Scores

Understand how important metrics are calculated in Agent Connect.

A score is the rating applied to a reporting metric. The two most important scores in Medallia Agent Connect reports are Net Promoter Score (NPS) and First Contact Resolution (FCR).

Net Promoter Score (NPS)

NPS is an index ranging from -100 to 100 that measures customers' willingness to recommend your company to others. In the survey sent after an interaction with your company, respondents are asked to rate on an 11-point (0-10) scale the likelihood of recommending your company to a friend or colleague. Based on their rating, customers are classified into one of three categories: promoters, passives, and detractors.

  • Promoters provided a score of a 9 or 10. They love your product or service and are more likely to remain customers, increase their purchases over time, and recommend your company to others.

  • Passives gave a score of 7 or 8. These customers are somewhat satisfied, but could easily switch to a competitor's offering if given the opportunity. They are unlikely to speak poorly of your company, but they are not enthusiastic enough to promote you.

  • Detractors gave a score of 6 or lower. They are not happy with the product or service, and likely will not purchase from you again. Detractors could potentially damage your company's reputation by sharing negative experiences.

Agent Connect calculates your overall NPS by subtracting the percentage of customers who are detractors from the percentage who are promoters, resulting in a score between -100 and 100.

The Company Trends dashboard, for example, can be configured to show the aggregated NPS for all feedback results in the specified time frame:

Aggregated NPS on the Company Dashboard

On the other hand, the Stream shows the NPS score for specific interactions.

NPS for a single interaction on the Stream

First Contact Resolution

First Contact Resolution (FCR) is the count of customer support queries successfully resolved the first time the customer contacted your company. You can use FCR to determine whether your resolution rate is accurate compared to your customers' perception.

In the survey sent after an interaction with your company, customers are asked whether their issue was resolved. They can answer Yes or No, or they can skip the question. Their responses determine the FCR score.

Important: FCR impacts your contact center more than almost any other metric, and is one of the best indicators of whether your team is staffed properly, trained well, or receiving too many calls.
Note: Agent Connect measures FCR across every channel. Do not confuse FCR with First Call Resolution, a common metric that is measured only for the voice channel.

Agent Connect reports show FCR as Percent Resolved or Percent Unresolved, such as on this example Company Trends dashboard:

Percent Resolved on the Company Dashboard

Agent Connect calculates FCR by dividing the number of issues resolved on the first contact by the sum of all contacts that answered the FCR question. Because the answer to the question is Yes or No, the calculation is essentially:

(Yes count) / (Yes count + No count)

And alternative calculation would be Gross FCR, which is the measure of issues resolved on the first contact divided by the total number of all customer contacts. However, this metric is a less accurate reflection of the FCR rate, and so is not used.

Other scores

In addition to the scores above, the following scores are available to be selected on the Metric Configuration page:

Star Rating
The average star rating from customer surveys
Percent Five Star
The percentage of survey responses that are 5 stars specifically
Percent Positive
The percentage of survey responses with a positive review (either 4 or 5 stars)
Percent Negative
The percentage of survey responses with a negative review (either 1, 2, or 3 stars)
Response Rate
The percentage of surveys that received responses
Average Scalar
If you are using a custom scalar question in a survey, this metric tracks the average score for that question