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)
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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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