Subject: inbox
From: Deeksha Dadu <[email-masked]>
To: [email-masked]
Cc: admin <[email-masked]>
Date: Mon, 30 Jun 2014 19:11:33 +0530 (IST)

- Escalations (there should not be unnecessary escalations)
- audits (Ankur, Surajit, Mayank, Rajat) 15-20 per agent

Customer satisfaction
following the right procedure
not giving irrelevant answers
giving answers to the point
no unnecessary canned
customer service skills

customer's expectations: 

We are reviewing agent performance 
Please note that the individual scores in Yellow show scores less than 3.30 which we would like to see increased.  Our company requirements for our internal goal for Members Services is 3.40 per month average or higher. 
Another goal we are working on is lower Escalations; those highlighted in Red shows a high volume of escalations per chats processed as an example.   It should try to range at about 7.50% escalation as a goal.