Spreadsheet: 92475d1292023883-pivot-tables-and-data-analysys-aqp-excel-assessment
Sheet: Evaluation Summary

S.NO | SOEID | Associate Name | Reporting Manager | Numerator | Denominator | Overall Quality Score | [NAME] | Rating | Call Split | Contact Reason | DSAT Reason | C-SAT / D-SAT Reasons  ( Free Type) | FCR  Achieved | First Instance of CCIP | CCIP Detail | Second Instance of CCIP | CCIP Detail | Third Instance of CCIP | CCIP Detail | CCIPs | Service Fail | Service Fail Reason | Service Fail Details | TME Comments (Free Type)
1 | NS53965 | [NAME] | SB | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
2 | UR57663 | [NAME] | SB | 85 | 120 | 0.7083333333333334 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
3 | BP56363 | [NAME] | SB | 70 | 120 | 0.5833333333333334 | 0 | <= 6 | Customer Services | REPLACEMENT CARD | [NAME] |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
4 | RK25575 | Rajneesh Kumar | SB | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | REPLACEMENT CARD |  |  | Yes
5 | PB57666 | Priti Bhatt | SB | 60 | 120 | 0.5 | 1 | 7 or 8 | Customer Services | PAY BY PHONE | LACK OF ACKNOWLEDGEMENT |  | Yes
6 | RB65648 | [NAME] | SB | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
7 | SC38617 | [NAME] | NK | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | Online payment |  |  | Yes
8 | TD32465 | Thangmeichon Duidang | NK | 0 | 120 | 0 | 0 | 9 or 10 | E Services | Online payment |  |  | Yes |  |  |  |  |  |  | 1 | Yes | Verification Fail | Ver Fail - NAME - Complete Name
9 | AK45458 | Alienla K | NK | 115 | 120 | 0.9583333333333334 | 1 | <= 6 | Customer Services | BT INQUIRY | process & procedure |  | Yes
10 | PG38659 | [NAME] | AN | 0 | 120 | 0 | 0 | <= 6 | Customer Services | FEW BLOCK | COURTESY |  | Yes |  |  |  |  |  |  |  | Yes | Regulation Fail | Reg Fail - Dual Party Consent Scripting | Call was also marked as a service fail due to call opening delay
11 | MD76218 | Mandeep Dhanjal | AN | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes
12 | HJ75890 | Honey Jaiswal | AN | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Hint
13 | IA85125 | [NAME] | AN | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | Online payment |  |  | Yes
14 | TG11122 | [NAME] Gauba | YP | 5 | 120 | 0.04166666666666666 | 1 | <= 6 | E Services | ONLINE ADD/REMOVE | ACTIVE LISTENING / COMPREHENSION |  | Yes
15 | RB11102 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
16 | RM65650 | Rupesh Maurya | NK | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
17 | SN38612 | [NAME] | NK | 65 | 120 | 0.5416666666666666 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-High | Procedure Incorrect - Card Activation |  |  |  |  | 1
18 | SR32464 | Sandeep Rai | NK | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | TRANSACTION INQUIRY/DISPUTE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure |  |  | 2
19 | MS26461 | [NAME] | NK | 55 | 120 | 0.4583333333333333 | 1 | <= 6 | Customer Services | STATEMENT REQUEST / INQUIRY | PROACTIVE SERVICE |  | No
20 | MS22730 | Md. Moazzam Siddiqui | NK | 65 | 120 | 0.5416666666666666 | 1 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | TONE/ INTONATION/ PITCH |  | Yes
21 | DS40268 | [NAME] rawat | NK | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | Customer Services | CLOSE A/C |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure |  |  |  |  | 1
22 | NT65643 | [NAME] | NK | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | Customer Services | PAY BY PHONE |  |  | Yes | Yes-High | Procedure Incorrect - PBP |  |  |  |  | 1
23 | GO65632 | [NAME] | NK | 110 | 120 | 0.9166666666666666 | 1 | <= 6 | Customer Services | CARD [NAME] | PROACTIVE SERVICE |  | Yes
24 | AA85587 | [NAME] | AN | 85 | 120 | 0.7083333333333334 | 0 | 7 or 8 | E Services | ONLINE ADD/REMOVE | TONE/ INTONATION/ PITCH |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
25 | AQ92766 | [NAME] | AN | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
26 | AQ16692 | [NAME] | AN | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
27 | AS11140 | Ashish Singh | AN | 30 | 120 | 0.25 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | PROACTIVE SERVICE |  | No
28 | JS32448 | [NAME] | AN | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | PAYMENT INQUIRY / INFORMATION |  |  | Yes
29 | CN53977 | Chaitali Narayan | AN | 105 | 120 | 0.875 | 0 | 9 or 10 | Customer Services | TRANSACTION INQUIRY/DISPUTE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
30 | EK75893 | [NAME] | AN | 10 | 120 | 0.08333333333333333 | 1 | 7 or 8 | E Services | ONLINE ADD/REMOVE | CALL MANAGEMENT |  | Yes
31 | RR75892 | [NAME] | AN | 50 | 120 | 0.4166666666666667 | 1 | 7 or 8 | E Services | ONLINE VAN | PROACTIVE SERVICE |  | No
32 | AA30525 | [NAME] | AN | 90 | 120 | 0.75 | 1 | 7 or 8 | Customer Services | Balance Inquiry | [NAME] |  | Yes
33 | GM11117 | [NAME] | YP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
34 | NP11112 | [NAME] | YP | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONLINE/PAPERLESS STATEMENT | LACK OF EMPATHY |  | Yes
35 | SK11106 | [NAME] | YP | 0 | 120 | 0 | 0 | <= 6 | E Services | ONLINE ADD/REMOVE | TONE/ INTONATION/ PITCH |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
36 | EK26448 | [NAME] | YP | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | Customer Services | PAY BY PHONE | LACK OF EMPATHY |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
37 | EM26464 | [NAME] | YP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
38 | SL26466 | [NAME] | YP | 80 | 120 | 0.6666666666666666 | #N/A | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-High | Procedure Incorrect - Travel Notification
39 | MP26469 | [NAME] | YP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | Online payment |  |  | Yes
40 | PC38614 | Pankaj Chetry | YP | 80 | 120 | 0.6666666666666666 | 1 | 7 or 8 | E Services | ONLINE ADD/REMOVE | PROACTIVE SERVICE |  | No
41 | MN38649 | [NAME] | YP | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
42 | SS19887 | Sandeep Solanki | YP | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | Customer Services | PAYMENT INQUIRY / INFORMATION | incomplete information |  | Yes | Yes-High | Procedure Incorrect - Travel Notification | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
