Maria Jose Jimenez

Mon Tue Wed

11:00 AM 11:00 AM 11:00 AM

Tuesday, August 29, 2023

Address: Los Yoses, 500 Sur de Spoon
Birthdate: 8/16/1973
Telephone:
E-mail:
8394-5634
maria.jimenez@motifinc.com
AHT
Phnname: Mary Jo
Employee #: 600018949
Team: UFO
Team Lead: Andres Venegas
Supervisor: Viviana Luthmer

Links
CARES WSPN SABRE
KANA
Survey Monkey Impact 360 WUPH Series1

Paymentech Confluence Webmail

Cares
Webmail
Avaya
Priceline Motif SABRE
Sine
QA Disputes Sidejacks 1 on 1 Kana ID
Tue 5:00 PM Thu 5:00 pm Tue 5:00 PM Thu 5:00 pm Confluence
 Thu Sat Sun
11:00 AM Off Off
Attendance GDS formats OT Tracker Log

uesday, August 29, 2023

CSAT Overall Performance

60% 10% 30%

30%; 30%

10%; 10%

60%; 60%

Series1

maria.jimenez@motifinc.com
mjimenezts-sj Team B52's
SJ TS Mjimenez "Carpe Diem"
63140

B52'
MQ Team Lead:
SJ TS Mjimenez Fhernando Ramirez
motif6000464

s
60%
10% #N/A
30%
Maria Jose Jimenez
September-10

Lateness Sunday
1-Sep 13 minutes Monday
9-Sep 7 minutes Tuesday
10-Sep 22 minutes Wednesday 1 X
23-Sep 15 minutes Thursday 2 X
Friday 3 X
Total: 57 minutes Saturday 4 X

Absentism Overtime Tracker:

24-Sep NCNS 7-Sep 4
27-Sep Sick Total time: 10-Sep 2
28-Sep Sick 12-Sep 1
36 11-Sep 8
13-Sep 2
Hours
Vacations
14-Sep 3
18-Sep 8
22-Sep 8

Request
Available days: 9
 AHT CSAT WUP GDS formats Log
H

5 12 19 26
6 X 13 X 20 X 27 S
7 X 14 X 21 X 28 S
8 X 15 X 22 X 29 X
9 X 16 X 23 X 30 X
10 X 17 X 24 N 31
11 18 25

Hours Available for

Hours
OT e OT?
Hours
il a b l Please
Hours
Ava Send an e-mail
Hours
! .
Hours
3 1 &
Sep 1
Hours To
Hours Walter

Oct Chamberlain
Log
PHN QA SCHQA EXCQA KANA

IMPROVEMENT OF THE DAY

CATEGORY %

Issue Correct way of doing

Previous day evaluations

Agent's comments
Maria Jose Jimenez
Weekly
Weekly Stats
Stats
Quiz; Row 10; Phone; Row 10;
100%; 29% 70%; 20%

Exch; Row 1
Sched; Row 10; 89%; 26%
90%; 26%

Monthly Performance

100%
Status: OT
50%
Total Score: 60%
0%
1-Sep 8-Sep 15-Sep 22-Sep

Monthly Stats

Monthly

Phone QA:

Phone QA:
C6-C 60 points
P1-A 5 Points
 P3 8 points

1-Aug 8-Aug 16-Aug

Phone 86 90 100
Exch 80 92 95
Sched 80 78 95
 Attendance GDS formats OT Tracker Log

yy Stats
Stats
Phone; Row 10; Phone Exch Sched Quiz Average
70%; 20% 1-Sep 70% 89% 90% 100% 100%
7-Sep 80% 80% 90% 100% 100%
14-Sep 96% 90% 100% 100% 100%
Exch; Row 10; 21-Sep 90% 100% 100% 90% 90%
89%; 26% 28-Sep 100% 80% 100% 100% 100%

erformance Top 3 points of improvement

Phone QA: Exchange QA: Sched QA:
Phone
C6-C 60 points C6-C 60 points 1.1 20 points
Exch
Sched P1-A 5 Points P1-A 5 Points 1.5 15 Points
Quiz P3 8 points P3 8 points 2.1 4 points

22-Sep
Improvement Plan Coaching Form

Monthly Stats Phone

Monthly Stats 120%

100%

80%

60%
Sched QA:
Exchange QA: 40%

20%
Exchange QA: Sched QA:
C6-C 60 points 1.1 20 points 0%
P1-A 5 Points 1.5 15 Points 1-Sep 8-Sep 15-Sep 22-Sep
 20%

0%
1-Sep 8-Sep 15-Sep 22-Sep
P3 8 points 2.1 4 points

24-Aug
92
88
96
g Form

p 22-Sep
p 22-Sep
 Average Talk Average Wrap Average Hold Average
Time Time Time Average AUX0 Average AUX8 Handling Time

7.66 2.61 3.14 1.23 0.10 14.74 Target

25.97% 8.86% 10.65% 4.17% 0.34% 50.00% 15
15
15
15
Average Handle Time Components 15
Average Talk Average Wrap Average Hold Average AUX0 Average AUX8 Average Moving
Date Time Time Time Average
Handling Time Handle time

7/1/2010 0.00 0.00 0.00 0.00 0.00 0.00 0.00

7/5/2010 9.38 1.06 1.95 0.05 0.00 12.43 6.22
7/6/2010 9.43 7.38 5.86 1.30 0.00 23.97 12.13
7/7/2010 7.89 1.60 1.59 0.15 0.50 11.73 12.03
7/8/2010 11.58 3.04 6.31 4.65 0.00 25.57 14.74

30.00

Comparar al agente con el average general

25.00

20.00

15.00

10.00

5.00

0.00 7/
Ha
7/1/2010 7/2
0.00 7/
Ha
7/1/2010 7/2
 Avrg AHT Components
Average AUX8; Row 15; 0.34%; 1%
Average AUX0; Row 15; 4.17%; 8%

Average Hold Time; Row 15;

10.65%; 21%
Average Talk Time; Row 15;
25.97%; 52%

Average Wrap Time;

Row 15; 8.86%; 18%

Daily AHT vrs. Moving AHT

30.00

7/8/2010; Average
25.00 7/6/2010; Average Handling Time; 25.57
Handling Time; 23.97
20.00

15.00
7/5/2010; Average 7/7/2010; Average
Handling Time; 12.43 Handling Time; 11.73
10.00

5.00

0.00 7/1/2010; Average

Handling Time; 0.00
7/1/2010 7/2/2010 7/3/2010 7/4/2010 7/5/2010 7/6/2010 7/7/2010 7/8/2010

Average Handling Time Moving Average Handle time Target

0.00 7/1/2010; Average
Handling Time; 0.00
7/1/2010 7/2/2010 7/3/2010 7/4/2010 7/5/2010 7/6/2010 7/7/2010 7/8/2010

Average Handling Time Moving Average Handle time Target

 7/8/2010; Average
Handling Time; 25.57

verage
; 11.73
Tipo de casos trabajados
cantidad

historico scores
grafico
Maria Jose Jimenez
Date PTR Tab Callout? Reason for callout Contact TL
AV
5-Jul-10 72445577168 None-Phone No
73342355112 None-Phone No
72586824168 Outbound Yes Airline Assistance DL
Passenger Notification Pax
82208541102 Outbound No
71907355112 Outbound No
72309527168 Outbound No
6-Jul-10 71622321168 None-Phone No
82412683102 None-Phone No
70962723112 None-Phone No
82644252102 None-Phone No
81448712102 None-Phone No
72351403101 None-Phone No
81486804102 Outbound Yes Airline Assistance DL
Airline Assistance DL
72370601168 None-Phone No
73576236112 None-Phone No
73037654112 None-Phone No
78190983102 None-Phone No
7-Jul-10 71935862101 None-Phone No
71935862101 Outbound No
82729037102 None-Phone No
71178252101 None-Phone No
73374013112 None-Phone No
73070496168 None-Phone No
70600979112 None-Phone No
72612206112 None-Phone No
71329591101 None-Phone No
71769300101 Outbound Yes Airline Assistance DL
Airline Assistance DL
8-Jul-10 71769300101 Outbound Yes Airline Assistance DL
Yes Passenger Notification Pax
68113992101 None-Phone No
72570113101 None-Phone No
79309219102 Outbound No
63436979168 None-Phone No
72504655168 None-Phone No
80105084102 None-Phone No
 73421454168 None-Phone No
77052776102 None-Phone No
73000266112 None-Phone No
73000266112 None-Phone No
9-Jul-10 81682653102 Outbound No
69562555101 Outbound No
72040530168 None-Phone No
72928531112 None-Phone No
72928531112 Outbound No
82367190102 Outbound No
81489317102 Outbound No
72040530168 None-Phone No
73074542168 None-Phone No
72620205101 None-Phone No
73691618112 None-Phone No
12-Jul-10 80979574102 Outbound No
81617786102 Outbound Yes Airline Assistance DL
Passenger Notification Pax
72431693101 Outbound No
72023880168 Outbound No
80702238102 Outbound No
81330389102 Outbound Yes Passenger Notification pax
71100219101 Outbound No
82627215102 Outbound No
69084597112 Outbound No
73247960112 Outbound No
79770040102 Outbound Yes Passenger Notification pax
72316050101 Outbound No
72204415101 Outbound No
71808568168 Outbound No
81674379102 None-Phone No
13-Jul-10 72380254112 Outbound Yes Passenger Notification Pax
82223298102 Outbound No
81780088102 Outbound No
72156963101 None-Phone No
68817596101 None-Phone No
68817596101 Outbound Yes Passenger Notification Pax
Airline Assistance A/L
83006279102 None-Phone No
82410223102 None-Phone No
69223620101 None-Phone No
82570212102 None-Phone No
79281498102 None-Phone No
73820251112 None-Phone No
14-Jul-10 73606569168 None-Phone No
 70713345112 None-Phone No
82719917102 None-Phone No
73849925112 None-Phone No
64316756101 None-Phone No
73451756168 None-Phone No
15-Jul-10 70758517101 None-Phone No
71653456101 None-Phone No
82871942102 None-Phone No
73893007112 None-Phone No
70236423101 None-Phone No
72583934101 None-Phone No
73612124112 None-Phone No
16-Jul-10 72083051168 None-Phone No
72478313101 None-Phone No
72141842101 None-Phone No
70484787168 None-Phone No
80651987102 None-Phone No
73523098112 None-Phone No
82816513102 None-Phone No
73612124112 None-Phone No
19-Jul-10 71254378168 Outbound No
71355542101 Outbound No
82090304102 Outbound No
82125203102 Outbound Yes Airline Assistance UA
72098988101 Outbound No
73272499112 Outbound No
*** 72785466101 Outbound No
69413746101 Outbound No
69413746101 Outbound No
68928431101 Outbound No
69021477101 Outbound No
82733907102 Outbound No
20-Jul-10 74044795112 None-Phone No
82765330102 None-Phone No
73123236101 None-Phone No
67252387168 None-Phone No
69335069112 None-Phone No
72911913101 Outbound No
79747977102 None-Phone No
21-Jul-10 71495275101 Outbound No
73562065168 Outbound No
73846390168 None-Phone No
69325294101 None-Phone No
83158047102 None-Phone No
83158047102 None-Phone No
 83411706102 None-Phone No
22-Jul-10 71501760168 None-Phone No
82047725102 None-Phone No
71987830101 None-Phone No
71987830101 Outbound Yes Airline Assistance VX
23-Jul-10 82572592102 None-Phone No
72159670101 None-Phone No
72206949112 None-Phone No
71776210101 None-Phone No
71919412101 None-Phone No
72216840101 None-Phone No
73369799112 None-Phone No
82881469102 None-Phone No
72647146112 None-Phone No
82161106102 None-Phone No
73827520112 None-Phone No
72376236112 None-Phone No
26-Jul-10 72825372112 None-Phone No
73652692168 None-Phone No
74098665112 None-Phone No
82577954102 None-Phone No
73442724168 None-Phone No
73890317112 None-Phone No
82358862102 Outbound Yes Passenger Notification
27-Jul-10 74282241112 None-Phone No
83680222102 None-Phone No
73133553112 None-Phone No
74282241112 None-Phone No
81692743102 None-Phone No
69189254112 None-Phone No
 Attendance GDS formats OT Tracke

Code Phone number

AV070597 by Andres

AV070692 by Andres
AV070691 by Andres

Case assigned for re-work

Case assigned for re-work

2 phone calls
2 phone calls

2 phone calls

1 phone calls
case reworked
OT Tracker Log