Cuadr

BIF Banca Empresas

BIF Banca Personas

Costos Totales
Ingresos Totales
Costos Variables
% Margen de Contribucin
Costos Fijos
% Margen Bruto
Costos CE&F
% Margen BAI

#VALUE!
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Ingresos vs Costos

Inf
or
me
Dia
rio

Cos tos Totales

Ingres os Totales

Datos
Cumplimiento

Banca Empresas
Banca Personas
BIF OUT (Encuestas)
Real
Objetivo
Cumplimiento

Llamadas
Recibidas
5,064
11,487
16,551

INGRESOS
RESULTADOS
PRESUPUESTALES

PRESUPUESTO
REAL

$17,701
Restringido

BIF Ou

RESULTADOS
PRESUPUESTALES

CUMPLIMIENTO

Segmento

0.00%

Financiero y Seguros

Clave

Informe Anual

Cuadro de Mandos BANBIF - Resumen Gen

Detalle
BIF Out (Encuestas)
Horas Previstas
Horas Presencia
Horas Conexin
% Speaking Time
% Formador Continuo
% Formador Inicial
%. Quality
% Estructura
Horas Contrato Vs Horas Conex in
2086
2100

1874

2000
1900
1800
1700

Horas Previstas

Horas Conexin

Llamadas
Atendidas
4,517
10,655

Llamadas Att <

15 Seg.
4,170
8,832

0
0

15,172

13,002

164

BAI

ING/HORA

HORAS

PERSONAL

30.12%
Restringido

$9.26
$0.00

1,911
2,084

11
12

Total Encuestas

TMO
143
172

CUMPLE

0.00%

109.0%

109%

Coste Hora

Coste Variable

Coste Fijo

$5.50

$4.45

$1.05

Cod. C.Coste
CAMP-02216

esumen General
Planeamiento

Facturacin y Costos

1874
2084
2086
33%

Llam. Recib.
Llam. Atend.
Llam. At. <15"
Total Encuestas

0.00%
0.00%
0.00%
0.83%

Recibidas Vs. Atendidas

17000
16500
16000

2086

15500
15000
14500
14000

Llam. Recib.

Conexin
Llamadas
Hora
8
7

Nivel de
Servicio
82.3%
76.9%

Nivel de
Atencin
89.2%
92.8%

%
Abandono
10.8%
7.2%

78.6%
90.0%
87%

91.7%
95.0%
96%

8.3%
6.0%
139%

% Absentismo
1.49%
4.07%
2.91%
2.00%
145.26%

Llam. Atend.

Tarifa HP

Tarifa Enc

Tarifa SMS

%CE&F

$8.30

$2.12

$0.06

10.50%

Planeamiento

16551
15172
13002
0

Atendidas

Llam. Atend.

Margen
Bruto
Restringido
Restringido
Restringido
Restringido
25%

Horas
Conexin
548
1538
0
2086

NS Cliente
92.3%
82.9%
85.70%
90.00%
95%

Fecha

LlamadasReci
bidas

Llamadas
Atendidas

Llamadas
Atendidas < 15
Seg.

