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Definitions
Services:-
    • KPI Name: ASA (In secs)-Avg. Speed Answered:
      Service:   Voice
      Definitions:  Average amount of time it took an agent to answer a call after the contact chose the option to speak to an agent
    • KPI Name: Callbacks
      Service:   Voice
      Definitions:   Number of callback request by contacts to agent
    • KPI Name:   % FCST Calls
      Service:   Voice
      Synonyms  % Inbound Call Forecast, Forecast Inbound Call %, % FCST Calls, % Forecast Calls, % Calls Forecast, Forecast Calls, Calls Forecast, FCST Calls
    • KPI Name:   % FCST OB Calls
      Service:   Voice
      Synonyms  % Outbound Call Forecast, Forecast Outbound Call %, % FCST OB Calls, % Forecast Outbound Calls, % Outbound Forecast Calls, FCST OB Calls, Forecast Outbound Calls, Outbound Forecast Calls
    • KPI Name:   % FCST Text
      Service:   Voice
      Synonyms  % Test Forecast, Forecast Text %, % FCST Text, FCST
    • KPI Name: Abandoned Calls %
      Service:   Voice
      Definitions:  Percentage of contacts that spent time waiting to speak to an agent
      Synonyms  Abandoned %, Abandon %, % Abandon, % Abandoned Calls, Calls Abandon %, Call Abandon %, Abandoned Calls %
    • Survey Type:   Average Talk Time
      KPI Name:   Average TalkTime
      Service:   Voice
      Definitions:  Average amount of time agent spent speaking with the contact
      Synonyms  ATT, TalkTime, TT, Avg TalkTime, Average TalkTime, Avg ACD Time, Average ACD Time, Call TalkTime
    • Survey Type:   Average Wrap Time
      KPI Name:   Average Wrap Time
      Service:   Voice
      Definitions: Average amount of time agent spent on wrap time utilized by agents post call
      Synonyms  WrapTime, Avg WrapTime, Average WrapTime, ACW, Call WrapTime
    • Survey Type:   Abandon
      KPI Name:   Number of calls abandoned Service:   Voice
      Definitions:  The number of contacts that spent time waiting to speak to an agent and got abandoned
      Synonyms  Abandons, Number of Calls Abandoned, Abandoned Calls, Calls Abandoned
    • Survey Type:   ASA
      KPI Name:   Avg Speed of answer
      Service:   Voice
      Synonyms  ASA, Avg Speed of Answer, Average Speed of Answer, Call Speed of Answer, ASA (In secs)
    • KPI Name:   Count Unique Agent
      Service:   Voice
      Definitions: Count of Unique Agents Synonyms  Count of Unique Agents
    • KPI Name:   FCST Calls
      Service:   Voice
      Synonyms  Inbound Call Forecast, Forecast Inbound Call
    • KPI Name:   FCST OB Calls
      Service:   Voice
      Synonyms  Outbound Call Forecast, Forecast Outbound Call
    • Survey Type:   Handled
      KPI Name:   Number of Calls Handled
      Service:   Voice
      Definitions:  Number of Inbound contacts and agent handled
      Synonyms  Handled, Calls Handled, NCH, Handled Calls, Numbers of Calls Handled, Answer Calls, Answered Calls, ANS Calls
    • KPI Name:  HNA Calls
      Service:   Voice
      Definitions:  Number of Inbound call routed to HNA agent
    • Survey Type:   % Calls Handled
      KPI Name:   % Handled
      Service:   Voice
      Definitions: Percentage of inbound contacts and agent handled Synonyms  Handle Rate, Handled %, Handled Calls %, Handled Rate, Call Handled %
    • KPI Name:  Handled Calls %
      Service:   Voice
      Definitions: Percentage of inbound contacts and agent handled
    • Survey Type:   HoldTime
      KPI Name:   Average Hold Time
      Service:   Voice
      Definitions:  Average amount of time agent had contact on hold
      Synonyms  Avg Hold Time, Average Hold Time, HoldTime, Hold, Avg Hold Time, Average Hold Time, Call Hold Time, Call HoldTime, Average HoldTime
    • Survey Type:   IB AHT
      KPI Name:   AHT
      Service:   Voice
      Definitions:  Average amount of time agent spent handling a contact
      Synonyms  IB Handled Time, Handle Time, AHT, IB AHT, IB Handled Time, Handled Time, Call Handled Time, IB AHT (in secs)
    • Survey Type:   In-Q Time
      KPI Name:   In Queue Time
      Service:   Voice
      Definitions:  Amount of time the contact spent agent to be available after IVR
      Synonyms  In Q Time, Avg In Queue Time, Avg In Q Time, Average In Queue Time, Average In Q Time, In Queue Time, Call In Queue Time, InQueue Time
    • Survey Type:   Offered Calls %
      KPI Name:   Offered Calls
      Service:   Voice
      Definitions: Percentage of Inbound and Outbound contacts that the system routed to an agent
      Synonyms  Number of Calls Offered, Calls Offered, Call Offered, Offered Rate, Calls Offered %, Offered Calls %, Call Offered %
    • Survey Type:   Offered %
      KPI Name:   % Offered
      Service:   Voice
      Synonyms  Offer Rate
    • Survey Type:   Offered
      KPI Name:   Number of Calls Offered

      Service:   Voice
      Definitions:  Number of Inbound and Outbound contacts that the system routed to an agent
      Synonyms  Offered, Calls Offered
    • Survey Type:   OB AHT
      KPI Name:   OB AHT
      Service:   Voice
      Definitions: Average amount of time agent spent handling outbound contact
      Synonyms  Outbound Handle Time, Outbound AHT, OB AHT, OB AHT, Outbound Time, Outbound AHT Call, OB AHT (in secs)
    • Survey Type:   OB Calls
      KPI Name:   Outbound Calls
      Service:   Voice
      Definitions: Total Number of Outbound Call handled by Agent
      Synonyms  OB Calls, Outbound Calls, Outbound Call, Call Outbound
    • Survey Type:   % Occupancy
      KPI Name:   % Occ
      Service:   Voice
      Definitions:  The percentage of total wait and handle time agents spent handling contacts
      Synonyms  % Occupancy, % Occup, POCC
    • KPI Name:   Overall FCST Calls
      Service:   Voice
      Synonyms Overall Forecast Call, Forecast Call Overall, Forecast Overall Call
    • Survey Type:   Post-Q Time
      KPI Name:   Post Queue Time
      Service:   Voice
      Definitions: Amount of time contact remained on the line after agent disconnected
      Synonyms  Post Q Time, Avg Post Queue Time, Avg Post Q Time, Average Post Queue Time, Average Post Q Time, PostQueue Time, Call Post Q Time
    • Survey Type:   Pre-Q Time
      KPI Name:   Pre Queue Time
