Match the following performance metrics with the corresponding Expert actions that directly influence these metrics.
(Drag and drop values from the "Answer Choices" area to the corresponding correct cells)
Note: Drop the answer choices into the cells once they are highlighted with blue dashed lines.
$3,161
$294
$2,218
Documentation Rate (DOC)
Transfer Rate (TXR)
Contact Resolution (CR)
ksheet
SmartLook (SL)
olding
aid to
ANSWER CHOICES
You successfully handle your customer's issue without transferring them to another expert.
You successfully resolve a customer's issue during their interaction with you.
You properly updated and closed the case after resolving the customer's issue.
You used screen share to quickly and efficiently resolve a customer's issue.
Documentation Rate (DOC): You properly updated and closed the case after resolving the customer's issue.
Transfer Rate (TXR): You successfully handle your customer's issue without transferring them to another expert.
Contact Resolution (CR): You successfully resolve a customer's issue during their interaction with you.
SmartLook (SL): You used screen share to quickly and efficiently resolve a customer's issue.