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How to define oppurtunities for mails? – Please help

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    Viti
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    Hi,
    I am doing Quality Check for Mails for our customer support process. The parameters checked are 1) Accuracy 2)TAT 3) Thoroughness 4) Focus 5) Greeting 6)Grammar. Out of 400 mails resolved approximately 20 mails (sample) are checked. The number of mails resolved may vary, however the sample size is always 20 mails.
    Please help me to define oppurtunities for the above. It would be highly appreciated.
    Thanks,
    Jane

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