Subject: Quality Statistics
From: Parvez Alam <[email-masked]>
To: Viagogo Group <[email-masked]>
Date: Wed, 4 Dec 2019 03:36:41 -0700 (MST)

Hi Team, 

This email is regarding the average quality score which needs to be at least 95% . We are lacking behind in this as well. For each error that you make in a case has a deduction. 

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

100% - 7% - 21% = 72% quality score. 

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

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

Kind Regards, 
Parvez