Task:

1. Create a Pareto Chart based on the Top 10 CX Concern

2. Provide your analysis & recommendation based on your Pareto
Task:

1. Create a Histogram from the FCR data

2. Provide your analysis & recommendation based on your Pareto
Task:

1. Create a Scatter Plot to create your correlation analysis between QA

and AHT; coverage is January first week
2. Provide your analysis & recommendation based on your Scatter Plot

0.33088778378174

No Correlation
 Chart Title
120%
QA CSAT
95% 10%
100%
60% 20%
100% 85%
80%
100% 77%
100% 66% 60%
58% 51%
100% 41% 40%
100% 71%
100% 81% 20%
100% 92%
100% 99% 0%
100% -10% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% 105%
100% 50% -20%
95% 80%
100% 89%
100% 105%
Task 1:
Create a process flowchart of an action for your top error in your Pareto
REFERENCE WEEKENDINSITE AGENT NAMCX CONCERNRELIABLE SOLUTION SAFE & SEC DOCUMENTAACCESSIBL
CASE NUMB WE0107 MNL Agent 1 BILL: INTERPRETATION/I NA Yes NA NA
CASE NUMB WE0107 MNL Agent 2 DISPUTE: RECREATE SR/SThe agent usYes NA Yes
CASE NUMB WE0107 CEB Agent 3 FOLLOW UP: VOICE AND The agent waYes NA NA
CASE NUMB WE0107 CEB Agent 4 FOLLOW UP: DATA: FREQNA Yes NA NA
CASE NUMB WE0107 MNL Agent 5 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 MNL Agent 6 FOLLOW UP:PROVIDE AP The agent faiYes NA NA
CASE NUMB WE0107 MNL Agent 7 FOLLOW UP: VOICE AND The agent waYes NA Yes
CASE NUMB WE0107 CEB Agent 8 FOLLOW UP: VOICE AND The agent waYes NA NA
CASE NUMB WE0107 CEB Agent 9 VOICE AND DATA - NO D The agent wYes NA Yes
CASE NUMB WE0107 CEB Agent 10 RECONNECTION: UNBAR TheNA agent wasYesable to acknowledge
NA NAconcern of the custome
the
CASE NUMB WE0107 CEB Agent 11 FOLLOW UP: VOICE AND Yes NA NA
CASE NUMB WE0107 CEB Agent 12 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 13 VOICE AND DATA - NO D na Yes na Yes
CASE NUMB WE0107 MNL Agent 14 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 15 DATA: SLOW INTERNET CThe agent acYes NA NA
CASE NUMB WE0107 CEB Agent 16 DISPUTE: REPROVIDE AP Reference link
Yes- https://pldt365.sharepoint.com/:x:/r/sites/LIT3
na NA
CASE NUMB WE0107 CEB Agent 17 VOICE AND DATA - NO D The agent a Yes NA Yes
CASE NUMB WE0107 CEB Agent 18 FOLLOW UP: VOICE AND na Yes na Yes
CASE NUMB WE0107 MNL Agent 19 SUPERADMIN ACCESS The agent a Yes NA NA
CASE NUMB WE0107 MNL Agent 20 DOWNGRADE NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 21 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 23 FOLLOW UP: VOICE AND The agent acNo The agent faiNA
CASE NUMB WE0107 CEB Agent 24 FOLLOW UP: VOICE AND The
NA agent acknowledged
Yes NA NA concern and was able
the customer's
CASE NUMB WE0107 MNL Agent 25 FOLLOW UP: VOICE AND Yes NA Yes
CASE NUMB WE0107 CEB Agent 26 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 27 FOLLOW UP: VOICE AND The
NA agent acknowledged
Yes NA Yes concern and was able
the customer's
CASE NUMB WE0107 CEB Agent 28 VOICE AND DATA - NO D Yes NA Yes
CASE NUMB WE0107 CEB Agent 29 FOLLOW UP: VOICE AND The agent prYes Y NA
CASE NUMB WE0107 MNL Agent 30 FOLLOW UP: VOICE AND NA No PROVIDE COMP Yes
CASE NUMB WE0107 CEB Agent 31 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 MNL Agent 32 NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 33 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 34 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 MNL Agent 35 VOICE AND DATA - NO D The agent creYes Y Yes
CASE NUMB WE0107 CEB Agent 36 FOLLOW UP: VOICE AND The agent prYes Y NA
CASE NUMB WE0107 CEB Agent 37 VOICE AND DATA - NO D The agent crYes Y Yes