43 | RS45478 | Rohit R Sumbrui | YP | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | E Services | ONLINE ADD/REMOVE | INCORRECT INFORMATION |  | Yes | Yes-High | Information INCORRECT (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
44 | MB53966 | [NAME] | YP | 20 | 120 | 0.1666666666666667 | 1 | <= 6 | E Services | ONLINE OTHERS | ACTIVE LISTENING / COMPREHENSION |  | No
45 | GV38656 | Garima Verma | SB | 55 | 120 | 0.4583333333333333 | 0 | 7 or 8 | Customer Services | CARD [NAME] | COURTESY |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
46 | NV85120 | [NAME] | SB | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | Customer Services | CARD DECLINED |  |  | Yes | Yes-High | Procedure Incorrect - FEW block removal
47 | LS81528 | Soloman [NAME] | SB | 65 | 120 | 0.5416666666666666 | 0 | 7 or 8 | E Services | ONLINE REGISTRATION | PROACTIVE SERVICE |  | Yes | Yes-High | Procedure Incorrect - Hint
48 | SD53513 | [NAME] | SB | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes
49 | HB85122 | [NAME] | SB | 95 | 120 | 0.7916666666666666 | 1 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes
50 | NV85457 | Nisha Verma | SB | 45 | 120 | 0.375 | 0 | <= 6 | Customer Services | TRANSACTION INQUIRY/DISPUTE | PROCESS KNOWLEDGE |  | No | Yes-High | Information INCORRECT (Pls comment)
51 | [NAME] | Yashoda Rai | SB | 65 | 120 | 0.5416666666666666 | 0 | 7 or 8 | E Services | ONLINE ADD/REMOVE | [NAME] |  | No | Yes-High | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
52 | MS95553 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
53 | MM93005 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
54 | SG85456 | [NAME] | SB | 45 | 120 | 0.375 | 0 | <= 6 | E Services | ONILINE LOGIN ISSUE | [NAME] |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
55 | AS45461 | Ashish Sharma | BP | 60 | 120 | 0.5 | 0 | 9 or 10 | Customer Services | BT INQUIRY |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
56 | PR53736 | Prashant Rautela | BP | 105 | 120 | 0.875 | 0 | 9 or 10 | Customer Services | BT INQUIRY |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
57 | RA76205 | [NAME] | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes
58 | SS57648 | Shveta Sharma | BP | 0 | 120 | 0 | 0 | <= 6 | E Services | ONLINE OTHERS | BEHAVIOR - CALL AVOIDANCE / HOLD / MUTE |  | No |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail  - BLATANT PHONE ABUSE
59 | AW53718 | [NAME] | BP | 85 | 120 | 0.7083333333333334 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
60 | RP20983 | [NAME] | NK | 70 | 120 | 0.5833333333333334 | 1 | 7 or 8 | E Services | ONLINE VAN | PROCESS KNOWLEDGE |  | No
61 | KS92203 | [NAME] | NK | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONLINE REGISTRATION | process & procedure |  | Yes
62 | PS81474 | Prashant Singh | MH | 65 | 120 | 0.5416666666666666 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-High | Information INCOMPLETE (Pls comment) |  |  |  |  | 1
63 | JB98814 | [NAME] | MH | 65 | 120 | 0.5416666666666666 | 0 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
64 | JB98815 | [NAME] | MH | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONLINE REGISTRATION | TONE/ INTONATION/ PITCH |  | Yes
65 | KS80129 | [NAME] | MH | 60 | 120 | 0.5 | 0 | <= 6 | Customer Services | REPLACEMENT CARD | [NAME] |  | Yes | Yes-Low | Information INCORRECT (Pls comment) |  |  |  |  | 1
66 | SS02325 | Simranjit Singh | MH | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes
67 | SR40260 | [NAME] | BP | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure | Yes-Low | Procedure Incorrect - Other (Pls comment)
68 | MR76216 | Maria Reshma | BP | 20 | 120 | 0.1666666666666667 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | LACK OF ACKNOWLEDGEMENT |  | No | Yes-Low | Procedure Incorrect - Other (Pls comment)
69 | RS68071 | Ranjit Sharma | BP | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
70 | PZ79180 | [NAME] | BP | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
71 | MC31916 | M.Purnimashi Chanu | BP | 85 | 120 | 0.7083333333333334 | 0 | 7 or 8 | Customer Services | LATE FEE/FINANCE CHARGE/PAST DUE ADJ | PROCESS & PROCEDURE |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
72 | DL26462 | Dinesh Lohiya | NK | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes | Yes-High | Procedure Incorrect - FEW block removal |  |  |  |  | 1
73 | EJ30550 | [NAME] | MH | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | Customer Services | TRANSACTION INQUIRY/DISPUTE |  |  | Yes
74 | PA68084 | Priyanka Anand | MH | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1 | Yes | Verification Fail | Ver Fail - SECURITY - PASSWORD
75 | SD92923 | [NAME] | MH | 50 | 120 | 0.4166666666666667 | 0 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes | Yes-High | Procedure Incorrect - PBP | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  | 2
76 | PB32461 | Pranjal Bora | MH | 65 | 120 | 0.5416666666666666 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-High | Procedure Incorrect - User ID |  |  |  |  | 1
77 | AK40263 | Anand Kumar | MH | 60 | 120 | 0.5 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | [NAME] |  | Yes
78 | AK75899 | Aayush Kishore | MH | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
79 | BK85130 | [NAME] | MH | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | Customer Services | BT INQUIRY | CALL MANAGEMENT |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
80 | SS06864 | [NAME] | MH | 120 | 120 | 1 | 1 | 9 or 10 | Customer Services | BT INQUIRY |  |  | Yes
81 | PT18073 | [NAME] | MH | 70 | 120 | 0.5833333333333334 | 0 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | ACTIVE LISTENING / COMPREHENSION |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Nearest Relative info not captured |  |  |  |  | 1
82 | KR22746 | Kunal Rastogi | MH | 20 | 120 | 0.1666666666666667 | 1 | <= 6 | E Services | ONLINE OTHERS | TONE/ INTONATION/ PITCH |  | No
83 | AM30523 | Amit Mishra | MH | 0 | 120 | 0 | 0 | <= 6 | E Services | ONILINE LOGIN ISSUE | [NAME] |  | Yes | Yes-High | Procedure Incorrect - User ID |  |  |  |  | 1 | Yes | Verification Fail | Ver Fail - SECURITY - PASSWORD
84 | PC49203 | Pooja Choudhary | MH | 30 | 120 | 0.25 | 1 | <= 6 | Customer Services | FEW BLOCK | ROS/ CLARITY / ACCENT |  | Yes
85 | RS92383 | [NAME] | BP | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
