Team Performance Report columns question

[Fresh Student]

Quick question:

Can you tell me what these 3 columns represent in the Team Performance report:
Calls - number of Calls the Agent Answered
Leads - ???
Contacts - ???

I know it is a simple question and when I get the answer I'll go DUH, but right now I just don't get Leads and Contacts in this report.

Thanks

[DomeDan]

Calls - number of calls the agent has handled, calls that appear on the screen.
Leads - number of distinct leads the agent has handle for calls that appear on screen
Contacts - number of calls the agent has handled where there was a human answer, statuses like: NI, SALE, WN, DNC etc

I can try to add a little help page for team performance report when I got some time over

[Fresh Student]

Thank you! Have a Great Friday & Weekend.

[Ankit111288]

Hi,

Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio

[Ankit111288]

Hey DomeDan,

Please help!


Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio

[williamconley]

First Call Resolution -> No screen shot, but I'll guess this would be a time field denoting the moment the first call completed OR the Status of the first lead.

Average Sale Time - Average time on the phone with leads that resulted in SALE.

Average Contact Time - Average time on the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contacts - Count of the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contact Ratio - Gonna guess here: "Contacts" count today (above) divided by Total calls today.