{"text_format":"1","workbook":"xlsx","n_sheets":8,"sheets":["Default Pasters","Buttons","HarmonizedNF_SSC_TemplatesScore","FormDataValiCondFormatRefs","Call_Workload","Ticket_Workload","TicketListCreator","TEMP"],"not_rendered":{"charts":0,"images":0,"macros":1,"external_links":2,"defined_names":17,"comments":2,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"Default Pasters","index":0,"n_rows":25,"n_cols":4,"rows_kept":25,"cut":false,"hidden":true,"merged":[[24,0,24,4],[3,0,3,4],[5,0,5,4],[7,0,7,4],[20,0,20,4],[22,0,22,4]]}
["Normal First Part"]
[]
[]
["Incident CBAS (not pertinent)"]
[]
["Incident CBAS (All Done OK-Not_High)"]
[]
["Incident CBAS (All Done OK-High_Critical)"]
[]
[]
["Last 4"]
["Categ","CI","Assignm","PSD #"]
[]
["Categ","CI","Assignm","PSD #"]
[]
[]
[]
[]
[]
[]
["Incident CBAS (not pertinent)"]
[]
["Incident CBAS (No CBAS check-Not_High)"]
[]
["Incident CBAS (No CBAS check_Critical)"]

{"sheet":"Buttons","index":1,"n_rows":2,"n_cols":15,"rows_kept":2,"cut":false,"hidden":false,"merged":[]}
[]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Cognos"]

{"sheet":"HarmonizedNF_SSC_TemplatesScore","index":2,"n_rows":16,"n_cols":37,"rows_kept":16,"cut":false,"hidden":true,"merged":[[12,21,12,36],[9,21,9,36],[2,15,2,32],[0,15,0,32]]}
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"TICKETS"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Requestor information (4)","Department acronym (2)","Summary line (2)","Template Usage (4)","WHO? (2)","WHAT (2)","Logs properly entered,No Protected data (21)","CBAS Validated (2)","Designated Site Validated (2)","Impact and urgency (4)","PA details logged (2)","IC Activate (15 minutes) (21)","Categorization (1)","CI (5)","Sent to proper Support Group (5)","PSD Ticket Number logged (21)",{"$f":"IF(D2<>\"\",IF(P2=\"No\",0,4)+IF(Q3=\"No\",0,2)+IF(R2=\"No\",0,2)+IF(S2=\"No\",0,4)+IF(T2=\"No\",0,2)+IF(U2=\"No\",0,2)+IF(V2=\"No\",0,21)+IF(W2=\"No\",0,2)+IF(X2=\"No\",0,2)+IF(Y2=\"No\",0,4)+IF(Z2=\"No\",0,2)+IF(AA2=\"No\",0,21)+IF(AB2=\"No\",0,1)+IF(AC2=\"No\",0,5)+IF(AD2=\"No\",0,5)+IF(AE2=\"No\",0,21),\"\")","v":""}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"RACHEL (October) ESD Question and Scoring "]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Did the agent document the proper requestor information","Did the agent documents the department acronym ","summary line is both accurate and formattes as required ","Template Usage ","Did the agent ask \"who\"?","Did the agent ask \"what\"?","Validate that log are properly entered and or no protected data entered","CBAS Validated?","Designated Site Validated?","Impact and urgency","Did the agent add details to the ticket log","Did the agent engage proper incident coordinator team  activate upon agreed SLO (15 minutes after IN created)","Did the agent selects the appropriate categorization","Did the agent selects the appropriate configuration item , Application, Foundation or asset","Did the agent assign the ticket to the appropriate Support Group ","Did the agent capture and log the partner service desk reference ticket number","Score ","Result:"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Yes","Yes","Yes","Yes","Yes","Yes","Yes",null,null,null,null,null,null,null,null,null,{"$f":"IF(P6=\"No\",0,4)+IF(Q6=\"No\",0,2)+IF(R5=\"No\",0,2)+IF(S5=\"No\",0,4)+IF(T5=\"No\",0,2)+IF(U5=\"No\",0,2)+IF(V5=\"No\",0,21)+IF(W5=\"No\",0,2)+IF(X5=\"No\",0,2)+IF(Y5=\"No\",0,4)+IF(Z5=\"No\",0,2)+IF(AA5=\"No\",0,21)+IF(AB5=\"No\",0,1)+IF(AC5=\"No\",0,5)+IF(AD5=\"No\",0,5)+IF(AE5=\"No\",0,21)","v":100}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,4,2,2,4,2,2,21,2,2,4,2,21,1,5,5,21,{"$f":"P6+Q6+R6+S6+T6+U6+V6+W6+X6+Y6+Z6+AA6+AB6+AC6+AD6+AE6","v":100}]
[]
[]
[]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ICE"]
[]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Was the proper greeting used including  agent  name? (5)","Answers the call in the selected language? (21)","Understands the call and paraphrases? (2)","Asks \"who\"? (2)","Asks \"what\"? (2)","ask \"why\"? (1)","ask \"when\"? (2)","ask \"where\"? (2)","Uses professional conduct and tone? (10)","Uses the proper hold technique? (5)","The agent did not hang-up or argue with the caller. (21)","Uses a clear voice and focused dialoge and tone? (2)","Takes ownership of the call? (2)","Ticket Number (21)","Closing Script (2)",{"$f":"IF(D12<>\"\",IF(V12=\"No\",0,5)+IF(W12=\"No\",0,21)+IF(X12=\"No\",0,2)+IF(Y12=\"No\",0,2)+IF(Z12=\"No\",0,2)+IF(AA12=\"No\",0,1)+IF(AB12=\"No\",0,2)+IF(AC12=\"No\",0,2)+IF(AD12=\"No\",0,10)+IF(AE12=\"No\",0,5)+IF(AF12=\"No\",0,21)+IF(AG12=\"No\",0,2)+IF(AH12=\"No\",0,2)+IF(AI12=\"No\",0,21)+IF(AJ12=\"No\",0,2),\"\")","v":""}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"RACHEL (October) ICE call question and scoring"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Was the proper greeting used including  agent  name?","Did the agent answer the call in the language of selection?","Did the agent understand the call and paraphrase?","Did the agent ask \"who\"?","Did the agent ask \"what\"?","Did the agent ask \"why\"?","Did the agent ask \"when\"?","Did the agent ask \"where\"?","Did the agent use professional conduct and tone?","Did the agent use the proper hold technique?","The agent did not hang-up or argue with the caller.","Did the agent use a clear voice and focused dialoge and tone?","Did the agent take ownership of the call?","Provide Ticket Number","Used proper Closing Script","Score"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes",{"$f":"IF(V15=\"No\",0,5)+IF(W15=\"No\",0,21)+IF(X15=\"No\",0,2)+IF(Y15=\"No\",0,2)+IF(Z15=\"No\",0,2)+IF(AA15=\"No\",0,1)+IF(AB15=\"No\",0,2)+IF(AC15=\"No\",0,2)+IF(AD15=\"No\",0,10)+IF(AE15=\"No\",0,5)+IF(AF15=\"No\",0,21)+IF(AG15=\"No\",0,2)+IF(AH15=\"No\",0,2)+IF(AI15=\"No\",0,21)+IF(AJ15=\"No\",0,2)","v":100}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,5,21,2,2,2,1,2,2,10,5,21,2,2,21,2,{"$f":"SUM(V16:AJ16)","v":100}]

{"sheet":"FormDataValiCondFormatRefs","index":3,"n_rows":216,"n_cols":12,"rows_kept":216,"cut":false,"hidden":true,"merged":[]}
["Desk","TIX, ICE, Combo","ColumnHeader","NEW_DataVal","REG_DataVal","CondFormatCriteria","CF_Range","FormatType","Sample","Formula","HideWhenLoading","HideWhenAuditing"]
["ESD","TIX","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"HOM,CHOM"},"HOM,CHOM","=\"PHOM\"\n=\"CHOM\"","=$A:$A","General",{"$f":"IF(AND(OR(I33=\"Pass\", I33=\"Fail\"),OR(I10=\"P1Nw3T\",I10=\"P2Nw3B\",I10=\"P3Nw4T\",I10=\"P4Nw4B\",I10=\"P5N_IW_T\",I10=\"P3R_T\",I10=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(I33=\"Pass\", I33=\"Fail\"),OR(I10=\"C1Nw1T\",I10=\"C2Nw1B\",I10=\"C3Nw2T\",I10=\"C4Nw2B\",I10=\"C5N_IW_T\",I10=\"C1Rw1T\",I10=\"C2Rw2B\")),\"CHOM\",\"\"))","v":"PHOM"},"=IF(AND([Status Date: ]>=43389,[Status Date: ]<=43404),\"PHOM\",IF(AND([Status Date: ]>=43405,[Status Date: ]<=43419),\"FHOM\",IF(OR([@[Select Code]]=\"P1Nw3T\",[@[Select Code]]=\"P2Nw3B\",[@[Select Code]]=\"P3Nw4T\",[@[Select Code]]=\"P4Nw4B\",[@[Select Code]]=\"P5N_IW_T\",[@[Select Code]]=\"P1R_T\",[@[Select Code]]=\"P2R_IW_T\"),\"PHOM\",IF(OR([@[Select Code]]=\"C1Nw1T\",[@[Select Code]]=\"C2Nw1B\",[@[Select Code]]=\"C3Nw2T\",[@[Select Code]]=\"C4Nw2B\",[@[Select Code]]=\"C5N_IW_T\",[@[Select Code]]=\"C1Rw1T\",[@[Select Code]]=\"C2Rw2B\"),\"CHOM\",\"\"))))","",""]
["ESD","TIX","Audit Status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"COMP,NQ,REM"},"COMP,NQ,REM",null,"'=$B:$B","General",null,{"$f":"IF(AND(OR(X3=\"Pass\", X3=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X3=\"Pass\", X3=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["ESD","TIX","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine"},"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine","","","General","Luc Trudel",null,"",""]
["ESD","TIX","Audit Date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Custom","2018-11-01",null,"",""]
["ESD","TIX","Key",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",1,null,"",""]
["ESD","TIX","Ag.\nStatus",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"NEW,REG"},"NEW,REG","","=$E:$E","General","NEW",null,"",""]
["ESD","TIX","ECD ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General","ALTHEA.ADIBE",null,"",""]
["ESD","TIX","INFOWEB ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",{"$f":"_xlfn.IFNA(VLOOKUP(I$8,VLOOKUP_TICKETS_NEW,2,FALSE),\"EMPTY\")","v":{"$error":"#REF!"}},"=IFNA(VLOOKUP($F2,VLOOKUP_TICKETS_NEW,2,FALSE),\"EMPTY\")","",""]
["ESD","TIX","Select\nCode","P1Nw3T,P2Nw3B,P3Nw4T,P4Nw4B,P5N_IW_T,C1Nw1T,C2Nw1B,C3Nw2T,C4Nw2B,C5N_IW_T","P3R_T,P4R_IW_T,C1Rw1T,C2Rw2B","","","General","P1Nw3T",null,"",""]
["ESD","TIX","Ticket #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General","SR11053289",null,"",""]
["ESD","TIX","EXTERNALSYSTEM",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General","PHONECALL",null,"",""]
["ESD","TIX","Reported Date: ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Custom","2018-10-05T11:15:50",null,"",""]
["ESD","TIX","Status Date: ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Custom","2018-10-16T05:47:49",null,"",""]
["ESD","TIX","Status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General","CLOSED",null,"",""]
["ESD","TIX","Document the proper requestor information",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Documents the department acronym ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Summary line is both accurate and formatted as required",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Template Usage ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","WHO? (Affected User or Client Info)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","WHAT",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Validate that logs are properly entered and or no protected data entered",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","CBAS Validated?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","NA",null,"",""]
["ESD","TIX","Designated Site Validated?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","NA",null,"",""]
["ESD","TIX","Impact and urgency",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","NA",null,"",""]
["ESD","TIX","Add details to the ticket log",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","NA",null,"",""]
["ESD","TIX","Engage proper incident coordinator team  activate upon agreed SLO (15 minutes after IN created)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","NA",null,"",""]
["ESD","TIX","Select appropriate categorization",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","ci",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Assign the ticket to the appropriate Support Group ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","apture and log the partner service desk reference ticket number",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","=\"No\"","=$P:$AE","General","Yes",null,"",""]
["ESD","TIX","Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",{"$f":"IF(I5<>\"\",IF(I$16=\"No\",0,10)+IF(I$17=\"No\",0,3)+IF(I$18=\"No\",0,4)+IF(I$19=\"No\",0,10)+IF(I$20=\"No\",0,5)+IF(I$21=\"No\",0,5)+IF(I$22=\"No\",0,10)+IF(I$23=\"No\",0,2)+IF(I$24=\"No\",0,2)+IF(I$25=\"No\",0,2)+IF(I$26=\"No\",0,2)+IF(I$27=\"No\",0,2)+IF(I$28=\"No\",0,10)+IF(I$29=\"No\",0,10)+IF(I$30=\"No\",0,10)+IF(I$31=\"No\",0,10)+3,\"\")","v":100},"=IF(C2<>\"\",IF($N2=\"No\",0,10)+IF($O2=\"No\",0,3)+IF($P2=\"No\",0,4)+IF($Q2=\"No\",0,10)+IF($R2=\"No\",0,5)+IF($S2=\"No\",0,5)+IF($T2=\"No\",0,10)+IF($U2=\"No\",0,2)+IF($V2=\"No\",0,2)+IF($W2=\"No\",0,2)+IF($X2=\"No\",0,2)+IF($Y2=\"No\",0,2)+IF($Z2=\"No\",0,10)+IF($AA2=\"No\",0,10)+IF($AB2=\"No\",0,10)+IF($AC2=\"No\",0,10)+3,\"\")","",""]
["ESD","TIX","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail","=\"Pass\"\n=\"Fail\"","AG:AG","General","Pass",null,"",""]
["ESD","TIX","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","TIX","SSC QA Agent",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Jason Cashman,Chris Doucette,Krishna Madaparti"},"Jason Cashman,Chris Doucette,Krishna Madaparti","","","General",null,null,"",""]
["ESD","TIX","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","TIX","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail","","AK:AK","General",null,{"$f":"IF(AND(OR(X37=\"Pass\", X37=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X37=\"Pass\", X37=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["ESD","ICE","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"PHOM,CHOM"},"PHOM,CHOM","=\"PHOM\"\n=\"CHOM\"","=$A:$A","General",{"$f":"IF(AND(OR(I70=\"Pass\", I70=\"Fail\"),OR(I46=\"PN1T\",I46=\"PN2B\",I46=\"PR1T\",I46=\"PR2B\")),\"PHOM\",IF(AND(OR(I70=\"Pass\", I70=\"Fail\"),OR(I46=\"CN1T\",I46=\"CN2B\",I46=\"CR1T\",I46=\"CR2B\")),\"CHOM\",\"\"))","v":""},"=IF(AND([@[ICE Call recording Date: (DD/MM/YYYY)]]>=43389,[@[ICE Call recording Date: (DD/MM/YYYY)]]<=43404),\"PHOM\",IF(AND([@[ICE Call recording Date: (DD/MM/YYYY)]]>=43405,[@[ICE Call recording Date: (DD/MM/YYYY)]]<=43419),\"FHOM\",IF(OR([@[Select Code]]=\"PN1T\",[@[Select Code]]=\"PN2B\",[@[Select Code]]=\"PR1T\",[@[Select Code]]=\"PR2B\"),\"PHOM\",IF(OR([@[Select Code]]=\"CN1T\",[@[Select Code]]=\"CN2B\",[@[Select Code]]=\"CR1T\",[@[Select Code]]=\"CR2B\"),\"CHOM\",\"\"))))","",""]
["ESD","ICE","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine"},"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine","","","General",null,null,"",""]
["ESD","ICE","Audit Date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Custom","2018-11-01",null,"",""]
["ESD","ICE","Key",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",1,null,"",""]
["ESD","ICE","Ag.\nStatus","NEW,REG","NEW,REG","","=$E:$E","General","NEW",null,"",""]
["ESD","ICE","ICE #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"=ESD_Agents!$A$1:$A$56"},"=ESD_Agents!$A$1:$A$56","","","General",null,null,"",""]
["ESD","ICE","ECD ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",{"$f":"_xlfn.IFNA(VLOOKUP(I$43,[2]!ESD_Agents[#All],2,FALSE),\"\")","v":{"$error":"#REF!"}},null,"",""]
["ESD","ICE","INFOWEB ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",{"$f":"_xlfn.IFNA(VLOOKUP(I$43,[2]!ESD_Agents[#All],3,FALSE),\"\")","v":{"$error":"#REF!"}},null,"",""]
