FECHA DE HORA

CICLO FECHA DE AUDITORIA EJECUTIVO ID

GRABACION ATENCION

Ciclo 1 8/1/2022 Celsa Quintanilla 1003 8/1/2022 9:44

Ciclo 1 8/2/2022 Celsa Quintanilla 1003 8/2/2022 10:57
Ciclo 1 8/1/2022 Mariela Ghisellini 1004 8/1/2022 9:57
Ciclo 1 8/2/2022 Mariela Ghisellini 1004 8/2/2022 11:23
Ciclo 1 8/1/2022 Yasna Sepulveda 1013 8/1/2022 10:18
Ciclo 1 8/2/2022 Yasna Sepulveda 1013 8/2/2022 9:57
Ciclo 1 8/1/2022 Elba Vergara 1024 8/1/2022 10:59
Ciclo 1 8/4/2022 Elba Vergara 1024 8/3/2022 14:49
Ciclo 1 8/1/2022 Monica Alegre 1019 8/1/2022 9:24
Ciclo 1 8/2/2022 Monica Alegre 1019 8/2/2022 9:19
Ciclo 1 8/1/2022 Verónica Balbontin 1038 8/1/2022 9:06
Ciclo 1 8/2/2022 Verónica Balbontin 1038 8/2/2022 12:31
Ciclo 1 8/1/2022 Lorena Roman 1049 8/1/2022 11:26
Ciclo 1 8/2/2022 Lorena Roman 1049 8/2/2022 11:19
Ciclo 1 8/2/2022 Maria Ulloa 1058 8/2/2022 9:44
Ciclo 1 8/4/2022 Maria Ulloa 1058 8/3/2022 13:34
Ciclo 1 8/1/2022 Maria Escalona 1065 8/1/2022 11:05
Ciclo 1 8/2/2022 Maria Escalona 1065 8/2/2022 10:47
Ciclo 1 8/1/2022 Gabriela Zuñiga 1067 8/1/2022 10:41
Ciclo 1 8/2/2022 Gabriela Zuñiga 1067 8/2/2022 11:03
Ciclo 1 8/1/2022 Monica Gonzalez 1082 8/1/2022 9:56
Ciclo 1 8/2/2022 Monica Gonzalez 1082 8/2/2022 14:02
Ciclo 1 8/1/2022 Sandra Mundaca 1089 8/1/2022 10:17
Ciclo 1 8/4/2022 Sandra Mundaca 1089 8/3/2022 16:15
Ciclo 1 8/1/2022 Laura Alegre 1096 8/1/2022 12:48
Ciclo 1 8/2/2022 Laura Alegre 1096 8/2/2022 17:19
Ciclo 1 8/4/2022 Rossana veliz 1125 8/3/2022 11:11
Ciclo 1 8/5/2022 Rossana veliz 1125 8/5/2022 9:34
Ciclo 1 8/1/2022 Vanessa Salazar 1134 8/1/2022 13:03
Ciclo 1 8/4/2022 Vanessa Salazar 1134 8/3/2022 10:27
Ciclo 1 8/1/2022 Jenifer Fuhrer 1165 8/1/2022 13:44
Ciclo 1 8/4/2022 Jenifer Fuhrer 1165 8/3/2022 12:59
Ciclo 1 8/1/2022 Veronica  Berrios 1169 8/1/2022 15:14
Ciclo 1 8/4/2022 Veronica  Berrios 1169 8/3/2022 17:31
Ciclo 1 8/1/2022 Guiselle Higueras 1170 8/1/2022 17:16
Ciclo 1 8/4/2022 Guiselle Higueras 1170 8/3/2022 13:39
Ciclo 1 8/1/2022 Nicole Ortiz 1190 8/1/2022 13:48
Ciclo 1 8/4/2022 Nicole Ortiz 1190 8/3/2022 14:06
Ciclo 1 8/4/2022 Natalia Aranda 1194 8/2/2022 12:07
Ciclo 1 8/4/2022 Natalia Aranda 1194 8/4/2022 13:20
Ciclo 1 8/1/2022 Ruby Arancibia 1195 8/1/2022 11:25
