Crossword Concept

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Across
  1. 3. Technical support service for users.
  2. 7. Center handling inbound and outbound calls.
  3. 8. Keyword with # symbol on social media.
  4. 10. Time agents spend not handling calls (breaks, training).
  5. 11. Comparing metrics to industry standards.
  6. 12. Microsoft interface linking apps to telephone services.
Down
  1. 1. Center monitoring and managing telecom networks.
  2. 2. Metric scoring customer loyalty from 0 to 10.
  3. 4. Call that fails due to network congestion.
  4. 5. Selling products/services via phone calls.
  5. 6. Time Time a device maintains an active call on a single battery charge."
  6. 9. Agent working remotely from home.