From Bright Pattern Documentation
Team Operation Quality Report
This report provides metrics from surveys and quality monitoring activities for selected teams.
All interaction-related metrics in this report are calculated for call and chat media types. For team email metrics, use the Team Email Report.
| Metric Name | Description |
| Calls Graded | Number of calls handled by all agents of this team that were graded. For more information about call grading, see section General Information About Quality Management. |
| Number of Surveys | Number of surveys available for calls handled by all agents of this team. |
| First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls handled by all agents of this team. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls handled by all agents of this team. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls handled by all agents of this team. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |