Spreadsheet: 453976d1459547304-slicer-sample-sheet
Sheet: Defect Analyis

 |  | Agent Name | Category Name | WK2 | WK3 | WK4
 |  | HARRY | ACTIVE LISTENING & RESPONSIVENESS | 0 | 0 | 0.01886792452830189
 |  |  | CLOSING SCRIPT | 0 | 0 | 0.05660377358490566
 |  |  | Customer Education/Setting Expect. | 0 | 0 | 0.01886792452830189
 |  |  | DEAD AIR MANAGEMENT | 0 | 0 | 0.03773584905660377
 |  |  | EMPATHY/ASSURANCE/OWNERSHIP | 0 | 0 | 0.01886792452830189
 |  |  | Linear Logical steps | 0 | 0 | 0.01886792452830189
 |  |  | Pitch in for CSAT | 0 | 0 | 0.05660377358490566
 |  |  | Probing | 0 | 0 | 0.01886792452830189
 |  |  | RAPPORT BUILDING | 0 | 0 | 0.01886792452830189
 |  |  | Ticket no provided | 0 | 0 | 0.01886792452830189
 |  | [NAME] | CALL CONTROL | 0.03846153846153846 | 0 | 0
 |  |  | CLOSING SCRIPT | 0 | 0 | 0.01886792452830189
 |  |  | DEAD AIR MANAGEMENT | 0.03846153846153846 | 0.0125 | 0
 |  |  | Effective usage of resources | 0.03846153846153846 | 0 | 0
 |  |  | EMPATHY/ASSURANCE/OWNERSHIP | 0.03846153846153846 | 0 | 0
 |  |  | HOLD PROCEDURE - Thanking the user | 0 | 0 | 0.01886792452830189
 |  |  | Probing | 0.03846153846153846 | 0 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0.01886792452830189
 |  | JACK | Categorization | 0 | 0.0125 | 0
 |  |  | CLOSING SCRIPT | 0 | 0.0125 | 0
 |  | CHARLIE | CLOSING SCRIPT | 0 | 0.0125 | 0
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0
 |  |  | TRANSFER PROCEDURE | 0 | 0.0125 | 0
 |  | ALFIE | Categorization | 0.03846153846153846 | 0 | 0
 |  |  | Customer Education/Setting Expect. | 0 | 0.0125 | 0
 |  |  | DEAD AIR MANAGEMENT | 0.03846153846153846 | 0 | 0
 |  |  | Documentation accuracy | 0.03846153846153846 | 0 | 0
 |  |  | Follow up on the tickets | 0.03846153846153846 | 0 | 0
 |  |  | INTONATION AND TONE | 0.03846153846153846 | 0 | 0
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0.03773584905660377
 |  |  | Prioritization | 0.03846153846153846 | 0 | 0
 |  |  | RAPPORT BUILDING | 0.03846153846153846 | 0.0125 | 0
 |  |  | Select approp. Status | 0.03846153846153846 | 0 | 0
 |  |  | Ticket no provided | 0.03846153846153846 | 0 | 0.03773584905660377
 |  |  | VOLUME/RATE OF SPEECH | 0 | 0 | 0.01886792452830189
 |  | THOMAS | Categorization | 0 | 0.025 | 0
 |  |  | CLOSING SCRIPT | 0 | 0.0125 | 0.01886792452830189
 |  |  | DEAD AIR MANAGEMENT | 0 | 0 | 0.01886792452830189
 |  |  | Documentation accuracy | 0 | 0.0125 | 0
 |  |  | FURTHER ASSISTANCE | 0 | 0 | 0.01886792452830189
 |  |  | HOLD PROCEDURE - Seeking permission | 0 | 0 | 0.01886792452830189
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0
 |  |  | RAPPORT BUILDING | 0 | 0.0125 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0
 |  |  | Verify/Update User's A/c details | 0 | 0.0125 | 0
 |  |  | VIP process followed | 0 | 0 | 0.01886792452830189
 |  | JACOB | Customer Education/Setting Expect. | 0 | 0 | 0.01886792452830189
 |  |  | HOLD PROCEDURE - Reason for hold | 0 | 0 | 0.01886792452830189
 |  |  | VOLUME/RATE OF SPEECH | 0 | 0 | 0.01886792452830189
 |  | DANIEL | CLOSING SCRIPT | 0 | 0.0125 | 0
 |  |  | DEAD AIR MANAGEMENT | 0 | 0.0125 | 0
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0
 |  | [NAME] | CLOSING SCRIPT | 0 | 0.0125 | 0
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0
 |  |  | Verified resolution & Recapped | 0 | 0.0125 | 0
 |  | NOAH | CLOSING SCRIPT | 0 | 0 | 0.01886792452830189
 |  |  | PARAPHRASING | 0 | 0 | 0.01886792452830189
 |  |  | Pitch in for CSAT | 0 | 0 | 0.03773584905660377
 |  | ALEXANDER | FURTHER ASSISTANCE | 0 | 0 | 0.01886792452830189
 |  |  | Pitch in for CSAT | 0 | 0.0125 | 0
 |  |  | Ticket no provided | 0 | 0.0125 | 0