{"text_format":"1","workbook":"xlsx","n_sheets":8,"sheets":["ACTIVE SDA","18_January_Calls","18_January_Tickets","18_February_Calls","18_February_Tickets","18_March_Calls","18_March_Tickets","Values"],"not_rendered":{"charts":0,"images":0,"macros":0,"external_links":0,"defined_names":40,"comments":0,"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":"ACTIVE SDA","index":0,"n_rows":63,"n_cols":10,"rows_kept":63,"cut":false,"hidden":false,"merged":[]}
["Agent List- Firstname Lastname","Lastname, Firstname","Infoweb first ticket Date:","Usual SHIFT","ECD Login","Infoweb username","ICE code","Comment","Junior/Senior","Last Day:"]
["Abdoul Kader Ismael","Ismael , Abdoulkader (Abdul) (P.T.)",null,null,"ABDOULKADER.ISMAEL","IPFHDU3",1281,null,"Senior"]
["Ahmed Hersi","Hersi, Ahmed (P.T.)",null,null,"AHMED.HERSI","IPFHDK6",1141,null,"Senior"]
["Alain Langlois","Langlois, Alain",null,null,"ALAIN.LANGLOIS2","IPFHDS9",1193,null,"Junior"]
["Alex Dubois","Dubois, Alex",null,null,"ALEX.DUBOIS3","IPFHDY5 ",1282,null,"Junior"]
["Amadou Sow","Sow, Amadou",null,null,"AMADOU.SOW","IPFHDS6 ",1219,null,"Junior"]
["Andre Pelland","Pelland, André (Student) (P.T)",null,null,"ANDRE.PELLAND","IPFHDB6",1060,null,"Senior"]
["Andrei Dinga-Reassi","Dinga-Reassi , Andrei",null,null,"ANDREI.DINGAREASSI","IPFHDA1",1133,null,"Junior"]
["Arnauld Kazadi","Kazadi, Arnauld",null,null,"ARNAULD.KAZADI","IPFHDH2  ",1142,null,"Senior"]
["Blaise Mwenze","Mwenze, Blaise",null,null,"BLAISE.MWENZE","IPFHDGB ",1283,null,"Senior"]
["Bob Tshituka","Tshituka, Bob",null,null,"BOB.TSHITUKA","IPFHDGT",1134,null,"Junior"]
["Boris Dakoure","Dakoure, Boris",null,null,"BORIS.DAKOURE","New agent","New agent",null,"New agent"]
["Bouh Houssein","Houssein, Bouh (P.T.)",null,null,"BOUH.HOUSSEIN","IPFHDAH ",1036,null,"Senior"]
["Carlos Toussaint-Sanchez ","Toussaint-Sanchez , Carlos",null,null,"CARLOS.TOUSSAINT-SANCHEZ","New agent","New agent",null,"New agent"]
["Christian Kaboba","Kaboba, Christian",null,null,"CHRISTIAN.KABOBA","IPFHDY8",1259,null,"NEW"]
["Christopher Stillwell","Stillwell, Christopher (E)",null,null,"CHRISTOPHER.STILLWELL","IPFHDBJ",1247,null,"SHIFT LEAD"]
["Claude Rondeau","Rondeau, Claude",null,null,"CLAUDE.RONDEAU","IPFHDU8  ",1042,null,"Senior"]
["Clifford Michel","Michel, Clifford",null,null,"CLIFFORD.MICHEL","IPFHD06  ",1168,null,"Senior"]
["Constant Bangoub","Bangoub, Constant",null,null,"CONSTANT.BANGOUB","New agent","New agent",null,"New agent"]
["Cy Karimumvumba","Karimumvumba, Cy",null,null,"CY.KARIMUMVUMBA","IPFHDM5",1122,null,"SME"]
["Dan Donovan","Donovan, Dan",null,null,"DAN.DONOVAN","IPFHD17",1024,null,"Senior"]
["Dan Friel","Friel, Daniel ",null,null,"DAN.FRIEL","IPFHD16",1213,null,"SME"]
["Daniel Gracia","Gracia, Daniel","2017-07-06",null,"DANIEL.GRACIA","IPFHDDG",1246,null,"Junior"]
["Debbie Martin","Martin, Debbie (E)",null,null,"DEBBIE.MARTIN3","IPFHDV1 ",1061,null,"Senior"]
["Dini Ali Hassan","Ali Hassan, Dini",null,null,"DINI.ALIHASSAN","IPFHDW8",1228,null,"Junior"]
["Donald Ross","Ross, Donald",null,null,"DONALD.ROSS","IPFHDM6 ",1048,null,"SHIFT LEAD"]
["Ebenezer Ntienjem","Ntienjem, Ebenezer",null,null,"EBENEZER.NTIENJEM","IPFHDW6",1216,null,"Junior"]
["Emerson Hilaire","Hilaire, Emerson",null,null,"EMERSON.HILAIRE","IPFHDEH ",1233,null,"Junior"]
["Fidèle Rwogera","Rwogera, Fidele",null,null,"FIDELE.RWOGERA","IPFHDFR",1290,null,"Junior"]
["Franklin Enama","Enama, Franklin",null,null,"FRANKLIN.ENAMAELOUNDOU","New agent","New agent",null,"New agent"]
["Guillaume Boisse Ouellette","Boisse Ouellette, Guillaume",null,null,"GUILLAUME.BOISSEOUELLETTE","New agent","New agent",null,"New agent"]
["Guy Lachance","Lachance, Guy",null,null,"GUY.LACHANCE2","IPFHDT6",1030,null,"Junior"]
["Hakim Abdat","Abdat, Hakim (P.T.)",null,null,"HAKIM.ABDAT","IPFHDBB  ",1167,null,"Senior"]
["Harouna Mounkaila","Mounkaila, Harouna",null,null,"MOUNKAILA.HAROUNA2","IPFHDGW",1135,null,"Senior"]
["Hosea Kabundi","Kabundi, Hosea",null,null,"HOSEA.KABUNDI","IPFHD86",1027,null,"Junior"]
["Iris Ndagano ","Ndagano, Iris",null,null,"IRIS.NDAGANO","IPFHDGA ",1266,null,"Senior"]
