Voice Operations

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Across
  1. 5. a call or other type of contact initiated to a call center that is ended before any conversation occurs
  2. 7. measures the average duration of a customer service interaction
  3. 8. hours worked by a single resource over forty (40) hours in a single calendar week
Down
  1. 1. is a voice network management solution that combines management of voice network devices and quality of experience monitoring into a single, intuitive application
  2. 2. the time spent in a queue, the time the agent's phone is ringing, and any time when the customer is put on hold during the call,
  3. 3. the time it takes for calls to be answered from the instant a customer is placed in a queue to the moment an agent answers the call
  4. 4. Call center metrics provide important data that can help you improve the customer experience.
  5. 6. the amount of something allocated to a particular person.