Ciclo 1 8/2/2022 Ruby Arancibia 1195 8/2/2022 11:55
Ciclo 1 8/1/2022 Diego Jorquera 1203 8/1/2022 12:58
Ciclo 1 8/4/2022 Diego Jorquera 1203 8/3/2022 17:06
Ciclo 1 8/1/2022 Maria Saavedra 1216 8/1/2022 10:47
Ciclo 1 8/2/2022 Maria Saavedra 1216 8/2/2022 12:25
Ciclo 1 8/1/2022 Eddy Vasquez 1223 8/1/2022 16:00
Ciclo 1 8/4/2022 Eddy Vasquez 1223 8/3/2022 16:24
Ciclo 1 8/1/2022 Jocelyn Mena 1224 8/1/2022 15:00
Ciclo 1 8/4/2022 Jocelyn Mena 1224 8/3/2022 11:02
Ciclo 1 8/2/2022 Yesenia Vasquez 1226 8/1/2022 15:44
Ciclo 1 8/4/2022 Yesenia Vasquez 1226 8/3/2022 15:53
Ciclo 1 8/2/2022 Viviana Vargas 1229 8/1/2022 16:15
Ciclo 1 8/4/2022 Viviana Vargas 1229 8/3/2022 12:22
Ciclo 1 8/2/2022 Alejandra Rivero 1235 8/1/2022 11:29
Ciclo 1 8/4/2022 Alejandra Rivero 1235 8/3/2022 13:06
Ciclo 1 8/2/2022 Marta Canales 1242 8/1/2022 16:03
Ciclo 1 8/4/2022 Marta Canales 1242 8/3/2022 17:23
Ciclo 1 8/2/2022 Alejandra Parada 1245 8/1/2022 16:33
Ciclo 1 8/4/2022 Alejandra Parada 1245 8/3/2022 17:03
Ciclo 1 8/2/2022 Constanza Gonzalez 1248 8/1/2022 15:54
Ciclo 1 8/4/2022 Constanza Gonzalez 1248 8/3/2022 14:34
Ciclo 2 8/8/2022 Celsa Quintanilla 1003 8/8/2022 9:28
Ciclo 2 8/10/2022 Celsa Quintanilla 1003 8/9/2022 12:05
Ciclo 2 8/8/2022 Mariela Ghisellini 1004 8/8/2022 12:42
Ciclo 2 8/10/2022 Mariela Ghisellini 1004 8/9/2022 12:44
Ciclo 2 8/10/2022 Yasna Sepulveda 1013 8/9/2022 11:32
Ciclo 2 8/10/2022 Yasna Sepulveda 1013 8/10/2022 11:26
Ciclo 2 8/8/2022 Elba Vergara 1024 8/8/2022 11:40
Ciclo 2 8/10/2022 Elba Vergara 1024 8/9/2022 14:34
Ciclo 2 8/8/2022 Monica Alegre 1019 8/8/2022 9:40
Ciclo 2 8/10/2022 Monica Alegre 1019 8/9/2022 9:38
Ciclo 2 8/8/2022 Verónica Balbontin 1038 8/8/2022 10:43
Ciclo 2 8/10/2022 Verónica Balbontin 1038 8/9/2022 8:39
Ciclo 2 8/8/2022 Lorena Roman 1049 8/8/2022 9:30
Ciclo 2 8/10/2022 Lorena Roman 1049 8/9/2022 10:22
Ciclo 2 8/8/2022 Maria Escalona 1065 8/8/2022 10:19
Ciclo 2 8/10/2022 Maria Escalona 1065 8/9/2022 8:56
Ciclo 2 8/8/2022 Gabriela Zuñiga 1067 8/8/2022 10:50
Ciclo 2 8/10/2022 Gabriela Zuñiga 1067 8/9/2022 12:19
Ciclo 2 8/8/2022 Monica Gonzalez 1082 8/8/2022 12:05
Ciclo 2 8/10/2022 Monica Gonzalez 1082 8/9/2022 11:20
Ciclo 2 8/8/2022 Laura Alegre 1096 8/8/2022 14:39
