The average length of time a caller holds before abandoning the call or being helped by an analyst. Also called Average Hold Time . #WorkforceManagement #SupportOperations #Metrics #Staffing
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
A measure expressed as a percentage of the total time ( AHT ) spent by an analyst divided by the total time available. For a half-hour, the calculation is (Call Volume × Average Handle Time in Seconds) ÷ (Number of Agents × 1,800 seconds). #PerformanceManagement #WorkforceManagement ...
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels
1) Labor turnover is the percentage of employees who leave a company or organization (through resignation, attrition or involuntary separation) during a given period; also, the number of employees hired to fill vacant positions during a given period, usually one year. 2) Financial turnover is...
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. They are typically technical...
A worker who is physically located somewhere other than fellow members of a team or company, but who is able to act as if there were no separation. For example, a support center staff may add virtual workers who are not in the support center, but who answer phones or e-mail as if they were...
Using telecommunications to work from home or other locations instead of at an organization’s office. #Staffing #WorkforceManagement #People #SupportModels #SupportOperations #Scheduling
The technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They are involved when the ticket cannot be resolved by either level 1 or level 2, and when there is high business impact or urgency....
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A computer monitor that enables supervisors to monitor the call-handling statistics of their supervisory groups or teams. #WorkforceManagement #Technology #SupportOperations