Level of performance | 1 | 2 | 3 | 4 | 5 |
Number of contacts | y = −12x + 30 | y = −7x + 19 | y = −6x + 15 | y = 15x − 9 | y = 52 |
Queue time | y = −2x + 10 | y = −18x + 66 | y = x + 20 | y = −x + 15 | y = 10x − 4 |
Friendliness | y = −13x + 34 | y = −7x + 55 | y = 2x + 15 | y = 2x + 7 | y = 6x − 4 |
Empathy | y = −7x + 22 | y = −14x + 64 | y = −10x + 29 | y = 9x | y = 12x − 8 |
Assurance | y = 5 | y = −8x + 35 | y = −11x + 38 | y = 28 | y = 9x + 1 |
Reliability | y = 3x − 1 | y = −4x + 12 | y = −11x + 28 | y = −22x + 66 | y = 24x + 2 |
Query resolution time | y = −2x + 10 | y = −3x + 8 | y = −2x + 10 | y = 10 | y = −3x + 69 |