Apply a formula in column F (yellow area) so that the correct manager's name is displayed against each agent

Supervisor Manager
Charina Alcala Eugenio Eldrin Gabriel Quadra
Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
Gary Tarrosa Sumayao Julius Santos
Maria Anika Casinabe Cervantes Hosea Myra Barinque
Joseph Benjamin Victoria Sanz Eldrin Gabriel Quadra
Lobell Leonardo Pelayo Jerome Alvan Marcelo
Rosanna Eslava Fernandez Jerome Alvan Marcelo
Ar-j Mori Guevarra Julius Santos
Lans Espinosa Rosero Andreilynne Estabillo
Lorelie Balistoy Fredeluces Julius Santos
r's name is displayed against each agent

Agent Supervisor Manager

Adonis Tortosa Lorelie Balistoy Fredeluces Julius Santos
Agnes C Adajar Rosanna Eslava Fernandez Jerome Alvan Marcelo
Alfredo, Jr. Gorospe Maria Anika Casinabe Cervantes Hosea Myra Barinque
Annabeth Loyola Lobell Leonardo Pelayo Jerome Alvan Marcelo
Annaly B Riego Ar-j Mori Guevarra Julius Santos
Boodie Alexis Villarosa Maria Anika Casinabe Cervantes Hosea Myra Barinque
Boyd Heramil Lobell Leonardo Pelayo Jerome Alvan Marcelo
Catherine G Ballesteros Ar-j Mori Guevarra Julius Santos
Darius R. Cangas Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
Dennis B. Lagumbay Charina Alcala Eugenio Eldrin Gabriel Quadra
Dennis Matibag Joseph Benjamin Victoria Sanz Eldrin Gabriel Quadra
Dominic R. Barcarse Charina Alcala Eugenio Eldrin Gabriel Quadra
Eddie Muchenejo Charina Alcala Eugenio Eldrin Gabriel Quadra
Elaine C. Punongbayan Charina Alcala Eugenio Eldrin Gabriel Quadra
Emmerson Cabarrubia Rosanna Eslava Fernandez Jerome Alvan Marcelo
Erlinda A Bundalian Rosanna Eslava Fernandez Jerome Alvan Marcelo
Evangeline Pionilla Gary Tarrosa Sumayao Julius Santos
Flordeliza Belmonte Lobell Leonardo Pelayo Jerome Alvan Marcelo
Giovani D. Rollon Joseph Benjamin Victoria Sanz Eldrin Gabriel Quadra
Gundelinda B. Agutaya Charina Alcala Eugenio Eldrin Gabriel Quadra
Ivy Rose Y. Ladera Charina Alcala Eugenio Eldrin Gabriel Quadra
Jeannie T Villamoran Ar-j Mori Guevarra Julius Santos
Jerameel Fabella Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
John Paul Michael Aragoncillo Maria Anika Casinabe Cervantes Hosea Myra Barinque
John Peter William Bermoy Ar-j Mori Guevarra Julius Santos
Jose Mari Muchada Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
Joseph Caballes Lobell Leonardo Pelayo Jerome Alvan Marcelo
Joseph Patrick Ventura Maria Anika Casinabe Cervantes Hosea Myra Barinque
Justine Ignacio Lorelie Balistoy Fredeluces Julius Santos
Lorelie Lapastora Maria Anika Casinabe Cervantes Hosea Myra Barinque
Lorraine R. De Borja Ar-j Mori Guevarra Julius Santos
Ma. Eliza A. Franco Charina Alcala Eugenio Eldrin Gabriel Quadra
Ma. Lorna L. Funtila Joseph Benjamin Victoria Sanz Eldrin Gabriel Quadra
Ma. Rhodora Eugenio Lorelie Balistoy Fredeluces Julius Santos
Maria Isa-Ann P Mendoza Lobell Leonardo Pelayo Jerome Alvan Marcelo
Maria Theresa Raflores Maria Anika Casinabe Cervantes Hosea Myra Barinque
Marichu Marcelo Gary Tarrosa Sumayao Julius Santos
Marisa Cantillano Maria Anika Casinabe Cervantes Hosea Myra Barinque
Mark Andrew Embestro Lorelie Balistoy Fredeluces Julius Santos
Mary Ann T. Ventura Charina Alcala Eugenio Eldrin Gabriel Quadra
Mary Catherine Evidente Maria Anika Casinabe Cervantes Hosea Myra Barinque
Pier Angeli Villagomez Maria Anika Casinabe Cervantes Hosea Myra Barinque
Princessita M. Pereña Charina Alcala Eugenio Eldrin Gabriel Quadra
Ramzelle Antoni Carbonell Lans Espinosa Rosero Andreilynne Estabillo
Raphael Amador Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
Reynelle Medina Lobell Leonardo Pelayo Jerome Alvan Marcelo
Romeo Andro Villarosa Adrian Ross Galvez Custodio Eldrin Gabriel Quadra
Sandy Diamante Joseph Benjamin Victoria Sanz Eldrin Gabriel Quadra
Apply an automated format on scores as per following conditions: -
1. All scores less than or equal to 50% get a Red background
2. All scores less than 75% get a Yellow background
3. All scores greater than or equal to 75% get a Green background