["ESD","ICE","Select Code","PN1T,PN2B,CN1T,CN2B","PR1T,PR2B,CR1T,CR2B","","","General",null,null,"",""]
["ESD","ICE","Dept.",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"HC,ESD"},"HC,ESD","","","General",{"$f":"IF([2]!OCT_ICE[[#This Row],[Audit Date]]<>\"\",\"ESD\",\"\")","v":{"$error":"#REF!"}},null,"",""]
["ESD","ICE","Link Wav",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",{"$f":"HYPERLINK(I49,\"wav\")","v":"wav"},null,"",""]
["ESD","ICE","File Name",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","ICE","ICE Queue Language:",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"English,French,NONE"},"English,French,NONE","French,NONE","=$M:$M","General",null,null,"",""]
["ESD","ICE","ICE Call recording Date: (DD/MM/YYYY)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Date",null,null,"",""]
["ESD","ICE","ICE Call time: (H:MM:SS)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Date",null,null,"",""]
["ESD","ICE","ICE Call duration: (H:MM:SS)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","Custom",null,null,"",""]
["ESD","ICE","Ticket Number Reference (SR or IR):",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","ICE","Proper greeting used?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Agent provides their name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Answers the call in the selected language?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Gathers  the caller's information, starting with their first name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Understands the call and paraphrases?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Asks \"who\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Asks \"what\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Uses professional conduct and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Uses the proper hold technique?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","The agent did not hang-up or argue with the caller.",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Uses a clear voice and focused dialoge and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Takes ownership of the call?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Ticket Number",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Closing Script",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No","No","=$R:$AE","General",null,null,"",""]
["ESD","ICE","Score",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","ICE","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail","Pass,Fail","AI:AI","General",null,null,"",""]
["ESD","ICE","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","ICE","SSC QA Agent",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Jason Cashman,Chris Doucette,Krishna Madaparti"},"Jason Cashman,Chris Doucette,Krishna Madaparti","","","General",null,null,"",""]
["ESD","ICE","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"","","","General",null,null,"",""]
["ESD","ICE","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail","","AM:AM","General",null,null,"",""]
["OSSD","COMBO","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,"=IF(AND(OR(F80=\"Pass\", OSSD_NOV_HCCS[@Result]=\"Fail\"),OR(OSSD_NOV_HCCS[@[Select Code]]=\"P1Nw3T\",OSSD_NOV_HCCS[@[Select Code]]=\"P2Nw3B\",OSSD_NOV_HCCS[@[Select Code]]=\"P3Nw4T\",OSSD_NOV_HCCS[@[Select Code]]=\"P4Nw4B\",OSSD_NOV_HCCS[@[Select Code]]=\"P5N_IW_T\",OSSD_NOV_HCCS[@[Select Code]]=\"P3R_T\",OSSD_NOV_HCCS[@[Select Code]]=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(OSSD_NOV_HCCS[@Result]=\"Pass\", OSSD_NOV_HCCS[@Result]=\"Fail\"),OR(OSSD_NOV_HCCS[@[Select Code]]=\"C1Nw1T\",OSSD_NOV_HCCS[@[Select Code]]=\"C2Nw1B\",OSSD_NOV_HCCS[@[Select Code]]=\"C3Nw2T\",OSSD_NOV_HCCS[@[Select Code]]=\"C4Nw2B\",OSSD_NOV_HCCS[@[Select Code]]=\"C5N_IW_T\",OSSD_NOV_HCCS[@[Select Code]]=\"C1Rw1T\",OSSD_NOV_HCCS[@[Select Code]]=\"C2Rw2B\")),\"CHOM\",\"\"))","",""]
["OSSD","COMBO","Audit Status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Audit date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Key",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Active",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Ag. Status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","OSSD Agent",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","SM7 Ticket#",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Gov                Branch",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"PSPC,SSC,CSPS,INFC / EFPC,BOA,NotAvail"},"PSPC,SSC,CSPS,INFC / EFPC,BOA,NotAvail","",null,null,null,null,"",""]
["OSSD","COMBO","Speechminer Interaction #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Call date ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,null,null,null,"",""]