Fri-01-Feb

248

216

197

Sat-02-Feb
Sun-03-Feb

55
0

53
0

46
0

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

276
301
229
207
233

227
221
189
190
222

199
184
171
182
213

Sat-09-Feb
Sun-10-Feb

38
0

37
0

35
0

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

274
227
225
193
322

245
208
197
184
280

232
192
189
171
255

Sat-16-Feb
Sun-17-Feb

113
0

95
0

84
0

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

275
213
200
203
296

214
206
195
190
267

190
192
186
176
244

Sat-23-Feb
Sun-24-Feb

40
0

40
0

38
0

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

231
227
212
226
0

223
221
201
196
0

211
214
186
183
0

Sat-02-Mar
Sun-03-Mar

0
0

0
0

0
0

Totales

5064

4517

4170

Fri-01-Feb

Sat-02-Feb
Sun-03-Feb

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb
Sat-09-Feb
Sun-10-Feb

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb
Sat-16-Feb
Sun-17-Feb

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb
Sat-23-Feb
Sun-24-Feb

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar
Sat-02-Mar
Sun-03-Mar

Horas
Previstas

Horas
Presencia

Horas
Conexin

Horas
Habladas

36

26

26

7.7

17
16

5
0

5
0

1.8
0.0

36
39
36
37
36

26
26
25
26
24

26
26
26
26
24

9.7
10.1
7.3
7.2
8.4

25
8

5
0

5
0

1.8
0.0

37
37
36
36
36

29
30
26
26
23

29
30
26
26
22

9.1
7.9
7.4
8.2
11.1

25
0

5
0

5
0

4.0
0.0

36
36
36
36
36

27
27
27
27
25

27
27
27
27
25

9.0
8.6
6.6
7.9
9.8

25
5

5
0

5
0

1.5
0.0

36
36
36
36

26
26
26
30

26
26
26
30
0

7.6
10.1
8.6
8.7
0.0

0
0

0.0
0.0

548

179.9

847

548

Horas
Estructura

H. Formador
Continuo

H. Formador
Inicial

H. Quality

0
0

0
0

0
0

0
0

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

1
1
1
1
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

12

SEGUIMIENTO DIARIO BAN

% Formador
Continuo

% Formador
Inicial

%. Quality

Horas
Formacin

0%

0%

0%

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%

0%

0%

Bitcora

O DIARIO BANCA EMPRESAS

Cadas Tecnolgicas

Bitcora

Horas
Auxiliares

TMO

% Nivel de
Atencin

6.1

128

87%

0.7
0.0

122
0

96%

4.1
13.6
6.3
6.3
7.0

154
165
138
136
136

82%
73%
83%
92%
95%

0.4
0.0

177
0

97%

6.3
5.5
4.0
3.5
3.1

134
136
135
160
143

89%
92%
88%
95%
87%

1.4
0.0

150
0

84%

14.1
9.9
10.7
9.3
7.2

151
150
122
149
132

78%
97%
98%
94%
90%

1.3
0.0

138
0

100%

6.3
3.3
6.9
9.3
0.0

123
164
154
159
0

97%
97%
95%
87%

0.0
0.0

0
0

147

143

89%

% Nivel de
Servicio

% NS Cliente

% Abandono

% de Productividad

79%

91%

13%

29%

84%

87%

4%

36%

72%
61%
75%
88%
91%

88%
83%
90%
96%
96%

18%
27%
17%
8%
5%

37%
40%
28%
28%
35%

92%

95%

3%

36%

85%
85%
84%
89%
79%

95%
92%
96%
93%
91%

11%
8%
12%
5%
13%

31%
26%
29%
32%
49%

74%

88%

16%

82%

69%
90%
93%
87%
82%

89%
93%
95%
93%
91%

22%
3%
3%
6%
10%

33%
31%
24%
29%
39%

95%

95%

0%

31%

91%
94%
88%
81%

95%
97%
93%
93%

3%
3%
5%
13%

29%
39%
33%
29%

82%

92%

11%

33%

% de Adherencia

% Speaking
Time

% de Presencia

% Conexin

77%

29.2%

100.0%

100.05%

86%

35.8%

100.2%

100.21%

85%
47%
77%
76%
71%

36.7%
39.5%
27.9%
27.8%
35.2%

100.1%
100.1%
102.0%
100.0%
100.0%

100.07%
100.06%
102.01%
100.00%
100.02%

92%

36.3%

100.1%

100.13%

78%
82%
85%
86%
82%

31.3%
26.2%
28.6%
32.0%
51.1%

100.0%
100.0%
100.0%
100.0%
95.7%

100.05%
100.03%
100.02%
100.02%
95.68%

71%

82.4%

100.1%

100.09%

48%
64%
61%
65%
72%

33.4%
31.3%
24.3%
29.2%
38.7%

100.1%
100.1%
100.1%
100.0%
100.0%

100.06%
100.05%
100.07%
100.00%
100.03%

75%

30.5%

100.2%

100.24%

76%
87%
74%
69%

29.5%
38.6%
32.7%
28.9%

100.0%
100.1%
100.0%
100.0%

100.01%
100.06%
100.02%
100.03%

73%

32.8%

100.0%

100%

Llamadas
Hora

% Estructura

% Absentismo

% Disponibilidad

2.3%

0.06%

73%

8.22

0.0%

0.12%
0.00%

29%
0%

10.58

2.3%
2.4%
2.5%
2.4%
2.8%

0.00%
0.00%
0.00%
0.00%
0.06%

73%
67%
72%
70%
66%

8.58
8.61
7.27
7.36
9.32

0.0%

0.00%
0.00%

20%
0%

7.39

1.9%
1.8%
2.4%
2.5%
3.1%

16.22%
0.00%
0.08%
0.08%
0.08%

79%
81%
72%
71%
60%

8.42
6.90
7.64
7.21
12.86

0.0%

0.88%
0.00%

19%

19.77

2.2%
2.1%
2.2%
2.2%
2.5%

0.78%
0.00%
0.00%
0.00%
0.00%

75%
76%
75%
75%
70%

7.94
7.51
7.18
7.06
10.53

0.0%

0.00%
0.00%

20%
0%

7.98

2.4%
2.4%
2.3%
1.8%

0.00%
16.67%
0.00%
0.00%

72%
72%
73%
83%

8.61
8.48
7.65
6.53

2.2%

1.49%

64.8%

8.24

Total Asesores

Pa's Maxima
Madrugada
(00:00 -08:00)

Pa's Maxima Maana

(00:08 -16:00)

3
2

0
0

1
0

5
5
5
5
5

0
0
0
0
0

3
3
3
3
3

4
1

0
0

1
0

4
5
5
5
5

0
0
0
0
0

3
3
3
3
3

0
0

1
0

5
5
5
5
5

0
0
0
0
0

3
3
3
3
3

4
1

0
0

1
0

5
4
5
5

0
0
0
0

3
3
3
3

Pa's Maxima Tarde

(16:00 -00:00)
3
0
0

3
3
3
3
3
0
0

3
3
3
3
3
0
0

3
3
3
3
3
0
0

3
3
3
3

Fecha

Llamadas
Recibidas

Llamadas
Atendidas

Llamadas
Atendidas <
15 Seg.

