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 Length | The average length of the customer contact calls handled by the agent in seconds |
Conversion | 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 | The average currency value of the refunds handled by the agent |
Orders | The number of purchase transactions handled by the agent |
AOV | (Average Order Value) The average currency value of the purchase transactions handled by the agent |
Apsmts | (Appeasements) The total currency value of the price adjustments that the agent made to orders. |