["Ismael Awaleh ","Awaleh, Ismael",null,null,"ISMAEL.AWALEH","IPFHDGD  ",1262,null,"Senior"]
["Janice Kelsey","Kelsey, Janice",null,null,"JANICE.KELSEY","IPFHDJ2  ",1249,null,"SME"]
["Japhet Burihabwa","Burihabwa, Japhet (P.T.)",null,null,"JAPHET.BURIHABWA","IPFHDJ8  ",1264,null,"SME"]
["Jean Calvin Touko","Touko, Jean Calvin",null,null,"JEAN-CALVIN.TOUKO","New agent","New agent"]
["Jean-Francois Patry","Patry, Jean-Francois",null,null,"JEAN-FRANCOIS.PATRY","IPFHD07  ",1029,null,"Senior"]
["Jessica Jean-Chataigne","Jean-Chataigne, Jessica ",null,null,"JESSICA.JEAN-CHATAIGNE","IPFHDS8 ",1299,null,"Junior"]
["Ketsia St-Louis Noel","St-Louis Noel, Ketsia",null,null,"KETSIA.ST-LOUISNOEL","IPFHDU6  ",1280,null,"Senior"]
["Luc Plassy","Plassy, Luc",null,null,"LUC.PLASSY2","IPFHDU4",1275,null,"SME"]
["Manasse Elisee","Elisee , Manasse",null,null,"MANASSE.ELISEE","IPFHDW5 ",1270,null,"Junior"]
["Matt Martineau","Martineau, Matt",null,null,"MATT.MARTINEAU","IPFHDA9  ",1212,null,"Senior"]
["Michael Wilson","Wilson, Michael (E)",null,null,"MICHAEL.WILSON","IPFHDV7   ",1169,null,"SHIFT LEAD"]
["Michel Barakat","Barakat, Michel",null,null,"MICHEL.BARAKAT","IPFHDN2 ",1132,null,"Senior"]
["Michel Mainville","Mainville, Michel",null,null,"MICHEL.MAINVILLE","New agent","New agent",null,"New agent"]
["Mihai (Mike) Chiriac","Chiriac, Mihai (Mike)",null,null,"MIHAI.CHIRIAC","IPFHDT2  ",1279,null,"Junior"]
["Moctar N'Diaye","N’Diaye, Moctar",null,null,"MOCTAR.NDIAYE","IPFHDT2 ",1144,null,"Senior"]
["Mohamed Kassem","Kassem, Mohamed",null,null,"MOHAMED.KASSEM","IPFHDAR  ",1263,null,"Senior"]
["Moubarak Ali Djibril","Ali Djibril, Moubarak",null,null,"MOUBARAK.ALIDJIBRIL","IPFHDT4  ",1173,null,"Junior"]
["Nathalie Dure","Dure, Nathalie",null,null,"NATHALIE.DURE","IPFHDL2",1064,null,"Senior"]
["Nicholas Laberge","Laberge, Nicholas",null,null,"NICHOLAS.LABERGE","New agent","New agent",null,"New agent"]
["Nicolas Mattard-Michaud","Mattard-Michaud, Nicolas",null,null,"NICOLAS.MATTARD-MICHAUD","IPFHDY7",1153,null,"Junior"]
["Patrice Loukou","Loukou, Patrice",null,null,"PATRICE.LOUKOU","IPFHDW9",1049,null,"Junior"]
["Pola Matho","Matho , Pola",null,null,"POLANICOLE.MATHO","IPFHDX2",1293,null,"Junior"]
["Rod Towey","Towey, Rod",null,null,"ROD.TOWEY","IPFHDS5  ",1038,null,"Junior"]
["Steve Jean-Baptiste","Jean-Baptiste, Steve",null,null,"STEVE.JEAN-BAPTISTE2","IPFHDGX  ",1147,null,"Junior"]
["Warsama  Elmi","Elmi, Warsama (Wes)",null,null,"WARSAMA.ELMI","IPFHD84  ",1190,null,"SME"]
["Willy Blaise Iranyibutse","Iranyibutse, Willy Blaise",null,null,"WILLY.IRANYIBUTSE","IPFHD21 ",1194,null,"Junior"]
["Jean Calvin Touko","Touko, Jean Calvin",null,null,"JEAN-CALVIN.TOUKO","New agent","New agent",null,"New agent"]

{"sheet":"18_January_Calls","index":1,"n_rows":32,"n_cols":49,"rows_kept":32,"cut":false,"hidden":false,"merged":[[30,47,30,48],[3,1,3,2],[29,1,29,2],[1,0,1,1],[1,47,1,48],[27,1,27,2],[27,47,27,48],[28,1,28,2]]}
[null,"January 2018"]
["CALLS",null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,"GoToTix",null,null,"Totals","CUMULATIVE CALLS"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT",null,null,2018,"January"]
[null,"Ticket#"]
[null," SoftSkills",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," SoftSkills"]
[" SoftSkills 01","Greeting/Closing",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y6:AS6, \"<5\")","v":0}," SoftSkills 01","Greeting/Closing"]
[" SoftSkills 02","Listening Skills",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y7:AS7, \"<8\")","v":0}," SoftSkills 02","Listening Skills"]
[" SoftSkills 03","Slang, Jargon, Dual Language",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y8:AS8, \"<8\")","v":0}," SoftSkills 03","Slang, Jargon, Dual Language"]
[" SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y9:AS9, \"<8\")","v":0}," SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness"]
[" SoftSkills 05","Call Control",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y10:AS10, \"<8\")","v":0}," SoftSkills 05","Call Control"]
