Scorecard (Scoring Grid – Monitoring Sheet)

Attendance No absences and lates and overbreaks = 5
1 absence and/or 2 tardiness and/or overbreaks = 4
2 absences and/or 3 tardiness and/or overbreaks = 3
3 absences and/or 5 tardiness and/or overbreaks = 2
More than 4 absences or 5 tardiness or overbreaks = 1
2 tardiness/overbreak incidents or 1 5 minute tardiness/overbreak incident – deduction

Quality Score (Phone, Chat and email)
100% = 5
96-99%% = 4
93%-95% = 3
90%-92% = 2
<89 = 1

AHT (Phone)
221-240 seconds (3:41 -4:20) = 5
241-270 seconds (4:21-5:00) = 4
271-300 (5:01-6:00) = 3
191-220 seconds (3:11-3:40), 301-330 (6:01-6:30) seconds = 2
<190 (3:10), 330 (6:31)> = 1

AHT (Chat)
361-420 seconds (6:01 -6:30) = 5
331-360 seconds(5:31-6:00),421-450 seconds (6:31-7:00) = 4
271-330 seconds (4:31-5:30),451-510 (7:01-7:30) = 3
241-270 seconds (4:01-4:30), 511-540 (7:31-8:30) seconds = 2
<240 (4:00), 541 (8:31)> = 1

Tracker Compliance
100% = 5
96-99%% = 4
93%-95% = 3
90%-92% = 2
<89 = 1

Customer Satisfaction
5 = 5
4.7-4.9 = 4
4.0-4.6 = 3
3.7-3.9 = 2
<3.6% = 1

CALL MONITORING SHEET

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CHAT MONITORING SHEET

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