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