[" SoftSkills 06","Professional attitude: Professional attitude ",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y11:AS11, \">0\")","v":0}," SoftSkills 06","Professional attitude: Professional attitude "]
[null,null,37,{"$f":"SUM(D6:D11)","v":37},37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37]
[null," Process",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Process"]
[" Process 01","Requesting and validating customer details",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y14:AS14, \"<8\")","v":0}," Process 01","Requesting and validating customer details"]
[" Process 02","Presence of Documentation / Accuracy of Documentation",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y15:AS15, \">0\")","v":0}," Process 02","Presence of Documentation / Accuracy of Documentation"]
[" Process 03","All pertinent information captured - all pertinent information provided to the caller",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y16:AS16, \"<8\")","v":0}," Process 03","All pertinent information captured - all pertinent information provided to the caller"]
[" Process 04","Follow up information & Ticket provided",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y17:AS17, \"<8\")","v":0}," Process 04","Follow up information provided"]
[" Process 05","Security Policies:  Process Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y18:AS18, \">0\")","v":0}," Process 05","Security Policies:  Process Adherence. (F)"]
[" Process 06","Call Release/Call Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y19:AS19, \">0\")","v":0}," Process 06","Call Release/Call Adherence. (F)"]
[null,null,24,{"$f":"SUM(D14:D19)","v":24},24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,{"$f":"SUM(AS14:AS19)","v":24}]
[null," Technical/Problem Resolution",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Technical/Problem Resolution"]
[" Technical 01","Symptom information gathering / Fact finding, and Cause Isolation",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( Y22:AS22, \"<10\")","v":0}," Technical 01","Symptom information gathering / Fact finding, and Cause Isolation"]
[" Technical 02","Resolution Accuracy. ",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y23:AS23, \"<5\")","v":0}," Technical 02","Resolution Accuracy. "]
[" Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y24:AS24, \"<8\")","v":0}," Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution"]
[" Technical 04","Expectations Setting/Ownership",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y25:AS25, \"<8\")","v":0}," Technical 04","Expectations Setting/Ownership"]
[null,"Other",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y26:AS26, \"<8\")","v":0},null,"Other"]
[null,null,39,{"$f":"SUM(D22:D26)","v":39},39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,{"$f":"SUM(AS22:AS26)","v":39}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y28:AS28, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D28=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E28=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL INDIVIDUAL ITEMS SCORE",{"$f":"C6+C7+C8+C9+C10+C14+C16+C17+C22+C23+C24+C25+C26","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D12,D20,D27,D30))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E12,E20,E27,E30))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D31:AS31),\"\")","v":""},"AVERAGE"]
[null,"TOTAL SECTION SCORE",{"$f":"C12+C20+C27","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"18_January_Tickets","index":2,"n_rows":28,"n_cols":48,"rows_kept":28,"cut":false,"hidden":false,"merged":[[23,1,23,2],[24,1,24,2],[25,1,25,2],[1,0,1,1]]}
[null,"January 2018"]
["TICKETS",null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,"GoToCalls",null,null,null,"CUMULATIVE TIX"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT"," "," Total","2018 January"]
[null,"ESD Ticket audit documentation","Ticket#",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit documentation"]
[null,"Was the appropriate summary format used?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D5:AS5, \"<8\")","v":0},"Was the appropriate summary format used?"]
[1,"Was the issue description captured correctly in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D6:AS6, \"<4\")","v":0},"Was the issue description captured correctly in the ticket?"]
[2,"Does the summary accurately sum up the description of the problem in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D7:AS7, \"<4\")","v":0},"Does the summary accurately sum up the description of the problem in the ticket?"]
[3,"Was the proper template used for the ticket? (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D8:AS8, \"<10\")","v":0},"Was the proper template used for the ticket? (F)"]
[4,"Are there spelling/grammatical errors?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D9:AS9, \"<5\")","v":0},"Are there spelling/grammatical errors?"]
[5,"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D10:AS10, \"<12\")","v":0},"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)"]
[6,"Was a high/critical checklist filled out? (if applicable) (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D11:AS11, \"<10\")","v":0},"Was a high/critical checklist filled out? (if applicable) (F)"]
[7,"Was the Correct CI captured in the ticket?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D12:AS12, \"<5\")","v":0},"Was the Correct CI captured in the ticket?"]
[8,"Was there proper logs left on the ticket?",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D13:AS13, \"<12\")","v":0},"Was there proper logs left on the ticket?"]
[9,"Was the correct resolution Process followed in the ticket?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D14:AS14, \"<8\")","v":0},"Was the correct resolution Process followed in the ticket?"]
[10,"above Section Total",{"$f":"SUM(C5:C14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(T5:T14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(AH5:AH14)","v":78},78,78,78,78,78,78,78,78,78,78,78]
[null,"ESD Ticket audit Assigning and Accuracy of ticket Created",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Assigning and Accuracy of ticket Created"]
[null,"Was the ticket Assigned to the correct resolver group as per process?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D17:AS17, \"<5\")","v":0},"Was the ticket Assigned to the correct resolver group as per process?"]
[11,"Was the correct process followed/Was the correct ticket created?",7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,null,{"$f":"COUNTIF( D18:AS18, \"<7\")","v":0},"Was the correct process followed/Was the correct ticket created?"]
[null,"above Section Total",{"$f":"SUM(C17:C18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(T17:T18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(AH17:AH18)","v":12},12,12,12,12,12,12,12,12,12,12,12]
[null,"ESD Ticket audit Mandatory Fields ",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Mandatory Fields "]
[12,"Were all the mandatory fields filled?",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D21:AS21, \"<10\")","v":0},"Were all the mandatory fields filled?"]