CASE NUMB WE0107 MNL Agent 38 FOLLOW UP: VOICE AND The agent reYes FOR COACHING NA
CASE NUMB WE0107 MNL Agent 39 VOICE : DEFECTIVE TELSETimestamp: 9No NDT/DEFECTIVEYes TELSETMRDFEOL003_
CASE NUMB WE0107 CEB Agent 40 GENERAL INQUIRY na Yes na NA
CASE NUMB WE0107 CEB Agent 41 FOLLOW UP: VOICE AND DATA - NO DYes na NA
CASE NUMB WE0107 MNL Agent 42 FOLLOW UP: DISCONNECT na Yes na No
CASE NUMB WE0107 CEB Agent 44 VOICE : NO INCOMING/OUTGOING (1No The customer Yes
CASE NUMB WE0107 CEB Agent 45 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 46 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 47 FOLLOW UP: VOICE AND The agent waYes NA NA
CASE NUMB WE0107 CEB Agent 48 FOLLOW UP:PROVIDE AP Reference linkYes- https://pldt365.sharepoint.com/sites/LIT365/P
Coaching - T NA
CASE NUMB WE0107 CEB Agent 49 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 50 RECONNECTION: UNBAR na Yes na Yes
CASE NUMB WE0107 CEB Agent 51 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 52 na Yes na NA
CASE NUMB WE0107 MNL Agent 53 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 54 FOLLOW UP: DATA: NO I na Yes na Yes
CASE NUMB WE0107 CEB Agent 55 FOLLOW UP: VOICE AND na Yes na Yes
CASE NUMB WE0107 MNL Agent 56 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 CEB Agent 57 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 CEB Agent 58 FOLLOW UP: VOICE AND NA Yes NA
FOR COACHING Yes - FOLLOW-UP STATUS
CASE NUMB WE0107 CEB Agent 59 FOLLOW UP: VOICE AND The agent acYes NA
CASE NUMB WE0107 CEB Agent 60 GENERAL INQUIRY na Yes na NA
CASE NUMB WE0107 CEB Agent 61 VOICE AND DATA - NO D Even if the customer
Yes doesY not respond Yesafter asking for the follo
CASE NUMB WE0107 CEB Agent 62 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 CEB Agent 63 FOLLOW UP: VOICE AND The agent prYes Y Yes
CASE NUMB WE0107 CEB Agent 64 DISPUTE: REBATE Rebate was Yes na NA
CASE NUMB WE0107 CEB Agent 65 DATA: NO INTERNET CONBased
NA on theYes NA NA
customer's WOCAS at timestamp 4:14 PM, and th
CASE NUMB WE0107 CEB Agent 66 FOLLOW UP:PROVIDE AP See https://pldt365.sharepoint.com/sites/LIT365/Pages/MCI/PL
No No documentat NA
CASE NUMB WE0107 CEB Agent 67 FOLLOW UP: VOICE AND The agent acNo The agent stYes
CASE NUMB WE0107 CEB Agent 68 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 CEB Agent 69 DATA: NO INTERNET CONThe agent creYes Y Yes
CASE NUMB WE0107 CEB Agent 70 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 CEB Agent 71 FOLLOW UP: DATA: SLO The agent prYes Y Yes
CASE NUMB WE0107 CEB Agent 72 VOICE AND DATA - NO D The agent a No The agent faNA
CASE NUMB WE0107 MNL Agent 73 FOLLOW UP: VOICE AND na Yes na Yes
CASE NUMB WE0107 CEB Agent 74 FOLLOW UP: VOICE AND na Yes na Yes
CASE NUMB WE0107 CEB Agent 75 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 76 DATA: SLOWCREATE SR/SThe customer No The agent stYes
CASE NUMB WE0107 MNL Agent 77 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 MNL Agent 78 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 79 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 80 MIGRATION The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 81 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 CEB Agent 82 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 83 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 84 DATA: NO INTERNET CONThe customer Yes Y NA
CASE NUMB WE0107 CEB Agent 85 FOLLOW UP: DATA: FREQThe agent waNo 3. The agentNA stated in his Clarity notati
CASE NUMB WE0107 CEB Agent 86 DATA: SLOW INTERNET CThe agent waNo Yes
Please see https://pldt365.sharepoint.
