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• 5.2 • 5.3

Contents

Team Operation Quality Report

This report provides metrics from surveys and quality monitoring activities for selected teams.

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


Metric Descriptions

Calls Graded

Calls Graded is the number of calls handled by all agents of this team that were graded. For more information about call grading, see section General Information About Quality Management.

Number of Surveys

This is the number of surveys available for calls handled by all agents of this team.

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 handled by all agents of this team.

Contact Satisfaction

Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls handled by all agents of this team.

Net Promoter Score

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


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