Thank you for calling walmart.

com- my name
is___  and I will be more than happy to assist
you! (acknowledge the customer's concerns / 10% 1
start to ask the questions to identify the core
issue)

OPENING How are you, How can I help you today? 5% 2

Is this the first time you're calling about this

request? 10% 3

Recap #1 10% 4
Empathy Statement ( provide assurance in
every message) 5% 5

Proving questions 1% 6
RESOLUTION
Options 1% 7

Recap And summary 10% 8

CSAT

Are you satisfied with the resolution that I

gave you today? 15% 9

Please remember to check your email for

information about the (process you did to
resolve the call, refund, ADJ, replacement, 5% 10
GC or promocode)

Is there anything else that I can help you

with? 2% 11

Empathy Statement ( provide assurance in

every message) 3% 12

CLOSING Thank you for choosing W.com, remember

my name is ____ - remember to check your
email for further information about the
process we did today. It was a pleasure for 15% 13
me assisting you today i hope you have and
excellent day!
 I'll be happy to help!
I processed a refund of $ 148.92it will be processed back to your original form of payment
Please keep in mind the time depends on the bank or financial institution, we process the refund today but
they might take up to 10 business days to reflect it.
Please keep an eye on your email, you'll get an email confirmation about it within 24hrs.

***REFUND TIMEFRAME ***

CREDIT card: up to 10 business days -

DEBIT card: up to 7 business days
Paypal: up to 5 business days
Affirm: up to 5 business days
Healthy benefits card: up to 3 hrs
Walmart gift card: up to 3 hrs
EBT: up to 5 business days

I want to make sure you have the best customer service today, may I know is there anything else I can assist
you with or are you satisfied with my service?

I want to make sure you have the best customer service today, may I know is there anything else I can assist
you with or are you satisfied with my service?

I am really glad I was able to provide you assistance today

MUST: Thank you for choosing walmart, name, email reminder and happy statement at the end
 I'll be happy to help. In that case, you will receive the email confirmation regarding the replacement in 24 hrs.

Please remember that this replacement does not have any cost, what you might see on the email is what you
paid on the original order but it is not going to be a new charge.

(If no item is expected back) New estimated delivery date August xxx

(IF the item is expected back: explain when it should be shipped and how the customer can return it)

- Mail back: Remember the replacement will be sent 7 days after the item is notified as delivered by the carrier,
of course you will get an email confirmation and you can check the status in your account

- Instant: You are going to receive the item on (date ), remember you have up to 30 days for the item to be
back at the return center to avoid any recharge

- Carrier Scan: Remember the replacement will be shipped from the warehouse once the package is scaned by
the carrier when they received ( usually up to 72 hrs later), of course you will get an email confirmation and you
can check the status in your account

happy statement at the end

 Security Check list
ABS tracker SME
CCMS // CCA
REFUSED TRACKER Monitors (sup /stella)
SHORT CALLS TRACKER survey monitor per DSAT
Staff status Karen Leiva

AGENT IN CHARGE TASK

All Sebastian Aragon CCMS ADJUSTMENTS - ABS tracker
All Santiago Naranjo CCMS ADJUSTMENTS - ABS tracker
All Alexa Zarzalejo CCMS ADJUSTMENTS - ABS tracker
Ana Becerra ACTA Daily Meeting
All Cesar Gallo
All Ricardo Rodriguez Getting to know you
All Ana Becerra

All Ana Becerra

Email with the expectations for your agents in charge,

expectations regarding what they need to report and how
All Cesar Gallo (you need to have the information clear regardign what
we need with your SMEs).

All Ricardo Rodriguez

Coaching session with the QA on Friday - Open follow up C

Nicolas Villalaba Ana Becerra
Coaching session - Behavior - Skill call flow - Probing questi
Anderson Cortes Ricardo Rodriguez
Coaching session - Emapthy statements - Follow up
Nadia Reyes Ricardo Rodriguez
Coachig session - Set goals
William Cordero Ana Becerra
Coaching - Follow up
Sebastian Garcia Cesar Gallo
Coaching - Follow up
Daniel Pedraza Ricardo Rodriguez
Coaching - Follow up
Rafael Ome Cesar Gallo
All Luis Gonzalez Audit RCR OM - AP
ALL Ricardo Rodriguez Comments SP ABS and Missing Intra shift
All Luis Gonzalez ADJ - CCMS de coach y SMEs
All Cesar Gallo
All Ricardo Rodriguez Stella
All Ana Becerra
 Security Check listCOACH
Coaching
Follow ups
Monitors (sup /stella)
survey monitor per DSAT

DEADLINE TIME COMMENTS

Day by day First thing in the morning you need t o fill this in the CCMS ADJ sheet
Day by day First thing in the morning you need t o fill this in the CCMS ADJ sheet
Day by day First thing in the morning you need t o fill this in the CCMS ADJ sheet
Day by day After Meeting Send through email
Miercoles Doccumented on CCMS
Miercoles Doccumented on CCMS
Miercoles Doccumented on CCMS
Miercoles

Do not forget they have to report you

Miercoles everything, refused, short calls, disconecctions,
12:00 PM if you need that they report the and have a
tracker for the AHT do it. Cc Julian Ruiz y Luis
Gonzalez
Miercoles

Miercoles - Check disponibility and let him know that for

Viernes this session he needs to have the questions
needed.
Miercoles - Doccumented on CCMS -Sup Monitor and 1
Viernes Survey Anaylisis
Miercoles - Doccumented on CCMS -Sup Monitor and 1
Viernes Survey Anaylisis
Monday 18 He just work 36h per week I need him cover and
April monitor ASAP
Miercoles - Doccumented on CCMS -Sup Monitor and 1
Viernes Survey Anaylisis
Miercoes - Doccumented on CCMS -Sup Monitor and 1
Viernes Survey Anaylisis
Miercoes - Doccumented on CCMS -Sup Monitor and 1
Viernes Survey Anaylisis
Miercoles 11:00
Jueves EOD
Miercoles EOD Adjustments done until 11 April
Need to send the completion to the Ana
Viernes EOD Need to send the completion to the Ana
Ana need to send the completion to Luis Gonzalez
Coaching compliance
EOD / Glidepath
CCMS ADJ
5 Calls check
Staff status
QA alerts
PTL
Mytp request
Auditar: Monitors, AOF, TARDY

STATUS
On going
On going
On going

Done
Done
Done
Done

Done

Done

Pending

Done

Done

Pending

Pending

Done

Pending
Pending
Pending
Done
Pending
Pending
Pending
LINK

Coaching Id. 37255584

Coaching Id. 37257043

Coaching Id. 37253986

 Ident Employee Name Coach SME
Vn52kce Manzo, Christian Rodriguez Ricard Naranjo Santiago
vn523dv Florez, Olga Rodriguez Ricard Naranjo Santiago
vn52pa7 Reyes, Nadia Rodriguez Ricard Naranjo Santiago
vn52a2a Alvarez, Danny Rodriguez Ricard Naranjo Santiago
vn52p9p Cortes, Anderson Rodriguez Ricard Naranjo Santiago
vn51vio Pedraza, Daniel Rodriguez Ricard Naranjo Santiago
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth Cesar Gallo Alexa Zarzalejo
4373232 Garcia, Sebastian Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
Vn52kce Manzo, Christian Rodriguez Ricard Naranjo Santiago
vn523dv Florez, Olga Rodriguez Ricard Naranjo Santiago
vn52pa7 Reyes, Nadia Rodriguez Ricard Naranjo Santiago
vn0xhl9 Cardenas, Daniel Rodriguez Ricard Naranjo Santiago
vn52a2a Alvarez, Danny Rodriguez Ricard Naranjo Santiago
vn0tmfo Rodriguez R, Paola Rodriguez Ricard Naranjo Santiago
vn52p9p Cortes, Anderson Rodriguez Ricard Naranjo Santiago
vn51vio Pedraza, Daniel Rodriguez Ricard Naranjo Santiago
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth Cesar Gallo Alexa Zarzalejo
4373232 Garcia, Sebastian Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
vn52a2a Alvarez, Danny Rodriguez Ricard Naranjo Santiago
vn0tmfo Rodriguez R, Paola Rodriguez Ricard Naranjo Santiago
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth Cesar Gallo Alexa Zarzalejo
4373232 Garcia, Sebastian Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
4369640 Manzo, Christian Rodriguez Ricard Naranjo Santiago
vn523dv Florez, Olga Rodriguez Ricard Naranjo Santiago
4401878 Reyes, Nadia Rodriguez Ricard Naranjo Santiago
2099200 Cardenas, Daniel Rodriguez Ricard Naranjo Santiago
3698514 Pedraza, Daniel Rodriguez Ricard Naranjo Santiago
3757056 Rodriguez R, Paola Rodriguez Ricard naranjo Santiago
4373232 Garcia, Sebastian Rodriguez Ricard naranjo Santiago