Fri-01-Feb

566

534

463

Sat-02-Feb
Sun-03-Feb

452
92

431
89

390
84

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

559
611
512
530
366

521
540
449
469
347

385
397
362
354
287

Sat-09-Feb
Sun-10-Feb

239
233

229
223

219
213

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

409
394
497
370
526

385
363
440
353
504

332
316
334
316
426

Sat-16-Feb
Sun-17-Feb

369
121

354
110

324
108

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

447
337
412
364
469

408
315
386
341
429

297
267
344
294
337

Sat-23-Feb
Sun-24-Feb

290
85

280
85

266
82

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

408
409
615
805
0

398
385
556
731
0

343
321
442
529
0

Sat-02-Mar
Sun-03-Mar

0
0

0
0

0
0

Totales

11487

10655

8832

Fri-01-Feb
Sat-02-Feb
Sun-03-Feb

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb
Sat-09-Feb
Sun-10-Feb

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb
Sat-16-Feb
Sun-17-Feb

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb
Sat-23-Feb
Sun-24-Feb

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar
Sat-02-Mar
Sun-03-Mar

Horas
Previstas

Horas
Presencia

Horas
Conexin

Horas
Habladas

54

68

68

25.0

34
5

46
21

46
21

17.0
4.3

49
49
36
36
36

63
64
63
64
68

63
64
63
64
68

29.3
29.1
28.6
23.5
16.7

20
13

46
21

46
21

9.9
7.4

35
36
50
49
49

57
58
63
63
61

58
58
63
63
62

19.2
20.2
22.5
17.2
22.1

26
21

46
21

46
21

14.2
4.4

43
43
43
43
43

62
63
63
63
64

62
63
63
63
64

19.9
17.4
17.6
17.6
19.4

26
16

46
21

46
21

12.1
2.9

43
43
43
43

62
63
64
71

62
63
64
71
0

18.3
18.5
25.3
30.4
0.0

0
0

0.0
0.0

1538

509.7

1027

1535

Horas
Estructura

H. Formador
Continuo

H. Formador
Inicial

H. Quality

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

SEGUIMIENTO DIARIO BAN

% Formador
Continuo

% Formador
Inicial

%. Quality

Horas Formacin

0%

0%

0%

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0
0

0%
0%

0%
0%

0%
0%

0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0
0
0

0%
0%

0%
0%

0%
0%

0%

0%

0%

Bitcora

O DIARIO BANCA PERSONAS

Cadas Tecnolgicas

Bitcora

Horas
Auxiliares

TMO

% Nivel de
Atencin

10.7

169

94%

3.4
0.3

142
175

95%
97%

10.6
8.6
13.7
16.0
17.8

202
194
229
180
173

93%
88%
88%
88%
95%

8.6
1.4

156
119

96%
96%

22.6
16.1
19.7
13.1
10.1

180
200
184
175
158

94%
92%
89%
95%
96%

2.9
0.8

144
144

96%
91%

14.7
12.3
12.2
13.1
19.7

175
198
164
186
163

91%
93%
94%
94%
91%

2.4
1.0

155
122

97%
100%

12.3
18.5
13.9
19.6
0.0

165
173
164
150
0

98%
94%
90%
91%

0.0
0.0

0
0

316

172

93%

% Nivel de
Servicio

% NS Cliente

% Abandono

% de Productividad

82%

87%

6%

37%

86%
91%

90%
94%

5%
3%

37%
21%

69%
65%
71%
67%
78%

74%
74%
81%
75%
83%

7%
12%
12%
12%
5%

47%
45%
45%
37%
25%

92%
91%

96%
96%

4%
4%

22%
35%

81%
80%
67%
85%
81%

86%
87%
76%
90%
85%

6%
8%
11%
5%
4%

34%
35%
36%
27%
36%

88%
89%

92%
98%

4%
9%

31%
21%

66%
79%
83%
81%
72%

73%
85%
89%
86%
79%

9%
7%
6%
6%
9%

32%
28%
28%
28%
30%

92%
96%

95%
96%

3%
0%

26%
14%

84%
78%
72%
66%

86%
83%
79%
72%

2%
6%
10%
9%

29%
30%
40%
43%

77%

83%

7%

33%

% Adherencia

% Speaking
Time

% Presencia

% Conexin

84%

37%

100.1%

100.10%

93%
99%

37%
21%

100.1%
100.0%

100.05%
100.01%

83%
87%
78%
75%
74%

47%
45%
45%
37%
25%

100.0%
100.0%
100.0%
100.0%
100.0%

100.00%
100.00%
100.03%
100.02%
100.01%

81%
94%

22%
35%

100.0%
100.0%

100.02%
100.01%

62%
72%
69%
79%
85%

33%
35%
36%
27%
35%

101.5%
100.0%
100.0%
100.0%
101.7%

101.54%
100.00%
100.02%
100.02%
101.66%

94%
97%

31%
21%

100.7%
100.4%

100.70%
100.42%

77%
80%
81%
79%
69%

32%
28%
28%
28%
30%

100.0%
100.0%
100.0%
100.0%
100.0%

100.02%
100.01%
100.02%
100.02%
100.02%

95%
95%

26%
14%

100.0%
100.1%

100.03%
100.06%

80%
71%
78%
72%

29%
30%
40%
43%

100.0%
100.0%
100.0%
100.0%

100.01%
100.00%
100.02%
100.02%

80%

33%

100.2%

100.17%

% Estructura

% Absentismo

% Disponibilidad

Llamadas Hora

0.3%

0.00%

126%

7.88

0.0%
0.0%

0.00%
0.00%

135%
420%

9.37
4.24

0.4%
0.4%
0.4%
0.4%
0.3%

16.33%
12.24%
0.00%
0.00%
0.00%

128%
131%
176%
179%
189%

8.33
8.44
7.07
7.29
5.11

0.0%
0.0%

0.00%
0.00%

230%
162%

4.98
10.62

0.5%
0.5%
0.4%
0.4%
0.4%

0.00%
0.00%
28.30%
12.24%
12.24%

165%
162%
125%
130%
127%

6.66
6.22
7.01
5.56
8.08

0.0%
0.0%

0.00%
0.00%

178%
100%

7.65
5.22

0.4%
0.4%
0.4%
0.4%
0.4%

0.00%
0.42%
0.58%
0.19%
1.33%

145%
146%
146%
147%
148%

6.53
5.02
6.16
5.40
6.72

0.0%
0.0%

0.00%
0.00%

177%
131%

6.08
4.05

0.4%
0.4%
0.4%
0.3%

0.70%
0.47%
0.12%
0.00%

145%
146%
148%
164%

6.37
6.15
8.72
10.33

0.3%

4.07%

149.7%

6.93

Total Asesores

Pa's Maxima
Madrugada
(00:00 -08:00)

Pa's Maxima
Maana
(08:00 -16:00)

5
1

0
0

6
3

6
6
5
5
5

0
0
0
0
0

8
8
8
8
8

3
2

0
0

6
3

5
5
5
6
6

0
0
0
0
0

8
8
8
8
8

4
3

0
0

6
3

6
6
6
6
6

0
0
0
0
0

8
8
8
8
8

4
2

0
0

6
3

6
6
6
6

0
0
0
0

8
8
8
8

Pa's Maxima Tarde

(16:00 -00:00)
7
4
2

7
7
7
7
7
4
2

7
7
7
7
7
4
2

7
7
7
7
7
4
2

7
7
7
7

Fecha

Llamadas
Salientes

Llamadas
Atendidas

Llamadas
Atendidas < 15
Seg.

Fri-01-Feb
Sat-02-Feb
Sun-03-Feb

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb
Sat-09-Feb
Sun-10-Feb

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb
Sat-16-Feb
Sun-17-Feb

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb
Sat-23-Feb
Sun-24-Feb

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar
Sat-02-Mar
Sun-03-Mar

Totales

Fri-01-Feb
Sat-02-Feb
Sun-03-Feb

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb
Sat-09-Feb
Sun-10-Feb

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb
Sat-16-Feb
Sun-17-Feb

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb
Sat-23-Feb
Sun-24-Feb

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar
Sat-02-Mar
Sun-03-Mar

Horas
Previstas

Horas Presencia Horas Conexin

Horas
Habladas

0.0

0
0

0
0

0.0
0.0

0
0
0
0
0

0
0
0
0
0

0.0
0.0
0.0
0.0
0.0

0
0

0
0

0.0
0.0

0
0
0
0
0

0
0
0
0
0

0.0
0.0
0.0
0.0
0.0

0
0

0
0

0.0
0.0

0
0
0
0
0

0
0
0
0
0

0.0
0.0
0.0
0.0
0.0

0
0

0
0

0.0
0.0

0
0
0
0
0

0
0
0
0
0

0.0
0.0
0.0
0.0
0.0

0
0

0
0

0.0
0.0

0.0

SEG
Horas
Estructura

H. Formador
Continuo

H. Formador
Inicial

H. Quality

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

SEGUIMIENTO DIARIO BIF OUT

% Formador
Continuo

% Formador
Inicial

%. Quality

0%

0%

0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%

0%

0%

Hora Conexin Facturable

Bitcora

ARIO BIF OUT

Horas Formacin

Cadas
Tecnolgicas

Horas
Auxiliares
0.0
0.0
0.0

0.0
0.0
0.0
0.0
0.0
0.0
0.0

0.0
0.0
0.0
0.0
0.0
0.0
0.0

0.0
0.0
0.0
0.0
0.0
0.0
0.0

0.0
0.0
0.0
0.0
0.0
0.0
0.0

Bitcora

% de Productividad

% Adherencia

% Speaking
Time

% Presencia

% Conexin

% Estructura

% Absentismo

0.00%

% Disponibilidad

Llamadas
Hora

Back Office

Ventas

Encuestas

Total
Asesores

Pa's Maxima
Madrugada
(00:00 -08:00)

Pa's Maxima
Maana
(00:08 -16:00)

Pa's Maxima Tarde

(16:00 -00:00)