86 | HK75900 | [NAME] | BP | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes | Yes-High | Procedure Incorrect - PBP |  |  |  |  |  | Yes | Verification Fail | Ver Fail - NAME - Complete Name
87 | SH45459 | [NAME] | BP | 0 | 120 | 0 | 0 | <= 6 | Customer Services | TRANSACTION INQUIRY/DISPUTE | INCOMPLETE PROCEDURE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment) |  |  |  |  |  | Yes | Regulation Fail | Reg Fail - Dual Party Consent Scripting
88 | NA30539 | [NAME] | BP | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | PROCESS & PROCEDURE |  | Yes
89 | AA93262 | Azeem Anwar | AN | 80 | 120 | 0.6666666666666666 | 1 | 7 or 8 | Customer Services | TRANSACTION INQUIRY/DISPUTE | [NAME] |  | Yes
90 | AV32450 | [NAME] | AN | 30 | 120 | 0.25 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | TONE/ INTONATION/ PITCH |  | Yes
91 | AQ16692 | [NAME] | AN | 0 | 120 | 0 | 0 | <= 6 | E Services | ONLINE PAYMENT | BEHAVIOR - OTHERS |  | No | Yes-High | Information INCOMPLETE (Pls comment) |  |  |  |  |  | Yes | Service Fail | Ser Fail - INAPPROPRIATE BEHAVIOUR | Rep shouted at the CM and then disconnected
92 | AA30525 | [NAME] | AN | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
93 | PG38659 | [NAME] | AN | 75 | 120 | 0.625 | 1 | 7 or 8 | E Services | ONLINE REGISTRATION | PROACTIVE SERVICE |  | Yes
94 | PC38614 | Pankaj Chetry | YP | 95 | 120 | 0.7916666666666666 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
95 | MN38649 | [NAME] | YP | 25 | 120 | 0.2083333333333333 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | PROACTIVE SERVICE |  | Yes
96 | AQ92766 | [NAME] | AN | 30 | 120 | 0.25 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | willingness to help |  | No
97 | AS11140 | Ashish Singh | AN | 40 | 120 | 0.3333333333333333 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | PROACTIVE SERVICE |  | No
98 | PZ79180 | [NAME] | BP | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes |  |  |  |  |  |  |  | Yes | Verification Fail | Ver Fail - NAME - Complete Name
99 | SS57648 | Shveta Sharma | BP | 75 | 120 | 0.625 | 1 | 7 or 8 | Customer Services | PAYMENT INQUIRY / INFORMATION | [NAME] |  | Yes
100 | AW53718 | [NAME] | BP | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | E Services | ONLINE REGISTRATION | INCORRECT PROCEDURE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment)
101 | RS92383 | [NAME] | BP | 65 | 120 | 0.5416666666666666 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
102 | RS68071 | Ranjit Sharma | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
103 | AS45461 | Ashish Sharma | BP | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | TRANSACTION INQUIRY/DISPUTE |  |  | Yes
104 | MR76216 | Maria Reshma | BP | 65 | 120 | 0.5416666666666666 | 0 | <= 6 | E Services | AUTOPAY | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
105 | SR40260 | [NAME] | BP | 30 | 120 | 0.25 | 0 | 7 or 8 | Customer Services | FEW BLOCK | LACK OF EMPATHY |  | Yes | Yes-High | Procedure Incorrect - FEW block removal | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
106 | AL57661 | [NAME] | BP | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
107 | PR53736 | Prashant Rautela | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | TRAVEL NOTIFICATION |  |  | Yes
108 | HK75900 | [NAME] | BP | 75 | 120 | 0.625 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-High | Procedure Incorrect - User ID
109 | SH45459 | [NAME] | BP | 60 | 120 | 0.5 | 0 | <= 6 | Customer Services | FEE INQUIRY | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure
110 | MC31916 | M.Purnimashi Chanu | BP | 55 | 120 | 0.4583333333333333 | 1 | <= 6 | Customer Services | CARD [NAME] | [NAME] |  | No
111 | RA76205 | [NAME] | BP | 90 | 120 | 0.75 | 0 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
112 | NA30539 | [NAME] | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
113 | SC38617 | [NAME] | NK | 55 | 120 | 0.4583333333333333 | 0 | <= 6 | Customer Services | LOST AND STOLEN | INCORRECT INFORMATION |  | Yes | Yes-Low | Information INCORRECT (Pls comment) | Yes-Low | Procedure Incorrect - Other (Pls comment) | Yes-High | Procedure Incorrect - Other (Pls comment) | 3
114 | RB65648 | [NAME] | NK | 50 | 120 | 0.4166666666666667 | 0 | 9 or 10 | Customer Services | APR / CIT |  |  | Yes | Yes-High | Information INCORRECT (Pls comment) |  |  |  |  | 1
115 | RM65650 | Rupesh Maurya | NK | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes
116 | DL26462 | Dinesh Lohiya | NK | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
117 | TD32465 | Thangmeichon Duidang | NK | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | E Services | ONLINE PAYMENT | EFFECTIVE QUESTIONING |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Nearest Relative info not captured |  |  |  |  | 1
118 | SN38612 | [NAME] | NK | 50 | 120 | 0.4166666666666667 | 0 | <= 6 | Customer Services | FEW BLOCK | PROACTIVE SERVICE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Procedure Incorrect - Travel Notification |  |  | 2
119 | AK45458 | Alienla K | NK | 90 | 120 | 0.75 | 0 | 7 or 8 | E Services | ONLINE REGISTRATION | PROACTIVE SERVICE |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure |  |  |  |  | 1
120 | [NAME] | Yashoda Rai | SB | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | Customer Services | FEE INQUIRY |  |  | Yes
121 | RK25575 | Rajneesh Kumar | SB | 90 | 120 | 0.75 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
122 | PB57666 | Priti Bhatt | SB | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | E Services | ONLINE PAYMENT | INCOMPLETE PROCEDURE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment)
123 | MS95553 | [NAME] | SB | 0 | 120 | 0 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | No
124 | DS40268 | [NAME] rawat | NK | 50 | 120 | 0.4166666666666667 | 0 | <= 6 | E Services | ONLINE PAYMENT | PROCESS KNOWLEDGE |  | No | Yes-High | Information INCORRECT (Pls comment) |  |  |  |  | 1
125 | GO65632 | [NAME] | NK | 75 | 120 | 0.625 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
126 | SR32464 | Sandeep Rai | NK | 40 | 120 | 0.3333333333333333 | 1 | <= 6 | E Services | ONILINE LOGIN ISSUE | ACTIVE LISTENING / COMPREHENSION |  | No
