Team Performance Report columns question

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Team Performance Report columns question

Postby Fresh Student » Thu Jan 22, 2015 5:45 pm

Quick question:

Can you tell me what these 3 columns represent in the Team Performance report:
Calls - number of Calls the Agent Answered
Leads - ???
Contacts - ???

I know it is a simple question and when I get the answer I'll go DUH, but right now I just don't get Leads and Contacts in this report.

Thanks
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Re: Team Performance Report columns question

Postby DomeDan » Fri Jan 23, 2015 7:31 am

Calls - number of calls the agent has handled, calls that appear on the screen.
Leads - number of distinct leads the agent has handle for calls that appear on screen
Contacts - number of calls the agent has handled where there was a human answer, statuses like: NI, SALE, WN, DNC etc

I can try to add a little help page for team performance report when I got some time over :)
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Re: Team Performance Report columns question

Postby Fresh Student » Fri Jan 23, 2015 9:58 am

Thank you! Have a Great Friday & Weekend.
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Re: Team Performance Report columns question

Postby Ankit111288 » Mon May 09, 2016 5:26 am

Hi,

Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio
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Re: Team Performance Report columns question

Postby Ankit111288 » Mon May 09, 2016 6:08 am

Hey DomeDan,

Please help!


Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio
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Re: Team Performance Report columns question

Postby williamconley » Wed Jun 01, 2016 4:34 pm

First Call Resolution -> No screen shot, but I'll guess this would be a time field denoting the moment the first call completed OR the Status of the first lead.

Average Sale Time - Average time on the phone with leads that resulted in SALE.

Average Contact Time - Average time on the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contacts - Count of the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contact Ratio - Gonna guess here: "Contacts" count today (above) divided by Total calls today.
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