[13,"Overall comments"]
[14,"above Section Total",{"$f":"SUM(C21,C22)","v":10},10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( D24:AS24, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D24=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E24=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL",{"$f":"SUM(C5,C6,C7,C8,C9,C10,C11,C12,C13,C14,C17,C18,C21)","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D15,D19,D23,D26))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E15,E19,E23,E26))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D27:AS27),\"\")","v":""},"AVERAGE"]
[null,"SECTIONS TOTAL",{"$f":"SUM(C15,C19,C23)","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"18_February_Calls","index":3,"n_rows":32,"n_cols":49,"rows_kept":32,"cut":false,"hidden":false,"merged":[[30,47,30,48],[1,0,1,1],[1,47,1,48],[28,1,28,2],[29,1,29,2],[27,1,27,2],[27,47,27,48],[3,1,3,2]]}
[null,"February 2018"]
["CALLS",null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,"GoToTix",null,null,"Totals","CUMULATIVE CALLS"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT",null,null,2018,"February"]
[null,"Ticket#"]
[null," SoftSkills",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," SoftSkills"]
[" SoftSkills 01","Greeting/Closing",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y6:AS6, \"<5\")","v":0}," SoftSkills 01","Greeting/Closing"]
[" SoftSkills 02","Listening Skills",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y7:AS7, \"<8\")","v":0}," SoftSkills 02","Listening Skills"]
[" SoftSkills 03","Slang, Jargon, Dual Language",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y8:AS8, \"<8\")","v":0}," SoftSkills 03","Slang, Jargon, Dual Language"]
[" SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y9:AS9, \"<8\")","v":0}," SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness"]
[" SoftSkills 05","Call Control",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y10:AS10, \"<8\")","v":0}," SoftSkills 05","Call Control"]
[" SoftSkills 06","Professional attitude: Professional attitude ",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y11:AS11, \">0\")","v":0}," SoftSkills 06","Professional attitude: Professional attitude "]
[null,null,37,{"$f":"SUM(D6:D11)","v":37},37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37]
[null," Process",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Process"]
[" Process 01","Requesting and validating customer details",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y14:AS14, \"<8\")","v":0}," Process 01","Requesting and validating customer details"]
[" Process 02","Presence of Documentation / Accuracy of Documentation",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y15:AS15, \">0\")","v":0}," Process 02","Presence of Documentation / Accuracy of Documentation"]
[" Process 03","All pertinent information captured - all pertinent information provided to the caller",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y16:AS16, \"<8\")","v":0}," Process 03","All pertinent information captured - all pertinent information provided to the caller"]
[" Process 04","Follow up information & Ticket provided",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y17:AS17, \"<8\")","v":0}," Process 04","Follow up information provided"]
[" Process 05","Security Policies:  Process Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y18:AS18, \">0\")","v":0}," Process 05","Security Policies:  Process Adherence. (F)"]
[" Process 06","Call Release/Call Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y19:AS19, \">0\")","v":0}," Process 06","Call Release/Call Adherence. (F)"]
[null,null,24,{"$f":"SUM(D14:D19)","v":24},24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,{"$f":"SUM(AS14:AS19)","v":24}]
[null," Technical/Problem Resolution",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Technical/Problem Resolution"]
[" Technical 01","Symptom information gathering / Fact finding, and Cause Isolation",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( Y22:AS22, \"<10\")","v":0}," Technical 01","Symptom information gathering / Fact finding, and Cause Isolation"]
[" Technical 02","Resolution Accuracy. ",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y23:AS23, \"<5\")","v":0}," Technical 02","Resolution Accuracy. "]
[" Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y24:AS24, \"<8\")","v":0}," Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution"]
[" Technical 04","Expectations Setting/Ownership",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y25:AS25, \"<8\")","v":0}," Technical 04","Expectations Setting/Ownership"]
[null,"Other",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y26:AS26, \"<8\")","v":0},null,"Other"]
[null,null,39,{"$f":"SUM(D22:D26)","v":39},39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,{"$f":"SUM(AS22:AS26)","v":39}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y28:AS28, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D28=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E28=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL INDIVIDUAL ITEMS SCORE",{"$f":"C6+C7+C8+C9+C10+C14+C16+C17+C22+C23+C24+C25+C26","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D12,D20,D27,D30))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E12,E20,E27,E30))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D31:AS31),\"\")","v":""},"AVERAGE"]
[null,"TOTAL SECTION SCORE",{"$f":"C12+C20+C27","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"18_February_Tickets","index":4,"n_rows":28,"n_cols":48,"rows_kept":28,"cut":false,"hidden":false,"merged":[[1,0,1,1],[23,1,23,2],[24,1,24,2],[25,1,25,2]]}
[null,"February 2018"]
["TICKETS",null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,"GoToCalls",null,null,null,"CUMULATIVE TIX"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT"," "," Total","2018 February"]
[null,"ESD Ticket audit documentation","Ticket#",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit documentation"]
[null,"Was the appropriate summary format used?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D5:AS5, \"<8\")","v":0},"Was the appropriate summary format used?"]
[1,"Was the issue description captured correctly in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D6:AS6, \"<4\")","v":0},"Was the issue description captured correctly in the ticket?"]
[2,"Does the summary accurately sum up the description of the problem in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D7:AS7, \"<4\")","v":0},"Does the summary accurately sum up the description of the problem in the ticket?"]
[3,"Was the proper template used for the ticket? (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D8:AS8, \"<10\")","v":0},"Was the proper template used for the ticket? (F)"]
[4,"Are there spelling/grammatical errors?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D9:AS9, \"<5\")","v":0},"Are there spelling/grammatical errors?"]