CASE NUMB WE0107 CEB Agent 87 FOLLOW UP: VOICE AND The agent waNo The agent faiYes
CASE NUMB WE0107 MNL Agent 88 na Yes na NA
CASE NUMB WE0107 MNL Agent 89 RECONNECTION: UNBAR The agent waYes NA Yes
CASE NUMB WE0107 CEB Agent 90 FOLLOW UP: VOICE AND The agent waYes NA Yes
CASE NUMB WE0107 CEB Agent 91 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 92 VOICE AND DATA - NO D na Yes na Yes
CASE NUMB WE0107 MNL Agent 93 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 CEB Agent 94 FOLLOW UP: VOICE AND na Yes na Yes
CASE NUMB WE0107 CEB Agent 95 DATA: NO INTERNET CONna Yes na NA
CASE NUMB WE0107 CEB Agent 96 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 CEB Agent 97 FOLLOW UP: VOICE AND na No NA
Reference - https://pldt365.sharepoin
CASE NUMB WE0107 CEB Agent 98 DATA: NO INTERNET CONFOR COACHING No - The agent
Thefailed
agenttofaYes
ask the customer for the c
CASE NUMB WE0107 MNL Agent 99 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 100 FOLLOW UP: VOICE AND NA No The agent sho NA
CASE NUMB WE0107 CEB Agent 101 VOICE AND DATA - NO D na No Yes
Reference - https://pldt365.sharepoin
CASE NUMB WE0107 CEB Agent 102 FOLLOW UP: VOICE AND NA No The agent sho NA
CASE NUMB WE0107 MNL Agent 103 VOICE AND DATA - NO D The agent waYes NA Yes
CASE NUMB WE0107 CEB Agent 104 RECONNECTION: UNBAR na Yes na NA
CASE NUMB WE0107 CEB Agent 105 DATA: NO INTERNET CONFT was creatYes na Yes
CASE NUMB WE0107 CEB Agent 106 RECONNECTION: UNBAR Note: The miYes NA Yes
CASE NUMB WE0107 MNL Agent 107 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 CEB Agent 108 BILL: INTER PROVIDE AP The agent inYes NA Yes
CASE NUMB WE0107 MNL Agent 109 FOLLOW UP: DATA: NO I NA Yes na Yes
CASE NUMB WE0107 CEB Agent 110 GENERAL INQUIRY NA Yes NA NA
CASE NUMB WE0107 MNL Agent 111 VOICE AND DATA - NO D FOR COACHING Yes - IF THE AGENT
FOR COACHING
HAD AYesCHANCE TO ASK FOR THE
CASE NUMB WE0107 CEB Agent 112 DATA: NO INTERNET CONThe agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 113 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 114 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 115 FOLLOW UP: VOICE AND The agent adNo The agent faiYes
CASE NUMB WE0107 CEB Agent 116 FOLLOW UP: VOICE AND Na No The agent miNA
CASE NUMB WE0107 MNL Agent 118 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 119 VOICE AND DATA - NO D The customer Yes Y Yes
CASE NUMB WE0107 MNL Agent 120 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 MNL Agent 121 FOLLOW UP: VOICE AND NA Yes na NA
CASE NUMB WE0107 MNL Agent 122 FOLLOW UP: VOICE AND The
NA customer Yes
was active,NA NAfailed to wait for the cu
but the agent
CASE NUMB WE0107 CEB Agent 123 VOICE AND DATA - NO D Yes Y Yes
CASE NUMB WE0107 MNL Agent 124 VOICE AND DATA - NO D The agent crYes Yes
CASE NUMB WE0107 CEB Agent 125 DATA: SLOW INTERNET CThe agent creYes Y Yes
CASE NUMB WE0107 MNL Agent 126 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 127 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 128 FOLLOW UP: VOICE AND The customer Yes NA Yes
