Reporting pulls - Pulled for each calendar day of the month - each calendar day’s worth of pulls takes about 10 - 15 mins to complete, totaling about 30 - 45 mins of downloads per calendar day.
Freshworks - individual hourly pulls from 5am - 11pm, total of 13 downloads per calendar day.
eGain - individual day pulls for 3 different reports for each calendar day.
EZ Admin - individual hourly pulls from 12am - 11:59pm, total of 20 - 30 downloads per calendar day. *Max pull is 500 checks - if an hour segment has over 500 checks, it must be split into 2 or 3 pulls / early morning and late night can usually be grouped into 2 hour block pulls*
Jira
I spend about 1 to 3 hours per day opening up support tickets from the inbox.
Jira Ticket review
organizing and sorting through any Bug or Work request that is in any status other than complete, and reviewing any newly opened, completed tickets to ensure they are commented.
Report emails
I send out 9 emails per week containing updated reports
Back office data review
I check my tableau report I created and ensure the data is still loading in properly.
Contact Volumes
pull DPL and Deposits egain and chat month end totals and obtain DSL’s and compile into report for ___team
File clean up
save a new copy of every file I use each month to prevent data corruption when they crash (which happens a few times a week)
KB Usage
compiling data to see which responses are being used and which are not
IDP
monthly updates on Miro Board
EZ Admin
Additional month end pulls for EZ admin to showcase the fraud data
Reports for Dawn
Weighted % to Baseline excluding BackOffice Back up queues and raw Freshworks data for League of Hero’s calculations.
Hierarchy
Manual SQL Hierarchy downloads and updates to eGain and Freshworks excel files
Jira
Close out personal work Jira tickets and set up new for next month