Spreadsheet: 377008d1423767597-lookup-multiple-items-examplefinished
Sheet: DATA

[NAME] |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  | TARGETS
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00 |  |  | 0.6 | 0.8199
3 | Demonstrates high energy and positive tone throughout the call | 0 | 0 | 0 | 1 |  |  |  |  |  |  |  |  |  |  | 0.82 | 0.9399
 | Refrains from use of jargon, slang and technical terminology | 0 | 0 | 0 | 2 |  |  |  |  |  |  |  |  |  |  | 0.94
 | Proactively builds rapport and demonstrates empathy | 0 | 0 | 0 | 0
 | Is professional and demonstrates a passion for helping the customer | 0 | 0 | 0 | 1 |  |  |  |  |  |  |  |  |  |  | 09:30:00 | 09:31:00 | 09:59:00 | 10:00:00
 | Appropriately questions - what, where, how when, who? | 0 | 0 | 0 | 2
 | Recaps all relevant information to confirm understanding | 0 | 0 | 0 | 3 |  |  |  |  |  |  |  |  |  |  | 0.0005 | 0.0006 | 0.0009 | 0.01
 | Demonstrates the appropriate level of technical knowledge | 0 | 0 | 0 | 1
 | Allows customer to speak and doesn’t make assumptions | 0 | 0 | 0 | 3 |  |  |  |  |  |  |  |  |  |  | 0.95 | 0.9499 | 0.9
 | Actively listens to customer | 0 | 0 | 0 | 2
 | Discuss options available and agree best way forward | 0 | 0 | 0 | 3 |  |  |  |  |  |  |  |  |  |  | 20 | 19 | 15 | 14
 | Inspires customer confidence & demonstrates flexibility | 0 | 0 | 0 | 1
 | Demonstrates forward thinking | 0 | 0 | 0 | 2
 | Takes ownership and makes it easy for customer | 0 | 0 | 0 | 1
 | Set and agree timescales for future contact | 0 | 0 | 0 | 2
 | Resolved the issue in an efficient manner | 0 | 0 | 0 | 1
 | Coaches the customer using best practice and policy | 0 | 0 | 0 | 1
 | All information captured in FMS including instance contact details | 0 | 0 | 0 | 0
 | Activity logged under correct FMS code | 0 | 0 | 0 | 3
 | DPA completed | 0 | 0 | 0 | 2
 | All notes are clear concise and reflective of conversation | 0 | 0 | 0 | 3
 | Call 1 | 0 | 0 | 0 | 0
 | Call 2 | 0 | 0 | 0 | 0.528
 | Call 3 | 0 | 0 | 0 | 0.457
 | AHT | 00:00:00 | 00:00:00 | 11:34:00 | 09:51:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0 | 0 | 0.8348 | 0.8698
 | Sales Leads | 0 | 0 | 0 | 0
 | Emailer | 0 | 0 | 16 | 19
 | Surveys Completed
 | Query Resolved
 | Analyst Knowledge
 | Analyst Attitude
 | Overall Satisfaction
ASHDEN THOMSON
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
13 | Demonstrates high energy and positive tone throughout the call | 1 | 0 | 2 | 2 | 1
 | Refrains from use of jargon, slang and technical terminology | 2 | 3 | 2 | 2 | 1
 | Proactively builds rapport and demonstrates empathy | 1 | 1 | 0 | 3 | 0
 | Is professional and demonstrates a passion for helping the customer | 2 | 3 | 2 | 2 | 1
 | Appropriately questions - what, where, how when, who? | 3 | 3 | 3 | 3 | 1
 | Recaps all relevant information to confirm understanding | 3 | 3 | 3 | 3 | 1
 | Demonstrates the appropriate level of technical knowledge | 3 | 2 | 2 | 2 | 1
 | Allows customer to speak and doesn’t make assumptions | 2 | 1 | 2 | 2 | 1
 | Actively listens to customer | 3 | 1 | 2 | 3 | 1
 | Discuss options available and agree best way forward | 2 | 3 | 2 | 3 | 1
 | Inspires customer confidence & demonstrates flexibility | 2 | 2 | 3 | 3 | 1
 | Demonstrates forward thinking | 1 | 3 | 1 | 3 | 1
 | Takes ownership and makes it easy for customer | 2 | 3 | 3 | 3 | 1
 | Set and agree timescales for future contact | 3 | 3 | 3 | 3 | 1
 | Resolved the issue in an efficient manner | 2 | 3 | 2 | 2 | 1