[5,"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D10:AS10, \"<12\")","v":0},"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)"]
[6,"Was a high/critical checklist filled out? (if applicable) (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D11:AS11, \"<10\")","v":0},"Was a high/critical checklist filled out? (if applicable) (F)"]
[7,"Was the Correct CI captured in the ticket?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D12:AS12, \"<5\")","v":0},"Was the Correct CI captured in the ticket?"]
[8,"Was there proper logs left on the ticket?",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D13:AS13, \"<12\")","v":0},"Was there proper logs left on the ticket?"]
[9,"Was the correct resolution Process followed in the ticket?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D14:AS14, \"<8\")","v":0},"Was the correct resolution Process followed in the ticket?"]
[10,"above Section Total",{"$f":"SUM(C5:C14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(T5:T14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(AH5:AH14)","v":78},78,78,78,78,78,78,78,78,78,78,78]
[null,"ESD Ticket audit Assigning and Accuracy of ticket Created",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Assigning and Accuracy of ticket Created"]
[null,"Was the ticket Assigned to the correct resolver group as per process?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D17:AS17, \"<5\")","v":0},"Was the ticket Assigned to the correct resolver group as per process?"]
[11,"Was the correct process followed/Was the correct ticket created?",7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,null,{"$f":"COUNTIF( D18:AS18, \"<7\")","v":0},"Was the correct process followed/Was the correct ticket created?"]
[null,"above Section Total",{"$f":"SUM(C17:C18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(T17:T18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(AH17:AH18)","v":12},12,12,12,12,12,12,12,12,12,12,12]
[null,"ESD Ticket audit Mandatory Fields ",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Mandatory Fields "]
[12,"Were all the mandatory fields filled?",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D21:AS21, \"<10\")","v":0},"Were all the mandatory fields filled?"]
[13,"Overall comments"]
[14,"above Section Total",{"$f":"SUM(C21,C22)","v":10},10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( D24:AS24, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D24=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E24=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL",{"$f":"SUM(C5,C6,C7,C8,C9,C10,C11,C12,C13,C14,C17,C18,C21)","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D15,D19,D23,D26))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E15,E19,E23,E26))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D27:AS27),\"\")","v":""},"AVERAGE"]
[null,"SECTIONS TOTAL",{"$f":"SUM(C15,C19,C23)","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"18_March_Calls","index":5,"n_rows":32,"n_cols":49,"rows_kept":32,"cut":false,"hidden":false,"merged":[[29,1,29,2],[30,47,30,48],[1,0,1,1],[1,47,1,48],[3,1,3,2],[27,1,27,2],[27,47,27,48],[28,1,28,2]]}
[null,"March 2018"]
["CALLS",null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,"GoToTix",null,null,null,null,null,null,null,null,"GoToTix",null,null,null,null,null,null,null,"GoToTix",null,null,"Totals","CUMULATIVE CALLS"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT",null,null,2018,"March"]
[null,"Ticket#"]
[null," SoftSkills",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," SoftSkills"]
[" SoftSkills 01","Greeting/Closing",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y6:AS6, \"<5\")","v":0}," SoftSkills 01","Greeting/Closing"]
[" SoftSkills 02","Listening Skills",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y7:AS7, \"<8\")","v":0}," SoftSkills 02","Listening Skills"]
[" SoftSkills 03","Slang, Jargon, Dual Language",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y8:AS8, \"<8\")","v":0}," SoftSkills 03","Slang, Jargon, Dual Language"]
[" SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y9:AS9, \"<8\")","v":0}," SoftSkills 04","Effective Speaking, Accent Comprehension, Cultural Awareness"]
[" SoftSkills 05","Call Control",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y10:AS10, \"<8\")","v":0}," SoftSkills 05","Call Control"]
[" SoftSkills 06","Professional attitude: Professional attitude ",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y11:AS11, \">0\")","v":0}," SoftSkills 06","Professional attitude: Professional attitude "]
[null,null,37,{"$f":"SUM(D6:D11)","v":37},37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37,37]
[null," Process",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Process"]
[" Process 01","Requesting and validating customer details",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y14:AS14, \"<8\")","v":0}," Process 01","Requesting and validating customer details"]
[" Process 02","Presence of Documentation / Accuracy of Documentation",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y15:AS15, \">0\")","v":0}," Process 02","Presence of Documentation / Accuracy of Documentation"]
[" Process 03","All pertinent information captured - all pertinent information provided to the caller",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y16:AS16, \"<8\")","v":0}," Process 03","All pertinent information captured - all pertinent information provided to the caller"]
[" Process 04","Follow up information & Ticket provided",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y17:AS17, \"<8\")","v":0}," Process 04","Follow up information provided"]
[" Process 05","Security Policies:  Process Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y18:AS18, \">0\")","v":0}," Process 05","Security Policies:  Process Adherence. (F)"]
[" Process 06","Call Release/Call Adherence. (F)",-20,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y19:AS19, \">0\")","v":0}," Process 06","Call Release/Call Adherence. (F)"]
[null,null,24,{"$f":"SUM(D14:D19)","v":24},24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,24,{"$f":"SUM(AS14:AS19)","v":24}]
[null," Technical/Problem Resolution",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null," Technical/Problem Resolution"]
[" Technical 01","Symptom information gathering / Fact finding, and Cause Isolation",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( Y22:AS22, \"<10\")","v":0}," Technical 01","Symptom information gathering / Fact finding, and Cause Isolation"]
[" Technical 02","Resolution Accuracy. ",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( Y23:AS23, \"<5\")","v":0}," Technical 02","Resolution Accuracy. "]
[" Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y24:AS24, \"<8\")","v":0}," Technical 03","Match Customer Skill Level/Confirm Problem Resolution/ Educate customer by explaining Resolution"]
[" Technical 04","Expectations Setting/Ownership",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y25:AS25, \"<8\")","v":0}," Technical 04","Expectations Setting/Ownership"]
[null,"Other",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( Y26:AS26, \"<8\")","v":0},null,"Other"]
[null,null,39,{"$f":"SUM(D22:D26)","v":39},39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,39,{"$f":"SUM(AS22:AS26)","v":39}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( Y28:AS28, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D28=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E28=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL INDIVIDUAL ITEMS SCORE",{"$f":"C6+C7+C8+C9+C10+C14+C16+C17+C22+C23+C24+C25+C26","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D12,D20,D27,D30))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E12,E20,E27,E30))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D31:AS31),\"\")","v":""},"AVERAGE"]
[null,"TOTAL SECTION SCORE",{"$f":"C12+C20+C27","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"18_March_Tickets","index":6,"n_rows":28,"n_cols":48,"rows_kept":28,"cut":false,"hidden":false,"merged":[[1,0,1,1],[23,1,23,2],[24,1,24,2],[25,1,25,2]]}
[null,"March 2018"]
["TICKETS",null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,null,"GoToCalls",null,null,null,null,null,null,null,"GoToCalls",null,null,null,"CUMULATIVE TIX"]
[null,null,"FULL",{"$f":"ICE_AGENT","v":"1027_Hosea"},"1029_J-F","1030_Guy","1036_Bouh","1038_Rod","1042_Claude","1049_Patrice","1061_Debbie","1064_Nathalie","1132_Michel","1133_Andrei","1134_Bob","1135_Mounkaila","1141_Ahmed","1142_Arnauld","1144_Moctar","1147_Steve","1153_Nicholas","1167_Hakim","1168_Clifford","1173_Moubarak","1193_Alain","1194_WillyBlaise","1212_Matt","1216_Ebenezer","1219_Amadou","1228_Dini","1233_Emerson","1246_Daniel","1262_Ismael","1266_Iris","1270_Manasse","1279_Mihai","1280_Ketsia","1281_Abdoulkader","1282_Alex","1283_Blaise","1290_Fidèle","1293_PolaNicole","1299_Jessica","ICE_AGENT","ICE_AGENT"," "," Total","2018 March"]
[null,"ESD Ticket audit documentation","Ticket#",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit documentation"]
[null,"Was the appropriate summary format used?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D5:AS5, \"<8\")","v":0},"Was the appropriate summary format used?"]
[1,"Was the issue description captured correctly in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D6:AS6, \"<4\")","v":0},"Was the issue description captured correctly in the ticket?"]
[2,"Does the summary accurately sum up the description of the problem in the ticket?",4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,4,null,{"$f":"COUNTIF( D7:AS7, \"<4\")","v":0},"Does the summary accurately sum up the description of the problem in the ticket?"]
[3,"Was the proper template used for the ticket? (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D8:AS8, \"<10\")","v":0},"Was the proper template used for the ticket? (F)"]
[4,"Are there spelling/grammatical errors?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D9:AS9, \"<5\")","v":0},"Are there spelling/grammatical errors?"]
[5,"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D10:AS10, \"<12\")","v":0},"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)"]
[6,"Was a high/critical checklist filled out? (if applicable) (F)",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D11:AS11, \"<10\")","v":0},"Was a high/critical checklist filled out? (if applicable) (F)"]
[7,"Was the Correct CI captured in the ticket?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D12:AS12, \"<5\")","v":0},"Was the Correct CI captured in the ticket?"]
[8,"Was there proper logs left on the ticket?",12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,null,{"$f":"COUNTIF( D13:AS13, \"<12\")","v":0},"Was there proper logs left on the ticket?"]
