Level of performance | 1 | 2 | 3 | 4 | 5 |
Number of contacts | y = −32x + 82 | y = −22x + 56 | y = 9 | y = 6 | y = 33x − 14 |
Queue time | y = −9x + 26 | y = −3x + 54 | y = −10x + 41 | y = 6x + 2 | y = −5x + 16 |
Friendliness | y = −10x + 41 | y = −19x + 86 | y = 17 | y = 6x − 3 | y = 2x − 2 |
Empathy | y = −8x + 31 | y = −27x + 104 | y = 7x + 5 | y = 4x + 1 | y = 3x − 2 |
Assurance | y = −11x + 27 | y = −25x + 77 | y = −9x + 45 | y = 16x − 4 | y = 8x − 6 |
Reliability | y = −5x + 12 | y = −34x + 76 | y = −32x + 81 | y = 30x − 16 | y = 20x − 14 |
Query resolution time | y = −38x + 84 | y = −20x + 45 | y = 8 | y = 3x + 4 | y = 34x − 2 |