 | Coaches the customer using best practice and policy | 1 | 2 | 2 | 2 | 0
 | All information captured in FMS including instance contact details | 2 | 0 | 3 | 1 | 1
 | Activity logged under correct FMS code | 3 | 2 | 2 | 2 | 1
 | DPA completed | 3 | 3 | 3 | 3 | 1
 | All notes are clear concise and reflective of conversation | 3 | 3 | 3 | 3 | 1
 | Call 1 | 0.854 | 0.79 | 0.899 | 0.85 | 0.869
 | Call 2 | 0.565 | 0.868 | 0.674 | 0.913
 | Call 3 | 0.856 | 0.618 | 0.798 | 0.745
 | AHT | 08:20:00 | 07:36:00 | 07:32:00 | 06:22:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0.9519 | 0.9321 | 0.9613 | 0.9424
 | Sales Leads | 10 | 4 | 1 | 2
 | Emailer | 69 | 33 | 52 | 53
 | Surveys Completed | 4 | 5 | 3 | 7
 | Query Resolved | 7.25 | 3.8 | 4.67 | 8.86
 | Analyst Knowledge | 8.25 | 4.6 | 4 | 9.86
 | Analyst Attitude | 8.75 | 4.6 | 4.67 | 9.86
 | Overall Satisfaction | 0.8083 | 0.4333 | 0.4444 | 0.9524
DANIEL WHEAL
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 3 | 3 | 2 | 2
 | Refrains from use of jargon, slang and technical terminology | 2 | 3 | 3 | 3
 | Proactively builds rapport and demonstrates empathy | 2 | 2 | 0 | 0
 | Is professional and demonstrates a passion for helping the customer | 2 | 2 | 2 | 1
 | Appropriately questions - what, where, how when, who? | 2 | 3 | 1 | 3
 | Recaps all relevant information to confirm understanding | 3 | 3 | 2 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 3 | 2 | 3
 | Allows customer to speak and doesn’t make assumptions | 3 | 2 | 3 | 3
 | Actively listens to customer | 3 | 3 | 3 | 3
 | Discuss options available and agree best way forward | 1 | 3 | 1 | 2
 | Inspires customer confidence & demonstrates flexibility | 3 | 3 | 2 | 1
 | Demonstrates forward thinking | 1 | 2 | 1 | 2
 | Takes ownership and makes it easy for customer | 3 | 3 | 2 | 2
 | Set and agree timescales for future contact | 2 | 2 | 3 | 3
 | Resolved the issue in an efficient manner | 2 | 2 | 1 | 1
 | Coaches the customer using best practice and policy | 1 | 3 | 1 | 2
 | All information captured in FMS including instance contact details | 2 | 1 | 0 | 0
 | Activity logged under correct FMS code | 2 | 1 | 2 | 3
 | DPA completed | 2 | 2 | 1 | 3
 | All notes are clear concise and reflective of conversation | 3 | 1 | 1 | 1
 | Call 1 | 0.67 | 0.835 | 0.187 | 0.453
 | Call 2 | 0.76 | 0.689 | 0.531 | 0.883
 | Call 3 | 0.745 | 0.624 | 0.883 | 0.662
 | AHT | 07:19:00 | 05:26:00 | 08:29:00 | 07:08:00
 | ACW | 0.0001 | 0 | 0 | 0
 | Adherence | 0.9033 | 0.9546 | 0.9459 | 0.9506
 | Sales Leads | 11 | 13 | 6 | 1
 | Emailer | 16 | 24 | 59 | 39
 | Surveys Completed | 5 | 10 |  | 2
 | Query Resolved | 7.4 | 5.1 |  | 10
 | Analyst Knowledge | 9.6 | 7.8 |  | 10
 | Analyst Attitude | 9.6 | 8.4 |  | 10
 | Overall Satisfaction | 0.8867 | 0.71 |  | 1
[NAME]
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 3 | 3 | 1 | 3
 | Refrains from use of jargon, slang and technical terminology | 3 | 3 | 3 | 3
 | Proactively builds rapport and demonstrates empathy | 0 | 1 | 0 | 0
 | Is professional and demonstrates a passion for helping the customer | 2 | 2 | 2 | 2
 | Appropriately questions - what, where, how when, who? | 1 | 1 | 2 | 2
 | Recaps all relevant information to confirm understanding | 3 | 1 | 3 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 2 | 3 | 2
 | Allows customer to speak and doesn’t make assumptions | 1 | 2 | 3 | 3
 | Actively listens to customer | 3 | 2 | 3 | 3
 | Discuss options available and agree best way forward | 1 | 2 | 2 | 2
 | Inspires customer confidence & demonstrates flexibility | 2 | 2 | 3 | 2
 | Demonstrates forward thinking | 2 | 3 | 2 | 2
 | Takes ownership and makes it easy for customer | 2 | 3 | 1 | 2
 | Set and agree timescales for future contact | 2 | 3 | 3 | 3
 | Resolved the issue in an efficient manner | 1 | 1 | 2 | 2
 | Coaches the customer using best practice and policy | 1 | 3 | 2 | 1
 | All information captured in FMS including instance contact details | 0 | 0 | 1 | 1
 | Activity logged under correct FMS code | 2 | 1 | 3 | 3
 | DPA completed | 2 | 1 | 3 | 3
 | All notes are clear concise and reflective of conversation | 2 | 2 | 2 | 3
 | Call 1 | 0.389 | 0.498 | 0.614 | 0.546
 | Call 2 | 0.632 | 0.752 | 0.793 | 0.869
 | Call 3 | 0.821 | 0.437 | 0.779 | 0.846
 | AHT | 09:20:00 | 10:44:00 | 09:18:00 | 08:52:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0.9758 | 0.9316 | 0.9635 | 0.9755
 | Sales Leads | 6 | 2 | 6 | 9
 | Emailer | 90 | 52 | 83 | 76
 | Surveys Completed
 | Query Resolved
 | Analyst Knowledge
 | Analyst Attitude
 | Overall Satisfaction
[NAME]
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 2 | 3 | 1 | 3
 | Refrains from use of jargon, slang and technical terminology | 3 | 3 | 3 | 2
 | Proactively builds rapport and demonstrates empathy | 1 | 2 | 0 | 2
 | Is professional and demonstrates a passion for helping the customer | 2 | 3 | 3 | 2
 | Appropriately questions - what, where, how when, who? | 3 | 3 | 3 | 3
 | Recaps all relevant information to confirm understanding | 3 | 3 | 3 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 3 | 3 | 3
 | Allows customer to speak and doesn’t make assumptions | 2 | 3 | 1 | 2
 | Actively listens to customer | 3 | 3 | 3 | 3
 | Discuss options available and agree best way forward | 3 | 3 | 3 | 2
 | Inspires customer confidence & demonstrates flexibility | 3 | 3 | 3 | 2
 | Demonstrates forward thinking | 1 | 3 | 3 | 1
 | Takes ownership and makes it easy for customer | 3 | 2 | 3 | 3
 | Set and agree timescales for future contact | 3 | 3 | 3 | 3
 | Resolved the issue in an efficient manner | 2 | 3 | 3 | 2
 | Coaches the customer using best practice and policy | 1 | 3 | 3 | 2
 | All information captured in FMS including instance contact details | 1 | 0 | 3 | 0
 | Activity logged under correct FMS code | 3 | 2 | 3 | 3
 | DPA completed | 3 | 3 | 3 | 3
 | All notes are clear concise and reflective of conversation | 2 | 3 | 3 | 3
 | Call 1 | 0.618 | 0.939 | 0.873 | 0.872
 | Call 2 | 1 | 0.939 | 0.899 | 0.726
 | Call 3 | 0.696 | 0.757 | 0.918 | 0.737
 | AHT | 08:31:00 | 08:40:00 | 07:21:00 | 08:02:00
 | ACW | 0.0002 | 0 | 0 | 0
 | Adherence | 0.9801 | 0.9826 | 0.975 | 0.9743
 | Sales Leads | 15 | 4 | 3 | 9
 | Emailer | 103 | 87 | 48 | 44
 | Surveys Completed | 4 | 1 | 12 | 2
 | Query Resolved | 5.25 | 10 | 9.08 | 10
 | Analyst Knowledge | 8.5 | 10 | 9.5 | 10
 | Analyst Attitude | 9.75 | 10 | 9.75 | 10
 | Overall Satisfaction | 0.7833 | 1 | 0.9444 | 1
[NAME]
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 2 | 3 | 3 | 3
 | Refrains from use of jargon, slang and technical terminology | 2 | 3 | 3 | 3
 | Proactively builds rapport and demonstrates empathy | 0 | 1 | 1 | 2
 | Is professional and demonstrates a passion for helping the customer | 3 | 3 | 2 | 3
 | Appropriately questions - what, where, how when, who? | 3 | 2 | 2 | 3
 | Recaps all relevant information to confirm understanding | 3 | 2 | 3 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 3 | 2 | 2
 | Allows customer to speak and doesn’t make assumptions | 3 | 2 | 2 | 3
 | Actively listens to customer | 3 | 3 | 3 | 2
 | Discuss options available and agree best way forward | 1 | 2 | 1 | 3
 | Inspires customer confidence & demonstrates flexibility | 2 | 3 | 3 | 2
 | Demonstrates forward thinking | 2 | 2 | 1 | 2
 | Takes ownership and makes it easy for customer | 3 | 3 | 2 | 3
 | Set and agree timescales for future contact | 3 | 2 | 2 | 3
 | Resolved the issue in an efficient manner | 2 | 2 | 1 | 2
 | Coaches the customer using best practice and policy | 0 | 2 | 1 | 3
 | All information captured in FMS including instance contact details | 0 | 0 | 0 | 1
 | Activity logged under correct FMS code | 2 | 3 | 2 | 3
 | DPA completed | 3 | 2 | 3 | 1
 | All notes are clear concise and reflective of conversation | 2 | 2 | 2 | 3
 | Call 1 | 0.722 | 0.894 | 0.835 | 0
 | Call 2 | 0.715 | 0.483 | 0.516 | 0
 | Call 3 | 0.597 | 0.798 | 0.625 | 0.939
 | AHT | 09:25:00 | 09:29:00 | 09:34:00 | 10:01:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0.9749 | 0.9931 | 0.9823 | 0.95
 | Sales Leads | 6 | 2 | 4 | 0
 | Emailer | 49 | 46 | 34 | 54
 | Surveys Completed
 | Query Resolved
 | Analyst Knowledge
 | Analyst Attitude
 | Overall Satisfaction
LUCY REDBURN
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 3 | 3 | 3 | 3
 | Refrains from use of jargon, slang and technical terminology | 3 | 3 | 2 | 3
 | Proactively builds rapport and demonstrates empathy | 1 | 1 | 1 | 1
 | Is professional and demonstrates a passion for helping the customer | 3 | 3 | 3 | 3
 | Appropriately questions - what, where, how when, who? | 3 | 3 | 3 | 3
 | Recaps all relevant information to confirm understanding | 3 | 3 | 3 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 3 | 3 | 3
 | Allows customer to speak and doesn’t make assumptions | 3 | 2 | 3 | 3
 | Actively listens to customer | 3 | 3 | 3 | 3
 | Discuss options available and agree best way forward | 3 | 3 | 3 | 3
 | Inspires customer confidence & demonstrates flexibility | 3 | 3 | 3 | 3
 | Demonstrates forward thinking | 1 | 3 | 3 | 3
 | Takes ownership and makes it easy for customer | 3 | 3 | 3 | 3
 | Set and agree timescales for future contact | 3 | 3 | 3 | 3
 | Resolved the issue in an efficient manner | 2 | 3 | 3 | 2
 | Coaches the customer using best practice and policy | 1 | 2 | 3 | 1
 | All information captured in FMS including instance contact details | 0 | 0 | 0 | 1
 | Activity logged under correct FMS code | 3 | 1 | 3 | 3
 | DPA completed | 3 | 2 | 3 | 3
 | All notes are clear concise and reflective of conversation | 3 | 1 | 1 | 2
 | Call 1 | 0.842 | 0.494 | 0.865 | 0.79
 | Call 2 | 0.7 | 0.79 | 0.857 | 0.808
 | Call 3 | 0.897 | 0.808 | 0.808 | 0.88
 | AHT | 08:08:00 | 09:06:00 | 07:53:00 | 07:32:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0.9423 | 0.9485 | 0.9583 | 0.9412
 | Sales Leads | 2 | 11 | 5 | 7
 | Emailer | 49 | 33 | 81 | 82
 | Surveys Completed
 | Query Resolved
 | Analyst Knowledge
 | Analyst Attitude
 | Overall Satisfaction
[NAME]
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 3 | 3 | 3 | 3
 | Refrains from use of jargon, slang and technical terminology | 2 | 3 | 2 | 3
 | Proactively builds rapport and demonstrates empathy | 2 | 0 | 0 | 0
 | Is professional and demonstrates a passion for helping the customer | 3 | 3 | 3 | 2
 | Appropriately questions - what, where, how when, who? | 3 | 2 | 2 | 3
 | Recaps all relevant information to confirm understanding | 3 | 3 | 2 | 3
 | Demonstrates the appropriate level of technical knowledge | 2 | 2 | 2 | 3
