Agent ID Agent Name Team Leader Call Date

605577 Arwa Saeed Abbas Shamrokh Ahmed Samir Mohamed ElFar 10/8/2023 12:57
605577 Arwa Saeed Abbas Shamrokh Ahmed Samir Mohamed ElFar 10/8/2023 11:36
605548 Ashraf Mohamed Abdelfattah Saleh Ahmed Samir Mohamed ElFar 10/8/2023 13:10
605586 Ahmed Farouk Ramdan Badry Ahmed Samir Mohamed ElFar 10/8/2023 12:51
605586 Ahmed Farouk Ramdan Badry Ahmed Samir Mohamed ElFar 10/8/2023 16:30
605601 Mahmoud Jebril Hassn Ali Ahmed Samir Mohamed ElFar 10/8/2023 15:26
605571 Ola Ahmed Mostafa Ebrahim Ahmed Samir Mohamed ElFar 10/8/2023 17:14
NPS Rating CS overall Satisfaction rating
0 5
0 2
6 5
0 5
5 3
0 1
0 5
Agent Satisfaction Rating FCR Rating
5 3
2 4
5 3
5 1
4 3
5 4
5 4
Service Number Call ID Greeting Switching Troubleshooting Ending AHT Case
963347248 160294162 Bad Bad Bad Bad 0:03:59 Outage
863834567 160266731 Bad Bad Bad Bad 0:09:04 Physical
553651435 160301805 Good Good Good Good 0:11:47 Physical
623530748 160293987 Good Good Good Good 0:08:50 Logical
623517177 160382752 Good Good Bad Good 0:10:59 Physical
222558057 160360652 Good Good Bad Bad 0:17:23 Physical
24511407 160401218 Bad Bad Good Bad 0:15:49 Non Tech
 Case Type Process Agent
Data and voice Down NO Bad Call
Physical Instability Repeated Cases Bad Call
Need Optimization Technician Abuse NO
Unsupported Services NO NO
Physical Instability Repeated Cases Lack in Knowledge
Physical Instability Repeated Cases Lack in Knowledge
Consumption NO don’t show Welling to Help CST
 Resaon of Detractor Comment
Process & Agent Soft Skills fail
Process & Agent Soft Skills fail
Process Only & Agent Not Mistaken Paas
Process Only & Agent Not Mistaken Paas
Process & Agent Knowledge fail
Process & Agent Soft Skills fail
Process & Agent Soft Skills Paas