["OSSD","COMBO","Was the proper greeting used including  agent  name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent answer the call in the language of selection?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent gather the caller's information, starting with their last name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent understand the call and paraphrase?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent ask \"who\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent ask \"what\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent ask \"why\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent ask \"when\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent ask \"where\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent use professional conduct and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent use the proper hold technique?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","The agent did not hang-up or argue with the caller",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent use a clear voice and focused dialoge and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent take ownership of the call?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Provide ticket or reference number to user ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Closing Script",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did agent used proper title format",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent confirm client configuration",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent document a clear description of issue?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent attempt to resolve issue?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent prioritize ticket properly",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent categorize properly?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Did the agent document proper CI?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,null,null,null,"",""]
["OSSD","COMBO","Proper Resolution step documented ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Proper closure code used",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,null,null,null,"",""]
["OSSD","COMBO","Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,null,null,null,"",""]
["OSSD","COMBO","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AM:AM",null,null,null,"",""]
["OSSD","COMBO","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,null,null,null,"",""]
["OSSD","COMBO","SSC QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,null,null,null,"",""]
["OSSD","COMBO","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,null,null,null,"",""]
["OSSD","COMBO","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AQ:AQ",null,null,null,"",""]
["HC","TIX","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yvelson Antoine,Louis Lafleur,Fernando Ortiz,Luc Trudel"},"Yvelson Antoine,Louis Lafleur,Fernando Ortiz,Luc Trudel","","","General",null,null,"",""]
["HC","TIX","HC Agent:",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine"},"Luc Trudel,Louis Lafleur,Fernando Ortiz,Yvelson Antoine",null,null,"General",null,null,"",""]
["HC","TIX","ICE_ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Agent status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Audit date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Call date ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Audit              Source",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","SM6            Ticket #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","ICE Interaction number",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Did the agent document the proper requestor information",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent document relevant brief description?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent document the ticket using proper process and procedure ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent ask \"who\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No"},"Yes,No",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent ask \"what\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent ask \"why\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent ask \"when\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent ask \"where\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent categorize the proper area and sub-area?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent selects the appropriate Product type?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Impact and urgency",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Did the agent assign the ticket to the appropriate Support Group ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Resolution               (if applicable)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Closure               (if applicable)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yes,No,NA"},"Yes,No,NA",null,null,"General",null,null,"",""]