CASE NUMB WE0107 MNL Agent 129 FOLLOW UP: VOICE AND The agent acYes NA NA
CASE NUMB WE0107 MNL Agent 130 FOLLOW UP: VOICE AND The customer Yes na NA
CASE NUMB WE0107 CEB Agent 131 DATA: FREQUENT DISCONFOR COACHING No Timestamp 20 Yes
CASE NUMB WE0107 CEB Agent 132 DATA: NO INTERNET CONThe agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 133 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 134 VOICE AND DATA - NO D The agent acYes NA NA
CASE NUMB WE0107 CEB Agent 135 MVP REWARDS NA Yes NA Yes
CASE NUMB WE0107 MNL Agent 136 GENERAL INQUIRY NA Yes NA NA
CASE NUMB WE0107 MNL Agent 137 FOLLOW UP: RELOCATION NA Yes NA NA
CASE NUMB WE0107 MNL Agent 138 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 MNL Agent 139 FOLLOW UP: VOICE AND NA Yes NA NA
CASE NUMB WE0107 CEB Agent 140 FOLLOW UP: VOICE AND COACHING
NA Yes
OPPORTUNITY NA NA
CASE NUMB WE0107 MNL Agent 141 FOLLOW UP: VOICE AND Resolution lack
Yes"confirm NA Yes as Is there anything e
resolution" such
CASE NUMB WE0107 MNL Agent 142 FOLLOW UP: VOICE AND The agent acYes NA No
CASE NUMB WE0107 MNL Agent 143 FOLLOW UP: NEW APPLICNA Yes NA Yes
CASE NUMB WE0107 CEB Agent 144 FOLLOW UP: VOICE AND The agent prYes Y Yes
CASE NUMB WE0107 MNL Agent 145 FOLLOW UP: DATA: FREQNA Yes NA NA
CASE NUMB WE0107 MNL Agent 146 FOLLOW UP: DATA: FREQThe agent pro No The agent faYes
CASE NUMB WE0107 MNL Agent 147 DATA: SLOW INTERNET CThe customer Yes Y Yes
CASE NUMB WE0107 MNL Agent 148 VOICE AND DATA - NO D The agent crYes y Yes
CASE NUMB WE0107 MNL Agent 149 FOLLOW UP: VOICE AND The agent acNo Reference - https://pldt365.sharepoin
Yes
CASE NUMB WE0107 CEB Agent 150 FOLLOW UP:PROVIDE AP When the age No The agent faiYes
CASE NUMB WE0107 MNL Agent 151 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 152 MIGRATION CREATE SR/SThe agent diNo No documenta NA
CASE NUMB WE0107 CEB Agent 154 DISCONNECTION: ACCOUNA Yes NA Yes
CASE NUMB WE0107 MNL Agent 155 BILL: INTERPRETATION/I NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 156 FOLLOW UP: VOICE AND NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 157 VOICE AND DATA - NO D The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 158 VOICE AND DATA - NO D The customer Yes NA Yes
CASE NUMB WE0107 MNL Agent 159 VOICE AND DATA - NO D The
The agent
agent acknowledged
acYes NA
the concernYes
NA and advised the custome
CASE NUMB WE0107 CEB Agent 160 FOLLOW UP:PROVIDE AP Yes Yes
CASE NUMB WE0107 MNL Agent 161 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 162 FOLLOW UP: VOICE AND Potential Cr Yes NA Yes
CASE NUMB WE0107 MNL Agent 163 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 164 DATA: SLOW INTERNET CThe agent acYes NA Yes
CASE NUMB WE0107 MNL Agent 165 VOICE AND DATA - NO D The customerYes NA Yes
CASE NUMB WE0107 MNL Agent 166 RECONNECTION: UNBAR Reconnection Yes NA Yes
CASE NUMB WE0107 CEB Agent 167 DATA: SLOW INTERNET CThe customerYes NA YesIf issue is SIC and they
For coaching - as cascaded to Ops team,
