Performance Scorecard

Quality Assurance
Agent_id QA_score Max_qa_score Target_Percentage Percentage to goal
6009001
Acct_no
82559006 76 100 95% 76%
82559003 77 100 95% 77%
82559002 88 100 95% 88%
82559006 90 100 95% 90%
82559003 95 100 95% 95%
82559000 87 100 95% 87%
82559004 88 100 95% 88%
6009002
Acct_no
82559002 65 100 95% 65%
82559004 55 100 95% 55%
82559001 67 100 95% 67%
82559005 77 100 95% 77%
82559004 76 100 95% 76%
82559006 87 100 95% 87%
6009003
Acct_no
82559001 99 100 95% 99%
82559000 100 100 95% 100%
81559003 100 100 95% 100%
82559002 98 100 95% 98%
82559005 93 100 95% 93%
82559002 99 100 95% 99%
6009004
Acct_no
82559000 45 100 95% 45%
82559006 55 100 95% 55%
82559000 76 100 95% 76%
82559001 82 100 95% 82%
82559001 14 100 95% 14%
82559003 34 100 95% 34%

Customer Satisfaction
Agent_id Csat_score Max_Csat_score Target_percentage Percentage to goal
6009001
Acct_no
82559006 5 5 90% 100%
82559003 3 5 90% 60%
82559002 4 5 90% 80%
82559006 5 5 90% 100%
82559003 4 5 90% 80%
82559000 3 5 90% 60%
82559004 1 5 90% 20%
6009002
Acct_no
82559002 2 5 90% 40%
82559004 3 5 90% 60%
82559001 3 5 90% 60%
82559005 4 5 90% 80%
82559004 3 5 90% 60%
82559006 2 5 90% 40%
6009003
Acct_no
82559001 4 5 90% 80%
82559000 5 5 90% 100%
81559003 5 5 90% 100%
82559002 2 5 90% 40%
82559005 5 5 90% 100%
82559002 3 5 90% 60%
6009004
Acct_no
82559000 1 5 90% 20%
82559006 3 5 90% 60%
82559000 4 5 90% 80%
82559001 2 5 90% 40%
82559001 1 5 90% 20%
82559003 3 5 90% 60%

QA-Legend Csat-Legend
0-74% 0-79%
74%-94% 80%-89
95%-100 90%-100%