Spreadsheet: 169666d1343017019-conditional-formatting-based-on-distance-from-median-value-excel-2010-conditional-format-based-on-median
Sheet: CC - Mon - Sun

 |  |  | Instructions for using this worksheet:
DIRECT |  |  | DAILY |  |  |  |  |  |  |  |  | Splits/Skills: | 1;2;3;4;5;6;7;11;12;15;16;18;23;24;50
SM Visitor Ansd |  |  | Run CMS Rept Historical > Designer > 'Daily Split - Skill Breakdown' |  | Splits/Skills: | 1;2;3;4;5;6;7;11;12;15;16;18;23;24;50 |  |  |  |  |  | Dates: | 2012-07-15 00:00:00
SM Client Ansd |  |  | Skills will automatically populate |  | Dates: | 2012-07-15 00:00:00 |  |  |  |  |  | Outbound Calls: | 00:00:00
SA Visitor Ansd |  |  | Select date (e.g. -1 for yesterday) |  | Outbound Calls: | 00:00:00 |  |  |  |  |  | Split/Skill | Offered | ACD Calls
SA Client Ansd |  |  | From menu bar select Edit > Export All Data |  | Split/Skill | Offered | ACD Calls |  |  |  |  |  | 1219 | 1211
OE Visitor Ansd |  |  | Ensure that 'Destination' = 'export to clipboard' |  |  | 1219 | 1211 |  |  |  |  | 1 | 91 | 91
OE Client Ansd |  |  | Under 'Export format' check only box 'include labels and headers' | SM Visitor | 1 | 91 | 91 |  |  |  |  | 2 | 616 | 613
Term Deposit Ansd |  |  | Paste to cell F3 | SM Client | 2 | 616 | 613 |  |  |  |  | 3 | 1 | 1
DRM Overflow Ansd |  |  |  | SA Visitor | 3 | 1 | 1 |  |  |  |  | 4 | 1 | 1
Mortgage Client Ansd |  |  |  | SA Client | 4 | 1 | 1 |  |  |  |  | 5 | 27 | 26
BO Visitor Ansd |  |  |  | OE Visitor | 5 | 27 | 26 |  |  |  |  | 6 | 172 | 169
BO Client Ansd |  |  |  | OE Client | 6 | 172 | 169 |  |  |  |  | 7 | 2 | 2
BO Application Ansd |  |  |  | Term Dep | 7 | 2 | 2 |  |  |  |  | 11 | 27 | 27
Access/Security Code Ansd |  |  |  | DRM Oflow | 11 | 27 | 27 |  |  |  |  | 12 | 132 | 132
MMF Access Code Ansd |  |  |  | MS Client | 12 | 132 | 132 |  |  |  |  | 15 | 57 | 57
Collections Calls Ansd |  |  |  | BO Visitor | 15 | 57 | 57 |  |  |  |  | 23 | 82 | 82
Total Calls Answered |  |  |  | BO Client | 16 | 0 | 0 |  |  |  |  | 24 | 10 | 9
Savings Visitor Offered: |  |  |  | [NAME] | 18 | 0 | 0 |  |  |  |  | 50 | 1 | 1
Savings Client Offered |  |  |  | Codes | 23 | 82 | 82
BO Visitor Offered |  |  |  | MMF Codes | 24 | 10 | 9
BO Client Offered |  |  |  | Collections | 50 | 1 | 1
BO Application Offered
OE Visitor Offered: |  |  |  |  | #SVL | Abn > 10s | Anstime | HandleTime | Offrd | Ansd | [NAME]
OE Client Offered: |  |  | Run CMS Rept Historical > Designer > 'Daily Split - Daily, Weekly' |  | 2012-07-15 00:00:00
Mortgage Offered: |  |  | Skills will automatically populate | Savings Visitor | 93 | 0 | 877 | 34885 | 94 | 94 | 3:19:00
Codes Offered |  |  | Select date (e.g. -1 for yesterday) | Savings Client | 581 | 3 | 12356 | 181115 | 617 | 614 | 6:41:00
Collections Offered: |  |  | From menu bar select Edit > Export All Data | BO Visitor | 52 | 0 | 1662 | 25823 | 57 | 57 | 3:29:00
Total Calls Offered |  |  | Ensure that 'Destination' = 'export to clipboard' | BO Client
Outbound Attempts |  |  | Uncheck boxes under 'Export format' | OE Visitor | 25 | 1 | 546 | 6785 | 27 | 26 | 6:40:00