127 | MS26461 | [NAME] | NK | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | Customer Services | FEW BLOCK | TONE/ INTONATION/ PITCH |  | Yes | Yes-High | Procedure Incorrect - FEW block removal |  |  |  |  | 1
128 | MS22730 | Md. Moazzam Siddiqui | NK | 45 | 120 | 0.375 | 0 | 9 or 10 | E Services | ONLINE PAYMENT | PROCESS KNOWLEDGE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment) |  |  |  |  | 1
129 | GV38656 | Garima Verma | SB | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
130 | BP56363 | [NAME] | SB | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes |  |  |  |  |  |  |  | Yes | Verification Fail | Ver Fail - SECURITY - AIDDED RECALL
131 | MM93005 | [NAME] | SB | 0 | 120 | 0 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | INCORRECT PROCEDURE |  | No |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail - INAPPROPRIATE BEHAVIOUR
132 | SD53513 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
133 | NV85457 | Nisha Verma | SB | 25 | 120 | 0.2083333333333333 | 1 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | LACK OF EMPATHY |  | Yes
134 | LS81528 | Soloman [NAME] | SB | 75 | 120 | 0.625 | 1 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | PROACTIVE SERVICE |  | No
135 | SG85456 | [NAME] | SB | 30 | 120 | 0.25 | 1 | <= 6 | Customer Services | CARD [NAME] | ROS/ CLARITY / ACCENT |  | Yes
136 | HB85122 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
137 | NS53965 | [NAME] | SB | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
138 | MD31924 | [NAME] | SB | 45 | 120 | 0.375 | 1 | 7 or 8 | E Services | ONLINE REGISTRATION | [NAME] |  | No
139 | UR57663 | [NAME] | SB | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | FEE INQUIRY |  |  | Yes
140 | NV85120 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
141 | AA93262 | Azeem Anwar | AN | 55 | 120 | 0.4583333333333333 | 0 | 7 or 8 | Customer Services | Balance Inquiry | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
142 | JS32448 | [NAME] | AN | 85 | 120 | 0.7083333333333334 | 1 | 7 or 8 | Customer Services | CARD [NAME] | ROS/ CLARITY / ACCENT |  | Yes
143 | AV32450 | [NAME] | AN | 5 | 120 | 0.04166666666666666 | 0 | <= 6 | Customer Services | PAYMENT INQUIRY / INFORMATION | CALL MANAGEMENT | Call opening, Yawning | Yes | Yes-Low | Procedure Incorrect - Hold Time Exceeded
144 | CN53977 | Chaitali Narayan | AN | 110 | 120 | 0.9166666666666666 | 0 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
145 | EK75893 | [NAME] | AN | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
146 | HJ75890 | Honey Jaiswal | AN | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
147 | RR75892 | [NAME] | AN | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | Customer Services | PAY BY PHONE |  |  | Yes | Yes-High | Procedure Incorrect - PBP
148 | IA85125 | [NAME] | AN | 90 | 120 | 0.75 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
149 | NT65643 | [NAME] | NK | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
150 | RP20983 | [NAME] | NK | 25 | 120 | 0.2083333333333333 | 0 | <= 6 | Customer Services | LOST AND STOLEN |  |  | Yes | Yes-Low | Procedure Incorrect - Security Closure |  |  |  |  | 1
151 | KS92203 | [NAME] | NK | 70 | 120 | 0.5833333333333334 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
152 | SS06864 | [NAME] | MH | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
153 | SS02325 | Simranjit Singh | MH | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
154 | PT18073 | [NAME] | MH | 85 | 120 | 0.7083333333333334 | 0 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes | Yes-Low | Procedure Incorrect - Other (Pls comment)
155 | EJ30550 | [NAME] | MH | 15 | 120 | 0.125 | 0 | <= 6 | Customer Services | Balance Inquiry | INCOMPLETE INFORMATION |  | No | Yes-High | Information INCOMPLETE (Pls comment) | Yes-Low | Procedure Incorrect - Hint |  |  | 2
156 | PA68084 | Priyanka Anand | MH | 105 | 120 | 0.875 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
157 | SD92923 | [NAME] | MH | 70 | 120 | 0.5833333333333334 | 1 | <= 6 | E Services | ONILINE LOGIN ISSUE | [NAME] |  | Yes
158 | PB32461 | Pranjal Bora | MH | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONLINE REGISTRATION | [NAME] |  | Yes
159 | TG11122 | [NAME] Gauba | YP | 35 | 120 | 0.2916666666666667 | 0 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
160 | GM11117 | [NAME] | YP | 35 | 120 | 0.2916666666666667 | 1 | <= 6 | E Services | ONLINE ADD/REMOVE | TONE/ INTONATION/ PITCH |  | Yes
161 | NP11112 | [NAME] | YP | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
162 | SK11106 | [NAME] | YP | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | Customer Services | CARD [NAME] | TONE/ INTONATION/ PITCH |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
163 | RB11102 | [NAME] | YP | 95 | 120 | 0.7916666666666666 | 1 | 9 or 10 | Customer Services | CREDIT LIMIT |  |  | Yes
164 | EK26448 | [NAME] | YP | 50 | 120 | 0.4166666666666667 | 1 | <= 6 | Customer Services | Balance Inquiry | LACK OF ACKNOWLEDGEMENT |  | Yes
165 | EM26464 | [NAME] | YP | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
166 | JB98814 | [NAME] | MH | 70 | 120 | 0.5833333333333334 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION | BEHAVIOR - OTHERS | Talkover/ Rushed at the call closing | Yes
167 | AM30523 | Amit Mishra | MH | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | No
168 | AK40263 | Anand Kumar | MH | 45 | 120 | 0.375 | 0 | <= 6 | E Services | ONILINE LOGIN ISSUE | TONE/ INTONATION/ PITCH |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
169 | AK75899 | Aayush Kishore | MH | 80 | 120 | 0.6666666666666666 | 0 | 7 or 8 | E Services | ONLINE REGISTRATION | ACTIVE LISTENING / COMPREHENSION |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
170 | PC49203 | Pooja Choudhary | MH | 0 | 120 | 0 | 0 | <= 6 | E Services | ONLINE PAYMENT | WILLINGNESS TO HELP |  | No | Yes-High | Information INCORRECT (Pls comment) | Yes-High | Procedure Incorrect - PBP |  |  | 2 | Yes | Verification Fail | Ver Fail - NAME - Complete Name | The call was t/f from some other dept and the rep  did not verify whether the client is verified or not and by pass the verification
171 | BK85130 | [NAME] | MH | 65 | 120 | 0.5416666666666666 | 0 | <= 6 | E Services | ONLINE PAYMENT | INCORRECT PROCEDURE |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment) |  |  |  |  | 1
172 | SL26466 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
173 | MP26469 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
174 | NM38648 | [NAME] | YP | 0 | 120 | 0 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | BEHAVIOR - CALL AVOIDANCE / HOLD / MUTE | Rep disconnected | No | Yes-High | Information INCORRECT (Pls comment)
175 | SS19887 | Sandeep Solanki | YP | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail  - INFORMATION RELEASED - A/C NUMBER
176 | RS45478 | Rohit R Sumbrui | YP | 10 | 120 | 0.08333333333333333 | 1 | <= 6 | E Services | ONLINE PAYMENT | willingness to help |  | No
177 | MB53966 | [NAME] | YP | 45 | 120 | 0.375 | 0 | 7 or 8 | Customer Services | Balance Inquiry | INCOMPLETE INFORMATION |  | Yes | Yes-High | Information INCOMPLETE (Pls comment)
178 | PS81474 | Prashant Singh | MH | 55 | 120 | 0.4583333333333333 | 1 | <= 6 | Customer Services | CARD [NAME] | ACTIVE LISTENING / COMPREHENSION |  | Yes
179 | JB98815 | [NAME] | MH | 90 | 120 | 0.75 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
180 | KS80129 | [NAME] | MH | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Hint |  |  |  |  | 1
181 | KR22746 | Kunal Rastogi | MH | 0 | 120 | 0 | 0 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | TONE/ INTONATION/ PITCH |  | Yes |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail  - DELAY IN CALL OPENING | Call was answered in 18 seconds
182 | AA30525 | [NAME] | AN | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
183 | MD76218 | Mandeep Dhanjal | AN | 105 | 120 | 0.875 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
184 | SK11106 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
185 | EK26448 | [NAME] | YP | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes
186 | SL26466 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes
187 | PC38614 | Pankaj Chetry | YP | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | Customer Services | PAYMENT INQUIRY / INFORMATION |  |  | Yes
188 | AA93262 | Azeem Anwar | AN | 25 | 120 | 0.2083333333333333 | 0 | 7 or 8 | Customer Services | TRAVEL NOTIFICATION | INCOMPLETE INFORMATION |  | Yes | Yes-High | Procedure Incorrect - Travel Notification | Yes-High | Information INCOMPLETE (Pls comment)
189 | AQ92766 | [NAME] | AN | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
190 | AQ16692 | [NAME] | AN | 110 | 120 | 0.9166666666666666 | 0 | 9 or 10 | E Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
191 | AS11140 | Ashish Singh | AN | 5 | 120 | 0.04166666666666666 | 0 | 7 or 8 | E Services | PRODUCT, [NAME] AND REWARDS | INCOMPLETE INFORMATION |  | No | Yes-Low | Procedure Incorrect - Hint
192 | AV32450 | [NAME] | AN | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
193 | PG38659 | [NAME] | AN | 65 | 120 | 0.5416666666666666 | 1 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes
194 | CN53977 | Chaitali Narayan | AN | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | CASH ADVANCE / PIN INQUIRY |  |  | Yes
195 | RS92383 | [NAME] | BP | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | Customer Services | PRODUCT, [NAME] AND REWARDS | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
196 | RS68071 | Ranjit Sharma | BP | 80 | 120 | 0.6666666666666666 | 1 | <= 6 | E Services | ONLINE REGISTRATION | PROCESS & PROCEDURE |  | No
197 | MR76216 | Maria Reshma | BP | 45 | 120 | 0.375 | 0 | 7 or 8 | E Services | ONLINE OTHERS | ROS/ CLARITY / ACCENT |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment)
198 | AS45461 | Ashish Sharma | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
199 | AW53718 | [NAME] | BP | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE/PAPERLESS STATEMENT |  |  | Yes
200 | PR53736 | Prashant Rautela | BP | 80 | 120 | 0.6666666666666666 | 1 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | ACTIVE LISTENING / COMPREHENSION |  | No
201 | SR40260 | [NAME] | BP | 45 | 120 | 0.375 | 1 | <= 6 | E Services | ONLINE VAN | LACK OF ACKNOWLEDGEMENT |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
202 | AL57661 | [NAME] | BP | 100 | 120 | 0.8333333333333334 | 0 | <= 6 | E Services | ONLINE/PAPERLESS STATEMENT | PROCESS & PROCEDURE |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
203 | HK75900 | [NAME] | BP | 90 | 120 | 0.75 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
204 | SH45459 | [NAME] | BP | 80 | 120 | 0.6666666666666666 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | PROCESS & PROCEDURE |  | No
205 | MC31916 | M.Purnimashi Chanu | BP | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
206 | RA76205 | [NAME] | BP | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-High | Procedure Incorrect - User ID
207 | NA30539 | [NAME] | BP | 105 | 120 | 0.875 | 1 | 7 or 8 | Customer Services | PRODUCT, [NAME] AND REWARDS | PROCESS & PROCEDURE |  | Yes
208 | SC38617 | [NAME] | NK | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure | Yes-Low | Procedure Incorrect - Proactive Info - Nearest Relative info not captured |  |  | 2
209 | GO65632 | [NAME] | NK | 75 | 120 | 0.625 | 1 | <= 6 | Customer Services | CARD DECLINED | PROCESS & PROCEDURE |  | No
210 | RB65648 | [NAME] | NK | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes |  |  |  |  |  |  | 1
211 | RM65650 | Rupesh Maurya | NK | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | CASH ADVANCE / PIN INQUIRY |  |  | Yes
212 | MS22730 | Md. Moazzam Siddiqui | NK | 60 | 120 | 0.5 | 1 | <= 6 | Customer Services | APR / CIT | TONE/ INTONATION/ PITCH |  | Yes
213 | KS92203 | [NAME] | NK | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes
214 | DL26462 | Dinesh Lohiya | NK | 75 | 120 | 0.625 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
215 | TD32465 | Thangmeichon Duidang | NK | 35 | 120 | 0.2916666666666667 | 0 | <= 6 | E Services | ONLINE REGISTRATION | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) |  |  |  |  | 1
216 | SN38612 | [NAME] | NK | 95 | 120 | 0.7916666666666666 | 1 | 7 or 8 | Customer Services | BT INQUIRY | PROCESS & PROCEDURE |  | No
217 | AK45458 | Alienla K | NK | 80 | 120 | 0.6666666666666666 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
218 | SS57648 | Shveta Sharma | BP | 45 | 120 | 0.375 | 0 | <= 6 | E Services | ONLINE ADD/REMOVE | INCOMPLETE PROCEDURE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment)
