ISI CIO/CTO View

Read these as questions, not answers

Reopen rate and satisfaction track ticket mix at least as much as skill — whoever is handed the hard tickets will look worse on both. There is no ranking and no overall score, on purpose: any weighting of speed against quality is a judgement, not a measurement. Each column compares against the team median rather than the best performer, and averages carry the number of samples behind them.

TABANG

IT support requests raised by stores and head office.

Agent scorecard

Live

Open work as it stands now; closing, reply and reopen figures cover the last 30 days; ratings are all-time.


	918	845	146d	152	1.1h	9m	80%	5.0 (897)
	664	606	146d	119	2.6h	45m	76%	5.0 (656)
	419	387	145d	78	5.8h	37m	79%	5.0 (409)
	407	368	146d	90	23.2h	29m	74%	5.0 (396)
	403	379	146d	75	5.1h	25m	63%	5.0 (396)
	384	353	146d	75	4.7h	5m	89%	5.0 (381)
	365	335	146d	95	4.9h	40m	60%	5.0 (338)
	348	325	146d	56	2.4h	23m	70%	5.0 (329)
	214	214	145d	1	36.7d	—	0%	5.0 (214)
	165	146	136d	29	4.0d	3m	62%	5.0 (153)
	119	113	129d	18	22.5h	38m	44%	5.0 (117)
	104	88	146d	55	4.6h	50m	65%	5.0 (94)
	84	81	146d	4	6m	1m	100%	5.0 (83)
	60	55	132d	12	2.0h	1.2h	92%	5.0 (60)
	39	36	130d	17	0m	3m	53%	5.0 (37)
	34	26	132d	11	6.1d	5.8d	64%	5.0 (32)
	16	16	118d	0	—	—	—	5.0 (2)
	16	14	60d	12	3.7d	18.6h	100%	5.0 (15)
	12	12	146d	0	—	—	—	5.0 (4)
	9	8	128d	1	9.2d	—	100%	5.0 (9)
	7	7	108d	1	7.7d	5.9d	0%	5.0 (7)
	4	4	146d	0	—	—	—	5.0 (4)
	3	3	127d	0	—	—	—	5.0 (1)
	3	3	65d	0	—	—	—	5.0 (1)
	2	2	123d	0	—	—	—	5.0 (2)
Team median	84	81	145d	12	5.1h	37m	70%	5.0

Satisfaction by agent

Live

Mean overall-satisfaction score. Agents with 3+ ratings only — a mean over one or two is noise.

Mark Anthony Castañeda5

Unassigned5

Engungka ENG5

Michael Mamerto5

Rex Bayon-on5

Engvilla ENG5

Engmandurriao ENG5

Eraño Landero5

Bryan Soluta5

Engtagbak ENG5

Gabby Estañol4.99

Dolpo Dongor4.99

Where the score comes from

Live

Team average for each thing the rating form asks about. Worst first.

Timeliness4.97

Adherence to brief4.98

Communication4.98

Quality of work4.98

Overall4.98

Stalled work

Live

Open tickets with no recorded change in 14 days.

Dolpo Dongor845

Gabby Estañol605

John luke Urbanozo386

John Brave Borre376

Dexter Bon Castigador366

Paul Angelo Sta. Ana352

Erano Landero322

Joseph Tobias321

Kian Ceballos214

Rex cctv146

Work passed to them

Live

Reassignments received in the last 30 days. A routing signal, not a personal one.

Dolpo Dongor170

Gabby Estañol130

Erano Landero117

Dexter Bon Castigador89

John luke Urbanozo85

John Brave Borre79

Paul Angelo Sta. Ana70

Kian Jahlil Ceballos69

Joseph Tobias68

Rex cctv38

Graphics

Creative and print production requests moving through the design queue.

Designer scorecard

Live

Open work as it stands now; closing and reopen figures cover the last 30 days. Graphics has no satisfaction data.


	24	13	85d	30	5.8d	—	3%	—
	9	—	97d	42	46.3h	—	2%	—
	8	3	32d	26	2.9d	—	0%	—
	5	3	17d	17	4.7d	—	0%	—
Team median	8.5	3	58.5d	28	3.8d	—	1%	—

Stalled work

Live

Live job orders with no recorded change in 14 days.

Noli Umahag13

Cleff Jason Buenaflor3

Elmer John Carbon3

Work passed to them

Live

Reassignments received in the last 30 days. A routing signal, not a personal one.

No data for this period.