      Service:   Voice
      Definitions: Amount of time the contact spent in the IVR
      Synonyms  Pre Q Time, Avg Pre Queue Time, Avg Pre Q Time, Average Pre Queue Time, Average Pre Q Time, PreQueue Time, Call Pre Q Time
    • Survey Type:   Svc Level % 20 Sec
      KPI Name:   % Service Level
      Service:   Voice
      Definitions: Percentage chat handled with defined service level of 20 secs
      Synonyms  SL %, % SL
    • KPI Name:   Svc Level % 30 Sec
      Service:   Voice
      Definitions: Percentage chat handled with defined service level of 20 secs
      Synonyms  Chat Service Level %, % Chat Service Level, Chat SL %
    • KPI Name:   Transferred Calls
      Service:   Voice
      Definitions:  The number of contact that agents transferred to an outside number , to another agent , to a skill queue, or by consult followed by transfer
      Synonyms  Transferred Calls, Calls Transferred, Call Transferred
    • KPI Name:  Transferred Calls %:
      Service:   Voice
      Definitions:  Percentage of contact that agents transferred to an outside number , to another agent , to a skill queue, or by consult followed by transfer
      Synonyms  Transferred Calls %, Calls Transferred %, Call Transferred %
    • Survey Type:   TalkTime
      KPI Name:   TT
      Service:   Voice
      Synonyms  Avg Talk Time, Average Talk Time, Avg ACD Time, Average ACD Time
    • Survey Type:   Transfer
      KPI Name:   Number of calls Transfer
      Service:   Voice
      Synonyms  Transfers
    • Survey Type:   Transfer %
      KPI Name:   % Transfer
      Service:   Voice
      Synonyms 
    • Survey Type:   VM
      KPI Name:   Voice Mail
      Service:   Voice
      Definitions: Amount of time the contact spent on voice call
      Synonyms  Number of Voice, VM, Voice Mail, Number of Voice Mails
    • Survey Type:   Voice SL %
      KPI Name:   Voice SL %
      Service:   Voice
      Synonyms  Call Service Level, Call SL, Voice SL %, Voice Service Level, Service Level Voice, Service Level Call, SL Call, SL Voice, Voice SL
    • Survey Type:   WrapTime
      KPI Name:   ACW
      Service:   Voice
      Synonyms  Wrap Time, Average Wrap Time, Avg Wrap Time
    • KPI Name:   % Abandon
      Service:   Chat
      Definitions:  Percentage of inbound chat abandoned by agent
      Synonyms  Abandon Chat %, % Chat Abandon, Abandon Chats %, % Chats Abandon
    • KPI Name:   # Abandon Chats
      Service:   Chat
      Definitions:  Number of inbound chat abandoned by agent
      Synonyms  Abandon Chat, Chat Abandon, Abandon Chats, Chats Abandon, # Chats Abandon, # Abandon Chats
    • KPI Name:   Avg. HandleTime
      Service:   Chat
      Synonyms  Avg HandleTime, Average HandleTime, Avg Handle Time, Average Handle Time
    • KPI Name:   # Call Back
      Service:   Chat
      Definitions Number of Call Back Chats Synonyms: Call Back, # Call Back, Total Call Back, # Call Back, Call Back - Chatbot, Chatbot - Call Back, # Call Back Chats, # Chats Call Back, Count of Chats Call Back, Count of Call Back Chats, Total Chats Call Back, Total Call Back Chats, Chat Call Back, # Call Back
    • KPI Name:  Chats Handled Within Service:
      Service:   Chat
      Definitions The number chat handled with defined service level of 20 secs
    • KPI Name:   % FCST Chats
      Service:   Chat
      Synonyms  % Chat Forecast, Forecast Chat %, % FCST Chats
    • KPI Name:   Avg. Agent 1st Resp Time
      Service:   Chat
      Definitions:  Average 1st response time by agent to contact
      Synonyms Average Agent First Response Time, Avg Agent First Response Time, Average Agent Initial Reply Time, Avg Agent Initial Reply Time, Handled Average First Response Time, Avg Agent Response Time, Avg Agent First Rep Time, Avg Agent 1st Rep Time, Avg. Agent 1st Resp Time
    • KPI Name:   Avg. Agent Resp Time
      Service:   Chat
      Definitions:  Average response time by agent to contact
      Synonyms  Average Agent Response Time, Avg Agent Response Time, Agent Response Time Average, Agent Response Time Avg, Avg Agent Resp Time, Average Agent Resp Time, Avg. Agent Resp Time
    • KPI Name:   Avg. Chat Duration
      Service:   Chat
      Definitions:  Average Chat time spent by agent and contact
      Synonyms  Average Chat Duration, Avg Chat Duration, Chat Duration, Chats Duration, Handled Agent Chat AHT, Chat Duration Avg, Chat Duration Average, Avg. Chat Duration
    • KPI Name:   Avg. Consumer Resp Time
      Service:   Chat
      Definitions:  Average response time by contact to agent
      Synonyms  Average Consumer Response Time, Avg Consumer Response Time, Consumer Response Time Average, Consumer Response Time Avg, Avg Consumer Resp Time, Avg. Consumer Resp Time
    • KPI Name:   Chat SL %
      Service:   Chat
      Definitions: Percentage chat handled with defined service level of 20 secs Synonyms  Chat Service Level %, Chat SL, SL Chat, Chat Service Level, Service Level Chat, Chat SL%
    • KPI Name:   Chats Abandoned %
      Service:   Chat
      Definitions: Percentage of inbound chat abandoned by agent Synonyms  Abandon Chat %, % Chat Abandon, Abandon Chats %, % Chats Abandon, Chats Abandoned %
    • KPI Name:   Chats Offered
      Service:   Chat
      Definitions: Number of chat routed to agent and Mitch Synonyms  Chats Offered, Offered Chats, Count of Chats Offered, Chats Offered Count, Total Chats Offered, Total Offered Chats, # Chats Offered, # Offered Chats, Chats Offered
    • KPI Name:   FCST Chat
      Service:   Chat
      Synonyms  Chat Forecast, Forecast Chat %, FCST Chat
    • KPI Name:   Offered
      Service:   Chat
      Definitions: Number of chat routed to agent and Mitch
    • Survey Type:   Offered %
      KPI Name:   % Offered
      Service:   Chat
      Synonyms  Offer Rate
    • KPI Name:   Offered
      Service:   Chat
      Synonyms  Offered Chat, Chat Offered, Offered Chats, Chats Offered
    • KPI Name:   Total Agent Chats
      Service:   Chat
      Definitions:  Number of chat handled by Agent
      Synonyms  Total Agent Chat, Agent Handled Chat, Total Agent Chats, Agent Handled Chats, Agent Chats, # Agent Chats, Count of Agent Chats, # Agent Chat
    • KPI Name:   Total Agent Chats & Bot Escalations
      Service:   Chat
