Download - Agent's Daily Attendance Sheet - June 2012
June 2012 Fri
First Name Last Name Phone ID Sched Status Day Off 6/1/2012
1 Monique Alivio 5602312 10-7am Sat/Sun
2 Lorenz Mae Amago 5602314 9-6am Sat/Sun
3 Rowel Banglos 5602318 9-6am Sat/Sun 1
4 Rodellyn Ann Buena No Schedule Sat/Sun Maternity Leave
5 Venice Cañete 5602329 9-6am Sat/Sun 1
6 Claudie Jake Clamucha 5602332 9-6am Sat/Sun 1
7 Dympna Deliverio 5602336 10-7am Sat/Sun 1
8 Aileen Diaz 5602337 10-7am Sat/Sun 1
9 Jovie Marie Gabison 5602264 9-6am Sat/Sun 1
10 Floremay Peteros 5602290 9-6am Sat/Sun VL
11 Junmar Regner 5602293 9-6am Sat/Sun 1
12 Charlemagne Robles 5602051 10-7am Sat/Sun 1
13 Myrtle Romarate 5602294 9-6am Sat/Sun 1
14 Marnie Grace Rosales 9-6am Sat/Sun CIS – Sore Eyes
15 Rona Rachel Vicente 5602304 9-6am Sat/Sun
Total Agents Present 9
Attendance Rate 69.23%
CR!FT Fri
First Name Last Name Phone ID Sched Status Day Off 6/1/2012
1 Monique Alivio 5602312 10-7am Sat/Sun NO CRIFT YET
2 Lorenz Mae Amago 5602314 9-6am Sat/Sun NO CRIFT YET
3 Rowel Banglos 5602318 9-6am Sat/Sun 5
4 Rodellyn Ann Buena No Schedule Sat/Sun NO CRIFT YET
5 Venice Cañete 5602329 9-6am Sat/Sun NO CRIFT YET
6 Claudie Jake Clamucha 5602332 9-6am Sat/Sun NO CRIFT YET
7 Dympna Deliverio 5602336 10-7am Sat/Sun 8
8 Aileen Diaz 5602337 9-6am Sat/Sun NO CRIFT YET
9 Jovie Marie Gabison 5602264 9-6am Sat/Sun NO CRIFT YET
10 Floremay Peteros 5602290 9-6am Sat/Sun NO CRIFT YET
11 Junmar Regner 5602293 9-6am Sat/Sun NO CRIFT YET
12 Charlemagne Robles 5602051 10-7am Sat/Sun 10
13 Myrtle Romarate 5602294 9-6am Sat/Sun NO CRIFT YET
14 Marnie Grace Rosales 9-6am Sat/Sun NO CRIFT YET
15 Rona Rachel Vicente 5602304 9-6am Sat/Sun NO CRIFT YET
Total Sales Goal
CIS – High Fever CIS – High Fever
CIS – Highblood Pressure
Actual Sales Fri
First Name Last Name Phone ID Sched Status Day Off 6/1/2012
1 Monique Alivio 5602290 9-6am Sat/Sun
2 Lorenz Mae Amago 5602337 9-6am Sat/Sun
3 Rowel Banglos 9-6am Sat/Sun 155
4 Rodellyn Ann Buena 5602051 10-7am Sat/Sun Maternity Leave
5 Venice Cañete 5602304 9-6am Sat/Sun 1
6 Claudie Jake Clamucha 5602318 9-6am Sat/Sun 20
7 Dympna Deliverio No Schedule Sat/Sun 1
8 Aileen Diaz 5602312 10-7am Sat/Sun 1
9 Jovie Marie Gabison 5602332 9-6am Sat/Sun 32
10 Floremay Peteros 5602329 9-6am Sat/Sun VL
11 Junmar Regner 5602336 10-7am Sat/Sun 1
12 Charlemagne Robles 5602314 9-6am Sat/Sun 160
13 Myrtle Romarate 5602293 9-6am Sat/Sun 185
14 Marnie Grace Rosales 5602264 9-6am Sat/Sun CIS – Sore Eyes
15 Rona Rachel Vicente 5602294 9-6am Sat/Sun
Total Sales 556
Sales Performance
AFT Fri