Name Score
Adonis Tortosa 60% 60%
Agnes C Adajar 70% 70%
Alfredo, Jr. Gorospe 50% 50%
Annabeth Loyola 67% 67%
Annaly B Riego 80% 80%
Boodie Alexis Villarosa 85% 85%
Boyd Heramil 100% 100%
Catherine G Ballesteros 20% 20%
Darius R. Cangas 30% 30%
Dennis B. Lagumbay 60% 60%
Dennis Matibag 75% 75%
Dominic R. Barcarse 45% 45%
Eddie Muchenejo 33% 33%
Compute AHT and StaffTime in the Yellow area below

Agent Calls Total Talk Total Wrap Total Hold AUX Time
Handled Time Time Time (Secs)
(Secs) (Secs) (Secs)

Adonis Tortosa 385 113960 26180 11550 9916830

Agnes C Adajar 358 102746 10024 151792 5034196
Alfredo, Jr. Gorospe 320 86080 8640 77440 4717120
Annabeth Loyola 183 66978 3477 53253 3484686
Annaly B Riego 294 134946 16464 61740 4571112
Boodie Alexis Villarosa 415 166830 40255 46895 7430160
Boyd Heramil 200 57400 16400 84600 795800
Catherine G Ballesteros 151 38505 5436 33069 2193426
Darius R. Cangas 249 122757 10458 96861 6022812
Dennis B. Lagumbay 264 109032 23760 60720 251592
Dennis Matibag 208 23920 8736 50128 249808
Dominic R. Barcarse 174 20880 2088 52722 2778084
Eddie Muchenejo 353 59657 12708 140494 7907553
Elaine C. Punongbayan 450 188550 6300 185850 4121100
Emmerson Cabarrubia 289 119357 26010 106063 7325861
Erlinda A Bundalian 194 57036 12028 8924 2677782
Evangeline Pionilla 356 118192 29192 86864 8403736
Flordeliza Belmonte 436 190968 27032 55372 8232988
Giovani D. Rollon 207 63135 12420 18837 3369753
Gundelinda B. Agutaya 387 96363 30186 148608 4383936
Ivy Rose Y. Ladera 470 102930 12220 173430 4691540
Jeannie T Villamoran 114 11514 10830 11742 3070134
Jerameel Fabella 471 58404 11304 147423 8058339
John Paul Michael Aragoncillo 151 48773 8154 9966 917929
John Peter William Bermoy 109 29539 1090 45671 1902377
Jose Mari Muchada 332 65736 6972 90304 7112436
Joseph Caballes 314 87606 11304 83210 6713948
Joseph Patrick Ventura 382 93208 27122 53480 10031702
Justine Ignacio 371 167692 7049 24486 3836140
Lorelie Lapastora 268 41540 19832 16616 463640
Lorraine R. De Borja 159 51834 14151 30369 2533824
Ma. Eliza A. Franco 157 60288 5338 55264 3967547
Ma. Lorna L. Funtila 239 27724 6692 111613 4113190
Ma. Rhodora Eugenio 490 187180 14700 155330 14258020
Maria Isa-Ann P Mendoza 470 78960 19270 25850 12431030
Maria Theresa Raflores 349 69451 19893 139251 8039913
Marichu Marcelo 320 66560 12800 94080 5107840
Marisa Cantillano 256 36608 13568 86784 1698816
Mark Andrew Embestro 389 84024 15949 65741 3565963
Mary Ann T. Ventura 427 166957 33733 7686 12398372
Mary Catherine Evidente 303 136956 6666 33633 8016471
Pier Angeli Villagomez 275 113850 17600 82225 6942100
Princessita M. Pereña 407 183964 28083 138787 8942197
Ramzelle Antoni Carbonell 283 62543 15282 54619 4188400
Raphael Amador 341 72633 29326 101277 1477553
Reynelle Medina 249 61005 22659 51045 1268655
Romeo Andro Villarosa 481 122655 11544 198172 2117843
Sandy Diamante 216 57672 5832 27000 4326264
Avail Time AHT Staff Time
(Secs) (Secs) (Hrs)

