Level of performance | 1 | 2 | 3 | 4 | 5 |
Number of contacts | y = −58x + 166 | y = 7x + 20 | y = 5x − 1 | y = 2x + 2 | y = 14x − 9 |
Queue time | y = −3x + 23 | y = −42x + 135 | y = 7x + 17 | y = 2x + 4 | y = 6x − 1 |
Friendliness | y = −36x + 103 | y = −12x + 91 | y = 16x − 15 | y = 2x − 1 | 0 |
Empathy | y = −43x + 109 | y = −x + 79 | y = 10x − 8 | y = 4x − 3 | y = 1 |
Assurance | y = −38x + 92 | y = −29x + 110 | y = 24x − 12 | y = 12x − 12 | y = x |
Reliability | y = −42x + 91 | y = −42x + 126 | y = 41x − 33 | y = 12x − 10 | y = x + 4 |
Query resolution time | y = −59x + 164 | y = −2x + 29 | y = 8 | y = 6x − 5 | y = 25x − 18 |