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