      Definitions:  Number of chat handled by Agent and Mitch escalation to Agent
      Synonyms  Agent Chats and Bot Escalations, Bot Escalations and Agent Chats, Total Agent Chats and Bot Escalations, Total Bot Escalations and Agent Chats, Count of Agent Chats and Bot Escalations, Count of Bot Escalations and Agent Chats, # Agent Chats and Bot Escalations, # Bot Escalations and Agent Chats, # Bot Escalations and Agent Chat
    • KPI Name:   Total Bot Chats
      Service:   Chat
      Definitions:  Number of chat handled by Mitch
      Synonyms  Total Bot Chat, Bot Handled Chat, Total Bot Chats, Bot Handled Chats, # Bot Chats, Count of Bot Chats, # Bot Chat
    • KPI Name:   Total Bot Escalations
      Service:   Chat
      Definitions:  Number of chat escalated to agent from Mitch
      Synonyms Total Bot Escalations, ChatBot Escalations, Bot Escalations, Count of Bot Escalations, # Bot Escalations
    • KPI Name:   Total Chats Handled
      Service:   Chat
      Definitions:  Number of inbound chat and agent handled
      Synonyms  Handled Chat, Chat Handled, Handled Chats, Chats Handled, Total Chats Handled, Count of Chats Handled, # Chats Handled, Chats Handled, # Chat Handled
    • KPI Name:   Answered Emails
      Service:   Email
      Definitions:  Number of Inbound emails and agent answered
      Synonyms  Answered Email, Email Answered, Answered Emails, Emails Answered, Email Response, Emails Replied
    • KPI Name:   Avg. # of Agent Response
      Service:   Email
      Definitions:  Average number of Agent Response
      Synonyms  Average Count of Agent Response, Average Agent Response, Avg Count of Agent Response, Avg Agent Response, Avg. # of Agent Response
    • KPI Name:   # Answered Emails
      Service:   Email
      Definitions:  Number of Inbound emails and agent answered
      Synonyms  Answered Email, Email Answered, Answered Emails, Emails Answered, Email Response, Emails Replied, # Answered Emails
    • KPI Name:   # Answered Emails within 24 Hrs
      Service:   Email
      Definitions:  Number of Inbound emails and agent answered in 24 hrs
      Synonyms  Answered Email within 24 hours, Email Answered within 24 hours, Answered Emails within 24 hours, Emails Answered within 24 hours, Email Responded within 24 hours, Emails Replied within 24 hours
    • KPI Name:   # Answered Emails within 36 Hrs
      Service:   Email
      Definitions:  Number of Inbound emails and agent answered in 36 hrs
      Synonyms  Answered Emails within 36 hours, Emails responded within 36 hours, Emails Replied within 36 hours, Emails Answered within 36 hours, # Answered Emails within 36 Hrs
    • KPI Name:   # Answered Emails within 48 Hrs
      Service:   Email
      Definitions  Number of Inbound emails and agent answered in 48 hrs
      Synonyms  Answered Email within 48 hours, Email Answered within 48 hours, Answered Emails within 48 hours, Emails Answered within 48 hours, Email Responded within 48 hours, Emails Replied within 48 hours, Answered Emails within 48 hours, Emails responded within 48 hours, # Answered Emails within 48 Hrs
    • KPI Name:   # Answered Emails within 72 Hrs
      Service:   Email
      Definitions  Number of Inbound emails and agent answered in 72 hrs
      Synonyms  Answered Email within 72 hours, Email Answered within 72 hours, Answered Emails within 72 hours, Emails Answered within 72 hours, Email Responded within 72 hours, Emails Replied within 72 hours, # Answered Emails within 72 Hrs
    • KPI Name:   # Answered Emails within 72 Hrs Plus
      Service:   Email
      Definitions  Number of Inbound emails and agent answered in 72 hrs plus
      Synonyms  Answered Email within 72 hours Plus, Email Answered within 72 hours Plus, Answered Emails within 72 hours Plus, Emails Answered within 72 hours Plus, Email Responded within 72 hours Plus, Emails Replied within 72 hours Plus
    • KPI Name:   # Answered Emails 72 Hrs Plus
      Service:   Email
      Definitions  Number of Inbound emails and agent answered on above 72 hrs plus
      Synonyms  Answered Emails 72 Hrs Plus, Email Answered 72 Hrs Plus, Answered Emails 72 hours Plus, Emails Answered 72 hours Plus, Emails Responded 72 hours plus, Emails Replied 72 hours plus, # Answered Emails 72 Hrs Plus
    • KPI Name:   # Offered Emails
      Service:   Email
      Definitions Number of inbound emails routed to agent
      Synonyms Offered Email, Email Offered, Offered Emails, Emails Offered, # Offered Emails
    • Survey Type:   Offered %
      KPI Name:   % Offered
      Service:   Email
      Synonyms  Offer Rate
    • KPI Name:   Offered Emails
      Service:   Email
      Definitions: Number of inbound emails routed to agent
      Synonyms  Offered Email, Email Offered, Offered Emails, Emails Offered
    • KPI Name:   # Unanswered Emails
      Service:   Email
      Definitions:  Number of Inbound emails and agent unanswered
      Synonyms  Unanswered Email, Email Unanswered, Unanswered Emails, Emails Unanswered, Unresponsive Emails, Emails not replied, # Unanswered Emails
    • KPI Name:   % Answered Emails
      Service:   Email
      Definitions:  Percentage of Inbound email and agent answered
      Synonyms  % Answered Email, % Email Answered, Answered Emails %, Emails Answered %, Email Response %, Emails Replied %, % Answered Emails
    • KPI Name:   % Email SL (24 Hrs)
      Service:   Email
      Definitions:  The number Inbound emails answered with defined service level of 24 hrs
      Synonyms  Email Service Level %, % Email Service Level, Service Level % Emails, Email SL %, SL % Email
    • KPI Name:   % Email SL (36 Hrs)
      Service:   Email
      Definitions:  The number Inbound emails answered with defined service level of 36 hrs
      Synonyms  % Emails SL 36 hrs, 36 hrs Email SL %, % email SL, Email SL %, Email Service Level, Service Level Email, Email SL, SL Email, % Email SL (36 Hrs)
    • KPI Name:   % FCST Email
      Service:   Email
      Synonyms  % Email Forecast, Forecast Email %, % FCST Emails
    • KPI Name:   % Unanswered Emails
      Service:   Email
      Definitions:  Percentage of Inbound email and agent Unanswered
