Table of Contents |
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Service - Week Ending 5/2
Accessibility | Speed of Service | ||||
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Call abandons | % of Calls Presented | min:sec | |||
Calls Presented | 1571 | Average speed of answer | 0:17 | ||
Calls Abandoned in Queue | 212 | 13.49% | Average time in queue | 0:38 | |
Calls Abandoned in Voicemail | 10 | .63% | Average call duration | 4:04 | |
Total Abandoned | 222 | 14.13% |
Self Service | |
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Quality - Week Ending 5/2
Call-handling Process | ||||||
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Sufficient scripting and adherence | Shifting focus to continuous improvement | |||||
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Resolution | |
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Resolved by Tier 1 | Resolved by Tier 2 |
Resolved by Tech | |
Efficiency - Week Ending 5/2
Contact Handling | (hh:mm) |
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Average ticket handle time | 04:12 |
Resource Management | |
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Agent Occupancy |
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Staff attrition | Full Staff, according to contract |
Calls offered by hour Staff levels by hour |