4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo

4178485 De La Cruz, Elieth Cesar Gallo Alexa Zarzalejo
4373232 Garcia, Sebastian Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
928955 Alvarez, Danny odriguez Ricard Naranjo Santiago
3698514 Pedraza, Daniel Rodriguez Ricard naranjo Santiago
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth Cesar Gallo Alexa Zarzalejo
2099200
Rafeel Cardenas Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth
2099200 Cesar Gallo Alexa Zarzalejo
Rafeel Cardenas Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
4056246 Victoria Gomez Cesar Gallo Alexa Zarzalejo
4369640 Manzo, Christian Rodriguez Ricard Naranjo Santiago
928955 Alvarez, Danny Rodriguez Ricard Naranjo Santiago
3757056 Rodriguez R, Paola Rodriguez Ricard Naranjo Santiago
4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo
4178485 De La Cruz, Elieth
2099200 Cesar Gallo Alexa Zarzalejo
Rafeel Cardenas Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
4056246 Victoria Gomez Cesar Gallo Alexa Zarzalejo

4432110 Moncada, Maria Cesar Gallo Alexa Zarzalejo

4178485 De La Cruz, Elieth
2099200 Cesar Gallo Alexa Zarzalejo
Rafeel Cardenas Cesar Gallo Alexa Zarzalejo
4366995 Ome, Rafael Cesar Gallo Alexa Zarzalejo
4056246 Victoria Gomez Cesar Gallo Alexa Zarzalejo
 Infraction Type Date Start End Totals Comment
NCNS 15-Apr 7:00 7:09 1 late arrival
VPN 15-Apr 7:00 9:02 3 late arrival Service Desk
VCC 15-Apr 11:45 11:50 1 reinicio de max
Need Escalation 15-Apr 7:00 15:30 1 full shift medica leave, a
Internet/power outage 15-Apr 8:00 11:30 2 internet radicado 22638
Mandatory logg out 15-Apr 10:47 10:57 2 coaching
15-Apr
15-Apr
Mandatory logg out 15-Apr 9:31 1 coaching
Mandatory logg out 15-Apr 9:01 1 coaching
NCNS 16-Apr 7:00 7:09 1 late arrival
VPN 16-Apr 7:00 9:00 2 lateDesk #24439638 | Ca
VCC 16-Apr 11:45 11:50 1 reinicio max
Need Escalation 16-Apr 7:00 7:04 1 late arrival
Mandatory logg out 16-Apr 7:00 15:30 1 medical issues
Mandatory logg out 16-Apr 6:00 14:30 1 LNR
Internet/power outage 16-Apr 8:00 11:30 3 internet radicado 22638
Mandatory logg out 16-Apr 10:45 11:00 1 coaching
16-Apr
Citrix 16-Apr
16-Apr
Mandatory logg out 16-Apr 1 coaching
pc issues 17-Apr 7:00 7:30 1 VIP ID
Internet/power outage 17-Apr 12:15 13:00 1 4347220001756859 ETB
17-Apr
Internet/power outage 17-Apr 6am 1 POWER OUTAGE- radica
17-Apr
17-Apr
Need Escalation 18-Apr 7:00 7:05 1 late arrival
AVAYA 18-Apr 10:15 10:40 3 Radicado AIRE por 3ra de
VPN 18-Apr 6:00 6:15 2 vpn
Asset 18-Apr 7:00 11:29 1 estaba en TP buscando l
VCC 18-Apr 12:20 1:25 1 lunch y se juntó con un c
VPN 18-Apr 6:00 6:10 1 late, loggin issues
Mandatory logg out 18-Apr 7:30 7:45 1 coaching Ricardo

PC issues 18-Apr 13:10 15:30 estuvo en IT solucionand

Internet/power outage 18-Apr 8:54:00 AM // 11:49 am 2 desconecion por emerge
18-Apr
18-Apr
VPN 19-Apr 1:45 2:00 1 vpn
Citrix 19-Apr 7:15 8:00 1 citrix and coaching with
19-Apr
VPN 19-Apr 6am 2 VPN / CITRIX
 VPN 19-Apr 7am 7:05 4 vpn / coaching
19-Apr
20-Apr
20-Apr 6am 2 VPN / CITRIX
VPN 20-Apr 7am 7:05 1 vpn
20-Apr
Mandatory logg out 20-Apr 1pm 1 COACHING LUISI
Mandatory logg out 20-Apr 7:00 7:08 2 late arrival-coaching con
Mandatory logg out 20-Apr 10:20 10:40 1 coaching
Need Escalation 20-Apr 6:00 6:10 2 late arrical// coaching 10
21-Apr
VPN 21-Apr 6am 2 VPN / CITRIX
Mandatory logg out 21-Apr 12 1 COACHING LUISI
21-Apr
Mandatory logg out 21-Apr 8am 1 COACHING LUISI

22-Apr
22-Apr
22-Apr
22-Apr
Mandatory logg out 22-Apr 7:18 1 COACHING cesar
 EMPRESA RADICADO TIEMPO

ate arrival Service Desk #24439638 | Caso de Chat de IT #2512547/ supusetamente citrix de 11:45 -12:15
einicio de max
ull shift medica leave, awaiting excusa medica
internet radicado 2263801 incidente # 110868 / forced log out por citrix bloqueado

ateDesk #24439638 | Caso de Chat de IT #2512547 y despues desconexion citrix de 11:45 a 12:16
einicio max

medical issues

nternet radicado 2263801

4347220001756859 ETB numero de2vHORAS

POWER OUTAGE- radicado air-e 6776000 INICIO TURNO A LAS 10:22AM. - No mas ajustes de Internet

Radicado AIRE por 3ra desconexion 4703967 luz

estaba en TP buscando las deademas

unch y se juntó con un coaching de RIcardo
ate, loggin issues
oaching Ricardo

estuvo en IT solucionando 24456519

desconecion por emergencia // sin luz radicado 6778166 *verificado*

itrix and coaching with Ri

VPN / CITRIX
vpn / coaching

VPN / CITRIX

COACHING LUISI
ate arrival-coaching con RI 8:38-9:11

ate arrical// coaching 10:05

VPN / CITRIX
COACHING LUISI

COACHING LUISI

COACHING cesar
 11-Apr 12-Apr
VN USER CCMS NOMBRE
MTD REAL GOAL CSAT REAL GOAL
vn52qwo 4403837 Franco, Jairo 90.00% 0 90.00%
vn51f1g 4056246 Gomez, Victoria 92.00% 66.70% 90.00%
vn52ijs 4362699 Martinez, Ignacio 91.80% 100.00% 90.00% 0 100.00% 90.00%
vn52pa3 4401796 Martinez, Jhon 98.10% 100.00% 90.00% 6 100.00% 90.00%
vn52kap 4365225 Gascon, Edward 97.70% 100.00% 90.00% 1 90.00%
vn52a1j 4230118 Hoyos, Juana 91.20% 100.00% 90.00% 3 66.70% 90.00%
vn51flo 4054596 Peralta, Maria 91.10% 100.00% 90.00% 1 90.90% 90.00%
vn51vih 4176820 Castrillon, Miguel 90.50% 100.00% 90.00% 1 100.00% 90.00%
vn52kaf 4366013 Cordero, William 80.00% 83.30% 88.00% 7 87.50% 88.00%
vn51b8f 4006184 Vilalba, Nicolas 80.50% 77.80% 89.00% 6 88.90% 89.00%
Vn52kce 4369640 Manzo, Christian 91.20% 75.00% 90.00% 2 85.70% 90.00%
vn523dv 4251774 Florez, Olga 92.30% 100.00% 90.00% 3 100.00% 90.00%
vn52pa7 4401878 Reyes, Nadia 90.70% 100.00% 90.00% 2 100.00% 90.00%
vn0xhl9 2099200 Cardenas, Daniel 86.40% 88.00% 3 75.00% 88.00%
vn52a2a 928955 Alvarez, Danny 84.80% 3 100.00% 89.00%
vn0tmfo 3757056 Rodriguez R, Paola 90.00% 100.00% 95.00% 2 100.00% 95.00%
vn52p9p 4399261 Cortes, Anderson 80.00% 100.00% 89.00% 5 100.00% 89.00%
vn51vio 3698514 Pedraza, Daniel 83.00% 100.00% 89.00% 5 60.00% 89.00%
vn52v6v 4432110 Moncada, Maria 92.30% 100.00% 95.00% 4 83.30% 95.00%
vn51vhq 4178485 De La Cruz, Elieth 88.90% 100.00% 95.00% 1 95.00%
Vn52kb7 4366995 Ome, Rafael 82.60% 100.00% 95.00% 6 100.00% 95.00%
vn52pa8 4373232 Garcia, Sebastian 88.20% 100.00% 88.00% 2 75.00% 88.00%

