Performance Measures

Welcome to the Performance Measures subject.

Performance Measures is in the Performance category. - View all

Knowledge Bankview more…knowledge bank rss

Adherence to Work Activity Mode (WAM)

Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View

After Call Work / Wrap - (ACW)

After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View

Available

Also known as Idle or Ready in some ACDs View

White Papersview more…white papers rss

Contact Centre Best Practice (DMA)

Excerpt content from this best practice report.   Read the full best practice white paper below; … View

Productivity ACD Reporting Matrix

The document provides an overview of the key productivity measures View

Schedule Adherence ACD Reporting Measures

Provides an overview of the Key adherence measures to monitor View

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