Subject: Auto-fail definition
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Sun, 15 Sep 2019 09:30:53 +0000

Hi all,

Here is the definition for an auto-fail in a Quality Audit.

For the purpose of auditing each agent they start with a 100% quality score on the contact, any errors they make cause deductions in this score. Here are the different types of errors and the deduction they cause;

For instance an agent starts with 100%, and they make two mistakes;

100% - 7% - 21% = 72% quality score. Anyone who gets less than 80% on a contact has failed.

A contact is defined as the call/email + case note + existing of the case (wrap up, follow up, escalation).

(in the above second screenshot the #Audited and %Audited columns are examples and not the actual statistics for your team)

Kind regards,
Brian Sexton
Team Leader India
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