18-Apr 19-Apr
CCMS NOMBRE
MTD REAL GOAL CSAT REAL GOAL
4403837 Franco, Jairo 90.00% 0 90.00%
4056246 Gomez, Victoria 88.90% 83.30% 90.00%
4224768 Rojas, Maria 93.20% 100.00% 90.00% 4 100.00% 90.00%
4401796 Martinez, Jhon 97.50% 80.00% 90.00% 1 100.00% 90.00%
4365225 Gascon, Edward 93.30% 62.50% 90.00% 1 100.00% 90.00%
4230118 Hoyos, Juana 88.30% 80.00% 90.00% 5 80.00% 90.00%
4054596 Peralta, Maria 90.10% 100.00% 90.00% 1 100.00% 90.00%
4176820 Castrillon, Miguel 95.80% 100.00% 90.00% 4 100.00% 90.00%
4366013 Cordero, William 85.40% 88.90% 88.00% 10 75.00% 88.00%
4006184 Vilalba, Nicolas 85.90% 83.30% 89.00% 2 100.00% 89.00%
4369640 Manzo, Christian 89.90% 100.00% 90.00% 1 90.00% 90.00%
4251774 Florez, Olga 90.20% 66.70% 90.00% 4 100.00% 90.00%
4401878 Reyes, Nadia 90.20% 83.30% 90.00% 3 50.00% 90.00%
2099200 Cardenas, Daniel 89.00% 66.70% 88.00% 0 100.00% 88.00%
928955 Alvarez, Danny 88.50% 1 100.00% 89.00%
3757056 Rodriguez R, Paola 95.20% 100.00% 95.00% 0 95.00%
4399261 Cortes, Anderson 83.90% 100.00% 89.00% 0 89.00%
3698514 Pedraza, Daniel 83.80% 66.70% 89.00% 3 90.00% 89.00%
4432110 Moncada, Maria 91.50% 100.00% 95.00% 15 88.90% 95.00%
4178485 De La Cruz, Elieth 95.50% 100.00% 95.00% 0 100.00% 95.00%
4366995 Ome, Rafael 94.30% 100.00% 95.00% 5 85.70% 95.00%
4373232 Garcia, Sebastian 85.30% 100.00% 88.00% 4 100.00% 88.00%
12-Apr 13-Apr 14-Apr 15-Apr
CSAT REAL GOAL CSAT REAL GOAL CSAT REAL GOAL CSAT
0 90.00% 0 90.00% 0
3 87.50% 91.00% 4 83.30% 91.00% 5 100.00% 91.00% 7
0 91.00% 0 91.00% 0
7 100.00% 91.00% 9 100.00% 91.00% 12 100.00% 91.00% 19
1 100.00% 91.00% 2 83.30% 91.00% 2 100.00% 91.00% 3
4 100.00% 91.00% 5 100.00% 91.00% 7 71.40% 91.00% 10
2 100.00% 91.00% 2 66.70% 91.00% 3 100.00% 91.00% 6
1 100.00% 91.00% 1 100.00% 91.00% 2 100.00% 91.00% 4
11 89.00% 22
7 100.00% 90.00% 10 100.00% 90.00% 15 100.00% 90.00% 29
2 100.00% 90.00% 2 66.70% 90.00% 3 100.00% 90.00% 5
3 100.00% 90.00% 4 83.30% 90.00% 5 66.70% 90.00% 8
2 100.00% 90.00% 3 100.00% 90.00% 4 100.00% 90.00% 6
3 100.00% 89.00% 4 100.00% 89.00% 5 100.00% 89.00% 8
3 100.00% 89.00% 3 100.00% 90.00% 4 90.00% 6
3 100.00% 95.00% 4
6 100.00% 89.00% 7 100.00% 89.00% 9 100.00% 89.00% 14
6 100.00% 89.00% 8 100.00% 89.00% 10 100.00% 89.00% 15
5 100.00% 95.00% 7 100.00% 95.00% 10 95.00% 20
1 100.00% 95.00% 1 95.00% 1
7 100.00% 95.00% 8 95.00% 11
2 100.00% 89.00% 2 50.00% 89.00% 3 100.00% 89.00% 5

19-Apr 20-Apr 21-Apr 22-Apr

CSAT REAL GOAL CSAT REAL GOAL CSAT REAL GOAL CSAT
0 90.00% 0 90.00% 0
4 100.00% 91.00% 5 50.00% 91.00% 6 91.00% 10
4 100.00% 91.00% 6 50.00% 91.00% 7 91.00% 11
1 100.00% 91.00% 1 100.00% 91.00% 2 91.00% 3
1 100.00% 91.00% 2 100.00% 91.00% 2 91.00% 4
5 100.00% 91.00% 7 100.00% 91.00% 9 91.00% 14
1 91.00% 1 91.00% 2 91.00% 4
5 100.00% 91.00% 7 100.00% 91.00% 10 91.00% 20
16 66.70% 89.00% 31
3 100.00% 90.00% 4 100.00% 90.00% 6 90.00% 11
2 100.00% 90.00% 2 100.00% 90.00% 3 90.00% 4
5 90.00% 7 90.00% 9 90.00% 13
4 100.00% 90.00% 5 100.00% 90.00% 6 90.00% 10
0 100.00% 89.00% 0 100.00% 89.00% 0 89.00% 1
1 83.30% 89.00% 1 100.00% 90.00% 1 90.00% 2
1 95.00% 1 1 1
0 89.00% 0 89.00% 0 89.00% 0
4 100.00% 89.00% 5 91.70% 89.00% 6 89.00% 9
19 100.00% 100.00% 25 100.00% 95.00% 38 95.00% 75
0 100.00% 100.00% 3 100.00% 95.00% 0
6 85.70% 95.00% 8 95.00% 10
5 87.50% 89.00% 7 100.00% 89.00% 9 89.00% 13
 16-Apr 17-Apr SET WEEK GOALS
REAL GOAL CSAT REAL GOAL CSAT Real Goal CSAT
90.00% 0 90.00% 0 #DIV/0! 90.00%
80.00% 91.00% 14 83.50% 90.80% 14
91.00% 0 100.00% 90.60%
100.00% 91.00% 37 100.00% 90.67% 37
100.00% 91.00% 6 96.66% 90.67% 6
100.00% 91.00% 20 89.68% 90.67% 20
0.00% 76.27% 90.60% 6
100.00% 90.60% 4
85.40% 88.33% 22
100.00% 94.45% 89.60% 29
100.00% 90.00% 9 87.90% 90.00% 9
87.50% 90.00% 15 89.58% 90.00% 15
60.00% 90.00% 11 93.33% 90.00% 11
100.00% 89.00% 15 95.00% 88.67% 15
90.00% 9 100.00% 90.00% 17 100.00% 89.67% 17
95.00% 6 100.00% 95.00% 11 100.00% 95.00% 11
66.70% 89.00% 28 94.45% 89.00% 28
100.00% 89.00% 30 93.33% 89.00% 30
95.83% 95.00% 20
100.00% 95.00% 2 100.00% 95.00% 4 100.00% 95.00% 4
100.00% 95.00% 17 100.00% 95.00% 33 100.00% 95.00% 33
50.00% 90.00% 9 79.17% 88.83% 9

23-Apr 24-Apr SET WEEK GOALS

REAL GOAL CSAT REAL GOAL CSAT Real Goal CSAT
90.00% 0 90.00% 0 #DIV/0! 90.00%
91.00% 19 77.77% 90.80% 19
91.00% 22 87.50% 90.67% 22
91.00% 5 95.00% 90.67% 5
91.00% 7 90.63% 90.67% 7
91.00% 27 90.00% 90.67% 27
100.00% 90.60% 4
100.00% 90.60% 20
76.87% 88.33% 31
95.83% 89.60% 11
90.00% 8 97.50% 90.00% 8
90.00% 26 83.35% 90.00% 26
90.00% 19 83.33% 90.00% 19
89.00% 1 91.68% 88.67% 1
90.00% 3 90.00% 5 94.43% 89.67% 5
95.00% 1 95.00% 2 100.00% 95.00% 2
89.00% 0 100.00% 89.00%
89.00% 18 87.10% 89.00% 18
97.23% 96.00% 75
95.00% 1 95.00% 1 100.00% 95.83% 1
95.00% 15 95.00% 30 90.47% 95.00% 30
90.00% 26 96.88% 88.83% 26
 11-Apr 12-Apr 13-Apr
VN USER CCMS NOMBRE
MTD REAL GOAL REAL GOAL REAL
vn52qwo 4403837 Franco, Jairo 350
vn51f1g 4056246 Gomez, Victoria 456 545 460 455
vn52ijs 4362699 Martinez, Ignacio 433 411 323
vn52pa3 4401796 Martinez, Jhon 535 501 470 562 470 684
vn52kap 4365225 Gascon, Edward 489 421 470 460 526
vn52a1j 4230118 Hoyos, Juana 461 434 450 385 450 454
vn51flo 4054596 Peralta, Maria 497 603 460 457 460 460
vn51vih 4176820 Castrillon, Miguel 542 509 460 631 460 588
vn52kaf 4366013 Cordero, William 472 425 450 404 450
vn51b8f 4006184 Vilalba, Nicolas 493 465 470 441 470 412
Vn52kce 4369640 Manzo, Christian 432 444 450 355 450 526
vn523dv 4251774 Florez, Olga 542 804 470 471 470 569
vn52pa7 4401878 Reyes, Nadia 478 482 460 589 460 357
vn0xhl9 2099200 Cardenas, Daniel 486 851 470 527 470 485
vn52a2a 928955 Alvarez, Danny 475 548 460 540
vn0tmfo 3757056 Rodriguez R, Paola 429 375 450 436 450 403
vn52p9p 4399261 Cortes, Anderson 510 491 470 564 470 492
vn51vio 3698514 Pedraza, Daniel 520 506 470 532 470 591
vn52v6v 4432110 Moncada, Maria 389 458 450 396 450 333
vn51vhq 4178485 De La Cruz, Elieth 405 450 450 454
Vn52kb7 4366995 Ome, Rafael 464 401 450 462 450 536
vn52pa8 4373232 Garcia, Sebastian 514 493 470 504 470 442

18-Apr 19-Apr 20-Apr

CCMS NOMBRE
MTD REAL GOAL REAL GOAL REAL
4403837 Franco, Jairo 350
4056246 Gomez, Victoria 456 361 460 373
4224768 Rojas, Maria 433 523 460 354 460 568
4401796 Martinez, Jhon 535 557 470 515 470 368
4365225 Gascon, Edward 489 404 460 459 455 383
4230118 Hoyos, Juana 461 448 450 576 450 430
4054596 Peralta, Maria 497 478 460 430 460
4176820 Castrillon, Miguel 542 502 460 495 460 355
4366013 Cordero, William 472 439 450 495 450
4006184 Vilalba, Nicolas 493 405 460 505 460 565
4369640 Manzo, Christian 432 408 450 334 450 431
4251774 Florez, Olga 542 426 460 562 460
4401878 Reyes, Nadia 478 338 460 439 460 389
2099200 Cardenas, Daniel 486 409 460 494 460 439
928955 Alvarez, Danny 475 499 460 383
3757056 Rodriguez R, Paola 429 388 450 450 458
4399261 Cortes, Anderson 510 434 470 470
3698514 Pedraza, Daniel 520 375 460 567 460 562
4432110 Moncada, Maria 389 388 450 325 450 387
4178485 De La Cruz, Elieth 405 257 450 464 450 494
4366995 Ome, Rafael 464 471 450 447 450 414
4373232 Garcia, Sebastian 514 514 470 544 470 561
13-Apr 14-Apr 15-Apr 16-Apr 17-Apr SET WEEK GOALS
GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL Real
#DIV/0!
460 473 460 444 460 300 460 443.4
367
465 599 460 593 460 574 460 585.5
460 482 460 453 460 355 460 447.4
450 505 450 455 450 444 450 446.167
460 485 455 438 455 488.6
460 571 460 469 460 553.6
450 414.5
465 544 465 350 465 442.4
450 434 445 415 445 442 445 436
470 390 470 479 470 521 470 539
460 441 460 427 460 470 460 461
468 437 465 447 460 418 460 527.5
460 495 460 460 460 429 460 503
450 450 477 450 422.75
470 483 470 487 470 461 470 496.333
470 492 465 507 465 537 460 527.5
450 338 450 450 381.25
450 250 450 374 450 374 450 363
450 450 460 450 460 450 463.8
470 487 465 564 465 460 498

20-Apr 21-Apr 22-Apr 23-Apr 24-Apr SET WEEK GOALS

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL Real
#DIV/0!
460 362 460 460 460 365.333
460 545 460 460 460 497.5
465 557 460 460 460 499.25
450 352 450 450 460 399.5
450 516 450 450 450 492.5
460 455 455 454
460 647 460 460 499.75
409 450 447.667
460 382 460 460 464.25
450 369 445 445 445 385.5
460 460 460 460 494
460 511 460 460 460 419.25
460 468 4600 460 460 452.5
460 450 460 460 460 460 444
450 450 450 423
470 470 470 470 434
460 452 460 460 460 489
450 330 450 450 357.5
475 411 450 450 450 406.5
450 450 450 450 444
470 531 465 465 460 537.5
SET WEEK GOALS
Goal
#DIV/0!
460
#DIV/0!
464.167
461.667
450
458
460
450
467
447.5
470
460
465.5
460
450
470
466.667
450
450
450
466.667

SET WEEK GOALS

Goal
#DIV/0!
460
460
464.167
454.167
450
458
460
450
460
447.5
460
460
1150
460
 450
470
460
450
454.167
450
466.667
 Gonzalez, Luis 2836 474 429 41 470
Cardenas, Daniel 161 465 26 1 27
Vilalba, Nicolas 231 448 36 4 40
Castrillon, Miguel 119 565 23 0 23
Pedraza, Daniel 180 526 26 3 29
De La Cruz, Elieth 0 #DIV/0! 0 0 0
Peralta, Maria 175 475 30 4 34
Gomez, Victoria 161 439 23 4 27
Hoyos, Juana 191 440 22 3 25
Alvarez, Danny 125 505 14 0 14
Victoria, Isabella 0 #DIV/0! 0 0 0
Rodriguez R, Paola 0 #DIV/0! 1 0 1
Florez, Olga 174 494 29 3 32
Bedoya, Juliana 0 #DIV/0! 0 0 0
Martinez, Ignacio 79 369 9 0 9
Gascon, Edward 186 443 26 1 27
Cordero, William 81 414 20 2 22
Ome, Rafael 0 #DIV/0! 4 0 4
Manzo, Christian 248 429 34 6 40
Garcia, Sebastian 182 495 21 5 26
Cortes, Anderson 166 494 22 2 24
Martinez, Jhon 156 582 26 0 26
Reyes, Nadia 221 464 36 2 38
Moncada, Maria 0 #DIV/0! 1 1 2
Franco, Jairo 0 #DIV/0! 0 0 0
De La Cruz, Elieth 73 430 6 0 6
Rodriguez R, Paola 111 413 17 0 17
Ome, Rafael 193 467 32 0 32
Moncada, Maria 216 376 23 3 26
91.28% 146 2
96.30% 6 0 Medium 1 TOP 7
90.00% 5 0 TOP 1 MEDIUM 13
100.00% 6 0 Medium 1 BOTTOM 1
89.70% 27 0 Medium 1
#DIV/0! 0 0 1 BOTTOM
88.20% 12 0 Medium 1
5% OM
85.20% 5 0 Medium 1
TOP
88.00% 2 0 Medium 1 33%
100.00% 4 0 Medium 1
#DIV/0! 0 0 1
100.00% 0 0 1
90.60% 6 0 Medium 1
#DIV/0! 0 0 1
100.00% 9 0 TOP 1
96.30% 4 0 TOP 1 MEDIUM
62%
90.90% 0 1 TOP 1
100.00% 0 0 1
85.00% 12 0 Medium 1 TOP MEDIUM BOTTOM
80.80% 16 0 Bottom 1
91.70% 3 1 Medium 1
100.00% 21 0 Medium 1
94.70% 8 0 Medium 1
50.00% 0 0 Medium 1
#DIV/0! 0 0 1
100.00% TOP 1
100.00% TOP 1
100.00% TOP 1
88.50% Medium 1
 OM
% OM

