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Open Sentinel > Go to Update from to Update to
Select Date / Time
Apply filter
Download All
Open Excel (dump)
Select All (CTRL + A)
Data > Remove Duplicates > Select “id”
Select >” allocation.lastUpdatedBy” Column
Select >” allocation.assignedToAgentAt” Column
Select >” id” column
Select > “issue.name” column
Select > ‘status.status’ column
Filter > Remove extra ids – Blanks column
Under Date column - replace – PM with blank (ctr+H)
Fliter on ‘allocation.lastUpdatedBy’ select (igsm, igs, serco)
Delete ids older than 3 days
Click on Format Cell and change to Date format
In Assigned to agent at > sort by oldest to newest
Change column headers name
Exception tracker:
Sentinel>agents>aux report>minutes and date>submit>download all
Excel file=remove others then quality session
Sort oldest to newest
Formula=/60. Save
RR :
1. Open RR Dump
2. Remove Duplicate incidents
3. Take only April (current month) incidents and delete others
4. Take incidents of our queue only (check Current Queue column)
5. Align TL Name + Location Name in front of First Solved Agent ID
6. Past special vlookup into text
7. Change #N/A in location to Non IGS
8. Change #N/A in TL Name to Non IGS
9. Take fk crm ids from first solved agent id column and change the name from Non IGS to E2E in TL Name column
10. Make Pivot Table on the data
11. Align as per below:
Response in Columns
Repeat Flag in Filter
Location in Row
Location in Value
12. Copy data from row label to grand total and paste on excel (left side)
13. Filter Repeat flag to True
14. Take Repeat Yes values and paste in front of respective LOB
15. Make 2 more columns – FY and RR %
16. FY = Yes – RY
17. RR % = FY / Grand Total
18. Change RR % values in Percentage Format and put 2 more decimal
19. TRR=Yes/GT
CSAT:
Add location
Remove #N/A from location
Pivot:
Response : Columns
Location : Row+value
Add 3 columns for BTB% Neutral% CSAT%
BTB%= 1+2/grand total
Neutral%=3/grand total
CSAT%= 4+5/grand total
For agent >add agent name and filter with their name
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