Metrics Crossword

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Across
  1. 3. The rate at which someone or something is able to move or operate
  2. 5. How clients reach us
  3. 6. Cases that aren't closed
  4. 7. Performance feedback
  5. 10. Metrics should be ____
  6. 11. Cases that aren't open
Down
  1. 1. What are quantifiable measures used to track business processes to judge the performance level of your business
  2. 2. CSAT measures this for a client
  3. 3. Clients may get this after case closure
  4. 4. The percentage of inbound contacts that were answered within the wait time threshold set in the account. _____ Level
  5. 8. Another word for customer
  6. 9. Average ____ Time