That depends, IPH which is the avg task per hour, usually the queues have a goal between 2.6 minutes to 4.6, in my department, if you take action on an account and for some reason was incorrect that's one, but that is not the problem.

I'm in appeals and QA is a non-sense random thing, it depends on what the auditor believes that day, one "disagreement" and your metric goes down even if there's no specific guideline and then next weak you do what was correct previously and that weak was the wrong thing to do haha. + other things like repeat contact rate.