Downloading bot

Data source

Avaya Server.

Avaya Server.

Avaya Server.

Avaya Server.

Sheet name

Agent Efficiency(Interval Wise)

Agent Calculator(DUMP)
Agent Calculator(Interval wise login count)

Agent Calculator(Formula)

Custom Queue Report

Agent Efficiency
Agent Short Calls
MTN NG Skill calculator(Raw)

MTN NG Skill calculator(Short call Dump)

MTN NG HC Calc( Daily Data)

Daily Data
MTN NG Agent Calcultor(Details)

MTN Nigeria Attendence File

MTN NG Agent Calcultor(Details)

MTN NG Agent Calcultor(Details)

MTN NG Agent Calcultor(Exclude 67,69,77)

Nigeria MTN Wayforward dashboard - April 2021

Nigeria MTN Wayforward dashboard - April 2021(Index)

Nigeria WFR Attendence File

Nigeria MTN Wayforward dashboard - April 2021(MTN Ibadan Escalations)

Nigeria MTN Wayforward dashboard - April 2021(Overall Escalation Desk)

Nigeria MTN Wayforward dashboard - April 2021(Ilorin Enterprise Bussiness)

Nigeria MTN Wayforward dashboard - April 2021(Standard)

Nigeria MTN Wayforward dashboard - April 2021(Ilorin Bottom 80)

Nigeria MTN Wayforward dashboard - April 2021(T20 HVC)

Nigeria MTN Wayforward dashboard - April 2021(Overall T20)

 MTN NG-WFR

Schedule

File name

Agent Efficiency Report

Custom Queue Report

Agent Short Calls

Agent Efficiency Report

Excel cells(Row/Col)

All Data Present in the

sheet

Column A

Column B
Column C

Agent ID Column

Logged in Time

Column A

Column A and B

Column R

Select all Data

ID Filter Column

From Column (V to Y)
Select All Data

Row 1-8
Select all data

Column C

Select All Data

Column
Column A
Column A

All Data Present in the

sheet

Column A

Column B

Column C

Column B
Column A and B

Column R

Select all Data

ID Filter

All Data Present in the

sheet

Column A

Column B

Column C

Column B

Column A and B
Column R

Select all Data

ID Filter
Attendance Sheet (Category Column)

(Sub process)
 MTN NG-WFR
Report creation time
Daily

Steps to be performed

Login to Avaya - Go to CCMS-IB-CORE -- Agent Performance--Agent Efficiency

Select data range -- Daily -- Yesterday -- Run Now
Export to Excel

Login to Avaya - Go to CCMS-IB-CORE -- Agent Performance--MTN Custom Queue Report.

Select data range -- Daily -- Yesterday -- Run Now
Export to Excel

Login to Avaya - Go to CCMS-IB-CORE -- Agent Performance--Agent Short Calls.

Select data range -- Daily -- Yesterday -- Run Now
Export to Excel

Login to Avaya - Go to CCMS-IB-CORE -- Agent Performance--Agent Efficiency

Select data range -- Interval Wise -- All Intervals From 12:00:AM to Midnight --- From 1 to 0 Days --
Run Now
Export to Excel

Steps to be performed

Select all data and press Wrap text.

Then press Merge and center.
Delete The upper Rows (Unnecessary rows)

Delete Column B, C

Apply Formula To Column A (IF(LEFT(B2,5)="Agent",B2,A2))

Drag Till End Of The Column

Apply formula To column B (=Right (A3,6))

Trim the Column C(=Trim(B3))
Column C paste as Value.

Filter The Following:

. Agent
. (Blanks)

Filter the Following :

. Agent
. Date
. (Blanks)

Column A With the Dates .

Filter The Column A With the Current Dates .
Select All the Data.
Paste to the different Sheets
Select All The And Press F11

Rename column A and B

Change The dates Of the columns
Interchange The Columns A And B

Apply The ID Filter(=LEFT(B2,2))

Select All The data

Adjust The Width And The Height Of all the Select Data
Adjust the Format Of All The data
ALT +DEF to All the Columns Which Contains the Time
Copy The Furnished Agent efficiency Data

Filter Three ID:

. 67
. 69
. 77

. Copy All the Data From Raw File.

Paste above the data at end of the data

Drag Column (T and U)

Apply VLOOOKUP From the attendence File.

Drag the above columns to the end

Breaks the Links of the Above File.

Filter at Column (V)and (W) #N/A to (-)
Filter at Column (V) and ( W) NA to (-)

Refresh The Calculator

Find the Count of the last row upto which data is shown.

Drag the formula upto the row we find in Interval wise login count sheet.

Select all data and press Wrap text.

Then press Merge and center.
Delete The upper Rows (Unnecessary rows)
Autofit using Alt H+O+I
Apply filter (Alt H+S+F)
Uncheck the following by using filter:

. Total
. Grand Total
. Blanks
. Date
Copy All The data To Different Sheet .
Delete The Empty Columns
Set A1= Skillset
Insert a column before column A
Set A1= Date
Insert yesterday's date and drag
Format the sheet

Select all data and press Wrap text.

Then press Merge and center.
Delete The upper Rows (Unnecessary rows)

Delete Column B, C

Apply Formula To Column A (IF(LEFT(B2,5)="Agent",B2,A2))

Drag Till End Of The Column

Apply formula To column B (=Right (A3,6))

Trim the Column C(=Trim(B3))

Column C paste as Value.

Filter The Column B With the Dates .