First Name Last Name Phone ID Sched Status Day Off 6/1/2012
Monique Alivio 5602290 9-6am Sat/Sun
Lorenz Mae Amago 5602337 9-6am Sat/Sun
Rowel Banglos 9-6am Sat/Sun
Rodellyn Ann Buena 5602051 10-7am Sat/Sun Maternity Leave
Venice Cañete 5602304 9-6am Sat/Sun
Claudie Jake Clamucha 5602318 9-6am Sat/Sun
Dympna Deliverio No Schedule Sat/Sun
Aileen Diaz 5602312 10-7am Sat/Sun
Jovie Marie Gabison 5602332 9-6am Sat/Sun
Floremay Peteros 5602329 9-6am Sat/Sun VL
Junmar Regner 5602336 10-7am Sat/Sun
Charlemagne Robles 5602314 9-6am Sat/Sun
Myrtle Romarate 5602293 9-6am Sat/Sun
Marnie Grace Rosales 5602264 9-6am Sat/Sun CIS – Sore Eyes
Rona Rachel Vicente 5602294 9-6am Sat/Sun
CIS – High Fever CIS – High Fever
CIS – Highblood Pressure
CIS – High Fever CIS – High Fever
CIS – Highblood Pressure
Sat Sun Mon Tue
WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012
0 1 1
0 1 1
1 1 1 - early departure
0 Maternity Leave Maternity Leave
1 NCNS 1
1 1
1 1 NCNS
1 Promoted to Sup 1 1
1 1 1
0 1 1
1 CIS – Vomiting 1 - early departure
1 1 1 - early departure
1 1 1
0 CIS – Sore Eyes CIS – Sore Eyes
0 1 1
9 0 0 10 9
69.23% 0.00% 0.00% 76.92% 69.23%
Sat Sun Mon Tue
WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012
0 MOVE MOVE
0
0
0
0 NCNS
0
0 MOVE NCNS
0 Promoted to Sup
0
0
0 CIS – Vomiting
0 MOVE MOVE
0
0 CIS – Sore Eyes CIS – Sore Eyes
0
0 0 0 0 0
RD OT 9:15am to
8am
RD OT 1am to 4am
Sat Sun Mon Tue
WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012
155 235 52
1 NCNS 45
20
1 NCNS
1 Promoted to Sup
32
317
1 CIS – Vomiting 117
160
185 355
CIS – Sore Eyes CIS – Sore Eyes
100
556 0 907 214
Sat Sun Mon Tue
WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012
0
0 NCNS
0
0 NCNS
0 Promoted to Sup
0
0 CIS – Vomiting
0
0
CIS – Sore Eyes CIS – Sore Eyes
Wed Thu Fri Sat Sun
6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012
Latoya's Visit
Maternity Leave Maternity Leave Maternity Leave
CIS – Sore Eyes CIS – Sore Eyes CIS – Sore Eyes
0 0 0 0 0 19
0.00% 0.00% 0.00% 0.00% 0.00% 146.15%
Wed Thu Fri Sat Sun
6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012
MOVE MOVE MOVE
MOVE MOVE MOVE
MOVE MOVE MOVE
CIS – Sore Eyes CIS – Sore Eyes CIS – Sore Eyes
0 0 0 0 0 0 0
Wed Thu Fri Sat Sun
6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012
CIS – Sore Eyes CIS – Sore Eyes CIS – Sore Eyes
0 0 0 2233
Wed Thu Fri Sat Sun
6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012
CIS – Sore Eyes CIS – Sore Eyes CIS – Sore Eyes
Mon Tue Wed Thu Fri
6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %
19 0
146.15% 0.00%
Mon Tue Wed Thu Fri
