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Team Performance Report

This report provides general performance metrics 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
Occupancy % Percent to time all agents of this team spent handling calls, including after call work, relative to total working time (i.e., handling calls and being ready to handle calls).
Number of Calls Handled Total number of inbound calls handled by all agents of this team.
Average Handling Time (Inbound) Average handling time, including after call work, for the inbound calls handled by all agents of this team.
Number of Calls Made Total number of outbound calls handled by all agents of this team.
Average Handling Time (Outbound) Average handling time, including after call work, for the outbound calls handled by all agents of this team.
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/
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