Subject: Quality Statistics
From: Parvez Alam <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Sankarshan Rajan <[email-masked]>
Date: Mon, 14 Oct 2019 04:48:09 -0700 (MST)

Hi all, 

Here is the definition for an auto-fail in a Quality Audit. Please share it with your agents. 

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, 

Parvez