ICSAT Average Call Taking Capability Attrition In production after 4 months
Target
65% 6% 0 620 10% 0 100% 6 0 94% 15 Calls 5 Calls 4% monthly 100% 6 16 6%
WE 6th Apr WE 13th Apr WE 20th Apr
65%
WE 27th Apr WE 4th May WE 11th May WE 18th May WE 25th May WE 1st June WE 8th June
WE 15th June
Week 12
Week Ending 8th June CTP & CTQ for ACH
Attendance EOE AHT ACW Hold Call Disconnects KC CSAT AGENT ERROR Quality Call Monitored CFU ICSAT Call Taking Capability
Targets
6% 0 620 30 Secs 180 Secs 0 100% 6 Nil 94% 15 Calls 100% 6 35/Agn/Day
Taran
25.84% 0 614 79 207 0 NA NA 0 92.11% 0 100% 5.61 2012
Avik
3.85% 2 724 33 236 0 NA NA 0 83.87% 15 100% 5.86 35
Glen
37.00% 0 594 41 201 0 NA NA 0 89.32% 15 100% 5.13 1678
Meena
13.41% 0 639 68 211 0 NA NA 0 86.80% 0 100% 5.82 28
Monty
8.10% 0 646 63 204 0 NA NA 1 88.38% 0 100% 5.41 2513
Manish
6.00% 0 715 69 253 0 NA NA 0 85.27% NIL 5.22 2205
Taranvir Jouhal Name
Raja Ansari Mohd. Mustafa Khan Deepu Koul Sita Rai Sonam Sherpa Avik Ghosh Sulabh Mittal Vikas Pachouri Satinder Saxena Rohit Salam Karan Singh Rembemo Kithan Albert Kire Vandana Koli Priyanka Rawat
AHT Production
390 487 493 504 514 551 567 649 663 724 725 737 791 896 1048 614
ACW
62 65 42 0 17 132 98 90 64 81 94 84 87 156 153 82
Hold Time UL
146 105 178 212 177 160 152 214 242 167 267 258 324 273 456 222 3 1 2 1 2 1 1 2 1 2 16
Absenteeism NCNS
1 1
LOR
2 2
TEAM
GLEN Name
Ankur Srivastava Devendra Singh Kalpana Chhetri Kiran Sishodia Manjeet Hunjan Malkhan Singh Neelanjan Das Neha Chaturvedi Pallishri Bhattacharaya Rajesh Deep Pasricha Ravi Kumar Kanaujia Saurabh Jain Sushant Khandelwal Tenzin Jangchup
AHT Production
45-
ACW
6
Hold Time UL
112 7 1 1 1 4 2 5 1
Absenteeism NCNS
2
LOR
505 655 694 835 595
54 46 77 62 38 -
39451 241 223 323 286 226 39486 10044
654 594 647
58 42 48
TEAM
22
2
0
Avik Name
Sunny Oberoi Sarju Subba Vandana Singh Pranay Mukhiya Thensei
AHT Production
739 646 907 605
ACW
Hold Time UL
1UL
Absenteeism NCNS LOR
9 27 97 31
235 279 238 166
TEAM
724
41
230
0
0
0
Meena Name
Sanjay Singh Rawat Priyanka Biswas Rushali R Ahuja Sailesh Kumar Arvind Singh Gaurav Grover Deepak James Maninder_Yadav Adarsh Subba Nawang Bhutia Sonu Verma Ravita Sharma Roma Makkar Satish Nambiar Priyanka Mahajan Hage Opo Mannu Singh
AHT Production
669 1025 521 518 622 730 905 713 680 752 527 830 846 978 785
ACW
67 85 89 57 92 129 116 93 80 96 42 106 11 130 55
Hold Time UL
241 492 101 174 234 311 393 253 248 272 130 348 269 469 300 2 1 1 1
Absenteeism NCNS LOR
1
3
1 1
TEAM Monty Name
Braj Kishore Poddar Simranjit Marwah Vivian Joseph Naresh Kumar Kiran Kumari Dubey Shonrei Zingkhai Saurabh Sharma Wasi Uaddin Khan Amit Thakur Ganesh Singh Rawat Pankaj Kumar Sumit Thapa Angami Priyanka Singhal
717
68
211
5
5
1
AHT Production
564 578 482 530 864 642 888 776 708 720 718 544 589 729
Absenteeism NCNS UL
1
2
TEAM
646 AHT Production
1222 713 854 871 745 834 76 129 121 100 48 158 599 179 248 280 261 227
Team Member Name
Grenville D'Cruz Prashant Ningthoujam Prashant_Negi Yarmila_Shimray Vineeta Spall Helhounuo Sorhie
ACW
Hold Time UL
1 1
Absenteeism NCNS
3
LOR
Prawesh_Gurung Shaifali Pathania Suman Chhabra Jasprit Singh Amit Gupta Aditya Sharma Sakshi Sharma
854 628 618 652 636 653 682
106 33 48 64 43 23 52
238 174 185 180 216 248 252 1
TEAM
715
69
253
3
3
0
Call DisconnectsEOE
0 0
KC
-
CSAT
#DIV/0!