9675820 394 5485

10219826 739 4311
412160 538 1473
4668513 676 2299
4677246 725 2628
7163730 612 4125
5095600 792 1681
3121170 510 1498
3706116 924 2766
1310760 733 488
5649904 398 1662
4591860 435 2068
3044625 603 3101
10231200 846 4093
6041256 870 3783
865628 402 1006
8131752 658 4658
91996 627 2389
4937157 456 2334
7388604 711 3347
10611190 614 4331
512886 299 1005
1279236 461 2654
500414 443 413
2870515 700 1347
3786128 491 3073
3293546 580 2831
1024142 455 3119
8056636 537 3359
7888580 291 2342
3429948 606 1683
3492779 770 2106
5788580 611 2791
6572370 729 5886
5683240 264 5066
2718361 655 3052
1065280 542 1763
911360 535 763
5292345 426 2507
10491817 488 6416
 8342196 585 4593
2081475 777 2566
10064296 862 5377
2596525 468 1922
362142 596 568
649890 541 570
7760935 691 2837
3815856 419 2287
Apply a formula in the yellow area below that counts the number of agents living in each city

Agent Name City City No of Agents

Jose Mari Muchada Bacolod Manila 19
Ma. Eliza A. Franco Cebu Bacolod 11
Alfredo, Jr. Gorospe Manila Cebu 11
Marichu Marcelo Cebu Davao 7
Adonis Tortosa Manila
Evangeline Pionilla Manila
Ramzelle Antoni Carbonell Davao
Justine Ignacio Bacolod
Pier Angeli Villagomez Davao
Annaly B Riego Manila
Ma. Rhodora Eugenio Cebu
Dennis B. Lagumbay Manila
Reynelle Medina Davao
Dominic R. Barcarse Manila
John Peter William Bermoy Bacolod
Catherine G Ballesteros Manila
Elaine C. Punongbayan Manila
Boyd Heramil Manila
Agnes C Adajar Manila
Raphael Amador Davao
Marisa Cantillano Cebu
Mary Catherine Evidente Cebu
Sandy Diamante Davao
Ivy Rose Y. Ladera Bacolod
Gundelinda B. Agutaya Bacolod
Maria Isa-Ann P Mendoza Cebu
Maria Theresa Raflores Cebu
Annabeth Loyola Manila
Darius R. Cangas Manila
John Paul Michael Aragoncillo Bacolod
Ma. Lorna L. Funtila Cebu
Flordeliza Belmonte Manila
Lorelie Lapastora Bacolod
Mark Andrew Embestro Cebu
Jerameel Fabella Bacolod
Dennis Matibag Manila
Boodie Alexis Villarosa Manila
Giovani D. Rollon Manila
Joseph Patrick Ventura Bacolod
Lorraine R. De Borja Cebu
Mary Ann T. Ventura Cebu
Erlinda A Bundalian Manila
Emmerson Cabarrubia Manila
Eddie Muchenejo Manila
Jeannie T Villamoran Bacolod
Joseph Caballes Bacolod
Princessita M. Pereña Davao
Romeo Andro Villarosa Davao
Draw one single graph using the data below

Month Service Level AHT

Jan 67% 179
Feb 56% 186
Mar 33% 413
Apr 85% 307
May 62% 127 Test
Jun 88% 442
Axis Title
Jul 22% 234
Aug 84% 246 500 1
Sep 79% 452 400 8
Oct 73% 147 300 6

AHT in sec
Nov 11% 322 200 4
Dec 32% 114
100 2
0 0
n ar ay l p v
Ja M M Ju Se No
Month
 Test
Axis Title
100%
80%
60% AHT
Service Level

Service Level
40%
20%
0%
ay l p v
M Ju Se No
Month
1. Compute for Service Level in column F for each day afte ignoring the calls abandoned in less than 10 secs
2. Compute for the consolidated service level for the month in the last row after ignoring the calls abaonded in less than 10 se

