Nov 02 2023 08:27 AM
Hi - my program needs an eNPS, FCR and CSAT report to track both the program and agent level performances.
In our raw data, we consider customer rating of 4 & 5 as promoters, 3 as neutral and 1 & 2 as detractors.
What I'd like to do is to use the pivot table to be able to show the following view:
- the agent's name, his eNPS and CSAT performance
- the program's eNPS and CSAT Performance
- show which call type/disposition are most impacting (with low eNPS/CSAT score.
Nov 02 2023 10:28 AM
Nov 02 2023 11:05 AM
@UpskillNinja Share a link to access the sample file, i understand the requirements hence i'd be able to assist you,. but without file, would be difficult to explain all in box.