President's Report - FY10 Q4
- Metrics Accomplishments
- Metrics Issues and Trends
FY10 Q3
FY10 Q2
Robert Smyser's email to Mary Ziegler, cc: P. Sheppard and E. Aufiero (dated 1/22/10)
RE: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
Mary,
I embedded all the tables the same way. But some were modified after the embedding by opening them, removing or inserting some rows, and closing them again. I’d find it very informative to sit with you and see the screen reader in action. Not today though…
Rob
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Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
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Mary Ziegler's email to Robert Smyser, cc: Patricia Sheppard and Elaine Aufiero (dated 1/22/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Hi Rob,
Thanks for pulling together an accessible version of this document on such short notice. I think this version is good to go for this Quarter.
However, sometime before the next iteration I’d like to see if we can tweak the tables in this document to make them slightly more accessible: while all are readable with a screen reader, some of the tables are easier to read than others in the sense that they are announced to the screen reader as being there (while other tables could be easily skipped over if not announced). It could be that the table properties are different, but I can’t see any difference. So, I’m going to pass this on to other members of my team to see what I may be missing. Before I do that, one question: did you follow the same procedure going from Excel to this document for all embedded tables?
Appreciatively,
Mary
From: Robert W Smyser
Sent: Thursday, January 21, 2010 3:06 PM
To: Patricia Sheppard; Elaine Elizabeth Aufiero
Cc: Mary J Ziegler; Robert W Smyser
Subject: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
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Robert Smyser’s email to Patricia Sheppard and Elaine Aufiero, cc: Mary Ziegler (dated 1/21/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report Draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Pat,
After Mary Ziegler told us embedded excel tables are the most desirable way to handle accessibility, I rejiggered the metrics section, attached. The document is in two sections – the first three pages are like previous reports, with all the metrics and all the text. Now, pages 4 to 5 are a two-page version of the report. It leaves out a few inconsequential metrics from Call Center and Repair Center, and drops ITSS (because Tim volunteered). Somehow, magically, it fits on 2 pages.
Hoping this helps.
Rob
P.S., Mary, let us know if the new version fails accessibility in some way… I was even able to enlarge the text a little. Screen magnification works wonders though, another reason to go paperless whenever possible.
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Oliver Thomas's email reply to Robert Smyser's email listed below (dated 1/21//2010)
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Please see refer to the attached document for the metrics tables that were listed with this document:
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Robert Smyser’s email to Barbara Goguen, Patricia Shepaprd and CSS Managers (dated 1/19/2010)
RE: CSS Q2 Report Draft
Folks,
Looking more deeply into the ACD data, it was found that the non-working weekdays --- Columbus day, Veterans day, thanksgiving, 4 days around xmas and New Years, etc. – were still in the worksheet, registering as days of zero calls offered, zero agents on the phone, etc., These zeros dragged the averages down, especially so in December.
Removing the zero days from the data drove Calls Offered back up to 84, and Agent Availability back up to 37 (the same as a year ago). Some of the other ACD numbers like wait time, had also been reduced by the zeros and so they went up a bit.
As a result, in the report, the affected numbers will be a little different than in the first draft, and the text will change a little too.
I’ve added this little gotcha to the checklist of such things for the future.
Rob
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