Resultados de Atencion Normal

Fecha

Llamadas
Recibidas

Llamadas
Atendidas

Llamadas
Abandonadas

Llamadas
Atendidas menos
15 seg

Fri-01-Feb

248

216

32

197

Sat-02-Feb
Sun-03-Feb

55
0

53
0

2
0

46
0

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

276
301
229
207
233

227
221
189
190
222

49
80
40
17
11

199
184
171
182
213

Sat-09-Feb
Sun-10-Feb

38
0

37
0

1
0

35
0

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

274
227
225
193
322

245
208
197
184
280

29
19
28
9
42

232
192
189
171
255

Sat-16-Feb
Sun-17-Feb

113
0

95
0

18
0

84
0

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

275
213
200
203
296

214
206
195
190
267

61
7
5
13
29

190
192
186
176
244

Sat-23-Feb
Sun-24-Feb

40
0

40
0

0
0

38
0

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

231
227
212
226
0

223
221
201
196
0

8
6
11
30
0

211
214
186
183
0

Sat-02-Mar
Sun-03-Mar

0
0

0
0

0
0

0
0

Total

5,064

4,517

547

4,170

Resultados de Atencion Normal

Fecha

Llamadas
Recibidas

Llamadas
Atendidas

Llamadas
Abandonadas

Llamadas
Atendidas menos
15 seg

Fri-01-Feb

566

534

32

463

Sat-02-Feb
Sun-03-Feb

452
92

431
89

21
3

390
84

Mon-04-Feb
Tue-05-Feb

559
611

521
540

38
71

385
397

Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

512
530
366

449
469
347

63
61
19

362
354
287

Sat-09-Feb
Sun-10-Feb

239
233

229
223

10
10

219
213

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

409
394
497
370
526

385
363
440
353
504

24
31
57
17
22

332
316
334
316
426

Sat-16-Feb
Sun-17-Feb

369
121

354
110

15
11

324
108

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

447
337
412
364
469

408
315
386
341
429

39
22
26
23
40

297
267
344
294
337

Sat-23-Feb
Sun-24-Feb

290
85

280
85

10
0

266
82

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

408
409
615
805
0

398
385
556
731
0

10
24
59
74
0

343
321
442
529
0

Sat-02-Mar
Sun-03-Mar

0
0

0
0

0
0

0
0

Total

11,487

10,655

832

8,832

Resultados de Atencion Normal

Fecha

Fri-01-Feb

Sat-02-Feb
Sun-03-Feb
Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

Sat-09-Feb
Sun-10-Feb
Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

Sat-16-Feb
Sun-17-Feb
Mon-18-Feb

Llamadas
Salientes

Llamadas
Atendidas

Llamadas
Abandonadas

Llamadas
Atendidas menos
15 seg

Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

Sat-23-Feb
Sun-24-Feb
Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

Sat-02-Mar
Sun-03-Mar
Total

TIPO DE ENCUESTAS
Fecha

ACTUALIZACION
NEGATIVA

ACTUALIZACION
POSITIVA

MAXIMO
INTENTOS
AGENTE

TELEFONO
ERRADO

Fri-01-Feb

Sat-02-Feb
Sun-03-Feb
Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

Sat-09-Feb
Sun-10-Feb
Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

Sat-16-Feb
Sun-17-Feb
Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

Sat-23-Feb
Sun-24-Feb
Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar

Sat-02-Mar
Sun-03-Mar
Total

BANCA EMPRESAS
7

10

11

Resultado de Conexiones

TMO

Tiempo de
Conexin

Total Aux

Horas Efectivas

% Adherencia

128

26:16:58

6:07:36

20:09:22

76.69%

122
0

5:00:37
0:00:00

0:43:47
0:00:00

4:16:50
0:00:00

85.44%

154
165
138
136
136

26:26:56
25:39:55
25:58:55
25:49:11
23:49:28

4:06:47
13:33:39
6:17:28
6:16:33
6:58:25

22:20:09
12:06:16
19:41:27
19:32:38
16:51:03

84.45%
47.16%
75.79%
75.69%
70.73%

177
0

5:00:24
0:00:00

0:25:20
0:00:00

4:35:04
0:00:00

91.57%

134
136
135
160
143

29:05:36
30:07:47
25:47:10
25:30:20
21:45:59

6:16:18
5:31:10
3:59:26
3:31:04
3:06:44

22:49:18
24:36:37
21:47:44
21:59:16
18:39:15

78.44%
81.68%
84.52%
86.21%
85.70%

150
0

4:48:16
0:00:00

1:23:44
0:00:00

3:24:32
0:00:00

70.95%

151
150
122
149
132

26:56:46
27:26:39
27:08:52
26:55:08
25:21:24

14:03:57
9:53:10
10:43:39
9:20:54
7:12:58

12:52:49
17:33:29
16:25:13
17:34:14
18:08:26

47.80%
63.98%
60.48%
65.27%
71.54%

138
0

5:00:44
0:00:00

1:16:41
0:00:00

3:44:03
0:00:00

74.50%

123
164
154
159
0

25:54:13
26:03:57
26:16:28
30:00:31
0:00:00

6:16:32
3:17:50
6:52:54
9:16:10
0:00:00

19:37:41
22:46:07
19:23:34
20:44:21
0:00:00

75.77%
87.35%
73.81%
69.11%

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

143

548:12:14

146:32:46

401:39:28

73.27%

BANCA PERSONAS
Resultado de Conexiones

TMO

Tiempo de
Conexin

Total Aux

Horas Efectivas

% Adherencia

169

67:46:47

10:41:38

57:05:09

84.22%

142
175

46:00:11
21:00:05

3:26:52
0:16:46

42:33:19
20:43:19

92.51%
98.67%

202
194

62:34:19
63:58:19

10:35:09
8:33:47

51:59:10
55:24:32

83.08%
86.61%

229
180
173

63:29:50
64:21:53
67:52:37

13:40:41
16:01:09
17:49:45

49:49:09
48:20:44
50:02:52

78.46%
75.11%
73.73%

156
119

46:00:35
21:00:09

8:38:05
1:21:07

37:22:30
19:39:02

81.23%
93.56%

180
200
184
175
158

57:47:51
58:22:13
62:44:26
63:28:52
62:23:50

22:36:00
16:07:24
19:42:50
13:03:00
10:05:19

35:11:51
42:14:49
43:01:36
50:25:52
52:18:31

60.90%
72.38%
68.58%
79.44%
83.83%

144
144

46:18:04
21:05:17

2:51:41
0:45:51

43:26:23
20:19:26

93.82%
96.38%

175
198
164
186
163

62:28:59
62:44:06
62:41:38
63:06:56
63:48:38

14:40:47
12:19:16
12:13:22
13:05:36
19:40:25

47:48:12
50:24:50
50:28:16
50:01:20
44:08:13

76.51%
80.36%
80.50%
79.25%
69.17%

155
122

46:00:56
21:00:43

2:21:24
1:02:53

43:39:32
19:57:50

94.88%
95.01%

165
173
164
150
0

62:29:04