Ciclo 2 8/10/2022 Laura Alegre 1096 8/9/2022 14:08
Ciclo 2 8/8/2022 Rossana veliz 1125 8/8/2022 12:14
Ciclo 2 8/10/2022 Rossana veliz 1125 8/9/2022 11:45
Ciclo 2 8/10/2022 Vanessa Salazar 1134 8/10/2022 14:53
Ciclo 2 8/11/2022 Vanessa Salazar 1134 8/11/2022 9:35
Ciclo 2 8/8/2022 Jenifer Fuhrer 1165 8/8/2022 12:07
Ciclo 2 8/10/2022 Jenifer Fuhrer 1165 8/9/2022 10:02
Ciclo 2 8/8/2022 Veronica  Berrios 1169 8/8/2022 15:05
Ciclo 2 8/10/2022 Veronica  Berrios 1169 8/9/2022 16:57
Ciclo 2 8/8/2022 Guiselle Higueras 1170 8/8/2022 15:41
Ciclo 2 8/10/2022 Guiselle Higueras 1170 8/9/2022 13:35
Ciclo 2 8/8/2022 Natalia Aranda 1194 8/8/2022 12:03
Ciclo 2 8/10/2022 Natalia Aranda 1194 8/9/2022 9:23
Ciclo 2 8/8/2022 Diego Jorquera 1203 8/8/2022 16:13
Ciclo 2 8/10/2022 Diego Jorquera 1203 8/9/2022 18:17
Ciclo 2 8/8/2022 Maria Saavedra 1216 8/8/2022 11:57
Ciclo 2 8/10/2022 Maria Saavedra 1216 8/9/2022 9:46
Ciclo 2 8/8/2022 Eddy Vasquez 1223 8/8/2022 15:27
Ciclo 2 8/10/2022 Eddy Vasquez 1223 8/9/2022 15:21
Ciclo 2 8/8/2022 Jocelyn Mena 1224 08/08/22008 11:37
Ciclo 2 8/10/2022 Jocelyn Mena 1224 8/9/2022 9:47
Ciclo 2 8/8/2022 Yesenia Vasquez 1226 8/8/2022 15:10
Ciclo 2 8/10/2022 Yesenia Vasquez 1226 8/9/2022 13:35
Ciclo 2 8/8/2022 Viviana Vargas 1229 8/8/2022 14:20
Ciclo 2 8/10/2022 Viviana Vargas 1229 8/9/2022 10:49
Ciclo 2 8/8/2022 Alejandra Rivero 1235 8/8/2022 12:55
Ciclo 2 8/10/2022 Alejandra Rivero 1235 8/9/2022 8:41
Ciclo 2 8/8/2022 Marta Canales 1242 8/8/2022 15:11
Ciclo 2 8/10/2022 Marta Canales 1242 8/9/2022 12:56
Ciclo 2 8/8/2022 Alejandra Parada 1245 8/8/2022 16:48
Ciclo 2 8/10/2022 Alejandra Parada 1245 8/9/2022 14:35
Ciclo 2 8/8/2022 Constanza Gonzalez 1248 8/8/2022 16:57
Ciclo 2 8/10/2022 Constanza Gonzalez 1248 8/9/2022 15:16
Ciclo 2 8/11/2022 Francia Ruiza 1252 8/9/2022 15:48
Ciclo 2 8/11/2022 Francia Ruiza 1252 8/10/2022 16:22
Ciclo 2 8/11/2022 Rocio Salgado 1254 8/9/2022 14:47
Ciclo 2 8/11/2022 Rocio Salgado 1254 8/10/2022 16:05
Ciclo 2 8/11/2022 Iris Peña 1257 8/10/2022 16:21
Ciclo 2 8/11/2022 Iris Peña 1257 8/9/2022 15:17
Ciclo 2 8/11/2022 Karla Jorquera 1262 8/9/2022 15:40
Ciclo 2 8/11/2022 Karla Jorquera 1262 8/10/2022 15:50
¿
 BLOQUE I SALUDO Y PROTOCOL