CASE NUMB WE0107 CEB Agent 168 DATA: SLOW INTERNET CAt timestampYes58s, the customer
NA stated that they've been exper
Yes
CASE NUMB WE0107 CEB Agent 43 FOLLOW UP: VOICE AND na Yes na NA
CASE NUMB WE0107 MNL Agent 153 DOWNGRADE NA Yes NA Yes
CASE NUMB WE0107 CEB Agent 22 FOLLOW UP: VOICE AND The agent acYes NA Yes
CASE NUMB WE0107 CEB Agent 117 FOLLOW UP: VOICE AND NA Yes For coachingNA
SELF HELP C FAST MARK RESPECT CU PERSONABL PROFESSIONRELIABLE SAFE & SECUACCESSIBLE FAST PERSONABLE
Yes Yes 100% 67% 100% 100%
NA Yes Yes 0% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 0% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes NA 0% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
No Reply To theNA 100% 75% 0% 100%
NA Yes Yes 90% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
Yes Yes 100% 100% 100% 100%
Agent was abYes Yes 100% 100% 100% 100% 100%
Agent was abYes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Agent was abYes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 33% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 67% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 33% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
Yes Yes 100% 67% 100% 100%
"To follow upYes
on your disconnection request,
Yes you can send us a message
100%through100%
m.me/pldthome.
0% Once there, access
100% 100%the main menu and
The agent waYes NA 100% 33% 100% 100% 100%
NA Yes Yes 100% 75% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 0% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 80% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 90% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
Yes Yes 0% 67% 100% 100%
NA Yes Yes 100% 33% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 33% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
NA Yes Yes 0% 67% 100% 100% 100%
Yes Yes 100% 75% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA No Reply To theYes 100% 100% 100% 0% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Yes Yes 100% 33% 100% 100%
NA Yes Yes 100% 25% 100% 100% 100%
NA Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Tracker was Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes
Agent was able to provide the PLDT tracker. 100% 67% 100% 100%
Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
na Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Tracker was Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 50% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes NA 0% 60% 100% 100% 100%
na Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Agent was abYes Yes 100% 100% 100% 100% 100%
Agent was abYes Yes 100% 75% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
FOR COACHINGYes Yes 100% 100% 100% 100% 100%
Y Yes Yes 100% 67% 100% 100% 100%
Yes Yes 100% 67% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA No Reply To theYes 100% 50% 100% 0% 100%
Agent was abYes Yes 100% 100% 100% 100% 100%
Agent was abNo Reply To theYes 100% 100% 100% 0% 100%
Yes Yes 100% 100% 100% 100%
