Please be honest when completing this diagnostic - the results are designed to give your clarity on how your contact centre is performing against key KPI's for the contact centre industry.
If your contact centre tracks these differently then please consider your baseline KPI tolerances and subtracts + or - 5% to give you the closest rating, once complete you will receive your efficiency score within 24 hours with some trouble shooting guidance on potential problem areas.
Where you do not measure one of the KPI's you can select Not applicable although these are suggested KPI's for any contact centre to help monitor customer experience and effectiveness