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h1. Quick ACD Reporting for the Quarterly Reports |
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The key metrics *from the ACD* for the IS&T CS Operational Metrics section and Quarterly Report are: |
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* Calls offered per day |
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* Average Wait |
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* Abandon Rate |
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* Agent Hours per day |
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You can compile quick versions of these with calculations based on readings from the ACD in once-per-quarter reports. |
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See the attached Word file for exactly how.
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See the attached Word file for exactly how.
{attachments:old=true|upload=true}
{viewdoc:name=Quick ACD Reporting for the Quarterly Reports.doc} |