219 | LS81528 | Soloman [NAME] | SB | 95 | 120 | 0.7916666666666666 | 1 | 9 or 10 | Customer Services | CLOSE A/C |  |  | Yes
220 | RK25575 | Rajneesh Kumar | SB | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
221 | PB57666 | Priti Bhatt | SB | 75 | 120 | 0.625 | 1 | 9 or 10 | Customer Services | REFUND |  |  | Yes
222 | PZ79180 | [NAME] | BP | 105 | 120 | 0.875 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
223 | NS53965 | [NAME] | SB | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
224 | NV85457 | Nisha Verma | SB | 70 | 120 | 0.5833333333333334 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | ROS/ CLARITY / ACCENT |  | Yes | Yes-Low | Information INCOMPLETE (Pls comment)
225 | GV38656 | Garima Verma | SB | 70 | 120 | 0.5833333333333334 | 1 | <= 6 | Customer Services | CLOSE A/C | [NAME] |  | Yes
226 | UR57663 | [NAME] | SB | 90 | 120 | 0.75 | 1 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | PROCESS & PROCEDURE |  | Yes
227 | NR20540 | [NAME] | BP | 75 | 120 | 0.625 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
228 | [NAME] | Yashoda Rai | SB | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
229 | MD31924 | [NAME] | SB | 90 | 120 | 0.75 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | [NAME] |  | Yes
230 | HB85122 | [NAME] | SB | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-High | Procedure Incorrect - Late Fee
231 | SS06864 | [NAME] | MH | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
232 | PS81474 | Prashant Singh | MH | 35 | 120 | 0.2916666666666667 | 0 | <= 6 | Customer Services | FEW BLOCK | ROS/ CLARITY / ACCENT |  | Yes | Yes-High | Procedure Incorrect - FEW block removal |  |  |  |  | 1
233 | JB98814 | [NAME] | MH | 90 | 120 | 0.75 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
234 | JB98815 | [NAME] | MH | 15 | 120 | 0.125 | 0 | <= 6 | Customer Services | Balance Inquiry | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure |  |  |  |  | 1
235 | KS80129 | [NAME] | MH | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | Customer Services | TRANSACTION INQUIRY/DISPUTE |  |  | Yes
236 | SS02325 | Simranjit Singh | MH | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
237 | PT18073 | [NAME] | MH | 70 | 120 | 0.5833333333333334 | 0 | 7 or 8 | Customer Services | TRANSACTION INQUIRY/DISPUTE | [NAME] |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
238 | KR22746 | Kunal Rastogi | MH | 60 | 120 | 0.5 | 1 | 7 or 8 | Customer Services | PAYMENT INQUIRY / INFORMATION | TONE/ INTONATION/ PITCH |  | Yes
239 | AM30523 | Amit Mishra | MH | 75 | 120 | 0.625 | 1 | <= 6 | Customer Services | TRANSACTION INQUIRY/DISPUTE | PROCESS & PROCEDURE |  | Yes
240 | EJ30550 | [NAME] | MH | 75 | 120 | 0.625 | 0 | 7 or 8 | Customer Services | TRANSACTION INQUIRY/DISPUTE | PROACTIVE SERVICE |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
241 | PA68084 | Priyanka Anand | MH | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
242 | SD92923 | [NAME] | MH | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
243 | PB32461 | Pranjal Bora | MH | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
244 | AK75899 | Aayush Kishore | MH | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) | Yes-High | Information INCORRECT (Pls comment) |  |  | 2
245 | BK85130 | [NAME] | MH | 45 | 120 | 0.375 | 0 | <= 6 | E Services | ONLINE OTHERS | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  | 2
246 | AK40263 | Anand Kumar | MH | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
247 | RP20983 | [NAME] | NK | 65 | 120 | 0.5416666666666666 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
248 | NT65643 | [NAME] | NK | 115 | 120 | 0.9583333333333334 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | [NAME] |  | Yes
249 | DS40268 | [NAME] rawat | NK | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Nearest Relative info not captured |  |  |  |  | 1
250 | SG85456 | [NAME] | SB | 0 | 120 | 0 | 0 | 7 or 8 | E Services | ONLINE/PAPERLESS STATEMENT | ACTIVE LISTENING / COMPREHENSION |  | Yes |  |  |  |  |  |  |  | Yes | Verification Fail | Ver Fail - NAME - Complete Name
251 | MM93005 | [NAME] | SB | 15 | 120 | 0.125 | 0 | <= 6 | Customer Services | PAY BY PHONE | LACK OF ACKNOWLEDGEMENT |  | Yes | Yes-High | Procedure Incorrect - PBP | Yes-Low | Information INCORRECT (Pls comment)
252 | SD53513 | [NAME] | SB | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
253 | BP56363 | [NAME] | SB | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
254 | MS95553 | [NAME] | SB | 90 | 120 | 0.75 | 0 | 9 or 10 | Customer Services | FEW BLOCK |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
255 | NV85120 | [NAME] | SB | 0 | 120 | 0 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes |  |  |  |  |  |  |  | Yes | Verification Fail | Ver Fail - SECURITY - PASSWORD
256 | NV85457 | Nisha Verma | SB | 10 | 120 | 0.08333333333333333 | 0 | <= 6 | Customer Services | PRODUCT, [NAME] AND REWARDS | LACK OF ACKNOWLEDGEMENT |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Information INCOMPLETE (Pls comment)
257 | GV38656 | Garima Verma | SB | 60 | 120 | 0.5 | 1 | 7 or 8 | E Services | ONLINE PAYMENT | [NAME] |  | Yes
258 | UR57663 | [NAME] | SB | 90 | 120 | 0.75 | 1 | <= 6 | Customer Services | BILLING INQUIRY | PROCESS & PROCEDURE |  | No
259 | MD31924 | [NAME] | SB | 70 | 120 | 0.5833333333333334 | 0 | <= 6 | Customer Services | REPLACEMENT CARD | PROCESS & PROCEDURE |  | No | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
260 | [NAME] | Yashoda Rai | SB | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | PAY BY PHONE |  |  | Yes
261 | RK25575 | Rajneesh Kumar | SB | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | Customer Services | LOST AND STOLEN |  |  | Yes
262 | LS81528 | Soloman [NAME] | SB | 55 | 120 | 0.4583333333333333 | 0 | <= 6 | E Services | ONLINE ADD/REMOVE | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment)
263 | PC49203 | Pooja Choudhary | MH | 80 | 120 | 0.6666666666666666 | 1 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes
264 | RP20983 | [NAME] | NK | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
265 | JS32448 | [NAME] | AN | 60 | 120 | 0.5 | 0 | 9 or 10 | E Services | ONLINE REGISTRATION |  |  | Yes | Yes-High | Procedure Incorrect - PBP
