Development Coaching Tool

Employee Information

Employee First Name:

Schedule Adherence (%): Target: 93%

CX Rep Overall (%): Target: 80%

First Call Resolution (%): Target: 70%

Transfers (%): Target: <6%

Overall Sentiment (%): Target: 88%

Positive Word Choice (%): Target: 86%

Negative Word (%): Target: 83%

Managing Emotions (%): Target: 95%

AHT (seconds): Target: ≤440s

ACW (seconds): Target: ≤60s

Hold Time (seconds): Target: ≤30s

Reliability (hours): Target: ≤16hrs

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