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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.

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