SVL Savings Visitor |  |  | Paste to cell F25 | OE Client | 162 | 3 | 2703 | 57782 | 172 | 169 | 6:40:00
SVL Savings Client |  |  | Copy cells B3-B54 | Mortgage | 157 | 1 | 3321 | 65052 | 169 | 168 | 4:16:00
SVL BO Visitor |  |  | using 'paste special/values', paste to relevant cell on 'Direct' tab | [NAME]
SVL BO Client |  |  |  | Codes | 74 | 0 | 2322 | 21457 | 82 | 82 | 5:08:00
SVL BO Application |  |  |  | Collections | 1 | 0 |  | 560 | 1 | 1 | :00
SVL OE Visitor
SVL OE Client
SVL Mortgage |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd* | Ansd | [NAME]
SVL Codes |  |  |  | Savings Visitor
SVL Collections |  |  |  | Savings Client
SVL Combined |  |  |  | BO Visitor
AHT Savings Visitor |  |  |  | BO Client
AHT Savings Client |  |  |  | OE Visitor
AHT BO Visitor |  |  |  | OE Client
AHT BO Client |  |  |  | Mortgage
AHT BO Application |  |  |  | [NAME]
AHT OE Visitor |  |  |  | Codes
AHT OE Client |  |  |  | Collections
[NAME] |  |  |  | Combined
AHT Codes
AHT Collections
AHT Combined |  |  | AHT Includes [NAME] from start of 2012
Aban Rate
ASA:
[NAME]:
 |  |  | WEEKLY
Weekly Data |  |  |  |  | #SVL | Abn > 10s | Anstime | HandleTime | Offrd | Ansd | [NAME]
 |  |  | Run CMS Rept Historical > Designer > 'Daily Split - Daily, Weekly' |  | 25/06/2012-1/07/2012
Week Sav Visitor SL |  |  | Skills will automatically populate | Savings Visitor | 1356 | 113 | 162073 | 660705 | 2033 | 1920 | 11:30:00
Week Sav Client SL |  |  | Select week date range | Savings Client | 6455 | 622 | 1069056 | 3013291 | 10855 | 10233 | 15:49:00
Week BO Visitor SL |  |  | From menu bar select Edit > Export All Data | BO Visitor | 751 | 41 | 64221 | 474751 | 981 | 940 | 10:37:00
Week BO Client SL |  |  | Ensure that 'Destination' = 'export to clipboard' | BO Client | 540 | 28 | 71535 | 329742 | 808 | 780 | 12:26:00
Week BO App SL |  |  | Uncheck boxes under 'Export format' | OE Visitor | 252 | 30 | 39062 | 149036 | 416 | 386 | 11:17:00
Week OE Visitor SL |  |  | Paste to cell F61 | OE Client | 1374 | 166 | 290810 | 850277 | 2584 | 2418 | 10:30:00
Week OE Client SL |  |  | Copy cells B60-B83 | Mortgage | 3132 | 417 | 739571 | 2282082 | 6107 | 5690 | 15:06:00
Week Mortgage SL |  |  | using 'paste special/values', paste to relevant cell in column I | [NAME] | 0 | 0 |  |  | 0 | 0 | :00
Week Codes SL |  |  | on worksheet 'Direct May 2010' | Codes | 839 | 154 | 124479 | 325420 | 1432 | 1278 | 9:43:00
Week Collections SL |  |  |  | Collections | 83 | 19 | 9129 | 38012 | 131 | 112 | 8:00:00
Week Combined SL
Week Sav Visitor AHT
Week Sav Client AHT |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd* | Ansd | [NAME]
Week BO Visitor AHT |  |  |  | Savings Visitor
Week BO Client AHT |  |  |  | Savings Client
Week BO App AHT |  |  |  | BO Visitor
Week OE Visitor AHT |  |  |  | BO Client
Week OE Client AHT |  |  |  | OE Visitor
Week Mortgage AHT |  |  |  | OE Client
Week Codes AHT |  |  |  | Mortgage
Week Collections AHT |  |  |  | [NAME]
Week Combined AHT |  |  |  | Codes
Weekly Aban Rate |  |  |  | Collections
Weekly ASA |  |  |  | Combined
[NAME]
 |  |  | MTD
Month To Date |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd*