Calls handled within Calls Abandoned Service

Date Calls offered Calls Abandoned
Service Level in < 10 secs Level
1-Sep 6356 1081 5275 2105 25.43%
2-Sep 3196 1937 1259 439 70.26%
3-Sep 6068 1454 4614 3192 50.56%
4-Sep 7902 176 7726 6528 12.81%
5-Sep 5168 3435 1733 1569 95.44%
6-Sep 5405 2148 3257 2377 70.94%
7-Sep 1666 662 1004 979 96.36%
8-Sep 6105 85 6020 1482 1.84%
9-Sep 9930 8202 1728 699 88.85%
10-Sep 9916 3085 6831 3291 46.57%
11-Sep 3620 3223 397 109 91.80%
12-Sep 8203 4048 4155 2107 66.40%
13-Sep 8826 6451 2375 771 80.09%
14-Sep 4094 2800 1294 1259 98.77%
15-Sep 7089 3519 3570 885 56.72%
16-Sep 1950 881 1069 202 50.40%
17-Sep 2391 1703 688 660 98.38%
18-Sep 3250 2918 332 113 93.02%
19-Sep 8317 5454 2863 113 66.48%
20-Sep 9786 3172 6614 3209 48.23%
21-Sep 8260 5526 2734 785 73.93%
22-Sep 6405 3603 2802 14 56.38%
23-Sep 2982 1102 1880 1332 66.79%
24-Sep 6494 4898 1596 1095 90.72%
25-Sep 4372 1903 2469 2318 92.65%
26-Sep 9307 3803 5504 1286 47.41%
27-Sep 2416 624 1792 845 39.72%
28-Sep 5808 5707 101 94 99.88%
29-Sep 3086 2180 906 753 93.44%
30-Sep 5566 1708 3858 791 35.77%
MTD 173934 87488 86446 41402 66.01%
han 10 secs
lls abaonded in less than 10 secs
Apply a formula that counts the number of calls handled under each supervisor in the yellow area below

Agent Supervisor Calls handled

Adonis Tortosa Lorelie Balistoy Fredeluces 760
Agnes C Adajar Rosanna Eslava Fernandez 671
Alfredo, Jr. Gorospe Maria Anika Casinabe Cervantes 662
Annabeth Loyola Lobell Leonardo Pelayo 796
Annaly B Riego Ar-j Mori Guevarra 307
Boodie Alexis Villarosa Maria Anika Casinabe Cervantes 295
Boyd Heramil Lobell Leonardo Pelayo 644
Catherine G Ballesteros Ar-j Mori Guevarra 504
Darius R. Cangas Adrian Ross Galvez Custodio 133
Dennis B. Lagumbay Charina Alcala Eugenio 413
Dennis Matibag Joseph Benjamin Victoria Sanz 127
Dominic R. Barcarse Charina Alcala Eugenio 227
Eddie Muchenejo Charina Alcala Eugenio 138
Elaine C. Punongbayan Charina Alcala Eugenio 158
Emmerson Cabarrubia Rosanna Eslava Fernandez 457
Erlinda A Bundalian Rosanna Eslava Fernandez 363
Evangeline Pionilla Gary Tarrosa Sumayao 223
Flordeliza Belmonte Lobell Leonardo Pelayo 635
Giovani D. Rollon Joseph Benjamin Victoria Sanz 207
Gundelinda B. Agutaya Charina Alcala Eugenio 904
Ivy Rose Y. Ladera Charina Alcala Eugenio 648
Jeannie T Villamoran Ar-j Mori Guevarra 963
Jerameel Fabella Adrian Ross Galvez Custodio 147
John Paul Michael Aragoncillo Maria Anika Casinabe Cervantes 366
John Peter William Bermoy Ar-j Mori Guevarra 614
Jose Mari Muchada Adrian Ross Galvez Custodio 325
Joseph Caballes Lobell Leonardo Pelayo 339
Joseph Patrick Ventura Maria Anika Casinabe Cervantes 605
Justine Ignacio Lorelie Balistoy Fredeluces 760
Lorelie Lapastora Maria Anika Casinabe Cervantes 249
Lorraine R. De Borja Ar-j Mori Guevarra 784
Ma. Eliza A. Franco Charina Alcala Eugenio 449
Ma. Lorna L. Funtila Joseph Benjamin Victoria Sanz 963
Ma. Rhodora Eugenio Lorelie Balistoy Fredeluces 955
Maria Isa-Ann P Mendoza Lobell Leonardo Pelayo 110
Maria Theresa Raflores Maria Anika Casinabe Cervantes 554
Marichu Marcelo Gary Tarrosa Sumayao 906
Marisa Cantillano Maria Anika Casinabe Cervantes 384
Mark Andrew Embestro Lorelie Balistoy Fredeluces 761
Mary Ann T. Ventura Charina Alcala Eugenio 149
Mary Catherine Evidente Maria Anika Casinabe Cervantes 108
Pier Angeli Villagomez Maria Anika Casinabe Cervantes 164
Princessita M. Pereña Charina Alcala Eugenio 712
Ramzelle Antoni Carbonell Lans Espinosa Rosero 151
Raphael Amador Adrian Ross Galvez Custodio 365
Reynelle Medina Lobell Leonardo Pelayo 504
Romeo Andro Villarosa Adrian Ross Galvez Custodio 846
Sandy Diamante Joseph Benjamin Victoria Sanz 372
yellow area below