Filter The Column B With the Current Dates .
Select All the Data.
Paste to the different Sheets
Select All The And Press F11

Rename column A and B

Change The dates Of the columns
Interchange The Columns A And B

Apply The ID Filter(=LEFT(B2,2))

Select All The data

Adjust The Width And The Height Of all the Select Data
Adjust the Format Of All The data
ALT +DEF to All the Columns Which Contains the Time
Copy The Furnished Agent efficiency Data

Filter the Following ID :

. 67
. 69
. 77

Copy all the data from the raw File.except ID Column

Select all data and press Wrap text.

Then press Merge and center.
Delete The upper Rows (Unnecessary rows)

Apply Formula To Column A (IF(LEFT(B2,5)="Agent",B2,A2))

Drag Till End Of The Column

Apply formula To column B (=Right (A3,6))

Trim the Column C(=Trim(B3))

Column C paste as Value.

Filter The Column B With the Dates .

Filter The Column B With the Current Dates .
Select All the Data.
Paste to the different Sheets
Select All The And Press F11

Rename column A and B

Change The dates Of the columns
Interchange The Columns A And B
Apply The ID Filter(=LEFT(B2,2))

Select All The data

Adjust The Width And The Height Of all the Select Data
Adjust the Format Of All The data
ALT +DEF to All the Columns Which Contains the Time
Copy The Furnished Agent efficiency Data

Filter the Following ID :

. 67
. 69
. 77

Copy all the data from the raw File Data.except ID Column

Copy the CC Custom Raw Data From the raw File And Paste it to
end of the Data present in MTN NG Calculator (Raw)

Drag and Drop the Formulas.

Paste the above data ( Agent Short Calls) at the end of the data

At Column (M and N) Apply VLOOKUP From the attendence file.

Drag both columns to the end.
Replace #N/A with - in Both the Columns
Refresh The Pivots.

Copy data from the Attendence File by Filtering the Designation Column To
( Customer Representative) and filter Day-2 Column (AB , Inactive , R, T)

Login ID, Ison ID, EMP Name Copy these data from the Attendence file
Paste the above data to the HC Calculator .

Copy (LOB , Location , Sub Process , Production Status , FT/PT , Attendence(Day-1))

Paste the above data at end of column in HC calculator.

Set date = date -1

Drag Column K,L,M

Filter Column (M) = False

Replace Attendence Value to Actual Attendence.
Filter Column (M)= #N/A
Filter Column (Production Status) = In Training
Set Attendence = Training

Filter Column (Production Status) = OJT

Set Attendence = P

Refresh The Calculator

Copy data from the Above Calculator (MTN NG HC Calculator) [Date , Login ID/AWAYA ID,Ison ID,
EMP Name, LOB, Location, Sub Process, Production Status]

Drag Column A

Apply Filter and select Support Staff

Remove NA From this Column

Copy data from Attendence File [ Login ID/AWAYA ID,Ison ID,

EMP Name, LOB, Location, Sub Process, Production Status]

Paste the above data at end of Data present in the Sheet

Change the value (NA) in Production Status into (In Training)

Change the Value of production status (NA) to (In Training)

Refresh the Pivots

Copy the Furnished data from (Agent Efficiency ) and paste it to the end of the data present in
(Exclude Sheet)

Drag the last column

Check Links
. Open Links
. If Error then Change Source

. Check head count For Support Staff

Filter category
. Support Staff
Filter Status
. Active

Match Count of Attendence And dashboard(WFR)

Select two columns to update the data then press Ctrl+R

Check Count For

. Planned Leave
. Un planned Leave
. NCNS

Check Count For

. Rostered
. Present Leave
. Planned leave

If Count Does Not Match then Check For Full Timer

Check For Part Timer.
Check In Attendence If Any Change Occur in previous Day Attendence.
If any change occur in Attendence it will be received from Mail.
If There is no any Change through Email.
Then go to the Head Count calculator.

Chek all the column At End Data Is Updated Or Not

Select two columns to update the data then press Ctrl+R

match Count Every Time

Check If Data Ids updated or not.

Select two columns to update the data then press Ctrl+R

Drag and drop the formulas

Match Count For

. Planned Leave
. Un planned Leave
. NCNS
If Count Does Not Match then Check For Full Timer
Check For Part Timer.
Check In Attendence If Any Change Occur in previous Day Attendence.
If any change occur in Attendence it will be received from Mail.
If There is no any Change through Email.
Then go to the Head Count calculator.
Check Data for (Ilorin Bottom 80) Sheet Current Date and Previous Date.
Go to MTN NG HC Calc( Details) Filter:
Subprocess :Bottom 80
Production Status : Floor
FT\PT: PT
Location : MTN Ilorin
Date: Previous date , Day-2
Check Count With HC calculator for both dates.
Check PT Count For Both dates.
. Copy Filterate Data And Paste It To The Different Sheet

.Apply Vlookup to the FT\PT Column From the Generated Sheet

If #N/A Occur means there are change in agents.

We have to check individually each agent in NG HC Calculator
Check Master data base received through email.
Changes Received Through Email

Three Column to Check for Change:

. Filter Movement Date Column
. Check For Current month For Any Change
. Filter Conversion Date Column
. Check For Current month
. If Any Change Occur Check for these Changes.
. Filter MTP Column To Check The Changes
. Check if any Move From trainee TO Floor

If Any Changes found in Above process Then Check them individually

Check Comments i.e movement

Match Count Full Timer:

. Planned Leave
. Un planned Leave
. NCNS
Match Count Part Timer:
. Planned Leave
. Un planned Leave
. NCNS

Check data is updated or not.

Drag and Drop Data

Select two columns to update the data then press Ctrl+R

Drag and Drop data