Datos
N° ATENCION RUT MOTIVO DEL LLAMADO Saludo
Personales

20% 50%
955270268 16776260-3 Actualización de datos 1 1
976659792 12286207-0 Repactación de deuda 1 1
968484967 6101476-4 Estado deuda 1 0
931907799 7742103-3 Estado deuda 0 0
973851079 3234585-9 No llega Boleta 1 1
990152174 9489364-K Estado de la cuenta 1 0
944557300 76121085-8 Estado de la cuenta 1 0
981837178 18299762-5 Devolución de TAG 1 0
942518385 76486127-2 Robo de TAG - Vehículo 0 0
964300990 18278636-5 Robo de TAG - Vehículo 0 0
962096781 15086219-1 Estado de la cuenta 0 1
982438248 17519126-7 Infracción JPL 0 1
987959068 7937360-5 Consulta por cargos 1 1
961589694 16414524-7 Devolución de TAG 1 1
552769077 3942423-1 Estado de la cuenta 1 1
955291053 25700537-2 Estado de la cuenta 1 1
996234555 15967349-9 Por inscripción, solicitud de TAG 1 1
975198375 13913732-9 Por otras concesionarias 1 1
999046996 16123508-3 Por robo de vehículo 1 1
963203570 15409225-0 Estado deuda 1 1
983200602 7513021-k Consulta por cargos 1 1
984383929 13350575-k // wc5360 consulta por transito sin tag 1 1
973145385 16914001-4 Inhabilitación de TAG 1 1
993550955 12243760-4 Convenios y AT WEB 1 1
977587108 7142689-0 Consulta por cargos 0 0
942082761 27242782-8 Consulta por cargos 0 0
971780904 16088714-1 Consulta por cargos 1 1
955183774 13486149-5 Solicita Clave Secreta 1 1
990808177 lwfp14 Estado deuda 1 0
993272647 79614450-5 Baja de tag 1 1
322387094 16402787-2 Pagos realizados 1 1
222258649 9150228-3 Estado deuda 1 1
934897304 24932982-7 Estado de la cuenta 1 1
978358679 13702245-1 Consulta por cargos 1 1
988929753 15641170-1 Modificación documento de cobro 1 1
984273355 25671899-5 Devolución de TAG 1 0
967403361 8402950-5 Sonidos del TAG 1 0
994411501 6492646-2 Estado de la cuenta 1 0
987476689 10034933-7 Habilitación de Tag 1 1
953488603 17105743-4 Estado de la cuenta 0 1
936975725 20037468-1 Sonidos del TAG 1 0
954089035 16003775-k Estado deuda 1 0
982988509 21837759-9 Estado de la cuenta 1 1
224764400 18453099-6 Devolución de TAG 1 1
983491579 14730866-3 Consulta por cargos 1 0
981723839 11856655-6 General empresa 1 1
989210271 9095133-5 Solicita Clave Secreta 1 1
923859305 14756637-9 Actualización de datos 1 1
992133036 19810599-6 Consulta por cargos 1 1
978703156 15670157-2 Por robo de vehículo 1 1
998791197 8610341-9 Consulta por cargos 1 1
974268502 16619654-k Consulta por cargos 1 1
992757539 7892369-5 Consulta por cargos 1 1
950545950 18835092-5 Sonidos del TAG 1 1
944046495 25873334-7 Consulta por infracción 1 1
989761003 15524430-5 Formas de pago 1 1
984360630 13146269-7 Sonidos del TAG 1 0
977826201 22075082-5 Estado de la cuenta 1 1
982759544 20390385-5 CONSULTA POR CARGOS 1 1
958057576 26253678-5 Pago deuda 1 1
936131695 20599294-4 Consulta por cargos 1 1
975981930 27234054-4 Sobre otras concesionarias 1 0
