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