62:37:03
63:44:34
70:43:57
0:00:00

12:18:47
18:27:45
13:55:54
19:33:02
0:00:00

50:10:17
44:09:18
49:48:40
51:10:55
0:00:00

80.29%
70.52%
78.14%
72.36%

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

172

1537:41:52

315:56:15

1221:45:37

79.45%

ENCUESTAS
Resultado de Conexiones

TMO

Tiempo de
Conexin

Total Aux

Horas Efectivas

0:00:00

0:00:00

0:00:00

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0
0
0
0
0

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0
0
0
0
0

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00

0:00:00

0:00:00

% Adherencia

0
0
0
0

0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0
0
0
0
0

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0
0

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00

0:00:00

0:00:00

BO

VENTAS

SMS

TIPO DE ENCUESTAS
VOLVER A
LLAMAR
CLIENTE

3041

0.00

0.00

3041

0.00%

12

13

14

15

16

17

Tiempos de Auxiliar

Tiempo de Avail Tiempo SS.HH

Tiempo
Reunion

18
% de Auxiliar

Tiempo
Incidencia
Aplicativo

% Tiempo
SS.HH

% Tiempo
Reunion

% Tiempo
Incidencia
Aplicativo

11:16:52

5:33:16

21.1%

0.0%

0.0%

3:20:02
0:00:00

0:37:51
0:00:00

12.6%

0.0%

0.0%

11:20:07
4:59:31
10:37:59
11:52:18
10:46:11

4:22:45
13:18:43
4:46:16
6:01:41
6:44:48

16.6%
51.9%
18.4%
23.3%
28.3%

0.0%
0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%
0.0%

3:36:04
0:00:00

0:09:44
0:00:00

3.2%

0.0%

0.0%

11:44:19
14:36:13
12:51:32
14:42:35
9:17:02

4:02:51
3:41:01
2:34:22
2:06:31
1:58:30

13.9%
12.2%
10.0%
8.3%
9.1%

0.0%
0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%
0.0%

1:59:33
0:00:00

1:18:27
0:00:00

27.2%

0.0%

0.0%

5:56:21
11:13:01
11:34:49
11:19:15
10:12:43

5:26:42
6:42:42
6:26:44
6:18:57
5:48:19

20.2%
24.5%
23.7%
23.5%
22.9%

0.0%
0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%
0.0%

3:14:12
0:00:00

1:12:25
0:00:00

24.1%

0.0%

0.0%

13:03:01
14:15:46
10:30:04
10:37:07
0:00:00

6:04:10
2:05:32
3:50:28
9:20:04
0:00:00

23.4%
8.0%
14.6%
31.1%

0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%

0:00:00
0:00:00

0:00:00
0:00:00

234:56:37

110:32:49

20.17%

0.00%

0.00%

0:00:00

0:00:00

Tiempos de Auxiliar

Tiempo de Avail Tiempo SS.HH

Tiempo
Reunion

% de Auxiliar
Tiempo
Incidencia
Aplicativo

% Tiempo
SS.HH

% Tiempo
Reunion

% Tiempo
Incidencia
Aplicativo

22:22:35

1:26:07

2.1%

0.0%

0.0%

21:04:04
23:48:26

10:07:43
5:10:23

22.0%
24.6%

0.0%
0.0%

0.0%
0.0%

19:39:27
22:41:23

16:06:11
7:09:53

25.7%
11.2%

0.0%
0.0%

0.0%
0.0%

24:07:20
25:32:36
30:16:23

12:31:58
14:26:14
13:58:57

19.7%
22.4%
20.6%

0.0%
0.0%
0.0%

0.0%
0.0%
0.0%

26:43:45
16:37:05

8:08:47
0:56:50

17.7%
4.5%

0.0%
0.0%

0.0%
0.0%

18:36:44
25:09:54
22:37:22
32:07:11
28:14:45

22:05:55
14:58:38
18:57:46
12:17:14
4:05:45

38.2%
25.7%
30.2%
19.4%
6.6%

0.0%
0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%
0.0%

26:45:13
15:55:32

2:01:12
0:00:29

4.4%
0.0%

0.0%
0.0%

0.0%
0.0%

25:33:55
29:50:51
30:32:03
30:11:11
22:22:20

4:34:40
3:49:08
7:03:39
6:52:50
18:17:49

7.3%
6.1%
11.3%
10.9%
28.7%

0.0%
0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%
0.0%

30:25:00
17:05:18

2:07:01
0:51:25

4.6%
4.1%

0.0%
0.0%

0.0%
0.0%

30:21:07
23:54:28
24:49:51
21:59:01
0:00:00

8:08:43
16:36:52
12:34:42
15:58:10
0:00:00

13.0%
26.5%
19.7%
22.6%

0.0%
0.0%
0.0%
0.0%

0.0%
0.0%
0.0%
0.0%

0:00:00
0:00:00

0:00:00
0:00:00

689:24:50

261:25:01

17.00%

0.00%

0.00%

0:00:00

0:00:00

Tiempos de Auxiliar

Tiempo de Avail Tiempo SS.HH

0:00:00

0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00

0:00:00

Tiempo
Reunion

% de Auxiliar
Tiempo
Incidencia
Aplicativo

% Tiempo
SS.HH

% Tiempo
Reunion

% Tiempo
Incidencia
Aplicativo

0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00
0:00:00
0:00:00
0:00:00

0:00:00
0:00:00

0:00:00
0:00:00
0:00:00

0:00:00

0:00:00

19

iliar
% Total de
Auxiliares
23.3%

14.6%
15.6%
52.8%
24.2%
24.3%
29.3%

8.4%
21.6%
18.3%
15.5%
13.8%
14.3%

29.0%
52.2%
36.0%
39.5%
34.7%
28.5%

25.5%
24.2%
12.6%
26.2%
30.9%

26.73%

iliar
% Total de
Auxiliares
15.8%

7.5%
1.3%
16.9%
13.4%

21.5%
24.9%
26.3%

18.8%
6.4%
39.1%
27.6%
31.4%
20.6%
16.2%

6.2%
3.6%
23.5%
19.6%
19.5%
20.7%
30.8%

5.1%
5.0%
19.7%
29.5%
21.9%
27.6%

20.55%

iliar

% Total de
Auxiliares

FECHA

- H. TRABAJADAS

CONTRATADOS

BIF Banca Empresas

CAMPAA

2
Datos

ASISTIERON

Fri-01-Feb

26.27

Sat-02-Feb
Sun-03-Feb

3
2

5
5

5.00
0.00

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

5
5
5
5
5

5
5
5
5
5

26.43
25.65
25.47
24.82
23.82

Sat-09-Feb
Sun-10-Feb

4
1

5
5

5.00
0.00

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

4
5
5
5
5

5
5
5
5
5

28.08
29.12
25.78
25.50
22.75

Sat-16-Feb
Sun-17-Feb

4
0

5
5

4.80
0.00

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

5
5
5
5
5

5
5
5
5
5

26.93
27.43
27.13
26.92
25.35

Sat-23-Feb
Sun-24-Feb

4
1

5
5

5.00
0.00

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb

5
4
5

5
5
5

25.90
26.05
26.27

Thu-28-Feb
Fri-01-Feb

5
4
7

5
5.00
7

30.00
545.47
52.00

Sat-02-Feb
Sun-03-Feb

5
1

7
7

34.00
5.00

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

6
6
5
5
5

7
7
7
7
7

41.00
43.00
35.00
35.00
35.00

Sat-09-Feb
Sun-10-Feb

3
2

7
7

20.00
13.00

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

5
5
5
6
6

7
7
7
7
7

35.00
35.00
34.85
37.00
35.16

Sat-16-Feb
Sun-17-Feb

4
3

7
7

26.00
21.00

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

6
6
6
6
6

6
6
6
6
6

37.68
40.66
41.81
37.85
42.15

Sat-23-Feb
Sun-24-Feb

4
2

6
6

26.00
16.00

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Feb

6
6
6
6
5
0

6
6
6
6
7
0

38.88
42.80
35.00
43.00
939
0.00

Sat-02-Feb
Sun-03-Feb

0
0

0
0

0.00
0.00

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

0
0
0
0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

Sat-09-Feb
Sun-10-Feb

0
0

0
0

0.00
0.00

Mon-11-Feb
Tue-12-Feb

0
0

0
0

0.00
0.00

BIF Banca Personas

Total BIF

BIF Out

Total BIF

BIF Out

Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

0
0
0

0
0
0

0.00
0.00
0.00

Sat-16-Feb
Sun-17-Feb

0
0

0
0

0.00
0.00

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

0
0
0
0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

Sat-23-Feb
Sun-24-Feb

0
0

0
0

0.00
0.00

Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Feb

0
0
0
0
#DIV/0!
0

0
0
0
0
#DIV/0!
0

0.00
0.00
0.00
0.00
0.00
0.00

Sat-02-Feb
Sun-03-Feb

0
0

0
0

0.00
0.00

Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb

0
0
0
0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

Sat-09-Feb
Sun-10-Feb

0
0

0
0

0.00
0.00

Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb

0
0
0
0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

Sat-16-Feb
Sun-17-Feb

0
0

0
0

0.00
0.00

Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb

0
0
0
0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

Sat-23-Feb
Sun-24-Feb

0
0

0
0

0.00
0.00

Mon-25-Feb
Tue-26-Feb

0
0

0
0

0.00
0.00

BIF Ventas

Total BIF

Wed-27-Feb
Thu-28-Feb
Total BIF
Total general

0
0
#DIV/0!
256

0
0
#DIV/0!
325

0.00
0.00
0.00
1484.31

PLANEAMIE

- DOM-DI

11

- COMPENSADAS

10

- FNO

- FDI (APOYO)

- CAIDA CRC

- CAIDA GSS

- H. FORMACION

0.00

9.71

0
0

0.00
0.00

0
0

12
16

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

10
10
11
11
12

0
0
0
0
0

0
2.5
0
1
0

0
0
0
0
0

0
0

0.00
0.00

0
0

20
8

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

2
7
10
10.47
13.22

0
0
0
0
0

1
1
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

19.98
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

8.79
8.57
8.87
9.08
10.65

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

20
5

0
0

0
0

0
0

0
0
0

0.00
0.00
0.00

0
0
0

8.1
3.95
9.73

2
0
0

0
0
0

0
0
0

0
0.00
0

0.00
0.00
0.00

0
0.00
0

6
280.88
2

0
2.00
0

0
5.50
0

0
0.00
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
1
1
1

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
6
7.84

0
0
0
0
0

0
1
1
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

5.32
2.16
0.94
5.07
0.28

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0.00
0

0.00
0.00
0.00
0.00
0.00
0.00

0
0
0
0
0.00
0

3.82
0
7.95
0
41.38
0

0
0
0
0
0.00
0

0
0
0
0
5.00
0

0
0
0
0
0.00
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0

0.00
0.00
0.00

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0.00
0

0.00
0.00
0.00
0.00
0.00
0.00

0
0
0
0
0.00
0

0
0
0
0
0.00
0

0
0
0
0
0.00
0

0
0
0
0
0.00
0

0
0
0
0
0.00
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0.00
0.00
0.00
0.00
0.00

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0

0.00
0.00

0
0

0
0

0
0

0
0

0
0

0
0
0.00
0

0.00
0.00
0.00
0.00

0
0
0.00
0

0
0
0.00
322.26

0
0
0.00
2

0
0
0.00
10.5

0
0
0.00
0

0.02
0

0
0
0
0
0

0
0
0
0
0.02

0
0

0
0

0
0
0
0
0

6
0
0.03
0.03
0.03

0
0

0.22
0

0
0
0
0
0

0.28
0
0
0
0

0
0

0
0

0
0
0

0
6
0

17

18

0.06%
0.12%
0.00%
0.00%
0.00%
0.00%
0.00%
0.06%
0.00%
0.00%
16.22%
0.00%
0.08%
0.08%
0.08%
0.88%
0.00%
0.78%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
16.67%
0.00%

- PERMISOS (EXC)

0
0

16

- A COMPENSAR

0.02

15

- MATERNIDAD

14

- VACACIONES

#NAME?

13

- DOM-NOC

12

- % ABSENTISMO

PLANEAMIENTO ENERO 2013

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
1
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0.00
0

0
12.65
0

0
0

0
0

0
0
0
0
0

8
6
0
0
0

0
0

0
0

0
0
0
0
0

0
0
14.15
6
6

0
0

0
0

0
0
0
0
0

0
0.18
0.25
0.08
0.57

0
0

0
0

0
0
0
0
0.00
0

0.3
0.2
0.05
0
41.78
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0.00%
1.49%
0.00%
0.00%
0.00%
16.33%
12.24%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
28.30%
12.24%
12.24%
0.00%
0.00%
0.00%
0.42%
0.58%
0.19%
1.33%
0.00%
0.00%
0.70%
0.47%
0.12%
0.00%
4.07%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%

0
0
0

0
0
0

0
0.5
0

0
0
0

0
0

1
1

0
0

0
0

0
0
14
14
14

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

14
14

1
0

0
0

0
0

14
14
0
0
0

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

0
0

1
1

0
0

0
0

0
0
0
0
0

1
1
1
1
1

0
0
0
0
0

0
0
0
0
0

0
0

1
1

0
0

0
0

0
0
0
0
98
0

1
1
1
1
26
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0

0
0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0
0
0
0.00
0

0
0
0
0
0.00
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%

0
0
0

0
0
0

0
0
0

0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0.00
0

0
0
0.00
54.43

0.00%
0.00%
0.00%
2.91%

0
0
0
98

0
0
0
26

0
0
0
0.5

0
0
0
0

H. PRESENCIA REALES

51

APOYA

50

LO APOYAN

49

- H. PRESENCIA

22

- H. TOTALES

21

- SUSPENSION (ESS)

20

- DESCANSO

19

4.5

36

36

10

26.27

1
2

0
0

17
16

17
16

0
0

12
16

5
0

4.5
4.5
5
4.5
4.5

0
0
0
0
0

36
39
36
37
36

36
39
36
37
36

0
0
0
0
0

10
13
11
11
12

26
26
25
26
24

2
1

0
0

25
8

25
8

0
0

20
8

5
0

3.75
4.5
4.5
4.5
4.5

0
0
0
0
0

37
37
36
36
36

31
37
36
36
36

0
0
0
0
0

2
7
10
10
13

29
30
26
26
23

2
0

0
0

25
0

25
0

0
0

20
0

5
0

4.5
4.5
4.5
4.5
4.5

0
0
0
0
0

36
36
36
36
36

36
36
36
36
36

0
0
0
0
0

9
9
9
9
11

27
27
27
27
25

2
0

0
0

25
5

25
5

0
0

20
5

5
0

4.5
3.75
4.5

0
0
0

36
36
36

36
30
36

0
0
0

10
4
10

26
26
26

4.5
98.5
6.75

0
0
0

36
847
54

36
834
54

0
0
16

6
285.38
2

30
548.47
68

3
0

0
0

34
5

34
5

12
16

0
0

46
21

5.25
5.5
4.5
4.5
4.5

0
0
0
0
0

49
49
36
36
36

41
43
36
36
36

22
21
27
28
32

0
0
0
0
0

63
64
63
64
68

2
1

0
0

20
13

20
13

26
8

0
0

46
21

4.5
4.5
4.5
5.5
5.5

0
0
0
0
0

35
36
50
49
49

35
36
36
43
43

22
22
27
26
26

0
0
0
6
8

57
58
63
63
61

2.75
2

0
0

26
21

26
21

20
0

0
0

46
21

5.5
5.5
5.5
5.5
5.5

0
0
0
0
0

43
43
43
43
43

43
43
43
43
42

25
22
21
25
22

5
2
1
5
0

62
63
63
63
64

2.75
2

0
0

26
16

26
16

20
5

0
0

46
21

5.5
5.5
5.5
5.5
120.5
0

0
0
0
0
0
0

43
43
43
43
1027
0

43
43
43
43
985
0

24
20
29
28
591.27
0

4
0
8
0
41.38
0

62
63
64
71
1535.11
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0

0
0
0
219

0
0
0
0

0
0
0
1873.5

0
0
0
1819.07

0
0
0
591.27

0
0
0
326.76

0
0
0
2083.58

60

% FORMADORES

59

% ESTRUCTURA

58

H. OTRA ESTRUCTURA

57

H. QUALITY

56

H. FORM INICIAL

55

H. FORM CONTINUAS

54

H. FORMADORES

53

H. ESTRUCTURA

52

0.609

2%

0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.605
0.624
0.628
0.62
0.672

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

2%
2%
2%
2%
3%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.55
0.531
0.621
0.627
0.703

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

2%
2%
2%
2%
3%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.594
0.583
0.59
0.594
0.631

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

2%
2%
2%
2%
2%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.618
0.614
0.609

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

2%
2%
2%

0%
0%
0%

0
0
0
0
0
0
0
0
0
0
0
0

0.533
0.5834
0.236

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

2%
0.11%
0%

0%
0.00%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.256
0.25
0.252
0.249
0.236

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.281
0.274
0.255
0.252
0.261

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.256
0.255
0.255
0.254
0.251

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0.256
0.256
0.251
0.226
0.2085
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0%
0%
0%
0%
0.01%
0%

0%
0%
0%
0%
0.00%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0%
0%
0%

0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0
0
0
0
0

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0

0
0

0
0

0
0

0
0

0
0

0%
0%

0%
0%

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0%
0%
0.00%

0%
0%
0.00%

67

% ESTRUCTURA TOTAL

66

H. ESTRUCTURA TOTAL

65

% OTRA ESTRUCTURA

64

% QUALITY

63

% FORM INICIAL

62

% FORM CONTINUOS

61

0%

0%

0%

0%

61%

2.32%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

61%
62%
63%
62%
67%

2.29%
2.43%
2.47%
2.40%
2.82%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

55%
53%
62%
63%
70%

1.89%
1.76%
2.41%
2.46%
3.09%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

59%
58%
59%
59%
63%

2.21%
2.13%
2.17%
2.21%
2.49%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

62%
61%
61%

2.39%
2.36%
2.32%

0%
0.00%
0%

0%
0.00%
0%

0%
0.00%
0%

0%
0.00%
0%

53%
58%
24%

1.78%
0.11%
0.35%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

26%
25%
25%
25%
24%

0.41%
0.39%
0.40%
0.39%
0.35%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

28%
27%
26%
25%
26%

0.49%
0.47%
0.41%
0.40%
0.42%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

26%
26%
26%
25%
25%

0.41%
0.41%
0.41%
0.40%
0.39%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

26%
26%
25%
23%
21%
0%

0.41%
0.41%
0.39%
0.32%
0.01%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0.00%
0%

0%
0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0.00%
0.00%
0.00%
0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0.00%
0.00%

0%
0%
0.00%

0%
0%
0.00%

0%
0%
0.00%

0%
0%
0.00%

0%
0%
0%

0.00%
0.00%
0.00%

74.00

% OTRA ESTRUCTURA

73.00

% QUALITY

72.00

% FORM INICIAL

71.00

% FORM CONTINUOS

70.00

% FORMADORES

69.00

% ESTRUCTURA

68

8%

0%

0%

0%

0%

0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

8%
8%
8%
8%
8%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

7%
7%
8%
8%
9%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

7%
7%
7%
7%
8%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

8%
8%
8%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

7%
7%
3%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

3%
3%
3%
3%
3%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

4%
3%
3%
3%
3%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

3%
3%
3%
3%
3%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

3%
3%
3%
3%
3%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%
0%
0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%
0.00

0%
0%
0.00

0%
0%
0.00

0%
0%
0.00

0%
0%
0.00

0%
0%
0.00

HORAS PRESENCIA

HORAS PRESENCIA
FECHA
Fri-01-Feb
Sat-02-Feb
Sun-03-Feb
Mon-04-Feb
Tue-05-Feb
Wed-06-Feb
Thu-07-Feb
Fri-08-Feb
Sat-09-Feb
Sun-10-Feb
Mon-11-Feb
Tue-12-Feb
Wed-13-Feb
Thu-14-Feb
Fri-15-Feb
Sat-16-Feb
Sun-17-Feb
Mon-18-Feb
Tue-19-Feb
Wed-20-Feb
Thu-21-Feb
Fri-22-Feb
Sat-23-Feb
Sun-24-Feb
Mon-25-Feb
Tue-26-Feb
Wed-27-Feb
Thu-28-Feb
Fri-01-Mar
Sat-02-Mar
Sun-03-Mar
TOTALES

Horas Banca Horas Banca

Empresa
Personas
26
5
0
26
26
25
26
24
5
0
29
30
26
26
23
5
0
27
27
27
27
25
5
0
26
26
26
30

68
46
21
63
64
63
64
68
46
21
57
58
63
63
61
46
21
62
63
63
63
64
46
21
62
63
64
71

548

1535

Horas
Encuesta

Total Horas

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

93.98
50.98
21.00
89.00
89.62
88.95
90.17
91.69
51.00
21.00
86.00
88.49
88.51
88.97
84.13
50.78
21.00
89.40
90.16
89.81
90.02
89.15
51.00
21.00
88.38
88.67
90.00
100.72
0.00
0.00
0.00
2083.58

HORAS CONEXIN
Horas Banca Horas Banca
Empresa
Personas
26
5
0
26
26
26
26
24
5
0
29
30
26
26
22
5
0
27
27
27
27
25
5
0
26
26
26
30
0
0
0
548

68
46
21
63
64
63
64
68
46
21
58
58
63
63
62
46
21
62
63
63
63
64
46
21
62
63
64
71
0
0
0
1538

Horas
Encuesta

Total Horas

Encuestas

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

94.06
51.01
21.00
89.02
89.64
89.48
90.18
91.70
51.02
21.00
86.89
88.50
88.53
88.99
84.16
51.11
21.09
89.43
90.18
89.84
90.03
89.17
51.03
21.01
88.39
88.68
90.02
100.74
0.00
0.00
0.00
2085.90

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Facturacin BAN
Ventas

Back Office

Total
Encuestas

SMS

Ingresos SMS

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00

0
0
0
0
0
0
0
0
0
0
0
0
0
3041
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
3041

Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido

racin BAN BIF

Ingresos Banca Ingresos Banca
Empresas
Personas

Ingreso BIF
Encuesta

Total Ingresos

Restringido

Restringido

Restringido

Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido

Restringido

Restringido

Restringido

Costos Banca
Empresas

Costos
Banca
Personas

Costos BIF
Encuesta

Total Costos

Restringido

Restringido

Restringido

Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido

Restringido

Restringido

Restringido

Costos
Variables

Costos Fijos

% Margen de
Contribucin

% Margen
Bruto

Restringido

Restringido

Restringido

Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido
Restringido

Restringido

Restringido

Restringido

Restringido
Restringido
Restringido
Restringido

% Margen BAI

Tarifa HP

Restringido

$8.30

Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
Restringido
Restringido
Restringido
Restringido
Restringido
Restringido

Restringido
PER
EMP
OUT

A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
A
B
B
B
###

Costo Hora Costo Variable

$5.50

$4.45

Costo Fijo
$1.05

Seguim
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00

% CE&F

Tarifa
Encuesta
Efectiva

Tarifa Encuesta
Efectiva S/.

Tipo de Cambio

10.50%

$2.12

S/. 5.50

S/. 2.60

Seguimiento Ingresos

Tarifa Out
-Venta

Tarifa Out Back Office

Tarifa SMS

Tarifa
SMS

Costo
Hora Inicial

$7.00

$7.30

S/. 0.15

$0.06

$5.50

Costo Hora
Desarrollo

Coste Desarrollo al
01/01

$0.00

$0.00

INFORME
Mes
Enero
Febrero
Total

Llamadas
Recibidas

Llamadas
Atendidas

Llamadas
Atendidas <
15 Seg.

Cant
Encuestas

17,512
16,551

16,433
15,172

14,557
13,002

0
0

34063

31605

27559

Llamada Hora
7.30
7.28
7.26
7.24
7.22
7.207.18
7.18
7.16
7.14
7.12
Enero

###

INFORME ANUAL BANBIF

Horas
Previstas

Horas
Presencia

Horas
Conexin

Horas
Habladas

Horas
Estructura

Horas
Formacin

2,185
1,874

2,291
2,084

2,289
2,086

1,516
1,330

90
17

0
0

4058

4,375

4,375

2,846

107

Hora
7.27

23.17%
25.00%
20.00%
15.00%
10.00%
5.00%

Febrero

0.00%
Enero

Caidas
Tecnolog

Horas Aux

TMO

Nivel de
Atencin

Nivel de
Servicio

% Abandono

0
0

422
462

332
316

93.8%
91.7%

83.1%
78.6%

6.2%
8.3%

885

324

92.8%

80.9%

7.2%

% BAI

Febrero

% Productividad

% Adherencia

% Speaking
Time

% Presencia

% Conexin

66%
64%

81.5%
77.9%

66%
64%

100%
100%

100%
100%

65%

79.8%

65%

100%

100%

% Absentismo
4%
3%
2%
3%
2%
2%
1%
1%
0%
Enero

% Estructura

% Absentismo

% Disponibilidad

% NS Cliente

3.93%
0.83%

2%
3%

105%
111%

88.6%
85.7%

2.45%

2.64%

108%

87.2%

entismo
3%

Febrero

Llamadas Hora

7.18
7.27
7.22

Ingresos Gestin

19,001.97
Restringido
Restringido

Costos

12,603.09
Restringido
Restringido

Costo Fijo

2,406.04
Restringido
restringido

Costo Variable

10,197.04
Restringido
restringido

% CE&F

10.50%

% Margen Bruto

% Margen BAI

33.67%
Restringido

23.17%
Restringido

Restringido

Restringido

Pa's Maxima
Madrugada
(00:00 -08:00)

Pa's Maxima
Maana
(00:08 -16:00)

12
12

0
0

13
11

12

13

Total Asesores

###

Pa's Maxima Tarde

(16:00 -00:00)

Coste Hora

Ingreso Hora

10
10

### $
$

5.50
-

$
$

8.29
-

10

CALCULO HORAS
DICIEMBRE

MES
CANT DE
AGENTES
0
3
8
0

CONDICIONES
PART TIME
MINI FULL TIME
FULL TIME
VACACIONES
MATERNIDAD
AUMENTO PERSONAL
Totales

11

TOTAL HORAS
% ABSENTISMO
TOTAL HRS A SUMAR
TOTAL HRS A RESTAR
TOTAL PROYECTADO

2542.00
38.13
0.00
388.00
2115.87

Agentes
Horas presencia
Ingresos
Ingreso x hors
TC DOLARES A EUROS
Total das Gestin
Das Recorridos
Costos
BAI

11
2115.87
19,597.32
9.26
1.299
31
28
11,637.29
30.12%

Horas presencia
Ingresos
Costos
BAI

CANT
HORAS
3.92
6
8

$
$

1911.108387097
$
17,700.80
$
10,511.10
30.12%

CANT D
(L-V)
23
23
23
23
23

CANT D
(S)
4
4
4
4
4
31

1.50%

RAS

CANT D (D) CANT H.DSO

4
4
4
4
4

CANT. H.
APY

0
72
256

60
388

31

TOT. HRS.
0.00
558.00
1984.00
0.00
0.00
0.00
2542.00

COND

CALC HRS
TAR
ING. ANT
PRY
PREC SOL
CAMB
TOTALES
TOTAL HORAS
TOTAL INGRESO
INGRESO X HORA
COSTOS
CEF
%BAI

Costo Hora
% CE & F

5.50

10.50%

CALCULO INGRESOS

HR. S-D

292
8.3
2424

2001
8.3
16608

$ 2,423.60

AL HORAS
AL INGRESO
RESO X HORA
STOS

AI

HR. L-V

### $

$
$
$

BO

VENTA

50
7.3
365

365.00

2115.87
19,597.32
9.26
11,637.29
10.50%
30.12%

HRS. OUT

20
7.0

140.00

5.50

10.24
2.01

30
5.5
2.731
60.42

TOTAL

2373

###

TC

Horas aprob

87 L-V
52 S
21 D

1.299