Tiempo de atención

Ratio sin respuesta (%)

FCR

PARAMETROS

Tiempo Atención

Ratio sin respuesta (%)

FCR
FCR (First Contact Resolution)
 Variación

Tiempo de Atención

Ratio sin respuesta (%)

FCR
 Tiempo Atención Tiempo Acumulado Ratio sin respuesta (%)
Semana Jenny Johnny Jaky Joel Jenny Johnny Jaky Joel Jenny Johnny
1 118 69 145 84 118 69 145 84 0.80% 6.70%
2 129 126 165 124 247 195 310 208 9.20% 7.30%
3 167 116 103 97 414 311 413 305 1.80% 0.70%
4 130 131 151 106 544 442 564 411 3.40% 3.70%
5 145 118 71 88 689 560 635 499 2.60% 7.10%
6 107 97 163 161 796 657 798 660 2.10% 2.50%
7 69 88 168 85 865 745 966 745 7.40% 0.50%
8 163 147 109 94 1,028 892 1,075 839 5.20% 1.20%
9 86 66 78 117 1,114 958 1,153 956 3.80% 3.30%
10 115 69 151 140 1,229 1,027 1,304 1,096 7.30% 6.70%
11 124 149 121 142 1,353 1,176 1,425 1,238 6.40% 6.60%
12 144 80 101 138 1,497 1,256 1,526 1,376 3.10% 9.30%
13 110 69 112 163 1,607 1,325 1,638 1,539 8.00% 9.00%
14 141 83 169 166 1,748 1,408 1,807 1,705 7.40% 6.70%
15 91 96 109 112 1,839 1,504 1,916 1,817 0.30% 9.80%
16 83 98 82 80 1,922 1,602 1,998 1,897 1.40% 8.20%
17 91 94 119 68 2,013 1,696 2,117 1,965 3.30% 8.80%
18 125 169 155 156 2,138 1,865 2,272 2,121 1.00% 8.40%
19 62 145 79 145 2,200 2,010 2,351 2,266 3.80% 6.00%
20 154 88 150 127 2,354 2,098 2,501 2,393 5.90% 3.50%
21 62 140 124 110 2,416 2,238 2,625 2,503 6.60% 4.60%
22 74 168 127 169 2,490 2,406 2,752 2,672 3.00% 9.90%
23 155 95 65 112 2,645 2,501 2,817 2,784 8.50% 9.80%
24 85 139 112 135 2,730 2,640 2,929 2,919 1.90% 1.80%
25 88 84 77 152 2,818 2,724 3,006 3,071 8.50% 2.10%
26 120 84 103 149 2,938 2,808 3,109 3,220 3.60% 3.50%
27 91 156 139 152 3,029 2,964 3,248 3,372 9.80% 6.70%
28 62 96 93 128 3,091 3,060 3,341 3,500 9.20% 1.50%
29 157 72 149 83 3,248 3,132 3,490 3,583 8.40% 1.80%
30 109 98 130 98 3,357 3,230 3,620 3,681 1.10% 1.10%
31 120 106 161 155 3,477 3,336 3,781 3,836 4.20% 7.40%
32 130 96 127 82 3,607 3,432 3,908 3,918 3.20% 9.50%
33 92 135 104 97 3,699 3,567 4,012 4,015 2.70% 7.60%
34 116 129 132 89 3,815 3,696 4,144 4,104 5.80% 5.90%
35 148 157 106 110 3,963 3,853 4,250 4,214 3.10% 6.90%
36 68 120 167 118 4,031 3,973 4,417 4,332 6.70% 0.90%
37 158 105 102 82 4,189 4,078 4,519 4,414 1.10% 4.90%
38 140 154 157 118 4,329 4,232 4,676 4,532 7.80% 9.90%
39 77 86 163 131 4,406 4,318 4,839 4,663 4.20% 3.20%
40 165 92 167 94 4,571 4,410 5,006 4,757 0.00% 1.20%
41 118 79 61 166 4,689 4,489 5,067 4,923 2.60% 8.80%
42 167 87 72 89 4,856 4,576 5,139 5,012 2.80% 6.50%
43 120 123 81 117 4,976 4,699 5,220 5,129 6.50% 4.10%
44 123 136 139 89 5,099 4,835 5,359 5,218 5.60% 2.30%
45 64 163 146 67 5,163 4,998 5,505 5,285 0.90% 2.10%
46 124 85 100 142 5,287 5,083 5,605 5,427 0.10% 5.40%
47 69 158 61 81 5,356 5,241 5,666 5,508 1.30% 1.10%
48 107 105 108 123 5,463 5,346 5,774 5,631 6.60% 5.30%
atio sin respuesta (%) FCR (Resolución Primera Llamada)
Jaky Joel Jenny Johnny Jaky Joel
1.00% 0.20% 91.15% 91.10% 91.55% 91.56%
2.00% 5.80% 91.44% 91.61% 91.73% 91.05%
1.30% 2.60% 90.93% 91.88% 91.76% 93.00%
4.60% 9.20% 90.93% 91.71% 91.76% 91.05%
1.70% 2.40% 91.81% 91.07% 91.50% 91.87%
8.10% 3.80% 91.03% 91.18% 90.99% 91.51%
4.70% 3.90% 90.96% 91.67% 91.72% 91.72%
5.00% 7.10% 91.23% 91.84% 91.28% 91.26%
4.70% 1.40% 91.43% 91.25% 91.71% 91.21%
6.30% 1.80% 91.29% 91.76% 91.91% 92.00%
8.10% 7.00% 91.22% 91.75% 91.60% 91.75%
6.30% 5.40% 91.63% 91.14% 91.31% 91.44%
2.30% 6.10% 91.23% 91.50% 91.75% 94.00%
2.30% 2.90% 91.09% 91.90% 90.94% 91.37%
0.50% 0.80% 91.36% 91.65% 91.86% 91.40%
9.00% 4.90% 91.22% 91.25% 91.06% 90.92%
5.00% 8.20% 91.54% 91.16% 91.05% 91.61%
6.30% 2.70% 91.59% 91.14% 91.58% 91.78%
9.70% 5.80% 91.88% 91.26% 91.34% 91.34%
7.30% 9.00% 91.71% 91.22% 91.84% 91.55%
5.30% 2.70% 91.82% 91.78% 91.81% 91.47%
7.40% 4.90% 91.20% 91.83% 91.29% 95.00%
9.80% 2.70% 91.32% 91.74% 91.48% 91.23%
4.40% 8.00% 91.68% 91.67% 91.02% 91.75%
0.50% 9.10% 91.67% 91.07% 91.87% 91.14%
4.40% 8.60% 91.00% 91.74% 91.48% 91.86%
4.70% 2.50% 91.67% 91.67% 91.71% 97.00%
5.60% 6.70% 91.44% 91.71% 91.89% 91.43%
9.80% 1.60% 91.45% 91.22% 91.33% 91.53%
4.20% 1.00% 90.99% 91.05% 90.99% 91.78%
4.40% 9.20% 91.27% 91.82% 91.06% 90.94%
3.50% 2.80% 91.74% 91.27% 91.54% 91.48%
6.30% 7.10% 91.20% 91.56% 91.33% 91.87%
8.10% 4.00% 91.32% 91.43% 91.79% 90.91%
8.70% 5.00% 91.36% 91.35% 90.98% 91.60%
6.70% 4.80% 91.32% 91.82% 90.95% 91.39%
1.10% 4.30% 91.00% 91.09% 91.91% 91.60%
5.80% 4.80% 91.41% 91.42% 91.19% 91.23%
3.70% 3.10% 91.24% 91.18% 90.94% 91.14%
6.70% 9.00% 90.98% 91.11% 91.30% 91.06%
8.00% 2.10% 91.32% 91.26% 91.74% 91.09%
3.60% 7.50% 91.12% 91.33% 91.43% 91.58%
9.80% 2.70% 91.59% 91.23% 91.76% 91.10%
7.50% 1.40% 91.27% 91.17% 91.70% 90.95%
4.60% 2.30% 91.73% 90.98% 91.71% 91.09%
3.70% 3.80% 90.91% 91.66% 91.16% 91.23%
6.40% 0.20% 91.72% 91.91% 91.60% 91.28%
9.00% 7.50% 91.13% 91.13% 91.31% 91.11%
Tiempo Atención Ratio sin respuesta (%)
respuesta (%) FCR