266 | EK75893 | [NAME] | AN | 80 | 120 | 0.6666666666666666 | 0 | 9 or 10 | Customer Services | CARD DECLINED |  |  | Yes | Yes-High | Procedure Incorrect - Travel Notification | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
267 | HJ75890 | Honey Jaiswal | AN | 120 | 120 | 1 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
268 | RR75892 | [NAME] | AN | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | Customer Services | ONLINE ADD/REMOVE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
269 | IA85125 | [NAME] | AN | 40 | 120 | 0.3333333333333333 | 0 | 7 or 8 | E Services | ONLINE PAYMENT | INCOMPLETE INFORMATION |  | No | Yes-High | Information INCOMPLETE (Pls comment)
270 | TG11122 | [NAME] Gauba | YP | 60 | 120 | 0.5 | 1 | 7 or 8 | Customer Services | Balance Inquiry | TONE/ INTONATION/ PITCH |  | Yes
271 | MN38649 | [NAME] | YP | 15 | 120 | 0.125 | 0 | <= 6 | Customer Services | TRAVEL NOTIFICATION | INCORRECT PROCEDURE |  | No | Yes-High | Procedure Incorrect - Travel Notification | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
272 | SS19887 | Sandeep Solanki | YP | 110 | 120 | 0.9166666666666666 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
273 | RS45478 | Rohit R Sumbrui | YP | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
274 | GM11117 | [NAME] | YP | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE ADD/REMOVE |  |  | Yes
275 | NP11112 | [NAME] | YP | 105 | 120 | 0.875 | 0 | 9 or 10 |  |  |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
276 | RB11102 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 |  |  |  |  | Yes
277 | EM26464 | [NAME] | YP | 120 | 120 | 1 | 1 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes
278 | MP26469 | [NAME] | YP | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 |  |  |  |  | Yes
279 | MB53966 | [NAME] | YP | 40 | 120 | 0.3333333333333333 | 0 | <= 6 |  |  | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure | Yes-Low | Procedure Incorrect - Hint
280 | MS26461 | [NAME] | NK | 105 | 120 | 0.875 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
281 | TD32465 | Thangmeichon Duidang | NK | 105 | 120 | 0.875 | 1 | 7 or 8 | Customer Services | ACCOUNT UPDATE / INQUIRY | PROCESS & PROCEDURE |  | Yes
282 | SN38612 | [NAME] | NK | 105 | 120 | 0.875 | 1 | 9 or 10 | E Services | PAYMENT INQUIRY / INFORMATION |  |  | Yes
283 | JB98814 | [NAME] | MH | 85 | 120 | 0.7083333333333334 | 0 | 7 or 8 | E Services | PAYMENT INQUIRY / INFORMATION | PROCESS & PROCEDURE |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
284 | PT18073 | [NAME] | MH | 95 | 120 | 0.7916666666666666 | 0 | 9 or 10 | Customer Services | Balance Inquiry |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
285 | KR22746 | Kunal Rastogi | MH | 65 | 120 | 0.5416666666666666 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  | 1
286 | PA68084 | Priyanka Anand | MH | 0 | 120 | 0 | 0 | 9 or 10 | Customer Services | CLOSE A/C |  |  | Yes |  |  |  |  |  |  |  | Yes | Verification Fail | Ver Fail - SECURITY - SSN
287 | AK40263 | Anand Kumar | MH | 15 | 120 | 0.125 | 1 | <= 6 | E Services | ONLINE REGISTRATION | BEHAVIOR - OTHERS | Talkover and tone | Yes
288 | PC49203 | Pooja Choudhary | MH | 0 | 120 | 0 | 0 | <= 6 | Customer Services | ACCOUNT UPDATE / INQUIRY | INCORRECT INFORMATION |  | No | Yes-High | Procedure Incorrect - Other (Pls comment) |  |  |  |  | 1
289 | SD92923 | [NAME] | MH | 40 | 120 | 0.3333333333333333 | 0 | <= 6 | Customer Services | FEW BLOCK | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment) |  |  |  |  | 1
290 | AA30525 | [NAME] | AN | 105 | 120 | 0.875 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
291 | AS11140 | Ashish Singh | AN | 50 | 120 | 0.4166666666666667 | 0 | 7 or 8 | E Services | ONLINE REGISTRATION | PROACTIVE SERVICE |  | Yes | Yes-Low | Procedure Incorrect - Hint
292 | AV32450 | [NAME] | AN | 110 | 120 | 0.9166666666666666 | 0 | 9 or 10 | Customer Services | PAYMENT INQUIRY / INFORMATION |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
293 | EK75893 | [NAME] | AN | 115 | 120 | 0.9583333333333334 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
294 | MD76218 | Mandeep Dhanjal | AN | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | Customer Services | ACCOUNT UPDATE / INQUIRY |  |  | Yes
295 | RR75892 | [NAME] | AN | 110 | 120 | 0.9166666666666666 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
296 | TG11122 | [NAME] Gauba | YP | 25 | 120 | 0.2083333333333333 | 0 | 7 or 8 | E Services | ONLINE OTHERS | ACTIVE LISTENING / COMPREHENSION |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
297 | MN38649 | [NAME] | YP | 40 | 120 | 0.3333333333333333 | 0 | 7 or 8 | E Services | FEW BLOCK | INCOMPLETE INFORMATION |  | Yes | Yes-High | Procedure Incorrect - FEW block removal | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
298 | SS19887 | Sandeep Solanki | YP | 0 | 120 | 0 | 0 | 7 or 8 | Customer Services | PAY BY PHONE | PROACTIVE SERVICE |  | No |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail - INAPPROPRIATE BEHAVIOUR
299 | RS45478 | Rohit R Sumbrui | YP | 0 | 120 | 0 | 0 | <= 6 | Customer Services | FEW BLOCK | willingness to help |  | No |  |  |  |  |  |  |  | Yes | Service Fail | Ser Fail - INAPPROPRIATE BEHAVIOUR
300 | RS92383 | [NAME] | BP | 50 | 120 | 0.4166666666666667 | 0 | <= 6 | Customer Services | BALANCE INQUIRY | INCORRECT INFORMATION |  | No | Yes-High | Information INCORRECT (Pls comment)
301 | AS45461 | Ashish Sharma | BP | 100 | 120 | 0.8333333333333334 | 0 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
302 | NR20540 | [NAME] | BP | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes
303 | AW53718 | [NAME] | BP | 45 | 120 | 0.375 | 0 | 7 or 8 | Customer Services | FEE INQUIRY | LACK OF ACKNOWLEDGEMENT |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Email not captured/Procedure
304 | RA76205 | [NAME] | BP | 0 | 120 | 0 | 0 | <= 6 | E Services | ONLINE PAYMENT | PROCESS & PROCEDURE |  | Yes | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  |  | Yes | Service Fail | Ser Fail  - DELAY IN CALL OPENING
305 | MC31916 | M.Purnimashi Chanu | BP | 95 | 120 | 0.7916666666666666 | 1 | 9 or 10 | E Services | ONLINE OTHERS |  |  | Yes
306 | SH45459 | [NAME] | BP | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | Customer Services | REPLACEMENT CARD |  |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-High | Procedure Incorrect - Mailing Address not verified | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
