- CUSTOMER EXPERIENCE/SENTIMENTS: 40% ABOVE
- ANCILLARY/SALES: 2% ABOVE
- FCR: 83% ABOVE (no. of calls that returned within the 3 days with the same issue)
- TRANSFER RATE: 25% BELOW
- SC USAGE: 85% ABOVE
- SC WO QUALITY: 80% ABOVE
- AHT: 770 BELOW