QUALITY
CSAT
What is QA Hearing? WK 1 WK 2
Eval Counts Quality Score AutoFail Counts
WK 3 WK 4
Process and Accuracy
Caller Experience First Call Resolution
Compliance
FCR
What is CAG Hearing? MTD
Courtesy and Respect Overall CSR Satisfaction
CSAT Goal Actual CSAT % to Goal Survey Count CSAT Required to hit the Goal
QA Behavior Summary Top QA Behaviors
WK 1 WK 2
Combined CSAT
WK 3 WK 4 MTD
FCR Goal Actual FCR Total # of Calls Total # of Hits
What impacts FCR? Top Call Driver Behavior Courtesy and Respect Overall CSR Satisfaction
Recommendation
Total
CAREGAPS WK 1 WK 2 Bottom QA Behaviors
Top Call Driver Courtesy and Respect Overall CSR Satisfaction
Benefits Authorization Claims Pharmacy
Top Autofail Reason
Total
WK 3 WK 4 MTD
Opportunities Offered Offer Rate Scheduled Scheduled Rate Top Reason Codes for Failing to Offer CareGaps