["HC","TIX","Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AF:AF","General",null,null,"",""]
["HC","TIX","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","SSC QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","TIX","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AJ:AJ","General",null,null,"",""]
["HC","ICE","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"PHOM,CHOM"},"PHOM,CHOM","=\"PHOM\"\n=\"CHOM\"","=$A:$A","General",null,null,"",""]
["HC","ICE","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Yvelson Antoine,Louis Lafleur,Fernando Ortiz,Luc Trudel"},"Yvelson Antoine,Louis Lafleur,Fernando Ortiz,Luc Trudel","","","General",null,null,"",""]
["HC","ICE","Audit Date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","ICE","Key",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":0},null,null,null,"General",null,null,"",""]
["HC","ICE","Ag.\nStatus",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"NEW,REG"},"NEW,REG","","=$E:$E","General","NEW",null,"",""]
["HC","ICE","ICE #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","ECD ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","INFOWEB ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Select Code",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Dept.",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Link Wav",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","File Name",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","ICE Queue Language:",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","ICE Call recording Date: (DD/MM/YYYY)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","ICE Call time: (H:MM:SS)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","ICE Call duration: (H:MM:SS)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Ticket Number Reference (SD,IM):",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Proper greeting used?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Agent provides their name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Answers the call in the selected language?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Gathers  the caller's information, starting with their first name?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Understands the call and paraphrases?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Asks \"who\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Asks \"what\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Did the agent ask \"why\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Did the agent ask \"when\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Did the agent ask \"where\"?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Uses professional conduct and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Uses the proper hold technique?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","The agent did not hang-up or argue with the caller.",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Uses a clear voice and focused dialoge and tone?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Takes ownership of the call?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Ticket Number",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Closing Script",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Score",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AL:AL","General",null,null,"",""]
["HC","ICE","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","SSC QA Agent",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,null,"General",null,null,"",""]
["HC","ICE","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AP:AP","General",null,null,"",""]
["RFL","QUOTE","Audit Cycle",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,{"$f":"$A:$A","v":"RFL"},null,null,null,"",""]
["RFL","QUOTE","Audit Status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","Audit date",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","Key",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","Agent status",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","AgentLast,First",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","SM7 ID",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,null,"",""]
