nd

Level FD Engineers

Evaluation System


agent
Factor (%)
Productivity
Score
Audit Score

Productivity Score

25%

Audit Score

20%

Re-open TT

15%

Re-open TT

TL Score

20%

TL Score

WOC Ratio

15%

WoC Ratio

Test
Sum

5%
100%

Test

Productivity Score
Trouble Tickets
accepted / assigned New,
WOC, CNOS, .
:
s Coordinators
agent.
.

Audit Score
Customer Handling

2d 2e
agent.
4

 Ticketing & Procedures

6
, 3b ,
:
5

3a) . (10%)

3b) Troubleshooting. (50%)

3c) . (10%)
3d) . (10%)
3e) WOC. (10%)
3f) TT escalation. (10%)
6

 Audit Score

4 8.
:
4
Team Leader .

Team Leader Score

H TL :
) .
) .
) TLs.
) .
:

, productivity
score.

Re-open TT
N
ticket,
ticket .

WOC Ratio
O TL 10 tickets
agent ,
WOC.

.
3 :
1) .
2) .
3) .
10

Test
(

).

Training.

,
.
11



tickets Siebel
.
tickets
.
ticket productivity
Score :
New / WOC / / CNOS WOC / COS

(. ).
12

 ticket callback,
CB
.
( .)
(<=6,5),
TL agent

(. high TT re-opening rate, low productivity, )
TL
2 TLs,

TLs.
13

 Bonus
bonus 8 agents
.
:
Agents Position

Bonus ()

150

90

60

45

35

30

25

20
14

Thank You!

THE END
:

15