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