TOP
33%

DIUM
2%
 CCMS LOB Nombre Coach SME Sup
4403837 Voice Franco, Jairo Becerra, Ana Aragon, Juan Gonzalez, Luis
4056246 Voice Rojas, Maria Becerra, Ana Aragon, Juan Gonzalez, Luis
4401796 Voice Martinez, Jhon Becerra, Ana Aragon, Juan Gonzalez, Luis
4365225 Voice Gascon, Edward Becerra, Ana Aragon, Juan Gonzalez, Luis
4230118 Voice Hoyos, Juana Becerra, Ana Aragon, Juan Gonzalez, Luis
4054596 Voice Peralta, Maria Becerra, Ana Aragon, Juan Gonzalez, Luis
4176820 Voice Castrillon, Miguel Becerra, Ana Aragon, Juan Gonzalez, Luis
4366013 Voice Cordero, William Becerra, Ana Aragon, Juan Gonzalez, Luis
4006184 Voice Vilalba, Nicolas Becerra, Ana Aragon, Juan Gonzalez, Luis
4317212 Voice Victoria, Isabella Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
4369640 Voice Manzo, Christian Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
4251774 Voice Florez, Olga Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
4401878 Voice Reyes, Nadia Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
4373232 Voice Garcia, Sebastian Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
928955 Voice Alvarez, Danny Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
3757056 Spanish Rodriguez R, Paola Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
4399261 Voice Cortes, Anderson Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
3698514 Voice Pedraza, Daniel Rodirguez, Ricardo Naranjo, Santiago Gonzalez, Luis
2099200 Voice Cardenas, Daniel Gallo, Cesar Zarzalejo, Alexa Gonzalez, Luis
4224768 Voice Gomez, Victoria Gallo, Cesar Zarzalejo, Alexa Gonzalez, Luis
4432110 Spanish Moncada, Maria Gallo, Cesar Zarzalejo, Alexa Gonzalez, Luis
4178485 Spanish De La Cruz, Elieth Gallo, Cesar Zarzalejo, Alexa Gonzalez, Luis
4366995 Spanish Ome, Rafael Gallo, Cesar Zarzalejo, Alexa Gonzalez, Luis
4430286 Voice Sanabria, Nicolas Gallo, Cesar Zarzalejo, Alexa Roa, Nicole
4424118 Voice Grisales, Angela Gallo, Cesar Zarzalejo, Alexa Roa, Nicole
4369687 Voice Rodriguez, Juana Gallo, Cesar Zarzalejo, Alexa Roa, Nicole
4399262 Voice Ortiz, Julio Gallo, Cesar Zarzalejo, Alexa Roa, Nicole
 ACCM AM
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
Cardenas, Pablo Caro, Paula
 11-Apr 12-Apr 13-Apr 14-Apr
CSAT CSAT CSAT CSAT
REAL GOAL REAL GOAL REAL GOAL REAL
Cardenas Pablo 86.47% 89.78% 92.69 87.64
MTD
AHT AHT AHT AHT
REAL GOAL REAL GOAL REAL GOAL REAL
MTD 508 493 475 484

CSAT CSAT CSAT CSAT

REAL GOAL REAL GOAL REAL GOAL REAL
Gonzalez, Luis 93.10% 89% 89.13% 98.72 86.36
MTD

AHT AHT AHT AHT

REAL GOAL REAL GOAL REAL GOAL REAL
Gonzalez, Luis 476 470 481 494 482
MTD
14-Apr 15-Apr 16-Apr 17-Apr 18-Apr 19-Apr
CSAT CSAT CSAT CSAT CSAT CSAT
GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
91.44 89.18 89.41 87.62

AHT AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
466 442 436 464

CSAT CSAT CSAT CSAT CSAT CSAT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
92.54 82.86 95.45 85.87 93.02

AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
465 454 401 446 466
19-Apr 20-Apr 21-Apr 22-Apr 23-Apr 24-Apr
CSAT CSAT CSAT CSAT CSAT CSAT
GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

AHT AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

CSAT CSAT CSAT CSAT CSAT CSAT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
24-Apr 25-Apr 26-Apr 27-Apr 28-Apr 29-Apr
CSAT CSAT CSAT CSAT CSAT CSAT
GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

AHT AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

CSAT CSAT CSAT CSAT CSAT CSAT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL

AHT AHT AHT AHT AHT

GOAL REAL GOAL REAL GOAL REAL GOAL REAL GOAL REAL
29-Apr 30-Apr
CSAT CSAT
GOAL REAL GOAL

AHT AHT
GOAL REAL GOAL

CSAT CSAT
GOAL REAL GOAL

AHT
GOAL REAL GOAL
motivacionpersonalidad
exp vida personal

VN USER CCMS USUARIO NT NOMBRE

vn52qwo 4403837 franco.522 Franco, Jairo

vn51f1g 4056246 gomezmanrique.6 Gomez, Victoria
vn52be3 4224768 martinezcastillo.43 Rojas, Maria
vn52pa3 4401796 martinezmartinez.215 Martinez, Jhon
vn52kap 4365225 gasconmartinez.5 Gascon, Edward
vn52a1j 4230118 hoyoshurtado.5 Hoyos, Juana
vn51flo 4054596 peraltatrujillo.5 Peralta, Maria
vn51vih 4176820 castrillonhurtado.5 Castrillon, Miguel
vn52kaf 4366013 corderoromero.7 Cordero, William
vn51b8f 4006184 villalbasaray.5 Vilalba, Nicolas
Vn52kce 4369640 manzohernandez.5 Manzo, Christian
vn523dv 4251774 florezgomez.14 Florez, Olga
vn52pa7 4401878 Reyes, Nadia
vn0xhl9 2099200 CardenasGiraldo.6 Cardenas, Daniel
vn52a2a 928955 alvarezlopez.11 Alvarez, Danny
vn0tmfo 3757056 rodriguezromero.37 Rodriguez R, Paola

vn52p9p 4399261 vasquezcortes.5 Cortes, Anderson

vn51vio 3698514 pedraza.100 Pedraza, Daniel

vn52v6v 4432110 moncadaolmos.5 Moncada, Maria
vn51vhq 4178485 delacruzespinosa.5 De La Cruz, Elieth
omepena.6
Vn52kb7 4366995 Ome, Rafael
vn52pa8 4373232 garcia.5950 Garcia, Sebastian
 EMAIL TENURE AGE DOPE TEST

Jairo.FrancoArango@teleperformance.com 37 44 Peacock
Victoria.GomezManrique@teleperformance.com 441 20
Maria.RojasBenavides@teleperformance.com 229 24 Peacock
Jhon.MartinezMartinez@teleperformance.com 147 18 Owl
Edward.GasconMartinez@teleperformance.com 189 31 Peacock
juana.hoyoshurtado@teleperformance.com 220 18
Maria.PeraltaTrujillo@teleperformance.com 444 25
Miguel.CastrillonHurtado@teleperformance.com 336 21
William.CorderoRomero@teleperformance.com 189 22
Nicolas.VilalbaSaray@teleperformance.com 488 23 Peacock
Christian.ManzoHernandez@teleperformance.com 189 22 Owl
olga.florezgomez@teleperformance.com 266 45 Dove
Nadia.ReyesPulido@teleperformance.com 154 33 Owl
Daniel.CardenasGiraldo@teleperformance.com 667 25 Peacock
Danny.AlvarezLopez@teleperformance.com 227 Peacock
paola.rodriguezromero@teleperformance.com 667 29 Peacock

Anderson.VasquezCortes@teleperformance.com 140 31 Peacock

Daniel.PedrazaPerea@teleperformance.com 329 23 Dove

Maria.MoncadaOlmos@teleperformance.com 147
Elieth.DeLaCruzEspinosa@teleperformance.com 336 22 Dove
Rafael.OmePena@teleperformance.com 189
Sebastian.JordanGarcia@teleperformance.com 161 18 Owl
 GETTING TO KNOW YOU

EDUCATION ZERO
LEARNING STYLE GOALS (S/L) HOBBY
(request schedule) TOLERANCE

Visual / Práctica Viaje en Oct con la n No Carpinteria, ayudar a las personas.

Ascender Yes Floor support, ver peliculas, escuchar música, voley & actuar.
Comprar apto Yes Universidad, patinar, animales.
No Dormir, comer.
Viajar a Canadá No Comer
Graduarse Yes Comer, rumbear.
Viajar a Canadá Yes Ir a cine, playa, bailar, gym.

Graduarse ASAP Yes U-Economia

No Gym
Observing Empezar estudios No Deportista 37205144
Observing Mantener Familia No Madre cabeza familia 37206623
Read || Seeing Mantener Familia No Sports || Family || 37209462
Observando Mantener Familia No Sports || 2do trabajo 37210320

Observing Comprar apto No Second Job 37211764

Listening Mantener Familia No Second Job 37255012

Escuchando Mantener Familia No 2do trabajo

Observando Terminar estudios Si Deportes || Estudios

 REVIEW TUESDAY EOD PERSONAL INFO

BONUS UNIVERSITY PENDING TASK // ATT

Internet/POWER ADDRESS & CITY / DEPT
STRUCTURE SCHEDULE ALERTS

NO
scuchar música, voley & actuar. NO
Reduccion horaria
NO
NO
NO
CLARO / AIRE NO
NO
NO
NO
37205647 CLARO / EPM NO HIGH ATT RISK || STUDIES Medellín, Manrique Central calle 71
37207098 CLARO / AIRE NO HIGH ATT RISK || AUDIENCI Calle 78 # 55-140 apt 9A
37209595 CLARO / E.E.P NO NO
37210506 CLARO / CODENSA N/A NO CRA. 78h #65a45 Sur, Bogotá

37211916 ETB / CODENSA NO NO Cra. 17N 181C-03, Bogotá

37255157 TICO / EMCALI NO HIGH ATT RISK || AF Cra. 32 #34-69, Cali

37212690 CLARO / CELSIA NO HOLIDAYS IN MAY Cra 9 #104-106, Conjunto Bosques de

TIGO | Energía de Psi (Pending) Cra. 22D 3D Mz4 C9, Ciudadela Coman
ONAL INFO ASSETS