6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %
0 0
Mon Tue Wed Thu Fri
6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %
Mon Tue Wed Thu Fri
6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %
Date ACCM Supervisor2 Agents Name Stafftime ACD
6/2/2012 Isada, Ramon Felipe Arrieta, Elizalde Gabison, Jovie Marie 4.78 15
Peteros, Floremay 4.24 9
6/4/2012 Arrieta, Elizalde Alivio, Monique 5.46 0
Amago, Lorenz Mae 6.92 78
Banglos, Rowel 5.9 70
Deliverio, Dympna 5.54 0
Diaz, Aileen 4.94 0
Gabison, Jovie Marie 6.79 72
Peteros, Floremay 5.93 52
Romarate, Myrtle 6.63 31
Vicente, Rona Rachel 6.96 42
Robles, Charlemagne 5.27 0
Total 60.36 345
6/5/2012 Arrieta, Elizalde Alivio, Monique 2.02 0
Amago, Lorenz Mae 6.11 22
Banglos, Rowel 1.93 8
Cañete, Venice 7.19 29
Clamucha, Claudie Jake 6.98 25
Diaz, Aileen 0.12 0
Gabison, Jovie Marie 5.94 13
Peteros, Floremay 7 17
Regner, Junmar 2.35 8
Romarate, Myrtle 2.2 7
Vicente, Rona Rachel 6.66 21
Robles, Charlemagne 1.95 0
Total 50.45 150
AHT Work Time HOLD Occupancy Total Aux % Transfer % OutBound %
861 689 26 146 0.9692 0.2632 0.0667 0.0961
1497 1087 84 327 1 0.1781 0 0
1 0
132 92 28 12 0.9201 0.5796 0.1667 0
161 101 44 16 0.9064 0.4156 0.4 0.0091
1 0
1 0
175 110 26 38 0.7867 0.4408 0.1667 0
260 148 53 58 0.9484 0.3506 0.0577 0.0251
532 428 24 80 0.9733 0.321 0.0645 0.042
398 292 27 79 0.9651 0.3222 0.0238 0.0367
1 0
234 161 34 40 0.9176 0.6152 0.171 0.0122
1 0
469 353 15 101 1 0.6193 0.1818 0.0133
566 489 40 37 1 0.3492 0.25 0
639 558 25 57 1 0.2996 0.2069 0.0251
722 344 62 316 1 0.3616 0.24 0.0002
1 0
694 387 19 288 0.6319 0.4648 0.1538 0.0444
715 469 31 215 0.6207 0.2664 0 0.0208
419 258 33 128 1 0.6472 0.25 0
996 830 28 138 0.9997 0.2423 0 0
888 623 35 229 1 0.2599 0.0952 0.0242
1 0
677 469 33 175 0.8889 0.4289 0.16 0.0165
Talk Time
Coaching %
0.0009
0
0.9785
0.386
0.3161
0.9791
0.8895
0.2574
0.1908
0.0946
0.1649
0.9523
0.4868
0.9992
0.1896
0.2142
0.1176
0.1436
0.9955
0.1071
0.0464
0.2288
0
0.0701
0.9989
0.1877
4 June 2012
Name A_H_T POS REVENUE CR!FT REPEAT RATE
Alivio, Monique 713.74 1025 0.2573
Banglos, Rowel 560.48 2298 0.2406
Amago, Lorenz Mae 510.87 1494 0.2389
Deliverio, Dympna 798.53 628 0.2331
Gabison, Jovie Marie 491.07 2129 0.2281
Diaz, Aileen 638.78 1115 0.2237
Clamucha, Claudie Jake 651.58 1535 0.2216
Romarate, Myrtle 775.3 1650 0.199
Cañete, Venice 746.79 1240 0.1941
Robles, Charlemagne 700.6 2279 0.1907
Peteros, Floremay 612.04 1102 0.1899
Vicente, Rona Rachel 706.44 696 0.1618
Regner, Junmar 545.28 749 0.1579
642.97 19344 0.2105
Source: KPI Report on June 1 file