 |  |  | Run CMS Rept Historical > Designer > 'Daily Split - MTD, YTD' |  | 1/07/2012-7/07/2012
MTD Sav Visitor SL |  |  | Skills will automatically populate | Savings Visitor | 80.4 | 3.78 | 54 | 338 | 2117
MTD Sav Client SL |  |  | Select date range from 1st day of month to previous day | Savings Client | 75.58 | 2.95 | 64 | 293 | 11600
MTD BO Visitor SL |  |  | From menu bar select Edit > Export All Data | BO Visitor | 88.46 | 1.65 | 39 | 429 | 1456
MTD BO Client SL |  |  | Ensure that 'Destination' = 'export to clipboard' | BO Client |  |  |  |  | 0
MTD OE Visitor SL |  |  | Uncheck boxes under 'Export format' | OE Visitor | 79.76 | 4.29 | 52 | 338 | 420
MTD OE Client SL |  |  | Paste to cell F90 | OE Client | 73.85 | 3.94 | 68 | 327 | 2539
MTD Mortgage SL |  |  | Copy cells B90-B102 | Mortgage | 75.36 | 2.72 | 67 | 396 | 5738
MTD Codes SL |  |  | using 'paste special/values and number formats', paste to relevant cell in column L | [NAME] |  |  |  |  | 0
MTD Combined SL |  |  | on worksheet 'Direct' | Codes | 72.75 | 6.58 | 67 | 254 | 1398
MTD Aban Rate |  |  |  | Combined | 76.41 | 3.21 | 63 | 330 | 25268
MTD ASA
MTD AHT
MTD [NAME] |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd*
MTD [NAME] AHT |  |  | Need to include skill 18 in combined excluding AHT | Savings Visitor
 |  |  |  | Savings Client
 |  |  |  | BO Visitor
 |  |  |  | BO Client
 |  |  |  | OE Visitor
 |  |  |  | OE Client
 |  |  |  | Mortgage
 |  |  |  | [NAME]
 |  |  |  | Codes
 |  |  |  | Combined
 |  |  | YTD
Year To Date |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd*
 |  |  | Run CMS Rept Historical > Designer > 'Daily Split - MTD, YTD' |  | 1/01/2012-7/07/2012
YTD Sav Visitor SL |  |  | Skills will automatically populate | Savings Visitor | 84.08 | 3.07 | 43 | 327 | 58698
YTD Sav Client SL |  |  | Select date range from 1st day of year to previous day | Savings Client | 85.31 | 2.19 | 40 | 284 | 268047
YTD BO Visitor SL |  |  | From menu bar select Edit > Export All Data | BO Visitor | 84.37 | 3.05 | 45 | 457 | 12503
YTD BO Client SL |  |  | Ensure that 'Destination' = 'export to clipboard' | BO Client | 83.43 | 2.1 | 48 | 380 | 22640
YTD OE Visitor SL |  |  | Uncheck boxes under 'Export format' | OE Visitor | 82.81 | 3.42 | 47 | 342 | 12190
YTD OE Client SL |  |  | Paste to cell F118 | OE Client | 82.74 | 2.71 | 46 | 322 | 68294
YTD Mortgage SL |  |  | Copy cells B108-B130 | Mortgage | 82.54 | 2.38 | 47 | 390 | 149578
YTD Codes SL |  |  | using 'paste special/values and number formats', paste to relevant cell in column L | [NAME] | 85.3 | 3.55 | 46 | 594 | 4286
YTD Combined SL |  |  | on worksheet 'Direct' | Codes | 84.63 | 4.35 | 36 | 245 | 39824
YTD Aban Rate |  |  |  | Combined | 84.09 | 2.55 | 43 | 324 | 636060
YTD ASA
YTD AHT
YTD BO App SL |  |  |  |  | %SVL | %ABN | ASA | AHT | Offrd*
YTD BO App AHT |  |  |  | Savings Visitor
 |  |  |  | Savings Client
 |  |  | Need to include skill 18 in combined excluding AHT | BO Visitor
 |  |  |  | BO Client
 |  |  |  | OE Visitor
 |  |  |  | OE Client
 |  |  |  | Mortgage
 |  |  |  | [NAME]
 |  |  |  | Codes
 |  |  |  | Combined