PHONE NUMBER CPU SCREEN 1 SCREEN 2 HEADSET CAMARA OTHER ASSET

3116889631 B182037 B195072 B194907 n/a n/a N/A

3185324210 B150591 B161445 B158945 n/a n/a N/A
3246830303 N/A
3057925484 MJ07Y9UZ B138409 N/A D14541 1942SJ00BC28 N/A
N/A
3106988373 B160892 MJ0BVMVW VKY08498 n/a n/a N/A
YC5DH9LZ3
3142649340 BR134291 912INUB36198 04445J 7451 DU363110824 N/A

3204515545 MJ09ATJF VKCR7650 VKCP1427 D04110 MT363127157 N/A

3226797548 TA8689 TA12239 TA6190 2644 Pendiente n/a

 PERFORMANCE

FEB MARCH APRIL TO QA

METRICS
IMPROVE SCORE
AHT CSAT AHT CSAT AHT CSAT
414.06 93.07% 373.09 92.38% 350 94.43% TOP QA 73.75
415.12 87.20% 405.78 89.29% 439 88.70% TOP QA 27.33
413.47 88.00% 411.73 90.12% 484 93.00% TOP AHT 56.33
489.7 92.60% 518.82 88.29% 544 98.70% MEDIUM AHT 84.83
508.51 91.43% 532.67 91.25% 471 95.60% MEDIUM AHT 91.60
445.98 84.38% 452.52 89.60% 459 87.90% MEDIUM AHT 86.20
419.82 86.11% 444.37 90.08% 490 89.60% MEDIUM AHT 90.80
502.05 88.60% 538.55 92.14% 540 95.20% MEDIUM AHT 86.00
471.82 90.80% 430.8 88.57% 468 85.40% BOTTOM CSAT 89.80
473.26 95.35% 496.28 84.21% 489 84.90% BOTTOM CSAT 82.50
377.61 92.37% 430.07 91.85% 430 89.20% TOP RCR 63.25
534.12 91.89% 477.86 86.92% 519 90.60% MEDIUM AHT 80.20
438.72 86.33% 454.41 82.95% 472 90.80% MEDIUM AHT 92.50
445.05 89.10% 471.44 92.63% 473 90.10% MEDIUM AHT 74.00
430.91 89.69% 417.65 81.88% 473 88.30% MEDIUM CSAT 84.00
411.24 96.00% 438.9 98.21% 431 94.90% MEDIUM CSAT 87.50
500 83.30%
466.55 95.24% 431.53 90.76% BOTTOM CSAT 72.00
453.93 92.06% 469.87 84,62% 517 84.50% BOTTOM CSAT 90.20
414.06 93.70% 419.95 93.55% 387 91.20% MEDIUM CSAT 88.80
511 95.52% 463.72 95.83% 382 95.50% TOP CSAT 82.60
507.31 96.15% 452.01 93.48% 466 94.00% MEDIUM CSAT 92.00
438.13 90.46% 475.39 90.35% 515 8470.00% BOTTOM CSAT 94.20
NAME DATE MONITOR
Franco, Jairo
Gomez, Victoria 345725
Martinez, Jhon 345725
Gascon, Edward 345725
Hoyos, Juana 345725
Peralta, Maria 345725
Castrillon, Miguel 345725
Cordero, William 345725
Vilalba, Nicolas 345725
Olga Florez 4/18/2022 96566779
Daniel Pedraza 18/04/2022 96563530
Manzo, Christian 4/12/2022 96462755
Manzo, Christian 4/11/2022 96465745
Florez, Olga 15-04-2022 96532810
Florez, Olga 14/04/2022 96448009
Reyes, Nadia 17/04/2022 96534518
Reyes, Nadia 16/04/2022 96533188
Cardenas, Daniel 4/12/2022 96570848
Cortes, Anderson 16/07/2022 96533060
Pedraza, Daniel 13/04/2022 96400706
Pedraza, Daniel 12/4/2022 96396940
Moncada, Maria 4432110 
De La Cruz, Elieth 345725 
Ome, Rafael 345725 
Garcia, Sebastian 313389 

NAME DATE MONITOR

Franco, Jairo
Gomez, Victoria
Rojas, Maria 18/04/2022 96580880
Martinez, Jhon 22/04/2022 96773742
Gascon, Edward 18/04/2022 96579531
Hoyos, Juana 21/04/2022 96732049
Peralta, Maria 22/04/2022 96777671
Castrillon, Miguel 22/04/2022 96773087
 Cordero, William 22/04/2022 96758631
Vilalba, Nicolas 21/04/2022 96725254
Manzo, Christian 20/04/2022 96644183
Reyes, Nadia 19/04/2022 96654641
Cardenas, Daniel
Alvarez, Danny 22/04/2022 96748392
Rodriguez R, Paola 22/04/2022 96757533
Pedraza, Daniel 19/04/2022 96645239
Moncada, Maria
De La Cruz, Elieth
Ome, Rafael
Garcia, Sebastian 21/04/2022 96693212
STELLA COMMENTS
CRPB USERS
220414-56913-1533-0000
220415-56411-1533-0000
220414-59093-1519-0000
220415-39338-5161-0001
220415-71027-1519-0000
220415-48741-5161-0001
220412-69276-1519-0000
220415-56569-1533-0001
220418-56966-5161-0000
220418-49890-5161-0002
220412-70195-5161-0000
220411-45800-1519-0000
220415-72457-6890-0000
220414-52022-1519-0002
220416-50351-1533-0000
220416-61538-5161-0001
220412-71945-1519-0000 Not found the monitor
220416-64132-5161-0000
220412-53046-1519-0000
220412-50341-5161-0000
220412-53987-1533-0001
220413-68654-1533-0002
220413-65765-1533-0000
 220414-58698-5161-0001

STELLA COMMENTS
CRPB USERS

-220417-51937-5161-0000
220422-48418-0051-0000
220418-36209-1533-0000
220420-52152-6890-0000
220422-72283-7818-0000
220421-54271-5161-0000
220421-60495-1519-0001
220421-77195-5161-0000
220419-46736-1533-0000
220419-58764-5161-0000

220422-45225-7818-0000
220420-54109-1519-0000
220419-64567-6890-0002

220420-52461-5161-0000
 AGENTS CCMS HRS Monday Tuesday Wednesday
Franco, Jairo 4403837 48 5:30 14:00 5:30 14:00 5:30 14:00
Gomez, Victoria 4056246 40 0:00 0:00 7:00 15:30 7:00 15:30
Martinez, Jhon 4401796 48 7:00 15:30 7:00 15:30 7:00 15:30
Gascon, Edward 4365225 48 5:00 13:30 5:00 13:30 5:00 13:30
Hoyos, Juana 4230118 40 4:00 9:00 5:30 14:00 5:30 15:00
Peralta, Maria 4054596 40 8:00 16:30 8:00 16:30 8:00 16:30
Castrillon, Miguel 4176820 36 7:00 15:30 7:00 15:30 7:00 15:30
Cordero, William 4366013 24 6:00 14:30 6:00 14:30 0:00 0:00
Vilalba, Nicolas 4006184 48 7:00 17:30 7:00 17:30 4:00 14:30
Rojas, Maria 4224768 48 7:00 15:30 7:00 15:30 7:00 15:30
AGENTS CCMS Monday Tuesday Wednesday Thursday
Franco, Jairo 4403837
Martinez, Jhon 4401796 DONE DONE DONE DONE
Gascon, Edward 4365225 DONE DONE DONE
Hoyos, Juana 4230118 DONE DONE DONE DONE
Peralta, Maria 4054596
Castrillon, Miguel 4176820 DONE DONE
Cordero, William 4366013 DONE DONE DONE
Vilalba, Nicolas 4006184 DONE DONE
Rojas, Maria 4224768 DONE DONE DONE

AGENTS BEHAVIORS
Franco, Jairo
Martinez, Jhon Call flow
Gascon, Edward Empathy
Hoyos, Juana Auth hold-charges
Peralta, Maria Ownership
Castrillon, Miguel Soft skills
Cordero, William Probing questions, show options
Vilalba, Nicolas Call flow

