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• 5.2 • 5.3

Contents

Intra-Team by Service Report

This report provides service-call-handling metrics for selected agent(s) of selected teams. Call related to specific services are reported separately. Only the services associated with the selected teams are included. Direct calls, including transfers, are reported separately in the last section of the report.

All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.

Metric Descriptions

Number of Calls Handled

Number of Calls Handled is the total number of inbound calls to the given service handled by the agent.

Average Handling Time (Inbound)

Average Handling Time (Inbound) is the average handling time, including after call work, for inbound calls to the given service.

Number of Calls Made

Number of Calls Made is the total number of outbound calls associated with the given service handled by the agent.

Average Handling Time (Outbound)

Average Handling Time (Outbound) is the average handling time, including after call work, for outbound calls associated with the given service.

Number of Surveys

Number of Surveys is the number of surveys available for calls to the given service handled by the agent.

First Call Resolution %

First Call Resolution % is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls to the given service handled by the agent.

Contact Satisfaction

Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls to the given service handled by the agent.

Net Promoter Score

The Net Promoter Score (NPS) is based on the results of surveys available for calls to the given service handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/

Agent Abandons

Agent Abandons is the number of inbound calls to the given service that the agent answered and terminated within 10 seconds.

Call Rejects / No Answer

Call Rejects / No Answer is the number of inbound calls to the given service that the agent rejected and/or did not answer.

Initiated Transfers

Initiated Transfers is the number of calls to the given service that the agent transferred.


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