Performance Metrics Flashcards

An agent is scheduled 9:00-17:00 but logs in at 9:20 and takes an unscheduled long break. Which metric is most directly affected?

Answer: Schedule adherence

Schedule adherence measures how closely agents follow their assigned schedules, including start times and breaks.

Customer Satisfaction (CSAT) is typically measured by which method?

Answer: Post-interaction surveys asking customers to rate their experience

CSAT comes from surveys where customers rate their satisfaction with the interaction, often on a 1-5 scale.

Average Speed of Answer (ASA) measures the average time from when a call...

Answer: Enters the queue until an agent answers it

ASA is the average wait time customers experience in queue before an agent answers.

A supervisor notices AHT dropped sharply but repeat calls increased. What is the most likely explanation?

Answer: Agents are rushing calls without fully resolving issues

Artificially shortening calls often lowers AHT at the cost of unresolved issues, driving repeat contacts and lower FCR.

Which metric is calculated as: (calls offered minus calls abandoned) divided by calls offered?

Answer: Answer rate

The answer rate is the percentage of offered calls that were actually answered by agents.

Customer Effort Score (CES) is designed to measure what?

Answer: How easy it was for the customer to get their issue resolved

CES asks customers how much effort they had to expend to get their issue handled, with lower effort being better.

In quality assurance scoring, calls are typically evaluated against what?

Answer: A standardized scorecard of criteria such as greeting, accuracy, and compliance

QA analysts score recorded calls against a defined scorecard covering soft skills, accuracy, and compliance requirements.