Agent Error
0
Q'score Call Monitored Feedback Attrition Yes/No
97.73 91.57 97.70 NA 90.45 95.40 NA 97.30 97.44 79.73 89.52 93.98 NA 95.73 78.78 92.11 0 -
Call DisconnectsEOE
0 1 1
KC
NA NA NA NA NA NA NA NA NA NA NA NA NA NA
CSAT
NA NA NA NA NA NA NA NA NA NA NA NA NA NA #DIV/0!
Agent Error
0
Q'score Call Monitored Feedback Attrition Yes/No
93.67 2 1 3 72.88 84.00 9-.-5 95.18 94.32 94.59 93.98 93.10 97.14 90.98 1 2 2 1 2 1 15 Yes No No Yes No Might Be No No No Yes
Call DisconnectsEOE
0 0 0 0 0 0 0 0 0 0
KC
n.a. n.a. n.a. n.a. n.a.
CSAT
n.a. n.a. n.a. n.a. n.a.
Agent Error
0 0 0 1 0
Q'score Call Monitored Feedback Attrition Yes/No
98.79 97.18 48.85 91.24 96.43 2 1 No No 2 1 No No 0 0 0 0 0
0
0
#DIV/0!
1
86.50
6
Call DisconnectsEOE
KC
CSAT
Agent Error
Q'score Call Monitored Feedback Attrition Yes/No
0
0
#DIV/0!
0
#DIV/0!
0
KC LOR
NA 2 NA NA NA NA NA 1 NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA
CSAT
NA NA NA NA NA NA NA NA NA NA NA NA NA NA
Agent Error Q'score Call Monitored Feedback
84.48 NA 1 96.69 97.44 96.17 93.59 89.04 75.9 91.28 55.71 87.82 90.25 93 84.42
NA
NA
NA
88.38
Call DisconnectsEOE
0 0 0 0 0 0
KC
CSAT
None None None None None None
Agent Error
0 0 0 0 0 0
Q'score Call Monitored Feedback Attrition Yes/No
80.94 93.9 98.78 39.13 89.74 92.42 NONE NONE NONE NONE NONE NONE NONE
0 0 0 0 0 0 0
None None None None None None None
0 0 0 0 0 0 0
NA 100 92.59 96.34 93.22 96.34 NA
NONE NONE NONE NONE NONE NONE NONE
0
0
#DIV/0!
