conversion rate
πριν περίπου 12χ. Completion rate
πριν περίπου 12χ. ASA, AHT, % within Service Level, Ahrinkage, Occupancy
πριν περίπου 12χ. Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
πριν περισσότερο από 12χ. average handle time
abandon rate
customer satisfaction
πριν περισσότερο από 12χ. Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
πριν περισσότερο από 12χ. Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
πριν περισσότερο από 12χ. FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
πριν περίπου 13χ. Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
πριν περίπου 13χ. CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
πριν περίπου 13χ. Sales - £s, conversion rate, telephony talk-time %, QA
πριν περίπου 13χ. ASA
AHT
Abandon Rate
Cost per Call
Service Level
πριν περίπου 13χ. ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
πριν περίπου 13χ. Seated time Idle time + Talk time / Scheduled time to be on phone. Scheduled time is the time paid minus the time that has been approved to be off phone as in "Approved Shrinkage" (break time, training time, feedback session...)
πριν περίπου 13χ. CSAT, AHT, FCR, Transfers, Sales.
πριν περίπου 13χ. abandon rate
transfers per hour
sales per hour
first call resolution
πριν περίπου 13χ.