 | Allows customer to speak and doesn’t make assumptions | 0 | 2 | 2 | 3
 | Actively listens to customer | 3 | 3 | 3 | 3
 | Discuss options available and agree best way forward | 3 | 2 | 3 | 3
 | Inspires customer confidence & demonstrates flexibility | 2 | 3 | 3 | 3
 | Demonstrates forward thinking | 2 | 2 | 3 | 3
 | Takes ownership and makes it easy for customer | 3 | 1 | 3 | 3
 | Set and agree timescales for future contact | 3 | 3 | 3 | 3
 | Resolved the issue in an efficient manner | 3 | 2 | 2 | 3
 | Coaches the customer using best practice and policy | 2 | 0 | 2 | 3
 | All information captured in FMS including instance contact details | 2 | 1 | 2 | 3
 | Activity logged under correct FMS code | 3 | 1 | 2 | 3
 | DPA completed | 3 | 2 | 2 | 2
 | All notes are clear concise and reflective of conversation | 3 | 2 | 2 | 3
 | Call 1 | 0.894 | 0.869 | 0.599 | 0
 | Call 2 | 0.854 | 0.247 | 0.667 | 0.944
 | Call 3 | 0.806 | 0.625 | 0.883 | 0.944
 | AHT | 09:14:00 | 09:41:00 | 09:04:00 | 08:21:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 0.9876 | 0.9657 | 0.982 | 0.9642
 | Sales Leads | 8 | 3 | 3 | 3
 | Emailer | 156 | 102 | 134 | 99
 | Surveys Completed
 | Query Resolved
 | Analyst Knowledge
 | Analyst Attitude
 | Overall Satisfaction
SHAUN CASEY
AUDITS |  | 2014-10-01 00:00:00 | 2014-11-01 00:00:00 | 2014-12-01 00:00:00 | 2015-01-01 00:00:00 | 2015-02-01 00:00:00 | 2015-03-01 00:00:00 | 2015-04-01 00:00:00 | 2015-05-01 00:00:00 | 2015-06-01 00:00:00 | 2015-07-01 00:00:00 | 2015-08-01 00:00:00 | 2015-09-01 00:00:00
12 | Demonstrates high energy and positive tone throughout the call | 3 | 3 | 3 | 2 | 1
 | Refrains from use of jargon, slang and technical terminology | 3 | 3 | 3 | 1 | 1
 | Proactively builds rapport and demonstrates empathy | 2 | 3 | 3 | 2 | 0
 | Is professional and demonstrates a passion for helping the customer | 3 | 3 | 3 | 2 | 1
 | Appropriately questions - what, where, how when, who? | 2 | 3 | 3 | 2 | 1
 | Recaps all relevant information to confirm understanding | 3 | 3 | 3 | 2 | 1
 | Demonstrates the appropriate level of technical knowledge | 3 | 3 | 3 | 2 | 1
 | Allows customer to speak and doesn’t make assumptions | 3 | 3 | 2 | 2 | 0
 | Actively listens to customer | 3 | 3 | 3 | 2 | 0
 | Discuss options available and agree best way forward | 2 | 3 | 3 | 2 | 1
 | Inspires customer confidence & demonstrates flexibility | 3 | 3 | 3 | 2 | 1
 | Demonstrates forward thinking | 3 | 3 | 3 | 2 | 1
 | Takes ownership and makes it easy for customer | 2 | 2 | 3 | 2 | 1
 | Set and agree timescales for future contact | 3 | 3 | 3 | 2 | 1
 | Resolved the issue in an efficient manner | 1 | 3 | 3 | 2 | 1
 | Coaches the customer using best practice and policy | 3 | 3 | 2 | 0 | 1
 | All information captured in FMS including instance contact details | 3 | 1 | 1 | 2 | 1
 | Activity logged under correct FMS code | 3 | 3 | 3 | 2 | 1
 | DPA completed | 2 | 3 | 3 | 2 | 1
 | All notes are clear concise and reflective of conversation | 3 | 3 | 3 | 2 | 1
 | Call 1 | 0.944 | 0.876 | 0.865 | 0.899 | 0.876
 | Call 2 | 0.85 | 0.939 | 0.939 | 0.925
 | Call 3 | 0.719 | 1 | 0.955 | N/A
 | AHT | 05:34:00 | 03:54:00 | 02:25:00 | 02:44:00
 | ACW | 0 | 0 | 0 | 0
 | Adherence | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1
 | Sales Leads | 16 | 13 | 4 | 10
 | Emailer | 17 | 4 | 2 | 2
 | Surveys Completed | 1 |  | 4
 | Query Resolved | 10 |  | 8.75
 | Analyst Knowledge | 10 |  | 9.5
 | Analyst Attitude | 10 |  | 9.5
 | Overall Satisfaction | 1 |  | 0.925