0
88.49
0
CFU
-
Calls ICSATransport Adhocs T Taken
5.39 5.99 6.16 NA 5.81 5.39 NA 6.20 6.23 4.55 5.92 5.39 NA 6.23 4.03 5.61 34 31 40 30 25 37 36 38 34 24 28 37 22 16 14 30
CFU
NA NA NA NA NA NA NA NA NA NA NA NA NA NA
Calls ICSATransport Adhocs T Taken
5.39 385
3.45 4.87 5.39 5.39 5.74 7.00 5.39 3.27 5.39 5.13
172 203 101 145 196
198 278 210
CFU
Done Done Done Not Done Done
Calls ICSATransport Adhocs T Taken
7.00 6.16 5.36 4.55 6.36 NO NO NO NO No 35 42 18 45
5.89
35
CFU
Calls ICSATransport Adhocs T Taken
42 15 48 43 36 32 8 29 41 36 23 33 22 13 33
#DIV/0!
30
Attrition
CFU
DONE DONE DONE DONE DONE DONE DONE DONE DONE DONE DONE DONE DONE DONE
ICSATransport Adhocs Capability T Call Taking
5.3 NA 6.23 6.23 5.99 5.39 5.39 4.45 5.59 3.15 5.84 5.39 5.81 4.81
5.41 Calls ICSATransport Adhocs T Taken
4.14 5..74 6.23 1.37 4.81 5.39 56 173 132 135 184 172
CFU
6.23 7 4.39 6.16 5.53 6.16 NA
33 186 270 187 288 282 107
5.22
2205
Taranvir Jouhal Amber Green Red 4 10 5
Glen D'Souza Amber Green Red 1 8 3
Avik Chatterjee Amber Green Red 1 4 0
Meena Amber Green Red 0 12 4 Amber Green Red
Monty 6 5 3
Yearly Calendar
April 2008 - March 2009 April 2008
S 6 13 20 27 M 7 14 21 28 T 1 8 15 22 29 W 2 9 16 23 30 Th 3 10 17 24 F 4 11 18 25
1
May 2008
S 4 11 18 25 M 5 12 19 26 T 6 13 20 27 W 7 14 21 28 Th 1 8 15 22 29 F 2 9 16 23 30
2
June 2008
S 1 8 15 22 29 M 2 9 16 23 30 T 3 10 17 24 W 4 11 18 25 Th 5 12 19 26 F 6 13 20 27
3
Sa 5 12 19 26
Sa 3 10 17 24 31
Sa 7 14 21 28
July 2008
S 6 13 20 27 M 7 14 21 28 T 1 8 15 22 29 W 2 9 16 23 30 Th 3 10 17 24 31 F 4 11 18 25
4
Wk August 2008
S 3 10 17 24 31 M 4 11 18 25 T 5 12 19 26 W 6 13 20 27 Th 7 14 21 28 F 1 8 15 22 29
5
September 2008
S 7 14 21 28 M 1 8 15 22 29 T 2 9 16 23 30 W 3 10 17 24 Th 4 11 18 25 F 5 12 19 26
6
Sa 5 12 19 26
Sa 2 9 16 23 30
Sa 6 13 20 27
October 2008
S 5 12 19 26 M 6 13 20 27 T 7 14 21 28 W 1 8 15 22 29 Th 2 9 16 23 30 F 3 10 17 24 31
7
November 2008
S 2 9 16 23 30 M 3 10 17 24 T 4 11 18 25 W 5 12 19 26 Th 6 13 20 27 F 7 14 21 28
8
December 2008
S 7 14 21 28 M 1 8 15 22 29 T 2 9 16 23 30 W 3 10 17 24 31 Th 4 11 18 25 F 5 12 19 26
9
Sa 4 11 18 25
Sa 1 8 15 22 29
Sa 6 13 20 27
January 2009
S 4 11 18 25 M 5 12 19 26 T 6 13 20 27 W 7 14 21 28 Th 1 8 15 22 29 F 2 9 16 23 30
10
February 2009
S 1 8 15 22 M 2 9 16 23 T 3 10 17 24 W 4 11 18 25 Th 5 12 19 26 F 6 13 20 27
11
March 2009
S 1 8 15 22 29 M 2 9 16 23 30 T 3 10 17 24 31 W 4 11 18 25 Th 5 12 19 26 F 6 13 20 27
12
Sa 3 10 17 24 31
Sa 7 14 21 28
Sa 7 14 21 28