Core Contact Center KPIs: AHT, ASA, Abandonment & FCR
This lesson is part of the course
In this lesson
You turn one week of Juniper Mobile Care's call data into the four KPIs every contact center reports: AHT, ASA, abandonment rate and first-contact resolution.
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Lessons in this course
- Core Contact Center KPIs: AHT, ASA, Abandonment & FCR Locked
- Traffic Intensity in Erlangs & Occupancy Locked
- Erlang C: the Probability That a Caller Waits Locked
- Service Level & ASA from Erlang C Locked
- Agents Needed for an 80/20 Service Level Locked
- Shrinkage, Scheduled Agents & FTE Locked
- Interval Forecasting: the Intraday Call Profile Locked
- Cost per Contact & Staffing Cost Scenarios Locked