986985628 17240589-4 Sonidos del TAG 1 1
984080520 15983329-1 Estado deuda 1 1
999713634 10995081-5 Acción de cobranzas por teléfono 0 1
998024392 12097006-2 Modificación documento de cobro 1 1
942691291 18316158-K Estado de la cuenta 1 0
996269131 4467706-7 Devolución de TAG 1 1
981897542 6253400-1 Consulta por cargos 1 0
926163026 10443586-6 Por robo de Patente 1 0
224764400 76138264-0 Gestion VT 0 0
994784636 10069915-k Consulta por cargos 0 1
224764400 14527269-6 Sonidos del TAG 0 0
942279139 16262378-8 Pagos realizados 0 1
982128278 27028756-5 Formas de pago 1 1
950467823 8442356-4 Consulta por cargos 1 1
946745117 17143404-1 Consulta por cargos 1 1
990520056 17665940-8 Devolución de TAG 1 1
264656552 23510407-5 Sonidos del TAG 1 1
973984916 26098324-5 Consulta por cargos 1 1
993266637 10284200-6 Habilitación de Tag 1 1
994345894 76397362-k Convenios y AT WEB 1 1
957029976 17548283-0 Consulta por cargos 0 1
977685412 76681454-9 Devolución de TAG 1 1
998245868 10108619-4 Devolución de TAG 1 1
984455375 7806307-6 Consulta por cargos 1 1
964308625 82477900-7 Consulta por tag activo 1 1
931756007 19236270-9 Convenios y AT WEB 1 1
226788400 13049284-3 Formas de pago 1 1
953698520 15876907-7 Devolución de TAG 1 1
992138709 14047078-3 Por otras concesionarias 1 1
972008256 18992241-8 Convenios y AT WEB 1 1
953902602 25733627-1 Caract. del Det. de Trx. 1 0
958821381 76704391-0 Convenios y AT WEB 1 1
936489316 12552491-5 Convenios y AT WEB 0 1
998954744 10370808-7 Consulta por cargos 1 1
972037020 76144683-5 Actualización de datos 1 1
965967361 13837256-1 Convenios y AT WEB 1 1
954968704 27197969-K Sonidos del TAG 1 1
982889009 7210556-7 Consulta por cargos 1 1
227850676 10858058-5 Sonidos del TAG 1 1
992183029 10335499-4 Consulta por cargos 1 1
977995533 18664015-2 Formas de pago 1 1
933955076 20272671-2 Consulta por cargos 1 1
224764400 17875866-7 Consulta por cargos 1 1
991419496 60506000-5 Sonidos del TAG 1 1
957691944 19885354-2 Repactación de deuda 1 1
224764400 13946664-0 Consultas por PDU - PDUT 1 1
976691129 13676730-5 Sonidos del TAG 1 1
224764400 12586851-7 Por robo de Patente 1 1
984129579 7527446-7 Devolución de TAG 1 0
984090745 16592645-5 Consulta por infraccion 1 1
977617217 13485333-6 Solicita Clave Secreta 1 1
985885931 22733706-0 Consulta por cargos 1 1
994112460 11978666-5 Consulta por cargos 1 1
957510185 10067529-3 Consulta por tag activo 1 1
933037781 26300744-1 Devolución de TAG 1 0
930783600 8343637-9 Consulta por cargos 1 1
965902657 20324567-K Consulta por cargos 1 0
988142023 9402576-1 Consulta por cargos 1 0
985818583 13438955-9 Estado de la cuenta 1 1
994483983 17686049-9 Consultas por PDU - PDUT 1 0
949596556 10205251-k Consulta por cargos 1 1
224764400 19606679-9 Estado de la cuenta 1 1
SALUDO Y PROTOCOLO DE ATENCIÒN BLOQUE II HABILIDADES BLANDAS Y ATENCIÓN TELEFO