      Synonyms  % Unanswered Email, Email Unanswered %, Unanswered Emails %, % Emails Unanswered, Unresponsive Emails %, Emails not replied %, % Unanswered Emails
    • KPI Name:   Avg. Email TAT (Hrs)
      Service:   Email
      Definitions:  Average email turnaround time
      Synonyms  Average Email Turn Around Time, Avg Email Turn Around Time, Email Turn Around Time, Avg Email TAT (Hrs.), Email TAT, Average Email TAT, Avg Email TAT
    • KPI Name:   Emails Per Agent
      Service:   Email
      Definitions:  Average Email answered by agent
      Synonyms  Emails Per Agent, Per Agent Emails, Email Per Agent, Per Agent Email
    • KPI Name:   FCST Email
      Service:   Email
      Synonyms  Email Forecast, Forecast Email, FCST Email
    • KPI Name:   Outbound Emails
      Service:   Email
      Definitions: Number outbound email send to customer
      Synonyms  Outbound Emails, Outbound Email, Emails Outbound, Email Outbound
    >
    • KPI Name:   # Avg. Handled Time
      Service:   ChatBot
      Definitions  Average amount of time agent spent handling a contact with bot
      Synonyms  Avg Handle Time, Average HandleTime, Avg Handle Time, Average Handle Time, # Avg. Handled Time, ChatBot AHT
    • KPI Name:   # Dissatisfied-Mitch_CSAT
      Service:   ChatBot
      Definitions  Number for CSAT dissatisfaction having score 0 Synonyms: Dissatisfied CSAT Mitch, Dissatisfied Mitch CSAT, Dissatisfied Customer Satisfaction Mitch, Dissatisfied Mitch Customer Satisfaction, Dissat Mitch, # Dissatisfied-Mitch_CSAT
    • KPI Name:   # Idle
      Service:   ChatBot
      Definitions Number of non-empty session where the agent was idle Synonyms Total Idle Session, Total Idle Sessions, # Idle, Idle
    • KPI Name:   # Neutral-Mitch_CSAT
      Service:   ChatBot
      Definitions Number for CSAT Neutral having score 50
      Synonyms Neutral CSAT Mitch, Neutral Mitch CSAT, Neutral Customer Satisfaction Mitch, Neutral Mitch Customer Satisfaction, # Neutral-Mitch_CSAT,
    • KPI Name:   # Satisfied-Mitch_CSAT
      Service:   ChatBot
      Definitions Number for CSAT Satisfied having score 100 Synonyms Satisfied CSAT Mitch, Satisfied Mitch CSAT, Satisfied Customer Satisfaction Mitch, Satisfied Mitch Customer Satisfaction, # Satisfied-Mitch_CSAT
    • KPI Name:   # Total Confused Escalation
      Service:   ChatBot
      Definitions Number of non-empty sessions where bot got confusion and escalated to Agent Synonyms Total Confused Escalations, Total Confused Escalation, # Confused Escalation, # Confused Escalations, # Total Confused Escalations
    • KPI Name:   # Total Designed Escalation
      Service:   ChatBot
      Definitions Number of non-empty sessions where bot was Designed for escalation to Agent Synonyms Total Designed Escalations, Total Designed Escalation, # Designed Escalation, # Designed Escalations, # Total Designed Escalations
    • KPI Name:   # Total Engagement
      Service:   ChatBot
      Definitions Total number of sessions, empty or not Synonyms Total Engagements, Total Engagement, # Engagement, # Engagements, # Total Engagement
    • KPI Name:   # Total Escalations
      Service:   ChatBot
      Definitions Number of non-empty sessions where bot was confused or user initiated escalation to Agent Synonyms  Total Escalations, Total Escalation, # Total Escalation
    • KPI Name:   # Total Successful Engagement
      Service:   ChatBot
      Definitions Number of successful sessions where either session.label is set to AUTOMATED_RESOLUTION or analytics.escalation is set to DESIGNED Synonyms  Total Successful Engagements, Total Successful Engagement, # Successful Engagement, # Successful Engagements, # Total Successful Engagement
    • KPI Name:   # Total User Requested Escalation
      Service:   ChatBot
      Definitions Number of non-empty sessions where customer user initiated for escalation to Agent Synonyms  Total User Requested Escalations, Total User Requested Escalation, # User Requested Escalation, # User Requested Escalations, # Total User Requested Escalations
    • KPI Name:   % Confused Escalation
      Service:   ChatBot
      Definitions:  Percentage of non-empty sessions where bot got confusion and escalated to Agent Synonyms  % Confused Escalations, % Confused Escalation
    • KPI Name:   % Designed Escalation
      Service:   ChatBot
      Definitions:  Percentage of non-empty sessions where bot was Designed for escalation to Agent Synonyms  % Designed Escalations, % Designed Escalation
    • KPI Name:   % Dissatisfied-Mitch_CSAT
      Service:   ChatBot
      Definitions:  Percentage for CSAT dissatisfaction having score 0 Synonyms  % Dissatisfied CSAT Mitch, % Dissatisfied Mitch CSAT, % Dissatisfied Customer Satisfaction Mitch, % Dissatisfied Mitch Customer Satisfaction, % Dissatisfied-Mitch_CSAT, % Dissat Mitch
    • KPI Name:   % Engagement
      Service:   ChatBot
      Definitions:  Percentage of successful sessions where either session.label is set to AUTOMATED_RESOLUTION or analytics.escalation is set to DESIGNED Synonyms  % Engagements, % Engagement
    • KPI Name:   % Idle
      Service:   ChatBot
      Definitions:   Percentage non-empty session where the agent was idle Synonyms  % Total Idle Session, % Total Idle Sessions, % Idle
    • KPI Name:   % Neutral-Mitch_CSAT
      Service:   ChatBot
      Definitions:  Percentage for CSAT Neutral having score 50 Synonyms  % Neutral CSAT Mitch, % Neutral Mitch CSAT, % Neutral Customer Satisfaction Mitch, % Neutral Mitch Customer Satisfaction, % Neutral-Mitch_CSAT
    • KPI Name:   % Satisfied-Mitch_CSAT
      Service:   ChatBot
      Definitions:  Percentage for CSAT Satisfied having score 100 Synonyms  % Satisfied CSAT Mitch, % Satisfied Mitch CSAT, % Satisfied Customer Satisfaction Mitch, % Satisfied Mitch Customer Satisfaction, % Satisfied-Mitch_CSAT
    • KPI Name:   % Successful Engagement
      Service:   ChatBot
      Definitions:  Percentage of successful sessions where either session.label is set to AUTOMATED_RESOLUTION or analytics.escalation is set to DESIGNED Synonyms  % Successful Engagements, % Successful Engagement
    • KPI Name:   % User Requested Escalation
      Service:   ChatBot
      Definitions:  Percentage of non-empty sessions where customer user initiated for escalation to Agent Synonyms  % User Requested Escalations, % User Requested Escalation