NA Yes NA 100% 100% 100% 100% 100%
Yes NA 100% 100% 100% 100%
No Reply To theNA 100% 100% 0% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
Yes Yes 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
The agent faYes Yes 100% 75% 0% 100% 100%
NA No Direct to th Yes 100% 100% 100% 0% 100%
Y Yes Yes 100% 100% 100% 100% 100%
Yes Yes 90% 100% 100% 100%
Y Yes Yes 100% 67% 100% 100% 100%
Y Yes Yes 100% 100% 100% 100% 100%
y Yes Yes 100% 100% 100% 100% 100%
Agent was abYes Yes 100% 67% 100% 100% 100%
NA Yes Yes 0% 33% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 0% 50% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes NA 100% 100% 100% 100% 100%
NA
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 0% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
NA Yes Yes 100% 100% 100% 100% 100%
Yes Yes 100% 75% 100% 90%
NA Yes Yes 100% 100% 100% 100% 90%
Agent was abYes Yes 100% 100% 100% 100% 0%
Yes Yes 100% 100% 100% 0%
OVERALL QA SCORECSAT NPS FCR AHT
95% #DIV/0! -11.11 90.32%
60% 100% #DIV/0! 92.83% 916.70
100% 55% -50.00 93.43% 915.11
100% 50% -100.00 91.67% 912.01
100% 100% -18.18 95.10% 907.43
58% 50% 100.00 89.38% 892.83
100% 0% 0.00 90.29% 892.77
100% 25% 0.00 95.88% 892.48
100% 100% 80.00 88.00% 891.05
100% 60% 100.00 94.30% 889.37
100% 80% 33.33 87.76% 888.13
100% 0% 100.00 90.70% 886.69
100% 33% 0.00 93.33% 886.69
95% 43% -50.00 100.00% 884.57
100% 17% -42.86 93.18% 882.70
58% 100% 0.00 95.27% 880.67
100% 33% 40.00 100.00% 877.63
100% 50% 60.00 89.47% 876.63
86% 67% 100.00 88.24% 875.41
96% 17% -33.33 93.92% 873.58
100% 43% -14.29 92.74% 872.61
95% 13% -16.67 92.31% 869.33
100% 25% 100.00 92.75% 869.29
100% #DIV/0! -33.33 92.35% 867.51
100% 0% 50.00 100.00% 866.29
100% 0% 0.00 88.18% 859.17
100% 100% 55.56 96.62% 856.92
100% 13% -100.00 100.00% 849.64
90% 50% -50.00 90.91% 846.40
100% 44% -42.86 100.00% 843.78
95% 100% #DIV/0! 87.01% 843.47
100% 100% -62.50 90.13% 840.03
100% 20% 0.00 92.96% 839.92
100% 100% -50.00 92.81% 838.04
100% 50% #DIV/0! 87.50% 838.03
100% 100% -100.00 96.83% 837.23
100% 20% -100.00 92.58% 837.21
90% #DIV/0! 66.67 100.00% 836.64
95% 60% -100.00 93.64% 835.95
95% 0% 0.00 95.62% 835.69
95% 20% 0.00 100.00% 835.44
100% 85% 100.00 92.53% 823.42
96% 31% -40.00 83.33% 822.54
100% 45% 100.00 95.19% 821.60
100% #DIV/0! 0.00 91.79% 818.29
58% 100% 50.00 90.00% 816.76
100% 86% 100.00 85.71% 809.75
97% 100% -40.00 90.21% 809.04
100% 13% 0.00 98.82% 806.28
100% 63% #DIV/0! 87.14% 800.82
100% 33% 20.00 89.77% 796.33
100% 50% -100.00 93.16% 794.79
100% 100% -40.00 90.80% 790.13
100% 70% 100.00 92.86% 789.74
100% 100% 45.45 66.67% 785.34
100% 50% 70.00 75.00% 784.39
100% 75% -18.75 100.00% 783.26
100% 33% 66.67 87.93% 781.34
100% 25% -9.09 85.71% 778.71
96% 100% #DIV/0! 93.22% 777.74
100% 55% 0.00 90.07% 777.24
100% 67% 100.00 93.65% 773.33
95% 25% 50.00 100.00% 768.83
53% 67% 85.71 88.89% 768.80
90% 70% 40.00 100.00% 768.31
100% 50% -100.00 63.64% 762.64
100% 75% 100.00 92.00% 761.46
100% 80% -62.50 87.04% 758.74
100% 75% 37.50 100.00% 758.05