5 June 2012
Name A_H_T POS REVENUE CR!FT REPEAT RATE
Alivio, Monique
Banglos, Rowel
Amago, Lorenz Mae
Deliverio, Dympna
Gabison, Jovie Marie
Diaz, Aileen
Clamucha, Claudie Jake
Romarate, Myrtle
\\ceb-store\Departments\Operations\AT&T Uverse\Reports\KPI - Joseph Cerame\May
Cañete, Venice
Robles, Charlemagne
Peteros, Floremay
Vicente, Rona Rachel
Regner, Junmar
% Transfered SA% RANK QUALIFIED AMOUNT
0.4061 0.9989 119 No PHP 0
0.3733 0.8383 27 No PHP 0
0.4438 0.804 32 No PHP 0
0.3956 0.9988 145 No PHP 0
0.4703 0.8543 18 No PHP 0
0.3868 0.7723 79 No PHP 0
0.4493 0.8624 59 No PHP 0
0.3681 0.9605 90 No PHP 0
0.4127 0.8828 86 No PHP 0
0.4651 0.9953 47 Yes PHP 1,000.00
0.3725 0.8611 41 No PHP 0
0.4242 0.877 96 No PHP 0
0.4156 0.9116 34 Yes PHP 1,000.00
0.4169 0.845
% Transfered SA% RANK QUALIFIED AMOUNT
Agent Follow-Up Tool (AFT)
AT&T Uverse Blue - Cebu Day: S M T W Th F S
6/6/2012
Last Name First Name Sup Initials Problem(s) Identified
DIAZ AILEEN EA NOT CHECKING MYCSP
CALAMUCHA CLAUDIE JAKE EA AER STATEMENT
PETEROS FLOREMAY EA AER STATEMENT
ROMARATE MYRTLE EA EMPATHY STATEMENT
ALIVIO MONIQUE EA EMPATHY STATEMENT
BANGLOS ROWEL EA NO ASSURANCE STATEMENTS
GABISON JOVIE MARIE EA RECAP / SELF SERVICE OPTIONS
ROBLES CHARLEMAGNE EA SELF-SERVICE OPTIONS
ROBLES CHARLEMAGNE EA RESOLVE STATEMENT
AMAGO LORENZ EA
CAÑETE VENICE EA HOLD PROCEDURE
CAÑETE VENICE EA NOTES
DELIVERIO DYMPNA EA EMPATHY STATEMENT
Last Name First Name Sup Initials Risk List
AMAGO LORENZ EA CIL - PERSONAL MATTERS
BANGLOS ROWEL EA CIS - STOMACH PAIN
Claudie Jake Clamucha EA CIS - ACUTE GASTROTITIS
Marnie Grace Rosales EA CIS - LARYNGITIS
Venice Cañete EA CIS - FAMILY MATTERS
REGNER JUNMAR EA ABSETEEISM
Claudie Jake Clamucha EA TARDINESS
SETTING UP EXPECTATIONS ACCORDINGLY
Agent Follow-Up Tool (AFT)
(circle one)
Root Cause Educational Tool Used Improvement Not In
SKILL AN/SE for follow up 5/30/2012
Will RP/ SE SI VIS / RP 5/19/2012
Will RP/ SE SI VIS / RP 5/19/2012
Will RP/ SE SI VIS / RP 5/22/2012
Will RP/ SE SI VIS / RP 5/19/2012
Will RP, FB LI ST, RP, SG 5/19/2012
Skill RP/ST SI RP/SE 5/21/2012
Skill RP/ST SI RP/SE 5/17/2012
Skill RP/SE NI RP/ST 5/30/2012
Will RP/ SE SI RP/ ST 5/19/2012
Skill RP/SE for follow up 5/30/2012
Skill AN/SE for follow up 5/30/2012
Skill RP/SE for follow up 5/30/2012
Root Cause Educational Tool Used Improvement Not In
Will SE LI SE, POS 5/4/2012
Will SE LI AN /SG 5/19/2012
Will SE LI AN /SG 5/19/2012
Will SE LI AN /SG 5/19/2012
Will SE SI AN /SG 5/29/2012
Will SG followup 5/31/2012
Will SE LI AN /SG 5/24/2012
Suggested Follow-up?
