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The abandon rate is the percentage of calls that are

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Unformatted text preview: ons about your order, please call: (805) 614-0123 Extension 21 Copyright © 193 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. GLOSSARY OF TERMS Copyright © 195 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Glossary of Terms A Abandon Rate: This is the percentage of calls that get connected to the ACD, but get disconnected by the caller before reaching an agent, or before completing a process within the IVR. The abandon rate is the percentage of calls that are abandoned compared to calls received. ACD: Automatic Call Distributor. A device that forwards incoming calls to the next available agent or answering position. Adherence to Schedule: A measure of whether agents are “on the job” as scheduled. This percentage represents how closely an agent adheres to his/her detailed work schedule as provided by the workforce management system. 100% adherence means that the agent was exactly where they were supposed to be at the time projected in their schedule. The scheduled time allows for meetings with the supervisor, education, plus answering customer phone calls. The question, “how often do agents deviate from their schedule” is answered by this metric. After Call Work Time: This is the average amount of time an agent spends on performing follow-up work after the agent has disconnected from the caller. The data for after call work time is taken from the ACD and should be calculated by individual and group, daily, weekly, and monthly. Agent: A general term for someone who handles telephone calls in a call center. Other common names for the same job include, but are not limited to: operator, attendant, representative, customer service representative (CSR). Agent Turnover: The total numbers of agents that left the center during a specified period divided by the sum of the number of agents at the beginning of the specified period and the number of newly-hired agents during the same period, less the total number who left during the specified period. ANI: Automatic Number Identification. ANI is a service of telecommunications carriers, which identifies the telephone number of the calling party. It is commonly used for billing, call routing and database synchronization. There are several specific technologies that fit under the umbrella of ANI, including caller ID. Auxiliary Time in Percent: This is the average amount of time per shift, in percent, that an agent is logged into an Aux state. This should include all authorized off-line time, i.e., time set aside for handling e-mails, training, or other job-related tasks. Average Attendance in Percent: This is a percentage representing how often an agent is NOT absent from wo...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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