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    8 views10 pages

    Process

    Uploaded by

    Arnab Datta

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 10

    How to Calculate the CTR:

    Data from HPSM:


    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 00 / 00 / 00 and the To
    Date: Month / Date / Year / 23/ 59 / 59.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘Voice’.

    Step 09: Click on ‘Next’.

    Step 10: Click on ‘Search’ on top.

    Step 11: On the top right side, click on ‘Menu Bar’.

    Step 12: Click on ‘Export to Excel’.

    Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 15: Click on ‘Confirm’ Button.


    Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    How to Calculate the SLA:


    Data from HPSM:
    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 00 / 00 / 00 and the To
    Date: Month / Date / Year / 23 / 59 / 59.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘Voice’.

    Step 09: Click on ‘Next’.

    Step 10: Click on ‘Search’ on top.

    Step 11: On the top right side, click on ‘Menu Bar’.

    Step 12: Click on ‘Export to Excel’.

    Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.
    Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 15: Click on ‘Confirm’ Button.

    Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    How to Calculate the Shift Lead Parameters:


    Data from HPSM:
    Data One:

    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘Voice’.

    Step 09: Click on ‘Next’.

    Step 10: Click on ‘Search’ on top.


    Step 11: On the top right side, click on ‘Menu Bar’.

    Step 12: Click on ‘Export to Excel’.

    Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 15: Click on ‘Confirm’ Button.

    Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    Data Two:

    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘Voice’.

    Step 09: Click on ‘Next’.

    Step 10: Again Click on ‘Advanced Filter’.


    Step 11: On the right side, Click on ‘Add New Filter Criteria’.

    Step 12: Under Field in Incident, Scroll down and Select: ‘Guest Feedback’.

    Step 13: Under Comparisons, Scroll down and Select: ‘Is Empty’.

    Step 14: Click on ‘Search’ on top.

    Step 15: On the top right side, click on ‘Menu Bar’.

    Step 16: Click on ‘Export to Excel’.

    Step 17: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 18: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 19: Click on ‘Confirm’ Button.

    Step 20: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 21: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    Data Three:

    Step 01: Open the Interaction Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.
    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘SUP’.

    Step 09: Click on ‘Next’.

    Step 10: Click on ‘Search’ on top.

    Step 11: On the top right side, click on ‘Menu Bar’.

    Step 12: Click on ‘Export to Excel’.

    Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 15: Click on ‘Confirm’ Button.

    Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    Data Four:

    Step 01: Open the Interaction Queue.

    Step 02: Click on ‘Search’.

    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.
    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘SUP’.

    Step 09: Click on ‘Next’.

    Step 10: Again Click on ‘Advanced Filter’.

    Step 11: On the right side, Click on ‘Add New Filter Criteria’.

    Step 12: Under Field in Incident, Scroll down and Select: ‘SLA Breach’.

    Step 13: Under Comparisons, Scroll down and Select: ‘Equals’.

    Step 14: Under Value, Select: ‘True’.

    Step 15: Click on ‘Search’ on top.

    Step 16: On the top right side, click on ‘Menu Bar’.

    Step 17: Click on ‘Export to Excel’.

    Step 18: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 19: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 20: Click on ‘Confirm’ Button.

    Step 21: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 22: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    Data Five:

    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.


    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘SUP’.

    Step 09: Click on ‘Next’.

    Step 10: Click on ‘Search’ on top.

    Step 11: On the top right side, click on ‘Menu Bar’.

    Step 12: Click on ‘Export to Excel’.

    Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 15: Click on ‘Confirm’ Button.

    Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

    Data Six:

    Step 01: Open the Incident Queue.

    Step 02: Click on ‘Search’.


    Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
    Date: Month / Date / Year / 04 / 45 / 00.

    Step 04: Click on ‘Advanced Filter’.

    Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

    Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.

    Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

    Step 08: Under Value, Type: ‘SUP’.

    Step 09: Click on ‘Next’.

    Step 10: Again Click on ‘Advanced Filter’.

    Step 11: On the right side, Click on ‘Add New Filter Criteria’.

    Step 12: Under Field in Incident, Scroll down and Select: ‘Resolved Group’.

    Step 13: Under Comparisons, Scroll down and Select: ‘Equals’.

    Step 14: Under Value, Type: ‘CorpHD Admins’.

    Step 15: Click on ‘Next’.

    Step 16: Again Click on ‘Advanced Filter’.

    Step 17: On the right side, Click on ‘Add New Filter Criteria’.

    Step 18: Under Field in Incident, Scroll down and Select: ‘SLA Breached’.

    Step 19: Under Comparisons, Scroll down and Select: ‘Equals’.

    Step 20: Under Value, Select: ‘True’.


    Step 21: Click on ‘Search’ on top.

    Step 22: On the top right side, click on ‘Menu Bar’.

    Step 23: Click on ‘Export to Excel’.

    Step 24: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

    Step 25: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

    Step 26: Click on ‘Confirm’ Button.

    Step 27: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

    Step 28: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

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