| Parameter | Weightage | Sub Parameter | Sub Weightage | Fatal/Non Fatal | ||
|
Opening
|
5
|
Name |
Weightage | Rate | Remarks | |
|
Open
the call within 5 seconds
|
1.25
|
Non-Fatal | ||||
|
Opening
Should be Clear and understandable
|
1.25
|
Non-Fatal | ||||
|
Brand
name should be used in opening
|
1.25
|
Non-Fatal | ||||
|
Greet
customer as per timing
|
1.25
|
Non-Fatal | ||||
|
Closing
|
5
|
End
every call with closing script
|
1.5
|
Non-Fatal | ||
|
Defined
script should be followed
|
2
|
Non-Fatal | ||||
|
Closing
should be Clear and understandable
|
1.5
|
Non-Fatal | ||||
|
Further
assistance
|
3
|
Complete
further assistance followed on call
|
3
|
Non-Fatal | ||
|
IVR
Transfer
|
2
|
Transfer
process should be followed
|
2
|
Non-Fatal | ||
|
Account
Authentication Security Checks
|
10
|
Incorrect/Incomplete
Authentication
|
10
|
Fatal | ||
|
Query
and system probing
|
5
|
Relevant
probing should be done
|
1.25
|
Non-Fatal | ||
|
Sequential
probing should be done on call
|
1.25
|
Non-Fatal | ||||
|
Incomplete
probing done
|
1.25
|
Non-Fatal | ||||
|
Probing
not done
|
1.25
|
Non-Fatal | ||||
|
Empathy
Apology
|
3
|
Empathy
should be done once in a call/wherever required
|
1
|
Non-Fatal | ||
|
Apology
should be there on complaints calls or wherever required
|
1
|
Non-Fatal | ||||
|
Timely
empathy/apology should be done
|
1
|
Non-Fatal | ||||
|
Acknowledgement
|
2
|
Acknowledgement
taken throughout the call
|
1
|
Non-Fatal | ||
|
Acknowledgement
not taken whenever required
|
1
|
Non-Fatal | ||||
|
Hold
Transfer Procedure
|
3
|
Agent
should use unhold script after resuming the customer from the hold
|
0.75
|
Non-Fatal | ||
|
Script
should be Correct and complete (permission, time, purpose)
|
0.75
|
Non-Fatal | ||||
|
Agent
should not put the customer on unnecessary Hold
|
0.75
|
Non-Fatal | ||||
|
Hold
should be refreshed within the timeframe
|
0.75
|
Non-Fatal | ||||
|
Dead
Air
|
2
|
Dead
air not more than 10 sec
|
2
|
Non-Fatal | ||
|
Active
Listening Attentiveness
|
3
|
Agent
should be attentive on call
|
1.5
|
Non-Fatal | ||
|
Agent
should not repeat the customer for same information
|
1.5
|
Non-Fatal | ||||
|
Interruption
|
3
|
Agent
should not interrupt on call
|
1.5
|
Non-Fatal | ||
|
Agent
should stop while customer speaking on call
|
1.5
|
Non-Fatal | ||||
|
Choice
of words Sentence formation
|
3
|
Sentence
formation should be grammatically correct
|
1
|
Non-Fatal | ||
|
Wrong
choice of words
|
1
|
Non-Fatal | ||||
|
Incorrect
verbal nodes
|
1
|
Non-Fatal | ||||
|
Clarity
of speech ROS fumbling
|
3
|
Agent
s voice should be clear throughout the call
|
1
|
Non-Fatal | ||
|
Agent
should not sound flat on call
|
1
|
Non-Fatal | ||||
|
Customer
ask agent to repeat the same information due to high rate of Speech
|
1
|
Non-Fatal | ||||
|
Call
Mirroring language switch
|
2
|
Did
not speak as per the customer language
|
2
|
Non-Fatal | ||
|
Pronunciation
MTI errors
|
2
|
MTI
issue observed once in a call
|
2
|
Non-Fatal | ||
|
Personalization
Rapport Building
|
2
|
Need
to personalize the customer at least 2 times on call
|
0.5
|
Non-Fatal | ||
|
Need
to use correct salutation (Sir/Mam)
|
0.5
|
Non-Fatal | ||||
|
Brand
Loyalty/Segment based script used
|
1
|
Non-Fatal | ||||
|
Jargon
Slangs Fillers Abbreviations
|
2
|
Agent
should avoid technical words
|
1
|
Non-Fatal | ||
|
Jargons
to be avoided
|
1
|
Non-Fatal | ||||
|
Enthusiasm
Energy level Willing to help
|
2
|
Agent
should sound Energetic/enthusiastic on the call
|
1
|
Non-Fatal | ||
|
Agent
should be willing to help to the customer
|
1
|
Non-Fatal | ||||
|
Impolite
Commanding Casual tone Flat tone
|
3
|
Agent
should sound professional on call
|
1
|
Non-Fatal | ||
|
Agent
shouldn't be directive on call
|
1
|
Non-Fatal | ||||
|
Agent
should be polite throughout the call
|
1
|
Non-Fatal | ||||
|
Incorrect
information
|
10
|
Agent
should provide correct information
|
10
|
Fatal | ||
|
Incomplete
information
|
10
|
Agent
should provide complete information
|
10
|
Fatal | ||
|
Proactive
information
|
5
|
Agent
should give alternate information on call
|
2
|
Non-Fatal | ||
|
Incorrect/irrelevant
alternate option given to the customer
|
2
|
Non-Fatal | ||||
|
Incomplete
alternate option informs to customer
|
1
|
Non-Fatal | ||||
|
Tagging
accuracy and Tagging Status
|
5
|
Complaint
/Request Tagging is mandatory
|
0
|
Fatal | ||
|
Query
tagging should be correct
|
5
|
Non-Fatal | ||||
|
Tagging
notes
|
5
|
Remarks
should be there for every tagging
|
2.5
|
Non-Fatal | ||
|
Remarks
should be correct and complete
|
2.5
|
Non-Fatal | ||||
|
Disconnection
Call ignorance IVR Transfer avoidance
|
0
|
Agent
should not disconnect the call from his/her side
|
0
|
Fatal | ||
|
Unprofessional
on call Rude Sarcastic flirting
|
0
|
Rude
and unprofessional behavior
|
0
|
Fatal | ||
|
Escalation
denial
|
0
|
Agent
should n't deny for the escalation to the customer
|
0
|
Fatal | ||
|
Cross
Talk laughing
|
0
|
Cross
talking between the call or at the opening of the call
|
0
|
Fatal | ||
|
Any
activity which can impact client business is not allowed
|
0
|
Fatal | ||||
|
Any
activity that is considered as misconduct and can impact client business
|
0
|
Any
Unethical activity impacts client business
|
0
|
Fatal |
| Agent Wise | No | Yes | Not Required | Grand Total | KM Adherence |
| Abhinav Abhinav _ | 1 | 1 | 100% | ||
| Ankush Agarwal | 6 | 6 | 100% | ||
| Faisal Faisal _ | 4 | 4 | 100% | ||
| Faraz Faraz _ | 2 | 2 | 100% | ||
| Kumar Anshuman | 1 | 1 | 0% | ||
| Sachin Singh | 1 | 1 | 100% | ||
| Saurav Kumar | 2 | 2 | 100% | ||
| Shashwat Tiwari | 5 | 1 | 6 | 100% | |
| Somesh Singh | 6 | 6 | 100% | ||
| Yogendra Singh | 1 | 2 | 3 | 33% | |
| Grand Total | 2 | 29 | 1 | 32 | 83.33% |
| Emp Name | 01-Apr-25 | 02-Apr-25 | 03-Apr-25 | 04-Apr-25 | 05-Apr-25 | 06-Apr-25 | 07-Apr-25 | 08-Apr-25 | 09-Apr-25 | 10-Apr-25 | 11-Apr-25 | 12-Apr-25 | 13-Apr-25 | 14-Apr-25 | 15-Apr-25 | 16-Apr-25 | 17-Apr-25 | 18-Apr-25 | 19-Apr-25 | 20-Apr-25 |
| Abhinav | 8:09:18 | 8:03:26 | 8:09:17 | 8:15:46 | 8:01:24 | - | 8:03:55 | 8:04:18 | 8:06:59 | 8:07:59 | 8:08:23 | 8:02:52 | - | 8:01:58 | 8:20:24 | 8:08:21 | 8:01:04 | 8:03:18 | 8:00:53 | - |
| Ankush Agarwal | 8:06:27 | 8:05:02 | 8:04:54 | 8:07:00 | 8:05:11 | - | - | 8:15:28 | 8:03:44 | 8:04:18 | 8:08:55 | 8:05:21 | 8:01:44 | - | 8:04:07 | 8:02:20 | 8:14:33 | 8:05:41 | 8:01:04 | 8:03:02 |
| Faisal | - | - | 8:02:58 | 8:15:49 | 8:13:34 | 8:06:55 | 8:15:31 | - | 8:21:08 | 8:04:13 | 8:16:23 | 8:14:21 | 8:11:32 | 8:09:23 | 8:07:29 | - | 8:11:39 | 8:04:37 | 8:20:39 | 8:04:22 |
| Faraz | - | - | 8:00:00 | 8:10:05 | 8:09:21 | 8:07:43 | 8:14:07 | 8:08:21 | - | 8:02:56 | 8:09:08 | 8:03:08 | 8:05:49 | 8:04:52 | 8:00:00 | 8:12:29 | - | 8:05:43 | 8:08:50 | 8:05:51 |
| Kumar Anshuman | 8:02:34 | 8:01:20 | - | 8:05:41 | 8:02:16 | 8:17:37 | 8:01:45 | 8:02:03 | - | - | - | - | - | - | - | - | - | - | - | - |
| Sachin Kumar Singh | 8:00:00 | 8:04:22 | 8:01:07 | 8:00:58 | - | 8:00:00 | 8:05:15 | 8:03:21 | 8:01:55 | 8:00:00 | 8:02:31 | - | 8:08:00 | 8:00:00 | 8:00:00 | 8:02:55 | 8:00:00 | 8:01:27 | - | 8:01:37 |
| Satyansh Saini | 8:05:49 | 8:05:17 | 8:00:00 | 8:06:24 | 8:00:00 | 8:00:33 | 8:07:55 | 8:03:15 | 7:59:02 | 8:00:00 | 8:04:28 | 8:00:00 | - | - | - | - | - | - | 8:05:06 | 8:03:33 |
| Saurav Kumar | 8:07:29 | 8:15:40 | 8:13:44 | 8:20:31 | - | 8:36:35 | 8:10:28 | 8:15:58 | 8:17:06 | 8:07:45 | 8:06:21 | - | 8:10:40 | 8:23:10 | 8:07:49 | 8:18:53 | 8:07:39 | 8:11:12 | 8:20:49 | - |
| Shashwat Tiwari | 6:56:16 | 7:11:32 | 6:35:31 | 6:16:45 | - | 8:00:00 | 8:04:56 | 8:01:35 | 8:03:21 | 8:00:00 | 8:00:00 | - | 8:00:00 | 8:19:39 | 8:00:00 | 8:12:23 | 8:05:34 | 8:18:52 | - | 8:10:32 |
| Somesh Kumar Singh | 8:01:52 | 8:01:27 | 8:00:00 | - | - | - | - | 8:01:41 | 8:00:00 | - | 8:00:00 | 8:05:07 | 8:01:15 | 8:01:53 | - | 8:02:04 | 8:03:01 | 8:00:34 | 8:01:40 | 8:01:10 |
| Yogendra Pratap Singh | 8:01:37 | 8:07:31 | - | 8:02:37 | 8:02:10 | 8:11:48 | 8:01:00 | - | - | - | 8:06:37 | - | 8:20:00 | 8:11:57 | 8:02:55 | 8:00:34 | 8:02:59 | 8:01:22 | - | 8:04:13 |
| Grand Total | 7:56:49 | 7:59:31 | 7:54:10 | 7:58:10 | 8:04:51 | 8:10:09 | 7:18:35 | 8:06:13 | 8:06:39 | 8:03:24 | 8:06:17 | 8:05:08 | 8:07:23 | 8:09:06 | 8:05:20 | 8:07:30 | 8:05:49 | 8:05:52 | 8:08:26 | 8:04:17 |
| Emp ID | Name | Schedule | Adhere | Not Adhere | Shift Adherence | Shift Non Adherence% |
| 1097064 | Saurav Kumar | 17 | 17 | 0 | 100.00% | 0.00% |
| 1097271 | Somesh Kumar Singh | 14 | 11 | 3 | 78.57% | 21.43% |
| 1097272 | Sachin Kumar Singh | 17 | 17 | 0 | 100.00% | 0.00% |
| 1097276 | Yogendra Pratap Singh | 14 | 13 | 1 | 92.86% | 7.14% |
| 1097277 | Kumar Anshuman | 7 | 3 | 4 | 42.86% | 57.14% |
| 1097480 | Ankush Agarwal | 17 | 17 | 0 | 100.00% | 0.00% |
| 1097701 | Satyansh Saini | 14 | 14 | 0 | 100.00% | 0.00% |
| 1097830 | Abhinav | 17 | 17 | 0 | 100.00% | 0.00% |
| 1075242 | Shashwat Tiwari | 12 | 11 | 1 | 91.67% | 8.33% |
| 1096391 | Faisal | 16 | 16 | 0 | 100.00% | 0.00% |
| 1096392 | Faraz | 15 | 15 | 0 | 100.00% | 0.00% |
| Grand Total | 160 | 151 | 9 | 94.38% | 5.63% |
| Date | Staff Time Target | Staff Time | NetLogin | Actual Net login | AHT | CallsAnswered | Total Break | LunchBreak | Short Break | Refresher | FeedBack | Meeting | System_Down | Training | Other_Duration |
| Abhinav | 9:00:00 | 9:25:13 | 08:02:04 | 08:06:14 | 334 | 1054 | 0:57:21 | 0:33:27 | 00:23:54 | 0:00:00 | 0:13:38 | 0:00:00 | 00:00:00 | 0:00:00 | 0:07:25 |
| Ankush Agarwal | 9:00:00 | 8:40:27 | 07:38:08 | 07:40:14 | 278 | 1260 | 0:44:12 | 0:34:42 | 00:09:31 | 0:00:47 | 0:06:09 | 0:00:00 | 00:00:00 | 0:00:08 | 0:06:08 |
| Faisal | 9:00:00 | 9:06:58 | 08:06:27 | 08:10:52 | 292 | 1114 | 0:30:07 | 0:27:13 | 00:02:55 | 0:00:13 | 0:25:25 | 0:00:00 | 00:00:00 | 0:00:00 | 0:00:51 |
| Faraz | 9:00:00 | 9:11:39 | 08:00:22 | 08:06:47 | 351 | 925 | 0:31:09 | 0:21:55 | 00:09:15 | 0:00:00 | 0:32:34 | 0:00:00 | 00:00:00 | 0:00:00 | 0:01:43 |
| Kumar Anshuman | 9:00:00 | 9:37:32 | 08:04:45 | 08:04:45 | 277 | 552 | 1:11:04 | 1:11:04 | 00:00:00 | 0:00:00 | 0:11:10 | 0:00:00 | 00:00:00 | 0:00:00 | 0:08:07 |
| Sachin Kumar Singh | 8:45:00 | 9:01:06 | 07:48:03 | 07:59:49 | 289 | 1106 | 0:44:55 | 0:25:49 | 00:19:06 | 0:05:57 | 0:15:33 | 0:00:00 | 00:00:00 | 0:00:00 | 0:02:00 |
| Satyansh Saini | 9:00:00 | 9:43:57 | 07:51:07 | 08:02:50 | 347 | 830 | 0:34:44 | 0:31:10 | 00:03:34 | 0:00:00 | 1:53:54 | 0:00:00 | 00:00:00 | 0:02:24 | 0:04:38 |
| Saurav Kumar | 9:00:00 | 9:11:48 | 08:12:12 | 08:14:25 | 325 | 1147 | 0:41:48 | 0:41:30 | 00:00:19 | 0:00:00 | 0:11:52 | 0:00:00 | 00:00:00 | 0:00:00 | 0:07:20 |
| Shashwat Tiwari | 8:00:00 | 8:55:35 | 07:39:51 | 07:48:06 | 346 | 995 | 0:41:32 | 0:26:31 | 00:15:01 | 0:00:00 | 0:24:03 | 0:00:00 | 00:00:00 | 0:05:28 | 0:02:09 |
| Somesh Kumar Singh | 9:00:00 | 9:15:26 | 07:25:24 | 08:01:48 | 289 | 829 | 0:55:26 | 0:49:30 | 00:05:55 | 0:00:00 | 0:05:37 | 0:00:00 | 00:59:07 | 0:00:00 | 0:08:27 |
| Yogendra Pratap Singh | 9:00:00 | 9:11:31 | 07:59:53 | 08:05:17 | 330 | 839 | 0:40:19 | 0:40:19 | 00:00:00 | 0:04:19 | 0:22:51 | 0:00:00 | 00:00:00 | 0:00:00 | 0:03:32 |
| Grand Total | 8:52:20 | 9:10:36 | 07:52:59 | 08:01:28 | 314 | 10651 | 0:43:22 | 0:34:27 | 00:08:55 | 0:01:05 | 0:25:21 | 0:00:00 | 00:05:01 | 0:00:46 | 0:04:33 |
| Row Labels | 01/04/2025 | 02/04/2025 | 03/04/2025 | 04/04/2025 | 05/04/2025 | 06/04/2025 | 07/04/2025 | 08/04/2025 | 09/04/2025 | 10/04/2025 | 11/04/2025 | 12/04/2025 | 13/04/2025 | 15/04/2025 | 17/04/2025 | 18/04/2025 | 19/04/2025 | 20/04/2025 | 21/04/2025 | Grand Total |
| Shashwat Tiwari | 96.50% | 94.00% | 94.00% | 95.50% | 98.00% | 96.25% | 97.00% | 97.00% | 96.00% | 94.00% | 94.00% | 92.00% | 95.35% | |||||||
| Abhinav Abhinav _ | 94.00% | 97.00% | 94.00% | 95.75% | 94.50% | 92.50% | 94.83% | 94.33% | 95.33% | 92.50% | 94.68% | |||||||||
| Ankush Agarwal | 96.00% | 96.50% | 96.50% | 96.00% | 97.50% | 95.83% | 94.13% | 84.50% | 95.50% | 87.50% | 95.50% | 94.44% | ||||||||
| Somesh Singh | 86.50% | 96.00% | 89.50% | 93.35% | 89.50% | 95.50% | 93.50% | 92.00% | 95.50% | 92.67% | ||||||||||
| Kumar Anshuman | 93.50% | 92.00% | 83.50% | 91.50% | 92.00% | 91.00% | ||||||||||||||
| Faisal Faisal _ | 94.13% | 93.75% | 45.50% | 95.50% | 90.50% | 93.50% | 92.00% | 88.50% | 91.50% | 95.00% | 96.50% | 85.85% | ||||||||
| Faraz Faraz _ | 93.00% | 95.17% | 0.00% | 0.00% | 86.50% | 93.83% | 89.00% | 86.50% | 93.33% | 80.13% | ||||||||||
| Saurav Kumar | 90.00% | 91.50% | 95.50% | 96.00% | 94.00% | 87.50% | 92.88% | 94.00% | 0.00% | 88.00% | 0.00% | 79.14% | ||||||||
| Yogendra Singh | 0.00% | 88.50% | 0.00% | 94.04% | 96.00% | 96.00% | 90.50% | 90.25% | 78.88% | |||||||||||
| Satyansh Saini | 0.00% | 93.00% | 0.00% | 85.00% | 93.13% | 94.00% | 91.50% | 0.00% | 66.91% | |||||||||||
| Sachin Singh | 0.00% | 94.50% | 92.00% | 93.88% | 92.50% | 84.75% | 90.50% | 0.00% | 0.00% | 0.00% | 63.83% | |||||||||
| Grand Total | 94.00% | 0.00% | 75.75% | 94.00% | 86.85% | 92.00% | 74.80% | 84.00% | 98.00% | 93.04% | 82.06% | 92.08% | 94.31% | 93.85% | 92.44% | 75.25% | 83.64% | 76.25% | 74.98% | 84.22% |