    • KPI Name:   CSAT_Mitch
      Service:   ChatBot
      Definitions: Mitch Customer Satisfaction Synonyms  CSAT Mitch, Mitch CSAT, Customer Satisfaction Mitch, Mitch Customer Satisfaction, Overall CSAT Mitch, CSAT Mitch Overall, CSAT_Mitch
    • Survey Type:   Overall
      KPI Name:   Overall-# Survey
      Service:   Survey
      Definitions:  Number of survey conducted by customer
      Synonyms  Survey, Surveys, Total Survey, Total Survey, Total number of survey, Total number of surveys, Overall number of survey, Overall number of surveys, Overall-# Survey
    • Survey Type:   Overall
      KPI Name:   Overall-# Survey-NPS
      Service:   Survey
      Definitions:  Number of survey for net promoter score
      Synonyms  Overall number of NPS surveys, Overall number of NPS survey, Overall NPS, NPS Survey, Overall-# Survey-Call Back Survey
    • Survey Type:   Overall
      KPI Name:   Overall-% Detractor-NPS
      Service:   Survey
      Definitions: Percentage score for NPS detractor having score from 0 to 6
      Synonyms  % Detractor, Overall % Detractor, Overall-% Detractor-NPS
    • Survey Type:   Overall
      KPI Name:   Overall-% Passive-NPS
      Service:   Survey
      Definitions: Percentage score for NPS passive having score from 8 to 7
      Synonyms  % Passive, Overall % Passive, Overall-% Passive-NPS
    • Survey Type:   Overall
      KPI Name:   Overall-% Promoter-NPS
      Service:   Survey
      Definitions: Percentage score for NPS passive having score from 8 to 7
      Synonyms  % Promoter, Overall % Promoter, Overall-% Promoter-NPS
    • Survey Type:   Overall
      KPI Name:   Overall-NPS
      Service:   Survey
      Definitions: Net promoter score for post contact, warranty and pre-purchase survey
      Synonyms  NPS, Net Promoter Score, Overall NPS, NPS Score, Overall NPS Score, Overall-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey
      Service:   Survey
      Definitions: Number of post contact survey conducted by customer
      Synonyms  Post Contact Number of Survey, Post Contact Survey, Number of Survey, Post Contact-# Survey
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey-Call Back
      Service:   Survey
      Definitions: Number of post contact survey for call back request
      Synonyms  Post Contact Callback Survey, Callback Survey, Post Contact-# Survey-Call Back
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey-CSAT
      Service:   Survey
      Definitions: Number of post contact survey for customer satisfaction having score from 1 to 5
      Synonyms  Post Contact CSAT Survey, CSAT Survey, Post Contact-# Survey-CSAT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey-Effort
      Service:   Survey
      Definitions: Number of post contact survey for Effort having score from 1 to 5
      Synonyms  Post Contact Effort Survey, Post Contact Customer Effort Survey, Effort Survey, Customer Effort Survey, Post Contact-# Survey-Effort
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey-NPS
      Service:   Survey
      Definitions: Number of post contact survey for net promoter score having score from 0 to 10
      Synonyms  Post Contact Survey NPS, Survey NPS, Post Contact-# Survey-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-# Survey-Resolution
      Service:   Survey
      Definitions: Number of post contact survey for Resolution
      Synonyms  Post Contact Survey Resolution, Survey Resolution, Post Contact-# Survey-Resolution
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Dissatisfied-CSAT
      Service:   Survey
      Definitions:  Percentage of post contact survey for CSAT dissatisfaction having score from 1 to 2
      Synonyms  Post Contact CSAT % Dissatisfied, % Dissatisfied, CSAT, Post Contact-% Dissatisfied-CSAT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Detractor-NPS
      Service:   Survey
      Definitions:  Percentage of post contact survey for NPS detractor having score from 0 to 6
      Synonyms  Post Contact % Detractor, % Detractor, Post Contact-% Detractor-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Neutral-CSAT
      Service:   Survey
      Definitions:  Percentage of post contact survey for CSAT neutral having value 3
      Synonyms  Post Contact CSAT % Neutral, % Neutral, CSAT, Post Contact-% Neutral-CSAT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Neutral-Effort
      Service:   Survey
      Definitions: Percentage of post contact survey for Effort-Neutral having value 3
      Synonyms  Post Contact Effort % Neutral, Post Contact Customer Effort % Neutral, % Neutral, Effort, Customer Effort, Post Contact-% Neutral-EFFORT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Passive-NPS
      Service:   Survey
      Definitions: Percentage of post contact survey for NPS passive having score from 7 to 8
      Synonyms  Post Contact % Passive, % Passive, Post Contact-% Passive-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Promoter-NPS
      Service:   Survey
      Definitions: Percentage of post contact survey for NPS promoter having score from 9 to 10
      Synonyms  Post Contact % Promoter, % Promoter, Post Contact-% Promoter-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Resolved
      Service:   Survey
      Definitions: Percentage of post contact survey for Resolved
      Synonyms  Post Contact % Resolution, Post Contact Resolution, % Resolution, Resolution, Post Contact-% Resolved
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Satisfied-CSAT
      Service:   Survey
      Definitions: Percentage of post contact survey for customer satisfaction having score from 4 to 5
      Synonyms  Post Contact CSAT % Satisfied, % Satisfied, CSAT, Post Contact-% Satisfied-CSAT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Very Difficult-Effort
      Service:   Survey
      Definitions: Percentage of post contact survey for Effort-Difficult having score from 1 to 2
      Synonyms  Post Contact Effort % Very Difficult, Post Contact Customer Effort % Very, % Very Difficult, Effort, Customer Effort, Post Contact-% Very Difficult-EFFORT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-% Very Easy-Effort