[9,"Was the correct resolution Process followed in the ticket?",8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,8,null,{"$f":"COUNTIF( D14:AS14, \"<8\")","v":0},"Was the correct resolution Process followed in the ticket?"]
[10,"above Section Total",{"$f":"SUM(C5:C14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(T5:T14)","v":78},78,78,78,78,78,78,78,78,78,78,78,78,78,{"$f":"SUM(AH5:AH14)","v":78},78,78,78,78,78,78,78,78,78,78,78]
[null,"ESD Ticket audit Assigning and Accuracy of ticket Created",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Assigning and Accuracy of ticket Created"]
[null,"Was the ticket Assigned to the correct resolver group as per process?",5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,5,null,{"$f":"COUNTIF( D17:AS17, \"<5\")","v":0},"Was the ticket Assigned to the correct resolver group as per process?"]
[11,"Was the correct process followed/Was the correct ticket created?",7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,7,null,{"$f":"COUNTIF( D18:AS18, \"<7\")","v":0},"Was the correct process followed/Was the correct ticket created?"]
[null,"above Section Total",{"$f":"SUM(C17:C18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(T17:T18)","v":12},12,12,12,12,12,12,12,12,12,12,12,12,12,{"$f":"SUM(AH17:AH18)","v":12},12,12,12,12,12,12,12,12,12,12,12]
[null,"ESD Ticket audit Mandatory Fields ",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"ESD Ticket audit Mandatory Fields "]
[12,"Were all the mandatory fields filled?",10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,null,{"$f":"COUNTIF( D21:AS21, \"<10\")","v":0},"Were all the mandatory fields filled?"]
[13,"Overall comments"]
[14,"above Section Total",{"$f":"SUM(C21,C22)","v":10},10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10,10]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,{"$f":"COUNTIF( D24:AS24, \"=1\")","v":0},"AUTOFAILS"]
[null,"AUTOFAIL",null,{"$f":"IF(D24=1, \"TRUE\", \"\")","v":""},{"$f":"IF(E24=1, \"TRUE\", \"\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]
[null,"Adjustments ------>>"]
[null,"TOTAL",{"$f":"SUM(C5,C6,C7,C8,C9,C10,C11,C12,C13,C14,C17,C18,C21)","v":100},{"$f":"IF(D4 = \"\", \"\", SUM(D15,D19,D23,D26))","v":""},{"$f":"IF(E4 = \"\", \"\", SUM(E15,E19,E23,E26))","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",null,{"$f":"IFERROR(AVERAGE(D27:AS27),\"\")","v":""},"AVERAGE"]
[null,"SECTIONS TOTAL",{"$f":"SUM(C15,C19,C23)","v":100},{"$f":"IF(D4 = \"\", \"\", \"100\")","v":""},{"$f":"IF(E4 = \"\", \"\", \"100\")","v":""},"","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","","",""]

{"sheet":"Values","index":7,"n_rows":59,"n_cols":1,"rows_kept":59,"cut":false,"hidden":false,"merged":[]}
["ICE_AGENT"]
["1024_DanD"]
["1027_Hosea"]
["1029_J-F"]
["1030_Guy"]
["1031_LucL"]
["1036_Bouh"]
["1038_Rod"]
["1042_Claude"]
["1048_Donald"]
["1049_Patrice"]
["1060_Andre"]
["1061_Debbie"]
["1064_Nathalie"]
["1122_Cy"]
["1132_Michel"]
["1133_Andrei"]
["1134_Bob"]
["1135_Mounkaila"]
["1141_Ahmed"]
["1142_Arnauld"]
["1144_Moctar"]
["1147_Steve"]
["1153_Nicholas"]
["1163_Nahid"]
["1167_Hakim"]
["1168_Clifford"]
["1169_Michael"]
["1173_Moubarak"]
["1190_WessElmi"]
["1193_Alain"]
["1194_WillyBlaise"]
["1200_Ahmed"]
["1212_Matt"]
["1213_Dan"]
["1216_Ebenezer"]
["1219_Amadou"]
["1221_Justin"]
["1228_Dini"]
["1233_Emerson"]
["1246_Daniel"]
["1247_Christopher"]
["1249_Janice"]
["1259_Christian"]
["1262_Ismael"]
["1263_Mohamed"]
["1264_Japhet"]
["1266_Iris"]
["1270_Manasse"]
["1275_LucP"]
["1279_Mihai"]
["1280_Ketsia"]
["1281_Abdoulkader"]
["1282_Alex"]
["1283_Blaise"]
["1289_LucT"]
["1290_Fidèle"]
["1293_PolaNicole"]
["1299_Jessica"]