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