Need your help.
I wish to come up with a Survey calculator(CSAT calculator) for my team. CSAT is basically the satisfied customer response from our customer service surveys.
Say the CSAT goal is 78%
And my agent is currently running at 75% CSAT
With the raw computation of 3 / 4 (CSAT/TOTAL surveys)
The formula that I need is to compute for the number of CSATs my agent needs to get for him to hit the 78% goal.