TOTAL Conducción
Personalización Despedida Escucha activa Voz y lenguaje
BLOQUE I de la llamada

10% 20% 10% 10% 20% 45%

1 1 10% 1 1 1
0 1 10% 1 0 0
1 1 5% 1 0 1
1 1 3% 1 1 1
1 1 10% 1 0 0
0 1 4% 0 0 0
0 1 4% 1 0 1
0 0 2% 1 1 1
0 0 0% 0 0 1
0 1 2% 1 0 1
0 0 5% 1 1 0
0 0 5% 1 1 1
0 1 9% 1 1 1
0 1 9% 1 0 0
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 0 1 1
1 1 10% 1 1 1
1 1 10% 0 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
0 1 2% 1 1 1
1 0 1% 1 0 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 5% 1 1 1
1 1 10% 1 1 1
1 1 10% 0 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 5% 0 1 1
1 1 5% 1 0 1
1 1 5% 1 0 1
1 1 10% 1 1 1
1 1 8% 0 0 0
0 1 4% 1 1 1
0 0 2% 1 0 1
1 1 10% 1 1 1
1 1 10% 1 0 1
1 1 5% 1 0 1
1 1 10% 1 1 1
1 0 8% 1 1 0
1 0 8% 0 1 1
1 1 10% 1 0 1
1 1 10% 1 0 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 0 8% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 5% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 0
1 1 10% 1 1 1
1 1 5% 1 1 0
1 1 10% 1 0 1
1 1 10% 1 0 0
0 1 7% 1 0 1
1 1 10% 1 1 0
0 1 4% 1 0 1
1 1 10% 0 0 1
0 0 2% 1 0 1
0 0 2% 1 0 1
0 0 0% 1 0 1
0 0 5% 1 0 1
0 0 0% 1 1 1
1 0 6% 1 1 1
1 1 10% 0 0 1
1 1 10% 1 0 1
1 1 10% 1 1 1
1 1 10% 0 1 1
1 1 10% 0 0 0
0 1 9% 0 0 0
1 1 10% 1 1 1
1 1 10% 1 1 1
0 1 7% 1 0 1
0 1 9% 1 0 1
1 1 10% 1 1 0
1 1 10% 1 0 1
1 1 10% 1 0 1
1 1 10% 1 1 1
1 1 10% 0 1 0
1 1 10% 0 0 0
1 1 10% 1 1 1
1 1 10% 1 1 1
1 0 3% 0 1 1
0 1 9% 1 0 1
1 1 8% 1 0 1
0 1 9% 1 0 0
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 0 0
1 1 10% 0 0 1
1 0 8% 1 1 1
0 0 7% 1 1 1
1 1 10% 1 0 1
1 1 10% 1 0 1
1 1 10% 1 1 1
1 1 10% 1 0 1
1 0 8% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 1 1
1 1 10% 1 0 1
1 1 5% 1 1 1
1 1 10% 1 0 1
1 0 8% 1 1 1
1 1 10% 1 0 0
1 1 10% 1 0 0
1 1 10% 0 1 0
0 1 4% 1 1 1
1 1 10% 1 0 1
1 0 3% 1 1 1
1 0 3% 1 1 1
1 0 8% 1 1 1
0 0 2% 1 1 1
1 0 8% 1 0 1
1 0 8% 1 1 1
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
ABILIDADES BLANDAS Y ATENCIÓN TELEFONICA BLOQUE II RESOLUCIÓN DE LA L

Manejo de Tiempo de
TOTAL BLOQUE Identifica el Manejo de la
silencios/Utiliza Amabilidad respuesta del
II problema información
ción del HOLD llamado
10% 15% 50% 15% 10% 15%
1 1 50% 1 1 1
0 1 45% 1 1 1
0 1 35% 1 1 1
1 1 50% 1 1 1
0 1 13% 1 1 1
1 0 5% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
1 1 35% 1 1 1
1 1 40% 1 1 1
0 1 23% 1 1 1
0 1 45% 1 1 1
0 1 45% 1 1 1
1 1 18% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 0 1 1
1 1 45% 1 1 1
1 1 50% 1 1 1
1 1 45% 1 1 1
0 1 45% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
0 1 45% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 45% 1 1 1
1 1 50% 0 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
0 1 45% 1 1 1
0 1 40% 1 1 1
0 1 35% 1 1 1
0 1 35% 1 1 1
0 1 45% 1 1 1
1 1 13% 1 1 1
1 1 50% 0 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
0 1 35% 1 1 1
0 0 28% 1 1 1
0 1 45% 1 1 1
0 1 23% 1 1 1
1 1 45% 1 1 1
0 1 35% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 0 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
0 1 45% 1 1 1
0 1 45% 1 1 1
1 1 28% 1 1 1
0 1 45% 1 1 1
1 1 28% 1 1 0
1 1 40% 1 1 1
0 1 13% 1 1 1
1 1 40% 1 1 1
0 1 23% 1 1 1
0 1 35% 1 1 1
1 1 35% 1 1 1
1 1 40% 1 1 1
1 1 40% 1 1 1
1 1 40% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 35% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
1 1 45% 1 1 1
1 1 13% 0 1 1
1 1 13% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
1 1 40% 1 1 1
0 1 23% 1 1 1
1 1 40% 1 1 1
0 1 35% 1 1 1
0 1 45% 1 1 1
1 1 23% 1 1 1
1 1 13% 0 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
0 1 40% 1 1 1
0 1 35% 1 1 1
1 1 40% 1 1 1
1 1 18% 1 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
0 1 13% 1 1 1
1 1 35% 1 1 1
1 1 50% 0 1 1
1 1 50% 0 1 1
1 1 40% 1 1 1
0 1 35% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
0 1 45% 1 1 1
0 1 45% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
0 1 45% 1 1 1
0 1 13% 1 1 1
0 1 13% 1 1 0
1 1 23% 1 1 1
1 1 50% 1 1 1
0 1 35% 1 1 1
1 1 50% 1 1 1
1 1 50% 0 1 1
1 1 50% 1 1 1
1 1 50% 1 1 1
1 1 40% 1 1 1
0 1 45% 1 1 1
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
 RESOLUCIÓN DE LA LLAMADA

