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