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