Organization

Selects the group of customer service agents included in the analysis

Last Name

The last name of the agent

First Name

The first name of the agent

Avg Call Duration (seconds)

The average length of the customer contact calls handled by the agent

Call Conversion Rate

The percent of the agent’s customer contact calls that resulted in a purchase

# Returns

The number of returned items handled by the agent

Avg Refund Amount

The average currency value of the refunds handled by the agent

# Orders

The number of purchase transactions handled by the agent

Avg Order Value

The average currency value of the purchase transactions handled by the agent

Net Appeasement Amount

The total currency value of the price adjustments that the agent made to orders.