["RFL","QUOTE","Select Code",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X195=\"Pass\", X195=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X195=\"Pass\", X195=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","SM7 Quotes #",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X196=\"Pass\", X196=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X196=\"Pass\", X196=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Audit Source",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X197=\"Pass\", X197=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X197=\"Pass\", X197=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Gouv Entity",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X198=\"Pass\", X198=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X198=\"Pass\", X198=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Quote Creation Date ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X199=\"Pass\", X199=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X199=\"Pass\", X199=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Was the contact information validated and correct (Requestor)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X200=\"Pass\", X200=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X200=\"Pass\", X200=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Did the RMA use the proper category based on the request from the end user?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X201=\"Pass\", X201=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X201=\"Pass\", X201=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Is the location entered for the person in the “Requested For” correct?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X202=\"Pass\", X202=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X202=\"Pass\", X202=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Did the agent document the Proper Requestor Information in all relevant fields?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X203=\"Pass\", X203=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X203=\"Pass\", X203=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Was the contact information validated and correct (Manager/CA/ Owner/ETI-BC)",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X204=\"Pass\", X204=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X204=\"Pass\", X204=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Has the Quote been pushed to next phases?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X205=\"Pass\", X205=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X205=\"Pass\", X205=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Was the requested date set correctly based on the type of request?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X206=\"Pass\", X206=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X206=\"Pass\", X206=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Verify that the Line item has been assisgned to the proper Group ?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X207=\"Pass\", X207=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X207=\"Pass\", X207=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Were the steps taken by agent documented, proper template (line items)?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X208=\"Pass\", X208=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X208=\"Pass\", X208=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","If a New User, Move User request or Profile Update, was the SM7 Contact record updated appropriately?",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X209=\"Pass\", X209=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X209=\"Pass\", X209=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,"RFL",null,null,{"$f":"IF(AND(OR(X210=\"Pass\", X210=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X210=\"Pass\", X210=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"Y:Y",null,null,{"$f":"IF(AND(OR(X211=\"Pass\", X211=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X211=\"Pass\", X211=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","Comment on Negative result",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,{"$f":"$A:$A","v":"RFL"},null,null,{"$f":"IF(AND(OR(X212=\"Pass\", X212=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X212=\"Pass\", X212=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","SSC QA Agent ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,{"$f":"$A:$A","v":"RFL"},null,null,{"$f":"IF(AND(OR(X213=\"Pass\", X213=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X213=\"Pass\", X213=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","SSC Score ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":""},"",null,{"$f":"$A:$A","v":"RFL"},null,null,{"$f":"IF(AND(OR(X214=\"Pass\", X214=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X214=\"Pass\", X214=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]
["RFL","QUOTE","SSC Result ",{"$f":"ESD_REF[[#This Row],[REG_DataVal]]","v":"Pass,Fail,Proces Fail"},"Pass,Fail,Proces Fail",null,"AC:AC",null,null,{"$f":"IF(AND(OR(X215=\"Pass\", X215=\"Fail\"),OR(#REF!=\"P1Nw3T\",#REF!=\"P2Nw3B\",#REF!=\"P3Nw4T\",#REF!=\"P4Nw4B\",#REF!=\"P5N_IW_T\",#REF!=\"P3R_T\",#REF!=\"P4R_IW_T\")),\"PHOM\",IF(AND(OR(X215=\"Pass\", X215=\"Fail\"),OR(#REF!=\"C1Nw1T\",#REF!=\"C2Nw1B\",#REF!=\"C3Nw2T\",#REF!=\"C4Nw2B\",#REF!=\"C5N_IW_T\",#REF!=\"C1Rw1T\",#REF!=\"C2Rw2B\")),\"CHOM\",\"\"))","v":{"$error":"#REF!"}},"",""]

{"sheet":"Call_Workload","index":4,"n_rows":26,"n_cols":16,"rows_kept":26,"cut":false,"hidden":true,"merged":[]}
["Total Monthly Projection Calls","Percentage per week","Calls Audits","days in wk","Daily Requirement",null,null,null,null,null,"Total HOM Cycle Projection Calls","Percentage per week","Calls Audits per week","days in wk","Daily Requirement"]
[100,0.25,{"$f":"_xlfn.CEILING.MATH(A$2*B$2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(C2/D2)","v":5},null,null,null,null,null,50,0.5,{"$f":"_xlfn.CEILING.MATH(K$2*L$2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(M2/N2)","v":5}]
[null,null,{"$f":"_xlfn.CEILING.MATH(A$2*B$2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(C3/D3)","v":5},null,null,null,null,null,null,null,{"$f":"_xlfn.CEILING.MATH(K2*L2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(M3/N3)","v":5}]
[null,null,{"$f":"_xlfn.CEILING.MATH(A$2*B$2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(C4/D4)","v":5},null,null,null,null,null,null,null,null,"TwoWeeksDays"]
[null,null,{"$f":"_xlfn.CEILING.MATH(A$2*B$2)","v":25},5,{"$f":"_xlfn.CEILING.MATH(C5/D5)","v":5},null,null,null,null,null,null,null,{"$f":"SUM(M2:M3)","v":50},10]
[null,null,null,null,null,null,null,null,null,null,"Budgeted hours","QA Agents",null,null,"FactorTimePerCall","HoursNeededPerDay"]
[null,null,{"$f":"SUM(C2:C5)","v":100},null,null,null,null,null,null,null,37.5,1,{"$f":"(K$7*L$7)","v":37.5}]
[null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"(K$7*L$7)","v":37.5}]
[null,null,7.5,5,{"$f":"C9*D9","v":37.5}]
[null,null,7.5,5,{"$f":"C10*D10","v":37.5},null,null,null,null,null,null,null,{"$f":"SUM(M7:M8)","v":75},5,"00:00:36",{"$f":"N10*O10","v":"00:03:00"}]
[null,null,7.5,5,{"$f":"C11*D11","v":37.5}]
[null,null,7.5,5,{"$f":"C12*D12","v":37.5}]
[null,null,null,null,{"$f":"SUM(E9:E12)","v":150}]
[null,null,null,null,"Daily Minutes",null,"Weekly Minutes",null,"Monthly Minutes"]
[null,null,7.5,60,180,5,{"$f":"E15*F15","v":900},4,{"$f":"G15*H15","v":3600}]
[]
[]
[]
[null,"2018-11-08","Calls QuickLateness Calculator"]
["Current Day in Cycle",9,{"$f":"E2","v":5},{"$f":"B20*C20","v":45}]
[null,null,"done",15,null,"daysLate","UsualTimePerDay",null,"TimeLateTotal"]
[null,null,null,{"$f":"D20-D21","v":30},"Late Calls Status",{"$f":"D22/E2","v":6},3,null,{"$f":"F22*G22","v":18},"hours"]
[]
[]
[null,null,null,null,null,null,null,null,"CombinedLateness"]
[null,null,null,null,null,null,null,null,{"$f":"I22+Ticket_Workload!I20","v":49.692307692307693},{"$f":"I26/C9","v":6.6256410256410261}]

{"sheet":"Ticket_Workload","index":5,"n_rows":20,"n_cols":10,"rows_kept":20,"cut":false,"hidden":true,"merged":[]}
["Total Projection Tickets","Percentage per week","Tickets Audits","days in wk","Daily Requirement"]
[{"$f":"124*2","v":248},0.25,{"$f":"_xlfn.CEILING.MATH(A2*B2)","v":62},5,{"$f":"_xlfn.CEILING.MATH(C2/D2)","v":13}]
[null,0.25,{"$f":"_xlfn.CEILING.MATH(A2*B2)","v":62},5,{"$f":"_xlfn.CEILING.MATH(C3/D3)","v":13}]
[null,0.25,{"$f":"_xlfn.CEILING.MATH(A2*B2)","v":62},5,{"$f":"_xlfn.CEILING.MATH(C4/D4)","v":13}]
[null,0.25,{"$f":"_xlfn.CEILING.MATH(A2*B2)","v":62},5,{"$f":"_xlfn.CEILING.MATH(C5/D5)","v":13}]
[]
[null,null,{"$f":"SUM(C2:C5)","v":248}]
[]
[]
[]
[null,null,"Daily"]
[null,null,"Calls",5]
[null,null,"Tickets",13]
[]
[]
[]
[null,"2018-11-08","Tickets QuickLateness Calculator"]
["Current Day in Cycle",8,{"$f":"E2","v":13},{"$f":"B18*C18","v":104}]
[null,null,null,1,null,"daysLate"]
[null,null,null,{"$f":"D18-D19","v":103},"Late Calls Status",{"$f":"D20/E2","v":7.9230769230769234},4,null,{"$f":"F20*G20","v":31.692307692307693},"hours"]

{"sheet":"TicketListCreator","index":6,"n_rows":158,"n_cols":5,"rows_kept":158,"cut":false,"hidden":false,"merged":[]}
[1,"JEAN-PIERRE.NDAYIZEYE",2,1,{"$f":"VLOOKUP(D1,$A$1:$B$97,2)","v":"JEAN-PIERRE.NDAYIZEYE"}]
[{"$f":"A1+C1","v":3},"AURELIE.LUNDJA",2,2,"JEAN-PIERRE.NDAYIZEYE"]
[5,"ISMAIL-MOHAMOUD.HERSI",2,3,"AURELIE.LUNDJA"]
[7,"JIHANE.BAMANISSA",2,4,"AURELIE.LUNDJA"]
[9,"ANIKA.CHOUDHURY",2,5,"ISMAIL-MOHAMOUD.HERSI"]
[11,"CHRISTOPHER.KABOUCHI",2,6,"ISMAIL-MOHAMOUD.HERSI"]
[13,"DOUALEH.AHMED-ISMAEL",2,7,"JIHANE.BAMANISSA"]
[15,"SOUBER.ISMAEL",2,8,"JIHANE.BAMANISSA"]
[17,"BRUCE.JOHNSON",2,9,"ANIKA.CHOUDHURY"]
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