      Service:   Survey
      Definitions: Percentage of post contact survey for Effort-Very easy having score from 4 to 5
      Synonyms  Post Contact Effort % Very Easy, Post Contact Customer Effort % Very Easy, % Very Easy, Effort, Customer Effort, Post Contact-% Very Easy-EFFORT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-CSAT
      Service:   Survey
      Definitions: Customer satisfaction score for Post contact
      Synonyms  Post Contact CSAT, Post Contact Satisfaction, Post Contact CSAT Score CSAT, Satisfaction, Score, Post Contact-CSAT
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-NPS
      Service:   Survey
      Definitions: Net promoter score for post contact survey
      Synonyms  Post Contact NPS, Post Contact Score, NPS, Score, Post Contact-NPS
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-Effort
      Service:   Survey
      Definitions: Effort Score from 1 to 5 for Post contact survey
      Synonyms  Post Contact Effort, Post Contact Customer Effort, Effort, Customer Effort, Post Contact-Effort
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-Call Back
      Service:   Survey
      Definitions: Call back request from contact to agent for post contact survey
      Synonyms  Post Contact % Call Back, Post Contact Score, % Call Back, Post Contact-Call Back
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Avg. LT Buy Rating
      Service:   Survey
      Synonyms  Pre Purchase Average Likelihood to buy Rating , Pre Purchase Avg Likelihood to buy Rating , Pre Purchase Average Likelihood to buy , Pre Purchase Avg Likelihood to buy, Pre Purchase-Avg. LT Buy Rating
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Avg. LT Buy Rating
      Service:   Survey
      Synonyms  Pre Purchase Average LTB Rating , Pre Purchase Avg LTB Rating , Pre Purchase Average LTB , Pre Purchase Avg LTB, Pre Purchase-Avg. LT Buy Rating
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey
      Service:   Survey
      Definitions: Number of pre-purchase survey conducted by contact
      Synonyms  Pre Purchase Number of Survey, Pre Purchase Survey, Number of Survey, Survey, Pre Purchase-# Survey
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey-ACR
      Service:   Survey
      Definitions:  Number of pre-purchase survey for ACR
      Synonyms  Pre Purchase Survey ACR, Survey ACR, ACR, Pre Purchase-# Survey-ACR
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey-Call Back
      Service:   Survey
      Definitions: Number of pre-purchase survey having call back request
      Synonyms  Pre Purchase Callback Survey, Callback Survey, Pre Purchase-# Survey-Call Back
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey-LT Buy
      Service:   Survey
      Definitions: Number of pre-purchase survey for Likelihood to Buy having score from 1 to 5
      Synonyms  Pre Purchase Likelihood to buy survey, Likelihood to buy survey, Pre Purchase-# Survey-LT Buy
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey-NPS
      Service:   Survey
      Definitions: Number of pre-purchase survey for net promoter score having score from 0 to 10
      Synonyms  Pre Purchase Survey NPS, Survey NPS, Pre Purchase-# Survey-NPS
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-# Survey-Purchase Exp.
      Service:   Survey
      Definitions: Number of pre-purchase survey for Purchase Experience having score from 1 to 5
      Synonyms  Pre Purchase Survey Purchase Exp, Pre Purchase Survey Purchase Experience, Survey Purchase Exp, Survey Purchase Experience, Pre Purchase-# Survey-Purchase Exp
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Dissatisfied-Purchase Exp
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for Purchase Exp-Dissatisfaction having score from 1 to 2
      Synonyms  Pre Purchase Purchase Experience % Dissatisfied, Purchase Experience % Dissatisfied, % Dissatisfied, Purchase Experience, Pre Purchase-% Dissatisfied-Purchase Exp
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Detractor-NPS
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for NPS detractor having score from 0 to 6
      Synonyms  Pre Purchase % Detractor, % Detractor, Pre Purchase-% Detractor-NPS
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Neutral-Purchase Exp
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for Purchase Exp-Neutral having 3 score
      Synonyms  Pre Purchase Purchase Experience % Neutral, Purchase Experience % Neutral, % Neutral, Purchase Experience, Pre Purchase-% Neutral-Purchase Exp
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Neutral-LT Buy
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for LT Buy-Neutral having 3 score
      Synonyms  Pre Purchase LTB % Neutral, Pre Purchase Likelihood to buy % Neutral, % Neutral, LTB, Likehood to buy, Pre Purchase-% Neutral-LT Buy
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Not Purchased-ACR
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for ACR-not Purchased
      Synonyms  Pre Purchase % Not Purchased, % Not Purchased, Pre Purchase-% Not Purchased-ACR
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Passive-NPS
      Service:   Survey
      Definitions: Percentage of pre-purchase for survey for NPS passive having score from 7 to 8
      Synonyms  Pre Purchase % Passive, % Passive, Pre Purchase-% Passive-NPS
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Promoter-NPS
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for NPS promoter having score from 9 to 10
      Synonyms  Pre Purchase % Promoter, % Promoter, Pre Purchase-% Promoter-NPS
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Purchased-ACR
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for ACR-Purchased
      Synonyms  Pre Purchase % Purchased, % Purchased, Score, Pre Purchase-% Purchased-ACR
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Satisfied-Purchase Exp
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for Purchase Exp-Satisfaction having score from 4 to 5
      Synonyms  Pre Purchase Purchase Experience % Satisfied, Purchase Experience % Satisfied, % Satisfied, Purchase Experience, Pre Purchase-% Satisfied-Purchase Exp
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Unlikely-LT Buy
