Helpdesk - Daily Stat Report
Vinit.b
7/3/2012

Document History

Document Review Criteria: If there are any changes in the process and contact details

Version / Date / Description / Prepared By / Reviewed by
1.0 / 03 Jul, 2012 / Helpdesk – Daily Stat Report / Vinit Bhardwaj / Vinit Bhardwaj
1.1 / 17 Jul, 2012 / Helpdesk – Daily Stat Report / Kannan G / Vinit Bhardwaj

Contents

A. Purpose 3

B. Responsibilities 3

C. Guidelines 3

D. Preparing report (As per the sheets) 3

E. Daily Stats Report File 3

1. Churchs 3

2. Period_wise 12

3. Spanish Calls 13

6. Attendance Sheet 16

7. Calls more than 1 hour 16

8. Shift Status & Daily Highlights 18

9. Spam Analysis 19

10. Pending Tickets 19

6. Polling 20

7. Target Audience 20

Guidelines to prepare Daily Stat Report

A.  Purpose

This document explains the step by step approach to prepare Daily stats report which provides a snapshot (Daily performance Status) of helpdesk operational statistics.

B.  Responsibilities

Role / Responsibility
Agents / §  Agents have ‘Read-Only’ access to this file/folder.
Shift-Leads / §  Shift Leads have ‘Modify’ access to this file/folder. Shift-Lead needs to prepare this report at the end of business day (at/after 04:00AM EST).
Helpdesk Manager / §  Helpdesk Manager has ‘Full control’ access to this file/folder. Manager needs to review the file and this provides inputs related to recent ticket, calls, issue trends etc.

C.  Guidelines

The report should be prepared at/after 4:00AM EST.

D.  Preparing report (As per the sheets)

On a given day, we are preparing the report for the previous day. The following resources/tools are required for preparing the report:

  1. Web desk
  2. Avaya BCMS client (Running on Helpdesk machine)
  3. NICE application
  4. BCMS Calculation Excel Sheet
  5. NICE calculation Excel Sheet

E.  Daily Stats Report File

Daily Stats Excel File should be Macro enabled and has the following sheets

1.  Churchs Sheet

This sheet allows us to calculate the daily statistics for the Churchs Helpdesk Process (English/Spanish). It includes number of calls Inbound/Outbound as well as tickets created in web desk

This sheet includes 3 sections:

1.  Ticket Statistics (on the left section) - (Source: Web desk)

2.  Inbound call statistics (Middle section) - (Source: BCMS Client)

3.  Outbound call statistics (Right section) - (Source: NICE call logger)

IMP: Macro Icon as below is on the right side. Once clicked – it populate data from Web desk Server.

Steps to update Churchs sheet are as below.

Macro should be enabled on the Daily stats sheet

1.  Webdesk Tickets Section: Need to Run the Macro by placing the mouse on first cell on current data and clicking on Churchs logo so that it automatically the updates the tickets opened, assigned to L1,L2,L3.

For example: To populate data for the previous day (06th July here), we should be clicking on the macro icon on 07th July (at/after 04:00AM EST).

2.  Inbound (BCMS Stats)

  1. This section needs to be updated for the incoming calls ,Average talk time, average response time, abandon calls and abandon time from BCMS report in interval basis
  1. Please find the below steps to get the call details.

§  We have 2 interval to get the incoming call details as a business day starts from 4:00 AM and ends on 3:59 AM

  1. 4:00 AM to 11:59 PM (last day)
  2. 12:00 to 03:59 PM (Current day)

Open the ‘BCMS Calculation Excel Sheet’.

§  Follow the procedure to calculate the report for both intervals. On Helpdesk machine – BCMS client application must be running all the time.

Click on the icon NewàHistorical ReportàClass of report: Split/SkillàSelect skills as English and SpanishàSelect Churchs Agents (Spanish and English)àIntervalàDate

§  Update the BCMS calculation sheet with the Final results based on the intervals to calculate the Inbound BCMS status report.

§  Update the values in Inbound Call statistics sheet on Daily Stats.

3.  Outbound (Nice Stats)

  1. This report shows the number of outbound calls made, total duration and average per call
  1. Please find the below steps to get the OUT call details

§  Open Nice application and login to it (for Credentials please contact shift leads)

§  Go to Private QueryàqueryàSelect Start data as previous day 04:00 AM and End date as current day 04:00 AM.-->outàgreater than 00:09 seconds

§  Extract the report in excel format, update the start and end timings of the call in Nice calculation sheet

§  Count the number of calls and average talk time per call and update the outbound call statistics

2.  Period_wise Sheet

We don’t need to do any changes in this sheet as it populates automatically from Churchs sheet.

IMP: When we prepare the Daily stat report for a particular period – we need to update this sheet by moving row-data downwards. Row #4 should be having formulae to get data from Churchs sheet.

3.  Spanish Calls Sheet

Details of the Spanish calls are calculated based on the data from the BCMS system and the data provided by the Spanish agent.

1.  The System data is extracted from BCMS and the steps are as follows

Open BCMS-->New-->Historical Report-->Class of Report: VDN-->Available VDN's: Spanish (1242)-->Date and run the report. Update the values in the Spanish calls sheet

4.  The Spanish agent will update the shift leads with the number of IN and OUT bound calls made for the day. From the report the Spanish agent data will be updated.

5.  Attendance Sheet

Shift-lead needs to update the staff availability for the day with pre defined categories.

6.  Calls more than 1 hour Sheet

Shift-lead needs to extract the calls made more than 1 hour for the day and has to get the details of the call from the respective agent and update the sheet

Steps to extract the calls are

1.  Open Nice application and login to it (for Credentials please contact shift leads)

2.  Go to Private QueryàqueryàSelect Start data as previous day 04:00 AM and End date as current day 04:00 AM.-->In and Outàgreater than 59:59 seconds

7.  Shift Status & Daily Highlights Sheet

Shift-lead needs to update the daily highlights of the day in their respective shifts to give a quick view and also to perform shift handover if any issues is open and needs follow up. Important incidents has to be highlighted in red

Shift leads have to review it to assign follow ups if there are any issues to be followed up.

8.  Spam Analysis

The leads (Admin and other leads) needs to follow the process document (Spam Analysis)

9.  Pending Tickets

We need to run the macro to refresh the pending tickets. It gives information about how many tickets are open, Categories of the ticket, Status of the ticket, when the ticket was opened, when the last action was done, No of days since last update, who is the owner and to whom the ticket is current assigned.

Shift leads has to extract the tickets, review them and assign follow ups for the agents which is required

6.  Polling

Agents have to follow up with the non polled stores of the previous day to identify the reason of not polling and have to update the sheet.

7.  Target Audience

This report needs to be shared with all the agents, leads and delivery manager on a daily basis.