conversion rate
Completion rate
ASA, AHT, % within Service Level, Ahrinkage, Occupancy
Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
average handle time
abandon rate
customer satisfaction
Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality