volume, average time spent on phone
quality, evaluation of chats <*>, delivery, grammar, spelling, resolution, Customer Satisfaction?, Correct Response?
volume, average time spent on livechat
volume, #of responses in x days (have set averages)
quality, passive check, x #of predefined reply emails <*>, x #of custom reply emails <*>, active check, flagged in webdoc by Amber for review, Gerard to notify Amber of poor responses as well
specific examples of strong service
specific examples that require improvement
how this can be done, retraining?, restructure process?
job satisfaction level