Team Performance Report Columns

[Ankit111288]

Hi

Please help!


Please brief below columns in Team Performance Report..

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio


Thanks!

[MJCoate]

Hello,

I'm guessing you want a definition of those columns?

FIRST CALL RESOLUTION = Total number of calls handled divided by leads handled.
AVERAGE SALE TIME = Total number of sales divided by the talk time for those sales calls.
AVERAGE CONTACT TIME = Total number of contacts divided by the talk time for those contact calls.
CONTACTS = Total number of calls the user handled that were statused in a Customer Contact status.
CONTACT RATIO = Percent of calls where a customer was contacted.

[Ankit111288]

Thanks Buddy for your help!!!