The Agent Summary Analysis provides information about the way customer service agents handle customer calls.
The components of the analysis are explained in the following table.
Component | Description |
---|---|
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. |