conversion rate
siis peaaegu 12a tagasi Completion rate
siis peaaegu 12a tagasi ASA, AHT, % within Service Level, Ahrinkage, Occupancy
siis peaaegu 12a tagasi Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
siis rohkem kui 12a tagasi average handle time
abandon rate
customer satisfaction
siis rohkem kui 12a tagasi Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
siis rohkem kui 12a tagasi Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
siis rohkem kui 12a tagasi FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
siis peaaegu 13a tagasi Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
siis peaaegu 13a tagasi CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
siis peaaegu 13a tagasi Sales - £s, conversion rate, telephony talk-time %, QA
siis peaaegu 13a tagasi ASA
AHT
Abandon Rate
Cost per Call
Service Level
siis peaaegu 13a tagasi ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
siis peaaegu 13a tagasi 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...)
siis peaaegu 13a tagasi CSAT, AHT, FCR, Transfers, Sales.
siis peaaegu 13a tagasi abandon rate
transfers per hour
sales per hour
first call resolution
siis peaaegu 13a tagasi