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INDICADOR GENERAL
ACUMULADO vs Mayo vs A
Junio (Detalle)
INDICADOR GENERAL ACUMULADO CCA
Precisión de Calidad
Solución en Primer Contacto
INDICADOR POR
TOP 6 COORDINADORES
LÍNEA DE ATENCIÓN
PUESTO 1
PUESTO 2
PUESTO 3
PUESTO 10
PUESTO 11
PUESTO 12
NFORME DE CALIDAD CCAm
Cathe
R GENERAL INDICADOR GENERAL INDICADOR POR
DO vs Mayo vs ACUMULADO vs Mayo vsCOORDINADOR CCAm
Detalle) Junio (Detalle)
GENERAL ACUMULADO CCA
91.34%
Primer Contacto 89.47%
INDICADOR POR
RDINADORES
LÍNEA DE ATENCIÓN FCR CCA vs Demás
Operaciones
DIMAR FERNEY CASTELLANOS 94.57%
ALEJANDRO ALBORNOZ RINCON 94.40%
JHON EDINSON MORA RUIZ 92.82%
JIMMY FERNEY ACOSTA 89.48%
HECTOR SAMIR PEREZ 87.67%
Total Result 87.15%
INDICADOR
FECHA CALIDAD JUN MAY FCR JUN MAY %AFECT JUN MAY
JUEVES 1-Jul-10 88.28% 92.77% 87.01% 87.50% 90.38% 77.78% 12.50% 9.62% 22.22%
VIERNES 2-Jul-10 90.61% 90.12% 89.99% 90.24% 88.79% 87.10% 9.76% 11.21% 12.90%
SÁBADO 3-Jul-10 91.36% 91.10% 83.74% 91.18% 90.20% 80.46% 8.82% 9.80% 19.54%
DOMINGO 4-Jul-10 91.29% 90.81% 84.30% 90.91% 89.71% 80.33% 9.09% 10.29% 19.67%
LUNES 5-Jul-10 90.59% 90.55% 84.99% 89.08% 89.21% 80.65% 10.92% 10.79% 19.35%
MARTES 6-Jul-10 92.13% 90.93% 86.14% 91.43% 89.92% 82.04% 8.57% 10.08% 17.96%
MIÉRCOLES 7-Jul-10 91.73% 91.23% 84.75% 91.07% 90.22% 80.43% 8.93% 9.78% 19.57%
JUEVES 8-Jul-10 90.99% 91.13% 85.27% 89.68% 90.09% 81.55% 10.32% 9.91% 18.45%
VIERNES 9-Jul-10 91.11% 91.08% 85.47% 90.00% 90.05% 81.72% 10.00% 9.95% 18.28%
SÁBADO 10-Jul-10 91.33% 90.98% 85.37% 89.81% 89.71% 81.25% 10.19% 10.29% 18.75%
DOMINGO 11-Jul-10 91.58% 91.12% 86.13% 90.21% 89.82% 82.27% 9.79% 10.18% 17.73%
LUNES 12-Jul-10 91.09% 90.86% 86.71% 88.94% 89.35% 83.12% 11.06% 10.65% 16.88%
MARTES 13-Jul-10 91.13% 90.84% 86.57% 89.28% 89.38% 82.92% 10.72% 10.62% 17.08%
MIÉRCOLES 14-Jul-10 91.01% 90.74% 86.95% 89.38% 89.15% 83.76% 10.62% 10.85% 16.24%
JUEVES 15-Jul-10 90.83% 90.94% 86.96% 88.73% 89.41% 83.52% 11.27% 10.59% 16.48%
VIERNES 16-Jul-10 90.94% 90.74% 87.04% 88.97% 89.22% 83.63% 11.03% 10.78% 16.37%
SÁBADO 17-Jul-10 91.29% 90.81% 87.14% 89.52% 89.45% 83.89% 10.48% 10.55% 16.11%
DOMINGO 18-Jul-10 91.36% 90.92% 87.57% 89.64% 89.55% 84.79% 10.36% 10.45% 15.21%
LUNES 19-Jul-10 91.35% 90.75% 87.69% 89.49% 89.11% 84.96% 10.51% 10.89% 15.04%
MARTES 20-Jul-10 91.34% 90.42% 87.99% 89.47% 88.48% 85.31% 10.53% 11.52% 14.69%
CALIDAD
FCR
JUN MAY
5 2
12 4
15 17
21 24
26 30
26 37
27 46
32 50
37 53
42 66
46 72
51 79
53 90
55 95
59 101
65 102
67 102
70 106
75 114
81 120
I
FECHA CALIDAD JUN MAY FCR JUN MAY % AFECT JUN
JUEVES 1-Jul-10 88.28% 92.77% 87.01% 87.50% 90.38% 77.78% 12.50% 9.62%
VIERNES 2-Jul-10 92.10% 87.61% 91.21% 92.00% 87.27% 90.91% 8.00% 12.73%
SÁBADO 3-Jul-10 94.46% 93.40% 80.27% 95.00% 93.48% 76.79% 5.00% 6.52%
DOMINGO 4-Jul-10 90.35% 89.93% 85.69% 87.50% 88.24% 80.00% 12.50% 11.76%
LUNES 5-Jul-10 82.91% 89.09% 87.54% 66.67% 86.49% 81.82% 33.33% 13.51%
MARTES 6-Jul-10 95.42% 96.41% 89.66% 96.43% 100.00% 86.27% 3.57% 0.00%
MIÉRCOLES 7-Jul-10 90.31% 95.48% 74.87% 89.80% 94.44% 68.97% 10.20% 5.56%
JUEVES 8-Jul-10 88.07% 90.52% 88.63% 84.21% 89.36% 88.89% 15.79% 10.64%
VIERNES 9-Jul-10 92.00% 90.79% 88.43% 92.31% 89.80% 84.21% 7.69% 10.20%
SÁBADO 10-Jul-10 92.62% 89.95% 84.87% 88.68% 86.11% 79.03% 11.32% 13.89%
DOMINGO 11-Jul-10 97.85% 92.36% 91.08% 100.00% 90.91% 88.89% 0.00% 9.09%
LUNES 12-Jul-10 88.11% 86.62% 90.50% 81.25% 81.48% 88.71% 18.75% 18.52%
MARTES 13-Jul-10 91.41% 90.28% 85.48% 91.80% 90.00% 81.36% 8.20% 10.00%
MIÉRCOLES 14-Jul-10 89.85% 84.43% 90.44% 90.38% 75.00% 91.38% 9.62% 25.00%
JUEVES 15-Jul-10 89.01% 92.94% 87.19% 82.14% 92.00% 78.57% 17.86% 8.00%
VIERNES 16-Jul-10 92.64% 88.40% 91.65% 92.68% 86.96% 90.00% 7.32% 13.04%
SÁBADO 17-Jul-10 96.46% 92.19% 93.64% 97.73% 93.75% 100.00% 2.27% 6.25%
DOMINGO 18-Jul-10 97.90% 92.80% 91.78% 100.00% 91.43% 93.75% 0.00% 8.57%
LUNES 19-Jul-10 91.23% 84.71% 89.10% 87.72% 73.68% 86.89% 12.28% 26.32%
MARTES 20-Jul-10 91.09% 74.29% 91.84% 88.24% 57.14% 89.83% 11.76% 42.86%
CALIDAD
FCR
AFECTACIONES JUN MAY
4 5 2
4 7 2
1 3 13
1 6 7
3 5 6
2 0 7
5 1 9
9 5 4
3 5 3
6 5 13
0 4 6
12 5 7
5 2 11
5 2 5
10 4 6
3 6 1
1 2 0
0 3 4
7 5 8
2 6 6
COORDINADOR
ELIZABETH LOMBANA GONZALEZ
DIMAR FERNEY CASTELLANOS
ALEJANDRO ALBORNOZ RINCON
JHON EDINSON MORA RUIZ
WILSON YAYA NARANJO
RAFAEL ANTONIO MERCHAN
CESAR FABIAN MORALES DUQUE
DIOCELINA REY MANRIQUE
DIANA PEÑA ALARCON
ROBINSON PEÑA GUARDIA
JIMMY FERNEY ACOSTA
HECTOR SAMIR PEREZ
Total Result
CALIDAD
96.05%
94.57%
94.40%
92.82%
92.80%
92.09%
91.26%
91.05%
90.79%
90.21%
89.48%
87.67%
87.15%
SAC BOGOTA (69) SAC OCCIDENTE (68) SOP BOGOTA (4)
FECHA Diario Acumulado Diario Acumulado Diario Acumulado
JUEVES 1-Jul-10 89.74% 89.74% 98.37% 98.37% 58.28% 58.28%
VIERNES 2-Jul-10 89.42% 89.60% 94.33% 95.34% 97.27% 83.09%
SÁBADO 3-Jul-10 94.53% 90.19% 97.67% 95.60% 91.60% 86.92%
DOMINGO 4-Jul-10 95.60% 90.35% 98.60% 95.71% 82.50% 86.18%
LUNES 5-Jul-10 73.05% 89.39% 95.80% 95.71% 98.60% 86.68%
MARTES 6-Jul-10 93.62% 90.95% 98.28% 96.49% 99.16% 88.76%
MIÉRCOLES 7-Jul-10 93.62% 91.51% 93.96% 95.87% 96.63% 89.69%
JUEVES 8-Jul-10 93.03% 91.84% 80.89% 92.91% 80.05% 88.24%
VIERNES 9-Jul-10 89.86% 91.58% 92.91% 92.91% 88.66% 88.29%
SÁBADO 10-Jul-10 98.00% 92.33% 92.33% 92.82% 92.06% 88.86%
DOMINGO 11-Jul-10 98.13% 92.60% 99.30% 93.07% 95.45% 89.32%
LUNES 12-Jul-10 80.07% 91.77% 82.28% 92.29% 87.35% 89.00%
MARTES 13-Jul-10 93.37% 91.94% 91.21% 92.21% 87.06% 88.75%
MIÉRCOLES 14-Jul-10 90.13% 91.78% 90.86% 92.11% 88.92% 88.76%
JUEVES 15-Jul-10 88.57% 91.52% 87.08% 91.65% 84.75% 88.58%
VIERNES 16-Jul-10 97.67% 91.90% 97.80% 91.94% 83.46% 88.15%
SÁBADO 17-Jul-10 97.43% 92.35% 92.43% 91.97% 98.46% 88.66%
DOMINGO 18-Jul-10 97.90% 92.45% - 91.97% 96.50% 88.82%
LUNES 19-Jul-10 88.29% 92.16% 93.98% 92.10% 98.60% 89.27%
MARTES 20-Jul-10 84.48% 91.90% 95.80% 92.12% 98.37% 89.52%
SOP OCCIDENTE (29) SAC PYMES (22) SOP PYMES (5) TIPO 1 (124)
Diario Acumulado Diario Acumulado Diario Acumulado Diario Acumulado
94.30% 94.30% - - - - - -
96.68% 95.25% 97.90% 97.90% 81.78% 81.78% 88.40% 88.40%
98.43% 96.16% - 97.90% - 81.78% - 88.40%
99.30% 96.55% - 97.90% - 81.78% - 88.40%
85.98% 94.44% - 97.90% - 81.78% 48.90% 68.65%
99.53% 95.10% 95.98% 96.36% 96.50% 90.19% 74.80% 71.73%
75.84% 88.87% 95.80% 96.27% 97.67% 91.51% 95.80% 76.54%
96.36% 89.83% 99.30% 97.48% 81.41% 88.57% 97.90% 80.10%
96.27% 90.29% 93.70% 97.14% 96.42% 89.92% - 80.10%
93.29% 90.77% 94.40% 96.91% 87.82% 89.61% 43.30% 74.84%
100.00% 90.95% - 96.91% - 89.61% - 74.84%
90.01% 90.72% 97.90% 97.11% 97.53% 91.68% 79.06% 76.60%
81.53% 89.53% 98.95% 97.49% 98.91% 92.86% 96.50% 80.58%
97.93% 90.41% 100.00% 97.84% 69.23% 90.19% 98.25% 84.30%
91.50% 90.51% 97.90% 97.84% 86.92% 89.78% 95.10% 85.77%
95.72% 90.77% 98.25% 97.87% 89.26% 89.74% 76.20% 84.98%
97.80% 91.23% - 97.87% 96.73% 90.01% 98.25% 86.00%
99.30% 91.38% - 97.87% - 90.01% - 86.00%
84.19% 90.78% 87.73% 96.56% 97.46% 90.70% 96.03% 87.03%
92.65% 90.81% 100.00% 96.67% 98.25% 90.87% - 87.03%
MES JULIO
69 SAC
4 SOPORTE
69 SAC
4 SOPORTE
68 SAC
5 SOPORTE
68 SAC
5 SOPORTE
69 SAC
4 SOPORTE
4 SOPORTE
29 SOPORTE
69 SAC
124 TIPO 1
124 TIPO 1
69 SAC
68 SAC
29 SOPORTE
69 SAC
29 SOPORTE
29 SOPORTE
30 SAC
69 SAC
68 SAC
68 SAC
4 SOPORTE
4 SOPORTE
68 SAC
68 SAC
5 SOPORTE
4 SOPORTE
68 SAC
69 SAC
68 SAC
68 SAC
29 SOPORTE
5 SOPORTE
4 SOPORTE
124 TIPO 1
68 SAC
69 SAC
68 SAC
124 TIPO 1
68 SAC
29 SOPORTE
124 TIPO 1
4 SOPORTE
29 SOPORTE
69 SAC
68 SAC
4 SOPORTE
69 SAC
68 SAC
29 SOPORTE
29 SOPORTE
4 SOPORTE
68 SAC
4 SOPORTE
69 SAC
5 SOPORTE
5 SOPORTE
OPERACION Average - EXTENSION
INHOUSE 92.55%
CCA 91.34%
OUTSOURCING 89.89%
ICC 89.49%
ATENTO 88.83%
MULTIVOICE 85.36%
TELEMERCADEO 64.09%
Total Result 83.61%