Subject: Quality Statistics
From: Kritika Mirchandani <[email-masked]>
To: Amitej Dhar <[email-masked]>, Ashwani Panicker <[email-masked]>, Bhawna Bilwal <[email-masked]>, "Cesar Livera " <[email-masked]>, Daniel Lupini Ndala <[email-masked]>, Daniele Castiglioni <[email-masked]>, Djimbi Precieux <[email-masked]>, dheeraj kushwah <[email-masked]>, Jacques Lundja <[email-masked]>, Josue Mussango <[email-masked]>, Kunal Rastogi <[email-masked]>, Natalia Cabrera Castilla <[email-masked]>, Sheryl Cambronero Estrada <[email-masked]>
Date: Tue, 15 Oct 2019 03:41:24 -0700 (MST)

Hi all, 

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

For the purpose of auditing each agent, QA start with a 100% quality score on the contact, any errors made, 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 
Kritika Mirchandani