Resolución de Ingreso Tipificación TOTAL BLOQUE NOTA FINAL TIPO

la llamada Requerimiento SAP III ERROR

20% 20% 20% 40%

1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 40% 80%
1 1 1 40% 93%
1 1 1 40% 63%
1 1 1 40% 49%
1 1 1 40% 84%
1 1 1 40% 92%
1 1 1 40% 75%
1 1 1 40% 82%
1 1 1 40% 68%
1 1 1 40% 90%
1 1 1 40% 94%
1 1 1 40% 67%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 34% 94%
1 1 1 40% 95%
1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 40% 95%
1 1 1 40% 100%
1 1 1 40% 92%
1 1 1 40% 81%
1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 40% 95%
1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 34% 94%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 40% 85%
1 1 1 40% 80%
1 1 1 40% 80%
1 1 1 40% 95%
1 1 1 40% 61%
1 1 1 34% 88%
1 1 1 40% 82%
1 1 1 40% 100%
1 1 1 40% 85%
1 1 1 40% 73%
1 1 1 40% 95%
1 1 1 40% 71%
1 1 1 40% 93%
1 1 1 40% 85%
1 1 1 40% 90%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 34% 94%
1 1 1 40% 98%
1 1 1 40% 100%
1 1 1 40% 100%
1 1 1 40% 95%
1 1 1 40% 95%
1 1 1 40% 95%
1 1 1 40% 78%
1 1 1 40% 95%
1 1 1 34% 67%
1 1 1 40% 90% PENC
1 1 1 40% 63% PENC
1 1 1 40% 87% PENC
1 1 1 40% 73% PENC
1 1 1 40% 79% PENC
1 1 1 40% 85% PENC
1 1 1 40% 82% PENC
1 1 1 40% 82% PENC
1 1 1 40% 80% PENC
1 1 1 40% 85% PENC
1 1 1 40% 90% PENC
1 1 1 40% 96% PENC
1 1 1 40% 85% PENC
1 1 1 40% 90% PENC
1 1 1 40% 100% PENC
1 1 1 40% 95% PENC
1 1 1 34% 57% PENC
1 1 1 40% 62% PENC
1 1 1 40% 100% PENC
1 1 1 40% 100% PENC
1 1 1 40% 87% PENC
1 1 1 40% 89% PENC
1 1 1 40% 73% PENC
1 1 1 40% 90% PENC
1 1 1 40% 85% PENC
1 1 1 40% 95% PENC
1 1 1 40% 73% PENC
1 1 1 34% 57% PENC
1 1 1 40% 100% PENC
1 1 1 40% 100% PENC
1 1 1 40% 83% PENC
1 1 1 40% 84% PENC
1 1 1 40% 88% PENC
1 1 1 40% 67% PENC
1 1 1 40% 100% PENC
1 1 1 40% 100% PENC
1 1 1 40% 63% PENC
1 1 1 40% 85% PENC
1 1 1 34% 92% PENC
1 1 1 34% 91% PENC
1 1 1 40% 90% PENC
1 1 1 40% 85% PENC
1 1 1 40% 100% PENC
1 1 1 40% 90% PENC
1 1 1 40% 93% PENC
1 1 1 40% 95% PENC
1 1 1 40% 100% PENC
1 1 1 40% 90% PENC
1 1 1 40% 95% PENC
1 1 1 40% 90% PENC
1 1 1 40% 93% PENC
1 1 1 40% 63% PENC
1 1 1 34% 57% PENC
1 1 1 40% 73% PENC
1 1 1 40% 94% PENC
1 1 1 40% 85% PENC
1 1 1 40% 93% PENC
1 1 1 34% 87% PENC
1 1 1 40% 98% PENC
1 1 1 40% 92% PENC
1 1 1 40% 88% PENC
1 1 1 40% 93% PENC
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%
0% 0%