Agent-load

Welcome to the Agent-load subject, the available knowlege bank articles are displayed below.

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Average Response Time (ART)

Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View

Incoming Call Dimensions

Here are some of the key dimensions of an incoming call Call >> Network … View

Occupancy, Agent-load & Work-load Calculation

Working example to see the interaction of these three key elements View

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