Date Placed on DPA
Suggested Follow-up?
Date Placed on DPA
Agent Follow-Up Tool (AFT)
1 5/30/2012 1
1 5/25/2012 4
1 5/25/2012 2
1 5/25/2012 1
1 5/25/2012 2
1 5/25/2012 4
1 5/25/2012 2
1 5/25/2012 2
1 5/30/2012 1
1 5/25/2012 2
1 5/30/2012 1
1 5/30/2012 1
1 5/30/2012
3 6/4/2012 1
3 6/3/2012 2
3 5/25/2012 3
3 5/25/2012 3
2 6/4/2012 1
5 6/4/2012 1
3 6/4/2012 1
Days on DPA
Last Education Date
Days Since Last
Education
Days on DPA
Last Education Date
Days Since Last
Education
INCIDENT REPORT (IR) / ELECTRONIC-IRReport Submitted by: Elizalde D. Arrieta Report Received by:Date Submitted: May 31, 2012 Date Received:
Name of Employee : Junmar Regner Employment Status: Project-Based
Previous Disciplinary Actions (Use extra sheet if necessary)Date Committed Nature of Incident
5/21/2012 Attendance Missed Shift -
Total EAF Points
Description of Incident :Personnel/s Involved Junmar RegnerDate and time of occurrence 5/21/2012Place of Occurrence OperationsNature of Incident : BRIEF DESCRIPTION:
Attendance (CIS / CIP)NCNS
Tardiness Zero Tolerance Violation RECOMMENDATION/S FOR IMPROVEMENT:
Unsatisfactory Work Performance Written Warning OTHERS - please specify below
Recommended Corrective Action:Verbal Counselling
Written WarningFinal Warning
Termination (for endorsement to HR)
FULL NAMES & SIGNATURES / DATE & TIME1 Employee's Name & Signature / Date & Time Junmar Regner2 Supervisor's Name & Signature / Date & Time Elizalde D. Arrieta3 Manager's Name and Signature / Date & Time Ramon Isada4 Center Manager / Date & Time TJ Cabili5 HR Representative / Date & Time
Date Hired: 2012-01-23
You did NCNS last 2012-05-21. For this reason you have incurred a total of 2.00 EAF points. You have been made aware of the consequences of your actions and because of this you are advised to inform your supervisor or the sick hotline 2 hours before your shift. Failure to comply with the said requirement will lead to Written Warning.
ELECTRONIC NOTICE TO EXPLAIN: Please respond within 48 hours as to why you should not be sanctioned accordingly due to the allegations stated above. Your failure to submit an explanation to this EAF will be construed as a waiver of your right to be heard, thus the investigation and decision for this case will proceed with basis on records of evidence/s we have on file.By acknowledging this communication, you confirm that your supervisor/manager discussed the contents of this Incident Report, the Company Rules that you allegedly violated, and the corresponding level of Corrective Action that shall be meted upon should the said allegation is proven true.
INCIDENT REPORT (IR) / ELECTRONIC-IRReport Received by:Date Received:
Department/Account/projectEmployment Status: Project-Based U-Verse Blue
Previous Disciplinary Actions (Use extra sheet if necessary)Nature of Incident EAF Action Taken
Attendance Missed Shift - 2 Verbal Warning
Total EAF Points 2
Description of Incident :Junmar Regner
5/21/2012Operations
BRIEF DESCRIPTION:
RECOMMENDATION/S FOR IMPROVEMENT:Written Warning
Recommended Corrective Action:Verbal Counselling
Written WarningFinal Warning
Termination (for endorsement to HR)
FULL NAMES & SIGNATURES / DATE & TIMEJunmar Regner
Elizalde D. ArrietaRamon Isada
TJ Cabili
You did NCNS last 2012-05-21. For this reason you have incurred a total of 2.00 EAF points. You have been made aware of the consequences of your actions and because of this you are advised to inform your supervisor or the sick hotline 2 hours before your shift. Failure to comply with the said requirement will lead to Written Warning.
