Across
- 5. a call or other type of contact initiated to a call center that is ended before any conversation occurs
- 7. measures the average duration of a customer service interaction
- 8. hours worked by a single resource over forty (40) hours in a single calendar week
Down
- 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. 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. 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. Call center metrics provide important data that can help you improve the customer experience.
- 6. the amount of something allocated to a particular person.