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
CSAT Response Rate
Number of CSAT scores received versus the number of surveys sent.
COUNT CSAT scores received / COUNT CSAT surveys sent
CSAT Surveys Sent
Total number of CSAT surveys sent.
COUNT CSAT surveys sent
CSAT Responses Received
Total number of CSAT scores received.
COUNT CSAT scores received
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 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
Updated almost 2 years ago