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Process

The document provides step-by-step instructions for calculating key metrics from HPSM data including CTR, SLA, and shift lead parameters. It describes exporting incident and interaction queue data to Excel for analysis using multiple advanced filters on fields like source, opened by, and guest feedback.

Uploaded by

Arnab Datta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
34 views10 pages

Process

The document provides step-by-step instructions for calculating key metrics from HPSM data including CTR, SLA, and shift lead parameters. It describes exporting incident and interaction queue data to Excel for analysis using multiple advanced filters on fields like source, opened by, and guest feedback.

Uploaded by

Arnab Datta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

How to Calculate the CTR:

Data from HPSM:


Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 00 / 00 / 00 and the To
Date: Month / Date / Year / 23/ 59 / 59.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘Voice’.

Step 09: Click on ‘Next’.

Step 10: Click on ‘Search’ on top.

Step 11: On the top right side, click on ‘Menu Bar’.

Step 12: Click on ‘Export to Excel’.

Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 15: Click on ‘Confirm’ Button.


Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

How to Calculate the SLA:


Data from HPSM:
Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 00 / 00 / 00 and the To
Date: Month / Date / Year / 23 / 59 / 59.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘Voice’.

Step 09: Click on ‘Next’.

Step 10: Click on ‘Search’ on top.

Step 11: On the top right side, click on ‘Menu Bar’.

Step 12: Click on ‘Export to Excel’.

Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.
Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 15: Click on ‘Confirm’ Button.

Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

How to Calculate the Shift Lead Parameters:


Data from HPSM:
Data One:

Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘Voice’.

Step 09: Click on ‘Next’.

Step 10: Click on ‘Search’ on top.


Step 11: On the top right side, click on ‘Menu Bar’.

Step 12: Click on ‘Export to Excel’.

Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 15: Click on ‘Confirm’ Button.

Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

Data Two:

Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Source’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘Voice’.

Step 09: Click on ‘Next’.

Step 10: Again Click on ‘Advanced Filter’.


Step 11: On the right side, Click on ‘Add New Filter Criteria’.

Step 12: Under Field in Incident, Scroll down and Select: ‘Guest Feedback’.

Step 13: Under Comparisons, Scroll down and Select: ‘Is Empty’.

Step 14: Click on ‘Search’ on top.

Step 15: On the top right side, click on ‘Menu Bar’.

Step 16: Click on ‘Export to Excel’.

Step 17: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 18: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 19: Click on ‘Confirm’ Button.

Step 20: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 21: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

Data Three:

Step 01: Open the Interaction Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.
Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘SUP’.

Step 09: Click on ‘Next’.

Step 10: Click on ‘Search’ on top.

Step 11: On the top right side, click on ‘Menu Bar’.

Step 12: Click on ‘Export to Excel’.

Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 15: Click on ‘Confirm’ Button.

Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

Data Four:

Step 01: Open the Interaction Queue.

Step 02: Click on ‘Search’.

Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.
Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘SUP’.

Step 09: Click on ‘Next’.

Step 10: Again Click on ‘Advanced Filter’.

Step 11: On the right side, Click on ‘Add New Filter Criteria’.

Step 12: Under Field in Incident, Scroll down and Select: ‘SLA Breach’.

Step 13: Under Comparisons, Scroll down and Select: ‘Equals’.

Step 14: Under Value, Select: ‘True’.

Step 15: Click on ‘Search’ on top.

Step 16: On the top right side, click on ‘Menu Bar’.

Step 17: Click on ‘Export to Excel’.

Step 18: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 19: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 20: Click on ‘Confirm’ Button.

Step 21: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 22: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

Data Five:

Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.


Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘SUP’.

Step 09: Click on ‘Next’.

Step 10: Click on ‘Search’ on top.

Step 11: On the top right side, click on ‘Menu Bar’.

Step 12: Click on ‘Export to Excel’.

Step 13: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 14: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 15: Click on ‘Confirm’ Button.

Step 16: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 17: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

Data Six:

Step 01: Open the Incident Queue.

Step 02: Click on ‘Search’.


Step 03: Below the From Date and To Date, under Opened Tab, Select the Date as follows: From Date: Month / Date / Year / 04 / 45 / 00 and the To
Date: Month / Date / Year / 04 / 45 / 00.

Step 04: Click on ‘Advanced Filter’.

Step: 05: On the right side, Click on ‘Add New Filter Criteria’.

Step 06: Under Field in Incident, Scroll down and Select: ‘Opened By’.

Step 07: Under Comparisons, Scroll down and Select: ‘Contains’ or ‘Equals’.

Step 08: Under Value, Type: ‘SUP’.

Step 09: Click on ‘Next’.

Step 10: Again Click on ‘Advanced Filter’.

Step 11: On the right side, Click on ‘Add New Filter Criteria’.

Step 12: Under Field in Incident, Scroll down and Select: ‘Resolved Group’.

Step 13: Under Comparisons, Scroll down and Select: ‘Equals’.

Step 14: Under Value, Type: ‘CorpHD Admins’.

Step 15: Click on ‘Next’.

Step 16: Again Click on ‘Advanced Filter’.

Step 17: On the right side, Click on ‘Add New Filter Criteria’.

Step 18: Under Field in Incident, Scroll down and Select: ‘SLA Breached’.

Step 19: Under Comparisons, Scroll down and Select: ‘Equals’.

Step 20: Under Value, Select: ‘True’.


Step 21: Click on ‘Search’ on top.

Step 22: On the top right side, click on ‘Menu Bar’.

Step 23: Click on ‘Export to Excel’.

Step 24: Under ‘File Name’, first select the Browse Icon on right side and Select the destination place.

Step 25: Type a File Name (XXX) and Click on ‘Open’ (Please note that the File will be in save as ‘csv’ file).

Step 26: Click on ‘Confirm’ Button.

Step 27: Click on ‘Save as’ and under ‘Save as Type’, Select: either ‘Excel Workbook’ or ‘Excel 97-2003 Workbook’.

Step 28: Under ‘File Name’, Type a new File Name (XXX) and Click on ‘Save’ Button.

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