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The key metrics *from the ACD* for the IS&T CS Operational Metrics section and Quarterly Report are:

* Calls offered per day

* Average Wait

* Abandon Rate

* Agent Hours per day

You can compile quick versions of these with calculations based on readings from the ACD in once-per-quarter reports.

 

See the attached Word file for exactly how.
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{viewdoc:name=Quick ACD Reporting for the Quarterly Reports.doc}