ELECTRONIC NOTICE TO EXPLAIN: Please respond within 48 hours as to why you should not be sanctioned accordingly due to the allegations stated above. Your failure to submit an explanation to this EAF will be construed as a waiver of your right to be heard, thus the investigation and
By acknowledging this communication, you confirm that your supervisor/manager discussed the contents of this Incident Report, the Company Rules that you allegedly violated, and the corresponding level of Corrective Action that shall be meted upon should the said allegation is proven
Date Last Name First Name ACD Supervisor
6/1/2012 Alivio Monique B. 5602312 Now Absent Arrieta, Elizalde
Friday Amago 5602314 Now Absent Arrieta, Elizalde
Regner Junmar G. 5602293 Now Absent Arrieta, Elizalde
Vicente Rona Rachel 5602304 Now Absent Arrieta, Elizalde
Peteros Floremay T. 5602290 Now Absent Arrieta, Elizalde
Date Last Name First Name ACD Supervisor
6/2/2012 Venice Cañete Now Absent Arrieta, Elizalde
Monday Junmar Regner Now Absent Arrieta, Elizalde
Claudie Jake Clamucha Now Absent Arrieta, Elizalde
Date Last Name First Name ACD Supervisor
6/4/2012 Dympna Deliverio Now Absent Arrieta, Elizalde
Sched Status
Actual Status
Lorenz Mae T.
Sched Status
Actual Status
Sched Status
Actual Status
Comment Total EAF Phone Number Comments
CIS - Laryngitis 1 1.75 +1(932)584-9904
CIS – High Fever 3 5.75 +1(917)424-4852
NCNS 3 6.5 +63 9225721805
2 2.5 +63 9273605390
VL 1 0.75 +63 9326185012 approved by CCMS
Comment Total EAF Phone Number Comments
NCNS 5 2.5 932153-8067
CIS – Vomiting 3 6.5 9225721805
4 5.75 9327725621
Comment Total EAF Phone Number Comments
NCNS 1 0 32 4709079
Absent MTD
Date submitted of MC
medical certificate required
submitted medical cert already
medical certificate required
submitted medical cert already
havent received any text messages yet
CIS – Highblood Pressure
medical certificate required
submitted medical cert already
Absent MTD
Date submitted of MC
Did not answer the phone calls
able to call the agent and ask for the reason of absent. Late Notification
CIS - Father was very sick and that no one will take
care.Called and texted the agents. Late Notification
Absent MTD
Date submitted of MC
Did not answer the phone calls / not responding to text messages
Hospital/ Clinic Comments
6/4/2012
6/5/2012
6/4/2012
Hospital/ Clinic Comments
Hospital/ Clinic Comments
Date Submitted the Medical Certificate
have seen the text messages already
Date First Name Last Name Issues Time Logout Time Login Differences
5/31/2012 Jovie Marie Gabison Switch Error 0:04:26 0:13:21 0:08:56
5/31/2012 Jovie Marie Gabison Idle Console 21:00:00 21:23:27 0:23:28
6/1/2012 Aileen Diaz Idle Console 21:59:26 2:24:16 4:24:50
6/1/2012 Aileen Diaz Idle Console
6/1/2012 Aileen Diaz Idle Console 3:46:04
TL Comments Exempt Time Adjustment
EA Done
EA Done
EA
EA missing
EA early departure
AT&T CEBU Blue Customer Service Switch Error - Local 00:04:26 00:13:21 00:08:56
AT&T CEBU Blue Customer Service Idle Console Adjustment 21:00:00 21:23:27 00:23:28
missing 2012-06-01 21:59:26 2012-06-02 02:24:16 04:24:50 No Time Adjustment
Manually Logout by the WFM for those who went on coaching without Clients permission
Manually Logout by the WFM for those who went on coaching without Clients permission
Daily Goal 6/5/2012
Karen Jacel Genora 4400 1643
Joselito Reyes 1200 1324
Rogelio Braga 2800 1164
Ronald Canoy 2000 887
Ayan Alcuizar 2100 857
Winston Tirol 2400 784
Ernesto Hilado Jr 1200 722
John Marc Acut 1800 653
Renen Espiritu 1000 500
Jona-Fe Quinones 1200 466
Rouel Palang 1800 227
Elizalde Arrieta 2200 214Jerome Narvasa 400 35
Totals 17600 9476
First Name Last Name ### ### ###
Monique Alivio 0 0
Lorenz Mae Amago 0 0
Rowel Banglos 235 52
Rodellyn Ann Buena 0 0
Venice Cañete 0 45
Claudie Jake Clamucha 0 0
Dympna Deliverio 0 0
Aileen Diaz 0 0
Jovie Marie Gabison 0 0
Floremay Peteros 317 0