GLIDE PATH - CSAT Monday Tuesday Wednesday

AGENTS CCMS GOAL CSAT REAL GOAL CSAT REAL GOAL
Franco, Jairo 4403837
Martinez, Jhon 4401796 100
Gascon, Edward 4365225 100
Hoyos, Juana 4230118 100
Peralta, Maria 4054596 100
Castrillon, Miguel 4176820 100
Cordero, William 4366013 100
Vilalba, Nicolas 4006184 100
Rojas, Maria 4224768 100
GLIDE PATH - AHT Monday Tuesday Wednesday Thursday
 AGENTS CCMS GOAL REAL GOAL REAL GOAL REAL GOAL
Franco, Jairo 4403837
Martinez, Jhon 4401796 460 470
Gascon, Edward 4365225 460 460
Hoyos, Juana 4230118 460 450
Peralta, Maria 4054596
Castrillon, Miguel 4176820 460 450
Cordero, William 4366013 420
Vilalba, Nicolas 4006184 440 420
Rojas, Maria 4224768 460 460
 Thursday Friday Saturday Sunday
0:00 0:00 5:30 14:00 5:30 14:00 5:30 14:00 TOP
5:30 14:00 7:00 15:30 0:00 0:00 7:00 15:30 TOP
7:00 15:30 7:00 15:30 0:00 0:00 7:00 15:30 MEDIUM
5:00 13:30 5:00 13:30 0:00 0:00 5:00 13:30 MEDIUM
4:00 8:00 5:30 15:00 0:00 0:00 5:30 10:30 MEDIUM
8:00 16:30 8:00 16:30 0:00 0:00 0:00 0:00 MEDIUM
7:00 15:30 7:00 11:00 0:00 0:00 0:00 0:00 MEDIUM
6:00 14:30 0:00 0:00 0:00 0:00 0:00 0:00 BOTTOM
4:00 14:30 6:00 14:30 0:00 0:00 0:00 0:00 BOTTOM
7:00 15:30 7:00 15:30 0:00 0:00 7:00 15:30 MEDIUM
Thursday Friday Saturday Sunday

DONE Coaching
Monitoring
Survey Analysis

Wednesday Thursday Friday Saturday

CSAT REAL GOAL CSAT REAL GOAL CSAT REAL GOAL CSAT

3 100 2
5 100 5
5 100 1

5 100 5
100 2
5 100 4
5 100 1
Thursday Friday Saturday Sunday
REAL GOAL REAL GOAL REAL GOAL REAL
 Session Tracker
AGENT BEHAVIOR ID / DATE SESSION ID / DATE SESSION ID / DATE SESSION

Monitoring
Survey Analysis

Saturday Sunday
REAL GOAL CSAT REAL
ID / DATE SESSION ID / DATE SESSION
 CESAR & ALEXA TEAM
CCMS AGENTS Monday Tuesday Wednesday
POC : Luis Miguel
4432110 Moncada, Maria 6:00 14:30 6:00 16:30 6:00
4178485 De La Cruz, Elieth 6:00 14:30 6:00 14:30 6:00
4373232 Garcia, Sebastian 7:00 15:30 7:00 15:30 7:00
4366995 Ome, Rafael 7:00 15:30 7:00 15:30 7:00
CCMS AGENTS Monday Tuesday Wednesday
POC : Nicole
4430286 Sanabria, Nicolas 5:00 13:30 5:00 13:30 5:00
4424118 Grisales, Angela 6:00 14:30 6:00 14:30 6:00
4369687 Rodriguez, Juana 6:00 12:30 9:30 16:00 6:00
4399262 Ortiz, Julio 6:00 14:30 6:00 14:30 6:00

GLIDE PATH - CSAT Sunday 17TH Monday 18th Tuesday 19th

CCMS AGENTS GOAL REAL GOAL REAL GOAL
POC : Luis Miguel
4432110 Moncada, Maria 100 100
4178485 De La Cruz, Elieth 100 100
4373232 Garcia, Sebastian 100 100
4366995 Ome, Rafael 100 100 100
CCMS AGENTS Sunday 17TH Monday 18th Tuesday 19th
POC : Nicole GOAL REAL GOAL REAL GOAL
4430286 Sanabria, Nicolas 100 100
4424118 Grisales, Angela ...
4369687 Rodriguez, Juana 50 100 ...
4399262 Ortiz, Julio 100 81.8 100

GLIDE PATH - AHT Sunday 17TH Monday 18th Tuesday 19th

CCMS AGENTS GOAL REAL GOAL REAL GOAL
POC : Luis Miguel
4432110 Moncada, Maria 460 565 460
4178485 De La Cruz, Elieth 480 304 470
4373232 Garcia, Sebastian 470 480
4366995 Ome, Rafael 470 460 470 390 480
CCMS AGENTS Sunday 17TH Monday 18th Tuesday 19th
POC : Nicole GOAL REAL GOAL REAL GOAL
4430286 Sanabria, Nicolas 470 470
4424118 Grisales, Angela 470
4369687 Rodriguez, Juana 553 490 ...
4399262 Ortiz, Julio 470 506 470

ABS Y DESCONECIONES Sunday 17TH Monday 18th Tuesday 19th

CCMS AGENTS HORA REASON HORA REASON HORA
POC : Luis Miguel
4432110 Moncada, Maria

desconeci
on por
8:54:00 AM emergenc
ia // sin 6:48
11:49 am
luz
POWER OUTAGE- radicado
radicado air-e
6776000 INICIO 6778166
TURNO A LAS *verificad
4178485 De La Cruz, Elieth 6:00 AM 10:22AM. o*
4373232 Garcia, Sebastian
4366995 Ome, Rafael
CCMS AGENTS Sunday 17TH Monday 18th Tuesday 19th
POC : Nicole HORA REASON HORA REASON HORA
4430286 Sanabria, Nicolas
4424118 Grisales, Angela
4369687 Rodriguez, Juana
4399262 Ortiz, Julio

VN USER CCMS USUARIO NT NOMBRE EVENTO LUN 11 MAR 12

CSAT
AHT
Moncada, Maria QA
OTHER
MONITORS

CSAT
AHT
De la cruz,Elieth QA
OTHER
MONITORS

CSAT
AHT
Garcia Sebastian QA
OTHER
MONITORS

CSAT
AHT
Ome Rafael QA
OTHER
Ome Rafael

MONITORS

CSAT
AHT
QA
OTHER
MONITORS

CSAT
AHT
QA
OTHER
MONITORS

CSAT
AHT
QA
OTHER
MONITORS

CSAT
AHT
QA
OTHER
MONITORS
& ALEXA TEAM
Wednesday Thursday Friday Saturday Sunday DOPE TEST

14:30 6:00 16:30 6:00 14:30 0:00 0:00 0:00 0:00 Peacock
14:30 6:00 14:30 0:00 0:00 6:00 14:30 6:00 14:30 Dove
15:30 7:00 15:30 7:00 15:30 7:00 15:30 0:00 0:00 Peacock
15:30 0:00 0:00 7:00 15:30 7:00 15:30 7:00 15:30
Wednesday Thursday Friday Saturday Sunday

13:30 5:00 13:30 5:00 13:30 5:00 13:30 0:00 0:00

14:30 6:00 14:30 0:00 0:00 6:00 14:30 6:00 14:30
12:30 6:00 12:30 6:00 14:30 0:00 0:00 9:30 18:00
14:30 6:00 14:30 6:00 14:30 0:00 0:00 7:00 15:30

Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REAL GOAL REAL GOAL CSAT GOAL REAL GOAL REAL GOAL

100 100

Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REAL GOAL REAL GOAL CSAT GOAL REAL GOAL REAL GOAL
100 75

Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REAL GOAL REAL GOAL CSAT GOAL REAL GOAL REAL GOAL

Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REAL GOAL REAL GOAL CSAT GOAL REAL GOAL REAL GOAL
456 470
505 470
558 ...
456

Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REASON HORA REASON HORA REASON HORA REASON HORA REASON HORA
 VPN Y
CITRIX

coaching
Tuesday 19th Wednesday 20th Thursday 21st Friday 22nd Saturday 23rd Sunday 24TH
REASON HORA REASON HORA REASON HORA REASON HORA REASON HORA

MIE 13 JUE 14 VIE 15 SAB 16 DOM 17 LUN 18 MAR 19 MIE 20 JUE 21 VIE 22
 MEDIUM
TOP
BOTTOM
TOP

Sunday 24TH
REAL

Sunday 24TH
REAL

Sunday 24TH
REAL

Sunday 24TH
REAL

Sunday 24TH
REASON
Sunday 24TH
REASON

SAB 23 DOM 24 LUN 25 MAR 26 MIE 27 JUEV 28 VIE 29 SAB 30

VN USER CCMS USUARIO NT NOMBRE HRS WEEK MONDAY

vn52bdm 4317212 victoriavillalba.5 Victoria, Isabella 48 7:00 15:30

Vn52kce 4369640 manzohernandez.5 Manzo, Christian 48 7:00 15:30
vn523dv 4251774 florezgomez.14 Florez, Olga 48 7:00 15:30
vn52pa7 4401878 reyespulido.9 Reyes, Nadia 48 5:00 13:30
vn0xhl9 2099200 CardenasGiraldo.6 Cardenas, Daniel 48 7:00 15:30
vn52a2a 928955 alvarezlopez.11 Alvarez, Danny 48 0:00 0:00
vn0tmfo 3757056 rodriguezromero.37 Rodriguez R, Paola 40 6:00 14:30
vn52p9p 4399261 vasquezcortes.5 Cortes, Anderson 48 8:00 16:30
vn51vio 3698514 pedraza.100 Pedraza, Daniel 48 7:00 15:30

