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Consolidating data warehouse tables

Average Delay of Delayed Calls (DLYDLY) The average wait callers experience when awaiting connecting with a Brand Specialist.

Average Delay to Abandon The average time callers wait before the call is abandoned. Base Staff The minimum number of Brand Specialists necessary to maintain service levels over a given period of time.

Agent Availability Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls.

This establishes the workings of all the components necessary to the system and how they are integrated.Abandoned Before Threshold A key performance indicator (KPI) measuring number of calls disconnected before reaching a previously established time threshold. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule.Abandoned Call A phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit. Also used to measure the Brand Specialist’s ability to adhere to a script, message, policy, practice or process as trained.Agent Utilization Measured as a percentage or in raw time, utilization compares a Brand Specialist’s in-call and/or after-call work time to their total logged or clocked time. Analytics (Contact Center Analytics) Using a variety of methods to collect customer data across all platforms in an effort to identify customer needs, increase customer engagement, optimize call center performance and increase customer satisfaction levels. Announcement A pre-recorded directive played to callers.Often used in reference to the visual representation of data driven insights. May include pre-interactive voice response brand promotions, as an example.

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During this time, Brand Specialists will not receive calls.

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