Supervisors Calls handled

Adrian Ross Galvez Custodio 1816
Ar-j Mori Guevarra 3172
Charina Alcala Eugenio 3798
Gary Tarrosa Sumayao 1129
Joseph Benjamin Victoria Sanz 1669
Lans Espinosa Rosero 151
Lobell Leonardo Pelayo 3028
Lorelie Balistoy Fredeluces 3236
Maria Anika Casinabe Cervantes 3387
Rosanna Eslava Fernandez 1491
Apply a formula in yellow area below which shows Level 1 to 4 as per the following conditions: -
Level 1 - Score less than 25%
Level 2 - Score less than 50%
Level 3 - Score less than 75%
Level 4 - Score less than or equal to 100%

Agent Quality Score Level

Adonis Tortosa 11.00% Level 1
Agnes C Adajar 87.00% Level 4
Alfredo, Jr. Gorospe 15.00% Level 1
Annabeth Loyola 68.00% Level 3
Annaly B Riego 62.00% Level 3
Boodie Alexis Villarosa 56.00% Level 3
Boyd Heramil 52.00% Level 3
Catherine G Ballesteros 80.00% Level 4
Darius R. Cangas 55.00% Level 3
Dennis B. Lagumbay 56.00% Level 3
Dennis Matibag 55.00% Level 3
Dominic R. Barcarse 36.00% Level 2
Eddie Muchenejo 87.00% Level 4
Elaine C. Punongbayan 29.00% Level 2
Emmerson Cabarrubia 1.00% Level 1
Erlinda A Bundalian 91.00% Level 4
Evangeline Pionilla 82.00% Level 4
Flordeliza Belmonte 18.00% Level 1
Giovani D. Rollon 43.00% Level 2
Gundelinda B. Agutaya 92.00% Level 4
Ivy Rose Y. Ladera 74.00% Level 3
Jeannie T Villamoran 49.00% Level 2
Jerameel Fabella 81.00% Level 4
John Paul Michael Aragoncillo 65.00% Level 3
John Peter William Bermoy 44.00% Level 2
Jose Mari Muchada 6.00% Level 1
Joseph Caballes 75.00% Level 4
Joseph Patrick Ventura 88.00% Level 4
Justine Ignacio 7.00% Level 1
Lorelie Lapastora 6.00% Level 1
Lorraine R. De Borja 27.00% Level 2
Ma. Eliza A. Franco 36.00% Level 2
Ma. Lorna L. Funtila 31.00% Level 2
Ma. Rhodora Eugenio 34.00% Level 2
Maria Isa-Ann P Mendoza 90.00% Level 4
Maria Theresa Raflores 74.00% Level 3
Marichu Marcelo 47.00% Level 2
Marisa Cantillano 8.00% Level 1
Mark Andrew Embestro 15.00% Level 1
Mary Ann T. Ventura 18.00% Level 1
Mary Catherine Evidente 35.00% Level 2
Pier Angeli Villagomez 16.00% Level 1
Princessita M. Pereña 11.00% Level 1
Ramzelle Antoni Carbonell 76.00% Level 4
Raphael Amador 57.00% Level 3
Reynelle Medina 24.00% Level 1
Romeo Andro Villarosa 100.00% Level 4
Sandy Diamante 4.00% Level 1

Ito ang tamang sagot na wla lng

nakalagay ng number...letter of
correct answers na agad, minsan
jumbled daw kaya...tandaan mo ung
mga sagot....

wag kang lalampas ng 6-10 tamang

sagot kc di rin nila ineexpect na
maperfect mo to...

3 sets of exam sa planning exam sa

ibaba...sa training 2 ung tama mo,
tapos sa residing 3, at 1 sa product
so pasado na un...

training
c delete
d reversing
b admin
a section 1
d making
e inapprop
e 111 a

residing
e reverse
e none
b prepairing
a 1-A
c survering
c indicating
d synthesize
product
b reverse a&b
b recommend
a various checks
d 111a
a 1a
a 1