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for LT Buy-Unlikely having score from 1 to 2
      Synonyms  Pre Purchase LTB % Unlikely, Pre Purchase Likelihood to buy % Unlikely, % Unlikely, LTB, Likehood to buy, Pre Purchase-% Unlikely-LT Buy
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-% Very Likely-LT Buy
      Service:   Survey
      Definitions: Percentage of pre-purchase survey for Likelihood to buy having score score from 4 to 5
      Synonyms  Pre Purchase LTB % Very Likely, Pre Purchase Likelihood to buy % Very Likely, % Very Likely, LTB, Likehood to buy, Pre Purchase-% Very Likely-LT Buy
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Call Back
      Service:   Survey
      Definitions: Call back request from contact to agent for pre-purchase survey
      Synonyms  Pre Purchase % Call Back, Pre Purchase % Call Back Score, % Call Back, Score, Pre Purchase-Call Back
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-NPS
      Service:   Survey
      Definitions: Net promoter score for pre-purchase
      Synonyms  Pre Purchase NPS, Pre Purchase NPS Score, NPS, Score, Pre Purchase-NPS
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-LT Buy
      Service:   Survey
      Definitions: Likelihood to buy score for Pre-purchase
      Synonyms  Pre Purchase % LTB, Pre Purchase LTB, Pre Purchase % Likelihood to buy, Pre Purchase % Likelihood to buy Score, % LTB, LTB, % Likehood to buy, Score, Pre Purchase-LT Buy
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Purchase Exp.
      Service:   Survey
      Definitions: Purchase Experience score for Pre-purchase
      Synonyms  Pre Purchase Purchase Experience, Pre Purchase % Purchase Experience, % Purchase Experience, Purchase Experience, Score, Pre Purchase-Purchase Exp.
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-Avg. CSAT Rating
      Service:   Survey
      Synonyms  Post Contact Average CSAT Rating, Post Contact Avg CSAT Rating, Post Contact Average CSAT, Post Contact Avg CSAT, Average CSAT Rating, Avg CSAT Rating, Average CSAT, Avg CSAT, Post Contact-Avg. CSAT Rating
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-Avg. Effort Rating
      Service:   Survey
      Synonyms  Post Contact Average Customer Effort Rating, Post Contact Avg Customer, Effort Rating, Post Contact Average Customer Effort, Post Contact Avg Customer Effort, Average Customer Effort Rating, Avg Customer Effort Rating, Average Customer Effort, Avg Customer Effort, Post Contact-Avg. Effort Rating
    • Survey Type:   Post Contact
      KPI Name:   Post Contact-Avg. NPS Rating
      Service:   Survey
      Synonyms  Post Contact Average NPS Rating, Post Contact Avg NPS Rating, Post Contact Average NPS, Post Contact Avg NPS, Average NPS Rating, Avg NPS Rating, Average NPS, Avg NPS, Post Contact-Avg. NPS Rating
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Avg. NPS Rating
      Service:   Survey
      Synonyms  Pre Purchase Average NPS Rating , Pre Purchase Avg NPS Rating, Pre Purchase Average NPS, Pre Purchase Avg NPS, Average NPS Rating, Avg NPS Rating, Average NPS, Avg NPS, Pre Purchase-Avg. NPS Rating
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Avg. Purch Exp. Rating
      Service:   Survey
      Synonyms  Pre Purchase Average Purchase Exp Rating , Pre Purchase Avg Purchase Exp Rating , Pre Purchase Average Purchase Exp , Pre Purchase Avg Purchase Exp, Average Purchase Experience Rating, Avg Purchase Experience Rating, Average Purchase Experience, Avg Purchase Experience, Average Purchase Exp Rating, Avg Purchase Exp Rating Average Purchase Exp, Avg Purchase Exp, Pre Purchase-Avg. Purch Exper. Rating-
    • Survey Type:   Pre Purchase
      KPI Name:   Pre Purchase-Avg. Purch Exp. Rating
      Service:   Survey
      Synonyms  Pre Purchase Average Purchase Experience Rating , Pre Purchase Avg Purchase Experience Rating , Pre Purchase Average Purchase Experience , Pre Purchase Avg Purchase Experience, Pre Purchase-Avg. Purch Exper. Rating-
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey
      Service:   Survey
      Definitions:  Number of warranty survey conducted by customer
      Synonyms  Warranty Number of Survey, Warranty Survey, Number of Survey, Survey, Warranty-# Survey
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey-Applied Fairly
      Service:   Survey
      Definitions:  Number of warranty survey for Applied fairly
      Synonyms  Warranty Survey Applied Fairly, Survey Applied Fairly, Warranty-# Survey-Applied Fairly
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey-Call Back
      Service:   Survey
      Definitions:  Number of warranty survey having call back request
      Synonyms  Warranty Callback Survey, Callback Survey, Warranty-# Survey-Call Back
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey-Dealer Exp.
      Service:   Survey
      Definitions:  Number of warranty survey for Dealer experience score having score from 1 to 5
      Synonyms  Warranty Survey Dealer Experience, Survey Dealer Experience, Warranty-# Survey-Dealer Exp
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey-LT Buy
      Service:   Survey
      Definitions:  Number of warranty survey for Likelihood to Buy having score from 1 to 5
      Synonyms  Warranty Likelihood to buy survey, Likelihood to buy survey, Warranty-# Survey-LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-# Survey-NPS
      Service:   Survey
      Definitions:  Number of warranty survey for net promoter having score from 0 to 10
      Synonyms  Warranty Survey NPS, Survey NPS, Warranty-# Survey-NPS
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Dissatisfied-Applied Fairly
      Service:   Survey
      Definitions:  Number of warranty survey for Dissatisfied-Applied fairly having score from 1 to 2
      Synonyms Warranty Applied Fairly % Dissatisfied, % Dissatisfied, Applied Fairly, Warranty-% Dissatisfied-Applied Fairly
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Detractor-NPS
      Service:   Survey
      Definitions:  Percentage of warranty survey for NPS detractor having score from 0 to 6
      Synonyms  Warranty % Detractor, % Detractor, Warranty-% Detractor-NPS
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Dissatisfied-Dealer Exp.
      Service:   Survey
      Definitions:  Percentage of warranty survey for Dealer Exp.-Dissatisfied having score from 1 to 2
      Synonyms  Warranty Dealer Experience % Dissatisfied, % Dissatisfied, Dealer Experience, Warranty-% Dissatisfied-Dealer Exp
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Neutral-Applied Fairly
      Service:   Survey
      Definitions:  Number of warranty survey for Neutral-Applied fairly having score 3
      Synonyms  Warranty Applied Fairly % Neutral, % Neutral, Applied Fairly, Warranty-% Neutral-Applied Fairly
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Neutral-Dealer Exp.
      Service:   Survey
      Definitions:  Percentage of warranty survey for Dealer Exp.-Neutral having score 3
      Synonyms  Warranty Dealer Experience % Neutral, % Neutral, Dealer Experience, Warranty-% Neutral-Dealer Exp
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Neutral-LT Buy
      Service:   Survey
      Definitions:  Percentage of warranty survey for LT Buy-Neutral having 3 score
      Synonyms  Warranty LTB % Neutral, Warranty Likelihood to buy % Neutral, % Neutral, LTB, Likehood to buy, Warranty-% Neutral-LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Passive-NPS
      Service:   Survey
      Definitions:  Percentage of warranty survey for NPS passive having score from 7 to 8
      Synonyms  Warranty % Passive, % Passive, Warranty-% Passive-NPS
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Promoter-NPS
      Service:   Survey
      Definitions:  Percentage of warranty survey for NPS promoter having score from 9 to 10
      Synonyms  Warranty % Promoter, % Promoter, Warranty-% Promoter-NPS
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Satisfied-Applied Fairly
      Service:   Survey
      Definitions:  Number of warranty survey for Satisfied-Applied fairly having score from 4 to 5
      Synonyms  Warranty Applied Fairly % Satisfied, % Satisfied, Applied Fairly, Warranty-% Satisfied-Applied Fairly
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Satisfied-Dealer Exp.
      Service:   Survey
      Definitions:  Percentage of warranty survey for Dealer Exp.-satisfied having score from 4 to 5
      Synonyms  Warranty Dealer Experience % Satisfied, % Satisfied, Dealer Experience, Warranty-% Satisfied-Dealer Exp
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Unlikely-LT Buy
      Service:   Survey
      Definitions:  Percentage of warranty survey for LT Buy-Unlikely having score from 1 to 2
      Synonyms  Warranty LTB % Unlikely, Warranty Likelihood to buy % Unlikely, % Unlikely, LTB, Likehood to buy, Warranty-% Unlikely-LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-% Very Likely-LT Buy
      Service:   Survey
      Definitions:  Percentage of warranty survey for Likelihood to buy having score score from 4 to 5
      Synonyms  Warranty LTB % Very Likely, Warranty Likelihood to buy % Very Likely, % Very Likely, LTB, Likehood to buy, Warranty-% Very Likely-LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-Applied Fairly
      Service:   Survey
      Definitions:  Score for applied fairly for Warranty having score from 1 to 5
      Synonyms  Warranty % Applied Fairly, Warranty % Applied Fairly Score, % Applied Fairly, Score, Warranty-Applied Fairly
    • Survey Type:   Warranty
      KPI Name:   Warranty-Call Back
      Service:   Survey
      Definitions:  Call back request from contact to agent for warranty survey
      Synonyms  Warranty % Call Back, Warranty % Call Back Score, % Call Back, Score, Warranty-Call Back
    • Survey Type:   Warranty
      KPI Name:   Warranty-Dealer Experience
      Service:   Survey
      Definitions:  Dealer experience for Warranty survey having score from 1 to 5
      Synonyms  Warranty % Dealer Experience, % Dealer Experience, Score, Warranty-Dealer Experience
    • Survey Type:   Warranty
      KPI Name:   Warranty-NPS
      Service:   Survey
      Definitions:  Net promoter score for warranty survey
      Synonyms  Warranty NPS, Warranty NPS Score, NPS, Score, Warranty-NPS
    • Survey Type:   Warranty
      KPI Name:   Warranty-LT Buy
      Service:   Survey
      Definitions:  Likelihood to buy score for Pre-purchase
      Synonyms  Warranty % LTB, Warranty LTB, Warranty % Likelihood to buy, Warranty % Likelihood to buy Score, % LTB, LTB, % Likehood to buy, Score, Warranty-LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-Avg. Applied Fairly Rating
      Service:   Survey
      Synonyms  Warranty Average Applied Fairly Rating, Warranty Avg Applied Fairly Rating, Warranty Average Applied Fairly, Warranty Avg Applied Fairly, Avg Applied Fairly Rating, Average Applied Fairly, Avg Applied Fairly, Average Applied Fairly Rating, Warranty-Avg. Applied Fairly Rating
    • Survey Type:   Warranty
      KPI Name:   Warranty-Avg. Dealer Experience
      Service:   Survey
      Synonyms  Warranty Average Dealer Experience Rating, Warranty Avg Dealer Experience Rating, Warranty Average Dealer Experience, Warranty Avg Dealer Experience, Average Dealer Experience Rating, Avg Dealer Experience Rating, Average Dealer Experience, Avg Dealer Experience, Warranty-Avg. Dealer Experience
    • Survey Type:   Warranty
      KPI Name:   Warranty-Avg. LT Buy
      Service:   Survey
      Synonyms  Warranty Average LTB Rating, Warranty Avg LTB Rating, Warranty Average LTB, Warranty Avg LTB, Average LTB Rating, Avg LTB Rating, Average LTB, Avg LTB, Warranty-Avg. LT Buy
    • Survey Type:   Warranty
      KPI Name:   Warranty-Avg. NPS Rating
      Service:   Survey
      Synonyms  Warranty Average NPS Rating, Warranty Avg NPS Rating, Warranty Average NPS, Warranty Avg NPS, Average NPS Rating, Avg NPS Rating, Average NPS, Avg NPS, Warranty-Avg. NPS Rating
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