conversion rate
taxminan 12y. oldin Completion rate
taxminan 12y. oldin ASA, AHT, % within Service Level, Ahrinkage, Occupancy
taxminan 12y. oldin Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
112y.dan ko'p oldin average handle time
abandon rate
customer satisfaction
112y.dan ko'p oldin Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
112y.dan ko'p oldin Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
112y.dan ko'p oldin FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
taxminan 13y. oldin Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
taxminan 13y. oldin CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
taxminan 13y. oldin Sales - £s, conversion rate, telephony talk-time %, QA
taxminan 13y. oldin ASA
AHT
Abandon Rate
Cost per Call
Service Level
taxminan 13y. oldin ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
taxminan 13y. oldin 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...)
taxminan 13y. oldin CSAT, AHT, FCR, Transfers, Sales.
taxminan 13y. oldin abandon rate
transfers per hour
sales per hour
first call resolution
taxminan 13y. oldin