Short Calls

Welcome to the Short Calls subject.

Short Calls is in the Targets category. - View all

Knowledge Bankview more…knowledge bank rss

Agent Short Call Report for ACD Group

This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See Interpretation for Agent Shor… View

Calls Per Hour

Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level.  However, that is all it should be an … View

First Contact Resolution (FCR): Customer Perspective - External Resolved

First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View

White Papersview more…white papers rss

Productivity ACD Reporting Matrix

The document provides an overview of the key productivity measures View

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