Agent Sentiment

Metric Name	Description	Calculation	Metric Type
CSAT Average	Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received.	AVG of CSAT scores received	Number
CSAT Response Rate	Number of CSAT scores received versus the number of surveys sent.	COUNT CSAT scores received / COUNT CSAT surveys sent	Percentage
CSAT Surveys Sent	Total number of CSAT surveys sent.	COUNT CSAT surveys sent	Count
CSAT Responses Received	Total number of CSAT scores received.	COUNT CSAT scores received	Count
Mood Average	Average of the Mood scores logged by agent - average mood for the calls where a mood (happy = 5, neutral = 3 or unhappy = 1) was collected.	AVG of mood scores logged (score = 5 OR 3 OR 1)	Number
Mood Completion	Number of Mood submissions received versus the number of post-call prompts presented - number of calls where mood was collected / number of calls where the after call work window was prompted.	COUNT of mood scores / COUNT ACW window prompts	Percentage