GLIDEPAD
14-Apr
VN USER CCMS USUARIO NT NOMBRE
GOAL AHT REAL AHT GOAL CSAT
vn52bdm 4317212 victoriavillalba.5 Victoria, Isabella n/a - n/a
Vn52kce 4369640 manzohernandez.5 Manzo, Christian 470 90% (4)
vn523dv 4251774 florezgomez.14 Florez, Olga 470 90% (4)
vn52pa7 4401878 reyespulido.9 Reyes, Nadia 400 90% (8)
vn0xhl9 2099200 CardenasGiraldo.6 Cardenas, Daniel 460 90% (6)
vn52a2a 928955 alvarezlopez.11 Alvarez, Danny 470 90% (4)
vn0tmfo 3757056 rodriguezromero.37 Rodriguez R, Paola 450 90% (5)
vn52p9p 4399261 vasquezcortes.5 Cortes, Anderson 470 90% (6)
vn51vio 3698514 pedraza.100 Pedraza, Daniel 480 90% (4)

VN USER CCMS USUARIO NT NOMBRE EVENTO LUN 11 MAR 12

CSAT
AHT
vn52bdm 4317212 victoriavillalba.5 Victoria, Isabella QA
OTHER
MONITORS

CSAT
AHT
Vn52kce 4369640 manzohernandez.5 Manzo, Christian QA 37205144
Vn52kce 4369640 manzohernandez.5 Manzo, Christian
OTHER 37205001
MONITORS
11 12
CSAT
AHT
vn523dv 4251774 florezgomez.14 Florez, Olga QA 37206623
OTHER 37206328
MONITORS

CSAT
AHT
vn52pa7 4401878 reyespulido.9 Reyes, Nadia QA 37209462
OTHER 37209257
MONITORS
11 12
CSAT
AHT
vn0xhl9 2099200 CardenasGiraldo.6 Cardenas, Daniel QA 37210320
OTHER 37210187
MONITORS

CSAT
AHT
vn52a2a 928955 alvarezlopez.11 Alvarez, Danny QA 37211387
OTHER 37211266
MONITORS
11 12
CSAT
AHT
vn0tmfo 3757056 rodriguezromero.37 Rodriguez R, Paola QA 37211764
OTHER 37211604
MONITORS

CSAT
AHT
vn52p9p 4399261 vasquezcortes.5 Cortes, Anderson QA 37255012
OTHER 37254778
MONITORS
11 12
CSAT
AHT
vn51vio 3698514 pedraza.100 Pedraza, Daniel QA
OTHER 37212182
MONITORS
 CSAT
AHT
García, Sebastián. QA
OTHER 37212182
MONITORS
 SCHEDULE

TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY

7:00 15:30 0:00 0:00 7:00 15:30 7:00 15:30 7:00

7:00 15:30 7:00 15:30 7:00 15:30 7:00 15:30 7:00
7:00 15:30 7:00 15:30 7:00 15:30 7:00 15:30 7:00
5:00 13:30 5:00 13:30 5:00 13:30 5:00 13:30 5:00
7:00 15:30 7:00 15:30 7:00 15:30 7:00 15:30 7:00
6:30 15:00 6:30 15:00 6:30 15:00 6:30 15:00 6:30
6:00 14:30 6:00 14:30 0:00 0:00 0:00 0:00 6:00
8:00 16:30 8:00 16:30 8:00 16:30 8:00 16:30 8:00
7:00 15:30 7:00 15:30 7:00 15:30 7:00 15:30 7:00

pr 15-Apr 16-Apr
REAL CSAT GOAL AHT REAL AHT GOAL CSAT REAL CSAT GOAL AHT REAL AHT GOAL CSAT REAL CSAT
-

MIE 13 JUE 14 VIE 15 SAB 16 DOM 17 LUN 18 MAR 19 MIE 20 JUE 21

37259789
37205647
4 DSAT REV 5 events
13 14 15 16 17 18 19 20 21
Coaching pending
37259789

37207098
96448009 1 DSAT REV

37257043

37209595
96444755 2 DSAT REV
13 14 15 16 17 18 19 20 21

37210506

37258427

37211465
96446567
13 14 15 16 17 18 19 20 21

37211916

37255584
37255680

37255157
96442800 1 DSAT REV
13 14 15 16 17 18 19 20 21

37212690
96396940
37212690
96396940
 PERFORMANCE
FEB MARCH APRIL
SATURDAY SUNDAY
AHT CSAT AHT CSAT AHT CSAT
15:30 7:00 15:30 457.85 85.41% 458.46 92.42% 454 94.70%
15:30 0:00 0:00 377.61 92.37% 430.07 91.85% 432 92.30%
15:30 0:00 0:00 534.12 91.89% 477.86 86.92% 535 92.10%
13:30 0:00 0:00 438.72 86.33% 454.41 82.95% 478 89.40%
15:30 0:00 0:00 445.05 89.10% 471.44 92.63% 478 88.40%
15:00 6:30 15:00 430.91 89.69% 417.65 81.88% 452 85.40%
14:30 6:00 14:30 411.24 96.00% 438.9 98.21% 448 87.50%
16:30 0:00 0:00 466.55 95.24% 431.53 90.76% 505 80.00%
15:30 0:00 0:00 453.93 92.06% 469.87 84,62% 508 79.50%

17-Apr 18-Apr 19
GOAL AHT REAL AHT GOAL CSAT REAL CSAT GOAL AHT REAL AHT GOAL CSAT REAL CSAT GOAL AHT

VIE 22 SAB 23 DOM 24 LUN 25 MAR 26 MIE 27 JUEV 28 VIE 29 SAB 30

22 23 24 25 26 27 28 29 30

22 23 24 25 26 27 28 29 30

22 23 24 25 26 27 28 29 30

22 23 24 25 26 27 28 29 30
CE

METRICS TO IMPROVE QA SCORE

TOP RCR 50.20

TOP RCR 63.25
MEDIUM AHT 80.20
MEDIUM AHT 92.50
MEDIUM AHT 74.00
MEDIUM CSAT 84.00
MEDIUM CSAT 87.50
BOTTOM CSAT 72.00
BOTTOM CSAT 90.20

19-Apr 20-Apr
REAL AHT GOAL CSAT REAL CSAT GOAL AHT REAL AHT GOAL CSAT REAL CSAT
GETTING TO KNOW YOU SKILL TRANSFER
(AGENT NAME) - CCMS

COACHING (DATE) - SKILL TRANSFER

KNOW

WHAT

WHY
HOW

DEMO

ROLE PLAY

FOLLOW UP EXPECT:

AGENT'S COMMITMENT:

SUP'S COMMITMENT / EXPECT:

In today's session we worked on

HUDDLE

3 - 8 AGENTS

ON THE FLY

Set expect 1 o 1 - 3 min max //

más tiempo con los bottom
revisando behaviors
 RAPID FIRE

Escuchar llamada en vivo y felicitar

o set expect

HOT LAP

Mientras esta tomando en la

llamada

Date
Master ID
Incident
Call Flow?

Strengths

MONITOR Weaks
 COACHING / DFM COACH CALL GETTING TO KNOW
(AGENT NAME) - CCMS

COACHING (DATE) - DFM

(G) GOAL:

(R) CURRENT:

(O) Options / obstacles:

(W) Will / Actions:

TOOLS agent has to accomplish it:

REQUEST FOR THE SUP:

AGENT'S COMMITMENT:

Date
FOLLOW UP SCHEDULE:
Master ID
Incident

SUP'S COMMITMENT / EXPECT:

In today's session we worked on Call Flow?

Strengths

Weaks

TOP, MEDIUM, BOTTOM FORmato getting to know you dope test formas de proposito/metas a cor
Self discover, start with TOP ccms
Role play health check
5 steps closing AOF compliance
planeacion T,M,B
TOP: Goals reminder COACHING Compliance

MEDIUM: Check on coached

behaviors
BOTTOM: Reminder follow up,
call listening SP DAILY TASK / DEADLINE / IN CHARGE
BOTTOM: Reminder follow up, call listening

Revisa que este pasando el

behavior coached. Hold y de pie o
desconectado para set exp

TOP, MEDIUM, BOTTOM

Positivo; lo estas haciendo muy
bien

Constructivo: Haces muy bien xxx,

ahora necesito que te enfoques
en xxx
Correctivo: (no está siguiendo
nada del coaching, set expect)

 4/4/2022
 198022007585
 220404-44996-2166-0000

Tone of voice over the bad news

delivery and Expectations
provided regarding the refund
time/frame.

Steps to resolve avoiding

unnecessary escalations to Billing
Department as the Time-frame
for the refund was not completed
until April 7th and the Empathy
Statement to acknowledge the
customer´s issues.
proposito/metas a cornombre /eeducacion hobby zero toleraCCMS / HCINTERNET/ESTRUCTURA DE BONUniversity / schedule
University / schedule