Time Is on My Side

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Across
  1. 1. Ascent
  2. 3. Goal that ignores abandoned callers
  3. 4. Strengths, Weaknesses, Opportunities, & Threats
  4. 5. Once upon a ___
  5. 7. "Familiar" sound
  6. 8. Line from "The Terminator" (3 wds.)
  7. 10. Lines
  8. 11. Game of jumps
  9. 14. Verb that can be shortened to a single letter
  10. 16. Star Trek role for Brent Spiner
  11. 17. Is it okay if I put you on ___?
  12. 19. Effortless
  13. 20. Lost calls
  14. 24. Caller's patience limit? (3 wds.)
  15. 26. Greatest in number
  16. 27. They're always right
  17. 28. Stones'(Can't Get No)
  18. 29. +/- FTE (2 wds.)
  19. 32. = (Volume × AHT)
  20. 33. Contact Center's main feed?
Down
  1. 1. Not historical
  2. 2. Jack be nimble, Jack be ___
  3. 4. =(Calls Answered in x seconds ÷ Offered) (2 wds.)
  4. 6. Back to the ___
  5. 9. Xanadu musical grp.
  6. 12. "There's no such thing as an industry ___"
  7. 13. A virtual queue that can be mixed with inbounds
  8. 15. Probabilities
  9. 17. Jump on one foot
  10. 18. Ages and ages
  11. 21. WFM: A blend of ___ & science
  12. 22. Boxer's schedule?
  13. 23. Meeting platform with virtual backgrounds
  14. 25. Melody
  15. 30. Side × side, for a square
  16. 31. It gets wetter the more it dries