307 | HK75900 | [NAME] | BP | 70 | 120 | 0.5833333333333334 | 0 | 9 or 10 | Customer Services | CARD [NAME] |  |  | Yes | Yes-High | Procedure Incorrect - Other (Pls comment) | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
308 | AL57661 | [NAME] | BP | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | E Services | ONLINE PAYMENT |  |  | Yes
309 | HB85122 | [NAME] | SB | 85 | 120 | 0.7083333333333334 | 1 | 9 or 10 | Customer Services | REPLACEMENT CARD |  |  | Yes
310 | SS57648 | Shveta Sharma | BP | 100 | 120 | 0.8333333333333334 | 1 | 9 or 10 | E Services | ONILINE LOGIN ISSUE |  |  | Yes
311 | SG85456 | [NAME] | SB | 65 | 120 | 0.5416666666666666 | 0 | 7 or 8 | E Services | ONILINE LOGIN ISSUE | [NAME] |  | No | Yes-Low | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure
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* | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | * | *
 |  |  |  |  |  |  |  |  |  |  |  |  |  | * | * | * | * | * | * |  |  | Regulation Fail
 |  |  |  |  |  |  |  |  | E Services | ACCOUNT UPDATE / INQUIRY | ACTIVE LISTENING / COMPREHENSION |  |  |  |  |  |  |  |  |  |  | Verification Fail | Reg Fail - Reg B (ECOA)
 |  |  |  |  |  | 0.5652173913043478 |  |  | Customer Services | ANNUAL ACCOUNT SUMMARY | BEHAVIOR - CALL AVOIDANCE / HOLD / MUTE |  |  |  | Information INCOMPLETE (Pls comment) |  |  |  |  |  |  | Service Fail | Reg Fail - Reg Z (TILA)
 |  |  |  |  |  | 0.5614035087719298 |  |  |  | APR / CIT | BEHAVIOR - CHEWING GUM / YAWNING |  |  |  | Information INCORRECT (Pls comment) |  |  |  |  |  |  |  | Reg Fail - FACT ACT (Outbound)
 |  |  |  |  |  |  |  |  |  | AUTOPAY | BEHAVIOR - OTHERS |  |  |  | Procedure Incorrect - Mailing Address not verified |  |  |  |  |  |  |  | Reg Fail - Reg P (Third Party - PCFI)
 |  |  |  |  |  |  |  |  |  | BALANCE INQUIRY | CALL MANAGEMENT |  |  |  | Procedure Incorrect - Ac 808 / 357 not noted |  |  |  |  |  |  |  | Reg Fail - Dual Party Consent Scripting
 |  |  |  |  |  |  |  | <= 6 |  | BILLING INQUIRY | COURTESY |  |  |  | Procedure Incorrect - Card Activation |  |  |  |  |  |  |  | Reg Fail - FCRA
 |  |  |  |  |  |  |  | 7 or 8 |  | BT INQUIRY | [NAME] |  |  |  | Procedure Incorrect - Delay in Answering Call |  |  |  |  |  |  |  | Reg Fail - Reg O
 |  |  |  |  |  |  |  | 9 or 10 |  | CARD [NAME] | FCR |  |  |  | Procedure Incorrect - Proactive Info - Cellphone no. not captured/Procedure |  |  |  |  |  |  |  | Reg Fail - Privacy Act
 |  |  |  |  |  |  |  |  |  | CARD DECLINED | INCOMPLETE INFORMATION |  |  |  | Procedure Incorrect - Proactive Info - Email not captured/Procedure |  |  |  |  |  |  |  | Reg Fail - USA Partiot Act
 |  |  |  |  |  |  |  |  |  | CASH ADVANCE / PIN INQUIRY | INCOMPLETE PROCEDURE |  |  |  | Procedure Incorrect - Proactive Info - Nearest Relative info not captured |  |  |  |  |  |  |  | Ver Fail - NAME - Complete Name
 |  |  |  |  |  |  |  |  |  | CLOSE A/C | INCORRECT INFORMATION |  |  |  | Procedure Incorrect - Proactive information - Other (Pls Comment) |  |  |  |  |  |  |  | Ver Fail - NAME - PREFIX
 |  |  |  |  |  |  |  |  |  | COMPROMISED ACCOUNT | INCORRECT PROCEDURE |  |  |  | Procedure Incorrect - FEW block removal |  |  |  |  |  |  |  | Ver Fail - NAME - SUFFIX
 |  |  |  |  |  |  |  |  |  | CREDIT LIMIT | PROCESS KNOWLEDGE |  |  |  | Procedure Incorrect - Hint |  |  |  |  |  |  |  | Ver Fail - SECURITY - PASSWORD
 |  |  |  |  |  |  |  |  |  | DEFAULT CURE | LACK OF ACKNOWLEDGEMENT |  |  |  | Procedure Incorrect - Hold Time Exceeded |  |  |  |  |  |  |  | Ver Fail - SECURITY - SSN
 |  |  |  |  |  |  |  |  |  | FEE INQUIRY | LACK OF EMPATHY |  |  |  | Procedure Incorrect - Late Fee |  |  |  |  |  |  |  | Ver Fail - SECURITY - DOB
 |  |  |  |  |  |  |  |  |  | FEW BLOCK | PROACTIVE SERVICE |  |  |  | Procedure Incorrect - PBP |  |  |  |  |  |  |  | Ver Fail - SECURITY - BANK NAME
 |  |  |  |  |  |  |  |  |  | LATE FEE/FINANCE CHARGE/PAST DUE ADJ | PROCESS & PROCEDURE |  |  |  | Procedure Incorrect - Security Closure |  |  |  |  |  |  |  | Ver Fail - SECURITY - AIDDED RECALL
 |  |  |  |  |  |  |  |  |  | LOST AND STOLEN | ROS/ CLARITY / ACCENT |  |  |  | Procedure Incorrect - Travel Notification |  |  |  |  |  |  |  | Ver Fail - SECURITY - CONTACT RELATIONSHIP
 |  |  |  |  |  |  |  |  |  | ONILINE LOGIN ISSUE | TONE/ INTONATION/ PITCH |  |  |  | Procedure Incorrect - User ID |  |  |  |  |  |  |  | Ser Fail  - DELAY IN CALL OPENING
 |  |  |  |  |  |  |  |  |  | ONLINE ADD/REMOVE | WILLINGNESS TO HELP |  |  |  | Procedure Incorrect - Other (Pls comment) |  |  |  |  |  |  |  | Ser Fail  - BLATANT PHONE ABUSE
 |  |  |  |  |  |  |  |  |  | ONLINE OTHERS |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - REGULATIONS
 |  |  |  |  |  |  |  |  |  | ONLINE PAYMENT |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - SSN
 |  |  |  |  |  |  |  |  |  | ONLINE REGISTRATION |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - DOB
 |  |  |  |  |  |  |  |  |  | ONLINE VAN |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - A/C NUMBER
 |  |  |  |  |  |  |  |  |  | ONLINE/PAPERLESS STATEMENT |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - PASSWORD
 |  |  |  |  |  |  |  |  |  | PAY BY PHONE |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - EXPIRATION DATE
 |  |  |  |  |  |  |  |  |  | PAYMENT INQUIRY / INFORMATION |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail  - INFORMATION RELEASED - CVV CODE
 |  |  |  |  |  |  |  |  |  | PRODUCT, [NAME] AND REWARDS |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail - INFORMATION RELEASED - E- MAIL
 |  |  |  |  |  |  |  |  |  | QUICKEN/QUICKBOOK/MONEY |  |  |  |  |  |  |  |  |  |  |  |  | Ser Fail - INAPPROPRIATE BEHAVIOUR
 |  |  |  |  |  |  |  |  |  | REFUND
 |  |  |  |  |  |  |  |  |  | REPLACEMENT CARD
 |  |  |  |  |  |  |  |  |  | SECURITY [NAME]
 |  |  |  |  |  |  |  |  |  | SECURITY WORD
 |  |  |  |  |  |  |  |  |  | STATEMENT REQUEST / INQUIRY
 |  |  |  |  |  |  |  |  |  | SUPPRESION OPTIONS
 |  |  | SB |  |  |  |  |  |  | SUPPRESION OPTIONS - LATE FEE
 |  |  | AN |  |  |  |  |  |  | TRANSACTION INQUIRY/DISPUTE
 |  |  | MH |  |  |  |  |  |  | TRAVEL NOTIFICATION
 |  |  | [NAME]
 |  |  | BP
 |  |  | NK
 |  |  | YP
+ | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | + | +