Escolar Documentos
Profissional Documentos
Cultura Documentos
Agent Name
Araojo, Jennifer
Silva, Stephanie
Victoria, Joel Dan
Litana, Jessie
Cortez, Raenny Ann
Supervisor
Hannie Macapagal
Hannie Macapagal
Jose Velez
Hannie Macapagal
Jose Chichioco
Wave
2
14
10
16
4
QDS
Joyce Monzon
Catherine Macalindong
Irene Cruz
Josh Yusingco
Orville Nicart
Agent Name
Araojo, Jennifer
Cortez, Raenny Ann
Litana, Jessie
Silva, Stephanie
Victoria, Joel Dan
Supervisor
Hannie Macapagal
Jose Chichioco
Hannie Macapagal
Hannie Macapagal
Jose Velez
Wave
2
4
16
14
10
QDS
Joyce Monzon
Orville Nicart
Josh Yusingco
Catherine Macalindong
Irene Cruz
Emp #
9414
10152
8988
10918
14485
10690
13721
14905
Last
Opina
Cruz
Eusebio
Nicart
Yusingco
Cruz
Macalindong
Monzon
First
Joy
Guen
Giselle
Orville
Josh
Irene
Kate
Joyce
Schedule
11:00PM - 8:00AM
08:00PM - 5:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
Emp #
8988
9414
10152
10690
10918
13721
14485
14905
Last
First
Giselle
Joy
Guen
Irene
Orville
Kate
Josh
Joyce
Schedule
10:00PM - 7:00AM
11:00PM - 8:00AM
08:00PM - 5:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
10:00PM - 7:00AM
Eusebio
Opina
Cruz
Cruz
Nicart
Macalindong
Yusingco
Monzon
LOOKUP
WORK WEEK
1
2
3
4
5
DATE
30-Dec-12
6-Jan-13
13-Jan-13
20-Jan-13
27-Jan-13
Date of Evaluation
Work Week
6
7
8
9
10
3-Feb-13
10-Feb-13
17-Feb-13
24-Feb-13
3-Mar-13
Final Score
98.20%
97.67%
97.47%
97.33%
96.87%
# of Evals
1
1
1
1
1
Final Score
98.20%
96.87%
97.33%
97.67%
97.47%
# of Evals
1
=VLOOKUP(A12,A4:F8,6,FALSE)
1
1
1
1
2-Feb-13
5
=LOOKUP(E47,B47:B56,A47:A56)
SUM
5
5
8
2
4
3
7
6
9
19
=SUM(C5:C8
SUMIF
Agent Name
Onan, Maricar
Liwag, Lester
Cabaguing, Mary An
Oandasan, John Michael
Garcia, Ace Kristoffersen
Ballena, Dexter
Liwag, Lester
Liwag, Lester
Cabaguing, Mary An
Martin, Louise Jilliene
Martin, Louise Jilliene
Cabaguing, Mary An
Supervisor
Joxanne Depra
Joxanne Depra
Jose Velez
Mark Gutierrez
Margarette Lasala
Mark Gutierrez
Mark Gutierrez
Joxanne Depra
Jose Velez
Pamela Sunga
Pamela Sunga
Jose Velez
# of Evals
5
2
1
4
4
6
1
3
2
3
1
7
Jose Velez
Joxanne Depra
Margarette Lasala
Mark Gutierrez
Pamela Sunga
10
10
4
11
4
Supervisor
Joxanne Depra
Joxanne Depra
Jose Velez
Mark Gutierrez
Margarette Lasala
Mark Gutierrez
Mark Gutierrez
Joxanne Depra
Jose Velez
# of Evals
5
2
1
4
4
6
1
3
2
SUMPRODUCT / SUMIFS
Agent Name
Onan, Maricar
Liwag, Lester
Cabaguing, Mary An
Oandasan, John Michael
Garcia, Ace Kristoffersen
Ballena, Dexter
Liwag, Lester
Liwag, Lester
Cabaguing, Mary An
=SUMIF(B18:B29,B32,C18:C29)
Pamela Sunga
Pamela Sunga
Jose Velez
3
1
7
Count
Liwag, Lester
Cabaguing, Mary An
Joxanne Depra
Jose Velez
2
3
=SUMPRODUCT((A42:A53=A56)*(
Sum
Liwag, Lester
Cabaguing, Mary An
Joxanne Depra
Jose Velez
5
10
=SUMPRODUCT((A42:A53=A60)*(
=SUM(C5:C8)
2,C18:C29)
12
44
=SUM(C2,F2,G2)
=SUM(C2:J2)
A53=A56)*(B42:B53=B56))
A53=A60)*(B42:B53=B60),C42:C53)
COUNT
5
5
8
4
3
9
COUNTA
5
5
8
=COUNT(C5:C12
=COUNTA(C19:C26
=COUNTBLANK(
4
3
X
9
COUNTIF
Agent Name
Onan, Maricar
Liwag, Lester
Cabaguing, Mary An
Oandasan, John Michael
Garcia, Ace Kristoffersen
Ballena, Dexter
Liwag, Lester
Liwag, Lester
Cabaguing, Mary An
Martin, Louise Jilliene
Martin, Louise Jilliene
Cabaguing, Mary An
Supervisor
Joxanne Depra
Joxanne Depra
Jose Velez
Mark Gutierrez
Margarette Lasala
Mark Gutierrez
Mark Gutierrez
Joxanne Depra
Jose Velez
Pamela Sunga
Pamela Sunga
Jose Velez
# of Evals
5
2
1
4
4
6
1
3
2
3
1
7
Jose Velez
Joxanne Depra
Margarette Lasala
Mark Gutierrez
Pamela Sunga
3
3
1
3
2
=COUNTIF(B32:B43,B46)
3
6
=COUNT(C2,F2,G2)
=COUNT(C2:J2)
=COUNTA(C16:J16)
=COUNT(C5:C12)
=COUNTA(C19:C26)
=COUNTBLANK(C19:C26)
IF & IF(AND)
Agent Name
Araojo, Jennifer
Silva, Stephanie
Victoria, Joel Dan
Litana, Jessie
Cortez, Raenny Ann
Metrics
Internal Quality Monitoring Scores
Net Sales
Total
Supervisor
Hannie Macapagal
Hannie Macapagal
Jose Velez
Hannie Macapagal
Jose Chichioco
Wave
2
14
10
16
4
Certification
Goal
Actual
Score
85%
12.00%
98.20%
12.00%
4
3
RATING SCALE
Rating Scale
1
2
3
4
QDS
Irene Cruz
Catherine Macalindong
Irene Cruz
Josh Yusingco
Orville Nicart
Net Sales
below 8.00%
8% to 11.99%
12% to 16%
Above 16%
Score
Rating
Recommendations
1.0 to 2.79
Failed
2.80 to 3.20
3.21 and above
Met Goals
Very Good
IF(OR)
1. Proper Call Opening
1.1. Thanked the customer
1.2. Branded the call
1.3. Agent mentioned his name
1.4. Asked for the issue
No
Yes
No
Yes
Yes
=IF(OR(B37="No",B38="No",B39="No",
IF(ISERROR)
WORK WEEK
1
2
3
DATE
30-Dec-12
6-Jan-13
13-Jan-13
Date of Evaluation
Work Week
4
5
6
7
8
9
10
20-Jan-13
27-Jan-13
3-Feb-13
10-Feb-13
17-Feb-13
24-Feb-13
3-Mar-13
Final Score
98.20%
97.67%
89.99%
90.00%
0.00%
Rating
Pass
Pass
Fail
Pass
Fail
Weight
Score
75%
25%
100%
3
0.75
3.75
=IF(E4>0.8999,"Pass","Fail")
=IF(E5>89.99%,"Pass","Fail")
Remarks
=IF(C12="","",IF(C12<0.7999,1,IF(C12<=0.8499,2,IF(
Very Good =IF(C13="","",IF(C13<0.08,1,IF(C13<=0.1199,2,IF(C13
=IF(AND(F14>=1,F14<=2.79),"Failed",IF(AND(F14>=2.8,
Net Sales
below 8.00%
% to 11.99%
12% to 16%
Above 16%
"No",B39="No",B40="No"),"No",IF(OR(B37="Yes",B38="Yes",B39="Yes",B40="Yes"),"Yes","N/A"))
=IF(ISERROR(LOOKUP(E47,B47:B56,A47:A56)),"",LOOKUP(E47,B47:B56,A47:A56
.8499,2,IF(C12<=0.8999,3,IF(C12<=1,4,FALSE)))))
199,2,IF(C13<=0.16,3,IF(C13>0.16,4,FALSE)))))
ND(F14>=2.8,F14<=3.2),"Met Goals","Very Good"))
B47:B56,A47:A56))
TIME
Name
Lim, Edison
Cortez, Raenny Ann
Sara, Erwin
TL
Jordan Wong
Jordan Wong
Jordan Wong
Wave
7
4
5
In
8:00 PM
11:00 PM
2:00 AM
Out
5:00 AM
8:00 AM
QDS
Guen
Guen
Guen
TODAY
10/30/2015
Date Today
=TODAY()
NOW
10/30/2015 17:16 =NOW()
Date and Time as of now
NETWORKDAYS
20
Start Date
End Date
Holiday(s)
=NETWORKDAYS(B27,B28,B29:B31)
November 1, 2013
November 30, 2013
November 1, 2013 All Saints' Day
November 2, 2013 All Souls' Day
November 30, 2013 Bonifacio Day
*all listed holidays came from www.TimeAndDate.com
DAYS360
5
Start Date
End Date
=DAYS360(B40,B41,FALSE)
October 17, 2013
October 22, 2013
WEEKNUM
42
Date
=WEEKNUM(B40,1)
October 17, 2013
Scan Goal
2
2
2
Status
Active
Active
AWOL
=D4+TIME(9,0,0)
=TIME(9,0,0)+D5
CONCATENATE
Mon
Escuadro
Escuadro
Mon
Mon Escuadro
Escuadro, Mon
=CONCATENATE(A3," ",B3)
=A4&", "&B4
Sharon
Tan
Sharon, Tan
Sharon Tan
Mon
Escuadro
Escuadro
Mon
Nicart, Orville
Tan, Sharon
Opina, Joy
Nicart
Tan
Opina
Orville
Sharon
Joy
Supervisor
Jaime Ubaldo
Mark Gutierrez
Jose Chichioco
Jaime Ubaldo
Jordan Wong
Mark Gutierrez
Jaime Ubaldo
Jose Chichioco
Jordan Wong
Jose Chichioco
Mark Gutierrez
Jordan Wong
1st
96.00%
94.00%
92.00%
93.00%
96.00%
91.00%
97.00%
90.00%
95.00%
97.00%
95.00%
97.00%
2nd
94.00%
94.00%
96.00%
93.00%
97.00%
96.00%
91.00%
93.00%
90.00%
93.00%
92.00%
91.00%
Supervisor
Jaime Ubaldo
Mark Gutierrez
Jose Chichioco
Jordan Wong
# of Evals
6
6
6
6
AQS
94.00%
93.67%
93.50%
94.33%
=SUM(IF(B22:B33=F22,C22:D33))/G22
*don't forget to use Ctrl+Shift+Enter keys after entering the formula
DATA VALIDATION
Steps:
1. Type the entries in a single column or row without blank cells in between or at the end of the list.
2. You may type the entries in a different worksheet or workbook.
3. You may want to sort the data in the order that you want it to appear in the drop-down list.
1ST Option:
QDS
Giselle Eusebio
Guen Cruz
Irene Cruz
Josh Yusingco
Joy Opina
Joyce Monzon
Kate Macalindong
Orville Nicart
2ND Option:
QDS
Giselle Eusebio
Guen Cruz
Irene Cruz
Josh Yusingco
Joy Opina
Joyce Monzon
Kate Macalindong
Orville Nicart
QDS
QDS
Joy Opina
3RD Option:
Yes
No
N/A
Answer
op-down list.
ure that the In-cell drop-down and Ignore blank check boxes are selected.
lly, display an input message when the cell is clicked.
lick the Input Message tab.
ake sure that the Show input message when cell is selected check box is selected.
ype the title and text for the message (up to 225 characters).
how you want Microsoft Office Excel to respond when invalid data is entered.
lick the Error Alert tab.
ake sure that the Show error alert after invalid data is entered check box is selected.
elect one of the following options for the Style box:
display an information message that does not prevent entry of invalid data, click Information.
display a warning message that does not prevent entry of invalid data, click Warning.
prevent entry of invalid data, click Stop.
ype the title and text for the message (up to 225 characters).
display an information message that does not prevent entry of invalid data, click Information.
display a warning message that does not prevent entry of invalid data, click Warning.
prevent entry of invalid data, click Stop.
ype the title and text for the message (up to 225 characters).
Steps:
1. Create the first Named List.
1.1 In an empty area of the workbook, type the e
These should be one-word entries, to match t
1.2 Select the cells in the list (but not the headin
1.3 Click in the Name box, to the left of the form
1.4 Type a one-word name for the list, e.g.
1.5 Press the Enter key.
2. Create the supporting Named Lists.
2.1 Type the entries you want to see in the Excel
2.2 Select the cells in the list.
2.3 Click in the Name box, to the left of the form
2.4 Type a one-word name for the list, e.g.
This name must be exactly the same as the
2.5 Press the Enter key.
2.6 Create another list with the items for the nex
ea of the workbook, type the entries you want to see in the drop-down lists.
e one-word entries, to match the dependent list names that will be created.
in the list (but not the heading).
me box, to the left of the formula bar.
rd name for the list, e.g. Sale.
ng Named Lists.
s you want to see in the Excel data validation drop-down list for one of the Sale categories.
in the list.
me box, to the left of the formula bar.
rd name for the list, e.g. Yes.
st be exactly the same as the matching entry in the Sale list.
list with the items for the next category -- No in this example.
a Validation.
in which you want to apply Excel data validation using the Sale List
menu, choose Validation.
w drop-down list, choose List
box, type an equal sign and the list name, for example: =Sale
nt Data Validation.
in which you want to apply dependent data validation using the Yes or No List, dependent on which Sale
menu, choose Validation.
w drop-down list, choose List
box, type an equal sign and INDIRECT function, referring to the first data cell in the Sale column: =INDIRECT(B3)
column: =INDIRECT(B3)
a validation drop-downs.
Sale
Yes
No
Yes
Yes
No
No
Yes
No
YesYes
Presented features and benefits
Presented alternative solution
Offered cancellation
Misinformed the customer
Offered incorrect solution
Fraudulent transaction
YesNo
Customer initiated
Offered by other department
NoYes
No offer
No features and benefits
Incomplete features and benefits
No alternative solution
NoNo
Too expensive
Misrouted
Cancellation
Undecided
Dropped call/disconnected call
Existing XSS service
Doesn't want to pay
Not supported OS
No internet connection
Not authorized
CHARTS
TEAM
Mark
Duran
Jordan
Jaime
6
93.90%
89.77%
94.92%
91.07%
WORK
7
91.25%
91.88%
90.95%
94.11%
WEEK
8
87.77%
96.15%
95.90%
95.46%
9
94.00%
96.27%
95.59%
92.14%
AVERAGE
91.74%
93.67%
94.33%
93.15%
98.00%
96.00%
94.00%
92.00%
Mark
Duran
90.00%
Jordan
88.00%
Jaime
86.00%
84.00%
82.00%
6
AVERAGE
Steps:
1. To begin, you would select the data that you want to chart, as well as the column and row labels.
2. Then you would click the Chart Wizard button on the toolbar to open the Chart Wizard.
3. When the wizard opens, the Column chart type is selected. You could easily select another chart type,
4. Next you would click the Finish button at the bottom of the wizard.
Options
1. Double click inside the big box - displays the Format Chart Area
2. Double click inside the small box - displays the Format Plot Area
3. Double click inside the series - displays the Format Data Series
4. Double click inside the Legend box - displays the Format Legend
5. Double click the Category or Value Axis - displays the Format Axis
6. Double click a horizontal gridline - Value Axis Major Gridlines
7. Right click on any part of the chart and it will give you options
PARETO
U n a c c e p ta b le B e h a v io r
C o m m u n ic a tio n S k ills
10
0
GE
C u m u la tiv e %
15
C o u r te s y a n d P r o fe s s io n a lis m
Jaime
Cumulative %
29.41%
52.94%
68.63%
84.31%
94.12%
100.00%
100.00%
C umulative %
I n q u ir y I n v e s tig a tio n
Jordan
% Error
29.41%
23.53%
15.69%
15.69%
9.80%
5.88%
0.00%
20
C lo s in g a n d D o c u m e n ta tio n
Duran
# of Errors
15
12
8
8
5
3
0
51
# of E rrors
C o n v e rs io n / S a le s
Mark
# o f Erro rs
Attributes
Conversion / Sales
Closing and Documentation
Inquiry Investigation
Courtesy and Professionalism
Greeting and Verification
Communication Skills
Unacceptable Behavior
100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
C u m u la tiv e %
00.00%
0.00%
0.00%
0.00%
0.00%
.00%
column chart
CONDITIONAL FORMATTING
Highlight cells that are below 85.00% and blank cells
Name
Supervisor
Wave
Gabiola, Camille Theresa
Jacquelyn Almalbis
26
Garcia, Ace Kristoffersen
Jacquelyn Almalbis
26
Jido, Jerome
Carissa Estavillo
26
Navera, Regie Michael
Jacquelyn Almalbis
26
Pulumbarit, Eloisa Jane
Carissa Estavillo
26
Santiago, Ricardo
Jacquelyn Almalbis
26
1st
0.00%
89.00%
85.00%
95.00%
85.00%
80.00%
Supervisor
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Mark Gutierrez
Supervisor
Mark
Mark
Mark
Mark
Mark
Mark
Mark
Mark
Mark
Mark
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Gutierrez
Evaluation
Type
Recorded
Recorded
Recorded
Recorded
Recorded
Recorded
Recorded
Recorded
Recorded
Recorded
Ticket
Number
43741068
43770544
43789882
43804141
43803522
N/A
N/A
N/A
43799967
N/A
2nd
89.00%
86.00%
0.00%
89.00%
0.00%
85.00%
3rd
86.00%
93.00%
83.00%
75.00%
92.00%
90.00%
4th
0.00%
0.00%
97.00%
92.00%
0.00%
88.00%
5th
85.00%
0.00%
95.00%
91.00%
AQS
92.00%
89.80%
86.60%
74.00%
72.80%
72.00%
70.80%
70.20%
68.80%
77.44%
Formula is =$E18<85.00%
Call ID No.
361292
385694
399998
413324
385694
362191
386774
400598
386774
413673
Formula is =countif($E$30:$E$39,$E30)>1
ERRORS
#REF!
#####
1
2
3
4
5
15
1
2
4
5
#VALUE! =F3+F4+#REF!
=B3+B4+B5+B6+B7
598161354621654.00
#DIV/0!
#DIV/0!
5
0
=B17/B18
#VALUE!
#VALUE!
5
A
=B22*B23
=F3+F4+#REF!+F5+F6