|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 4 years ago