Inbound Phone Metrix

Should use the calls answered to track your Inbound arrival pattern?

• TRUE

• FALSE

Does the number of abandoned calls have relation with volume of offered calls ?

• YES

• NO

While speed if answer is poor , so the Abdn rate is ?

• Poor

• Good

Service Level in Real Time transactions is best defined as:

• Average time a caller must wait in the queue before an agent answers

• Usually expressed in percent of customers answered in a given time period

• Percentage = (Actual time Agent is logged in during scheduled shift divided by the time Agent was scheduled to handle calls)

• None of the above

Service from where does it start

• From once answered

• Once offered