Month Calls/Hr CS Score Job Sat. Esc. Res. 1 14,223 90 85 8 91 2 12,554 92 84 10 93 3 10,255 86 89 9 88 4 11,554 84 84 12 87 5 12,745 81 91 11 84 6 12,541 89 88 8 90 Monthly Goals: Calls per Hour (Calls/Hr) 11,500, Customer Service Score (CS Score) 87, Job Satisfaction (Job Sat.) 92, Escalations (Esc.) 10, Resolutions (Res.) 91 Calls per Hour & Escalations Escalations & Resolutions Customer Service Score & Escalations Customer Service Score & Resolutions Job Satisfaction & Resolutions Which two metrics appear to be related