89% 0% -22.22 100.00% 756.34
100% 65% 0.00 96.67% 753.96
100% 65% 0.00 87.42% 748.18
95% 0% 40.00 85.71% 747.12
55% #DIV/0! 100.00 92.71% 746.46
96% 40% 16.67 93.25% 745.90
100% 75% 50.00 91.18% 745.18
95% 17% 0.00 93.06% 743.90
100% 67% -50.00 50.00% 743.25
100% 75% 66.67 100.00% 742.23
90% 60% 45.45 90.00% 1238.57
100% 0% 66.67 98.53% 1233.71
100% 50% -75.00 91.89% 1232.92
89% 31% 33.33 85.71% 1226.06
89% 20% 60.00 80.65% 1222.51
95% 50% 50.00 86.57% 1219.75
100% 80% 50.00 100.00% 1217.85
100% 83% 87.50 0.00% 1216.07
100% 61% 40.00 84.21% 1211.33
100% 0% 50.00 83.87% 1207.49
100% 100% -100.00 90.79% 1203.02
100% 0% 60.87 90.91% 1198.92
100% 50% 47.06 100.00% 1196.92
100% 44% -100.00 100.00% 1196.55
100% 67% #DIV/0! 90.00% 1192.44
95% 15% 20.00 97.83% 1190.67
95% 74% 75.00 95.24% 1189.20
100% 83% -33.33 100.00% 1189.18
95% 31% 33.33 94.12% 1185.97
95% 100% -37.50 96.43% 1177.84
95% 40% 50.00 92.68% 1175.58
100% 60% 20.00 100.00% 1175.53
100% 50% -100.00 90.70% 1168.96
100% 43% -50.00 90.00% 1155.26
93% 33% -15.38 89.13% 1155.22
100% 67% -60.00 89.86% 1149.57
 54% 0% 0.00 100.00% 1148.40
100% #DIV/0! 70.00 93.55% 1144.17
100% 27% 55.56 100.00% 1139.05
100% #DIV/0! -100.00 92.45% 1137.71
96% 0% 27.78 96.15% 1137.07
100% 100% -100.00 97.96% 1132.62
100% 92% 100.00 100.00% 1130.74
95% 67% -25.00 90.70% 1127.40
95% 67% -33.33 83.33% 1127.21
100% 100% 6.25 100.00% 1116.85
100% 75% #DIV/0! 87.93% 1114.44
100% 78% 33.33 90.91% 1100.36
100% 71% -46.15 85.71% 1099.20
100% 47% 57.89 100.00% 1098.53
100% 71% 66.67 100.00% 1098.42
100% 100% -23.08 100.00% 1097.96
100% 100% 100.00 100.00% 1096.15
100% 0% -40.00 100.00% 1091.37
100% 56% 100.00 90.00% 1091.19
100% 81% 37.50 95.00% 1091.03
100% 67% -14.29 87.93% 1090.80
100% 55% -33.33 85.71% 1090.24
83% 43% 33.33 93.22% 1089.08
100% 47% -66.67 90.07% 1087.92
90% 75% #DIV/0! 93.65% 1079.79
100% 20% 0.00 100.00% 1075.83
100% 100% #DIV/0! 88.89% 1071.07
100% 83% -66.67 100.00% 1070.07
89% 17% 100.00 63.64% 1059.25
100% 29% 75.00 92.00% 1058.92
100% 60% 66.67 87.04% 1051.17
100% 57% 33.33 100.00% 1049.55
100% 71% -25.00 100.00% 1048.77
91% 44% 100.00 96.67% 1048.63
90% 0% 50.00 87.42% 1238.57
100% 27% 77.78 85.71% 1233.71
96% 100% 71.43 92.71% 1232.92
95% 67% 5.88 93.25% 1226.06
100% 67% 57.14 91.18% 1222.51
100% 50% 100.00 93.06% 1219.75
95% 67% 66.67 50.00% 1217.85
50% 80% 0.00 100.00% 1216.07
100% 75% 22.22 90.00% 1211.33
50% #DIV/0! 68.75 98.53% 1207.49
100% 40% 33.33 85.71% 1198.92
100% 80% 63.64 80.65% 1196.92
100% 43% 5.00 86.57% 1196.55
100% 67% 28.57 100.00% 1192.44
100% 36% 0.00 0.00% 1190.67
100% 75% 75.00 84.21% 1189.20
60% 100% 0.00 83.87% 1189.18
100% 67% 80.00 90.79% 1185.97
100% 100% 33.33 90.91% 1177.84
100% 50% -41.67 100.00% 1175.58
100% 100% -28.57 100.00% 1175.53
100% 33% 60.00 90.00% 1168.96
100% 33% 0.00 97.83% 1155.26
100% 100% 0.00 95.24% 1155.22
100% 73% 42.86 100.00% 1149.57
93% 55% 100.00 90.60% 829.85
97% 100% 22.22 91.89% 1203.02
70% #DIV/0! 100.00 89.80% 870.29
68% 33% 35.71 88.10% 1117.11