Level of performance | 1 | 2 | 3 | 4 | 5 |
Number of contacts | y = −4x + 132 | y = 18x − 3 | y = 3x | y = 2x | y = 9x − 9 |
Queue time | y = −29x + 84 | y = 42x + 23 | y = 9x + 13 | y = 4x − 2 | y = 2x + 2 |
Friendliness | y = −39x + 157 | y = 65x − 35 | y = x − 1 | y = x − 1 | 0 |
Empathy | y = −43x + 161 | y = 66x − 37 | y = 3x − 3 | y = 2x − 2 | y = 1 |
Assurance | y = −51x + 160 | y = 65x − 31 | y = 13x − 9 | y = 1 | y = x − 1 |
Reliability | y = −54x + 163 | y = 68x − 34 | y = 9x − 8 | y = −x + 4 | y = 6x − 5 |
Query resolution time | y = −9x + 139 | y = 23x − 15 | y = 4x + 2 | y = 3x − 3 | y = 7x − 3 |