Junmar Regner 0 117
Charlemagne Robles 0 0
Myrtle Romarate 355 0
Marnie Grace Rosales 0 0
Rona Rachel Vicente 100 0
1007 214
Query for: Elizalde Arrieta
Date Agent Name Customer Name
6/2/2012 Jovie Marie Gabison Betty Reave
Comments
I got one agent name Jovie Mari Gabison who got a Kudos Call from a customer Betty Reave 281255690: "Rep did really help me and did what she possibly could to help me. She assisted me in resolving my issues. She's very helpful and took care of me as well" - Betty Reave
Metric EOM MAY Issue/Root Cause (Behaviors)
HOLD TIME 80 85 98.71
Will issue among agents
Warm Transfers and Consults
Long queue to other department
Tool Navigation and My CSP familiarization
15 17 0.1942
JUNE COMMITMEN
TKPI weekly
Commitment
REPEAT RATE
Agents not well versed in offering solutions and NOT involving to resolve
System down issue will always result to repeat callers
Action Plans & Other Initiatives Owner
6/4/2012
TL Eli 6/4/2012
Agent/TL Eli 6/4/2012
Agent/TL Eli 6/4/2012
CRIFT TL Eli 6/4/2012
CRIFT TL Eli 6/4/2012
Metrics to Impact
Execution Date
Address this behaviors head on, issue warnings to repeat offenders. Ensure communication is sent and documented
AHT and CR!FT
TL Eli and ACM
Transfer validation process, will need to ask permission from a supervisor or SME if to transfer a call to another department
AHT and CR!FT
Ensure that they get back to their customers or try to offer a callback
AHT and CR!FT
Show me process to be conducted by the TL, scavenger hunt to see if agent can really locate a certain topic and make sure to bookmark frequently used topics to avoid long search time
AHT,CR!FT & Repeat Rate
Ensure that they are following the involve to resolve process and agents are being issued warning and progressions if they continue not complying
TL will try to ensure that some of the customers be offered a callback specifically customers who were upset and irate onset of the call
6/9/2012
6/9/2012
6/9/2012
6/9/2012
6/9/2012
6/9/2012
Completion Date
Status Comments
Date ATTUID REP COACH CSM GM VP
6/1/2012 ea809n
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ARRIETA, ELIZALDE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
cr507w
cr507w
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
cr507w
cr507w
cr507w
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
ROBLES, CHARLEMAGNE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
vc248vCANETE, VENICE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
dd909nDELIVERIO, DYMPNA
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
jg283b
rv248v
GABISON, JOVIE MARIE
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
VICENTE, RONA RACHEL
STEWART, LATOYA E
RHODES, JAYME J
HARRIS, KEITH
PALMER, JOHN
BAN CASE ID STATUS DRIVERS QUEUE AGENT ID
'106413483 G26730239 ### Rejected ea809n
'113544252 G26558013 ### Rejected cr507w
RECEIVED/CREATE
DATE
Refund-No payment
credit balance
Billing Investigation
OOS- Incorrect routing to
OMC Billing
Investigation
'112928509 G26176971 ### Rejected cr507w
G26206590 ### Rejected cr507w
Payments-Insufficient Information
Billing Investigation
'118302654
OOS- Incorrect routing to
OMC Billing Investigation
'118302654 G26206590 ### Rejected cr507w
'117492128 G26250611 ### Rejected cr507w
'118151812 G26335287 ### Rejected cr507w
OOS- Incorrect routing to
OMC Billing Investigation
OOS- Incorrect routing to
OMC Billing Investigation
OOS- Incorrect routing to
OMC Billing Investigation
101650719 G27243921 ### Rejected vc248v
'118493077 G26529366 ### Rejected BOS-IDDB dd909n
Offernet promo -not available to select within
the drop down
Billing Investigation
Pending Order
'117056736 G26323291 ### Rejected jg283b
'114784849 G27532888 ### Rejected rv248v
Adjustments-Insufficient Information
Billing Investigation
Promotion-Insufficient Information
Billing Investigation
ISSUE RESOLVED?IF NOT, WHY NOT?
Supnotes: ea809n No further action taken as there's no payment credit on the balance. Case close
Supnotes: ea809n No further action taken As per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close
112928509Erik called in to check on the status of an open case. He paid his bill but to his old account which was canceled. He wanted that payment to be trans to his new account. Trans to collections. He also wants his service restored.
Supnotes: ea809nAs per indicated in the notes the cust has been transfered to the collections account. Case Close.
Supnotes: ea809nNo further action takenAs per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close
Supnotes: ea809nNo further action takenAs per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close
supnotes: ea809n
no further action needs to be taken. case close
supnotes: ea809n
No further action needs to be made since acct is cancelled and bill has been adjusted already. case close
Returned: Cannot add $14.95 pricing promo as $23.05 promo option in order to get that pricing is missing in the list of promos.
supnotes: ea809nNeed to call Group O to verify first if the promotion has been removed or is no longer active. However, if there's nothing they can do we will adjust manually which will be good for a year. so far 3 months promotion has been applied.
supnotes: ea809n
Cx can make a new order without conflict with the system since the pending order has been removed already.
Supnotes: ea809nAdjustment has been made already to satisfy cx. Adjusted 252.02 dollars on her bill. Case close
supnotes: ea809nVerified with BIBA for a debit bal of 80.48 dollars. Payment posted was on 02/06/2012 for $144.00 using her cc and no payment for 2 consecutive months. Cx needs to pay for the balance on her acct.Agent has been coached for proper notation of acct. case close.
First Name Last Name Dates Time Record # Opening Spiel Building RapportAER
Discovery Questions
Recap SummaryResolving Bills Issues
Transition to Sales
Appropriate Product Offering
Set Expectations on Proration and One Time Charges
Set Expectations on Self-Install & Full-Tech Install
Self-Service Options
Closing Spiel WTD CommentsTotal Score
% of Adherenc
e
Record ID Date # Supervisor AdvisorSBS 6/1/2012 Elizalde Arrieta Venice CeñeteSBS 6/1/2012 Elizalde Arrieta Venice CeñeteSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Claudie Jake ClaumuchaSBS 6/1/2012 Elizalde Arrieta Claudie Jake ClaumuchaSBS 6/1/2012 Elizalde Arrieta Claudie Jake Claumucha
Rapport1 1 1 1 1 01 1 1 1 1 11 1 1 1 1 11 1 0 1 1 11 1 0 1 1 11 1 1 1 1 11 1 0 1 1 01 1 1 1 1 0
Call Opening Validation
Name & Location
Customer relay concern
prior to verification
AER statement-
Assurance of help
Paraphrase customer concern
Excessive Dead Air / Hold
Call Closing
0 0 62.50%1 1 100.00%1 1 100.00%0 0 62.50%1 1 87.50%1 1 100.00%1 1 75.00%0 0 62.50%
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