June 2022 Monthly Exam

What is defined as the percentage of calls being answered in a specified time?

Call Answered

Service Level

Call Handled

Calls Offered

How to calculate SL or Service Level?

(Calls answered within said duration / Total calls offered) * 100

(Calls answered within threshold / Total calls handled) * 100

(Calls answered within ASA / Total calls offered) * 100

Using the formula from question #2. If the total calls offered were 1000 and the total calls answered within 15 seconds were 900 then the Service level would be?

What is the meaning of 80/20 SL target?

You are expected to answer 80% calls within 20 seconds.

You are expected to answer 20% calls within 80 seconds.

All of the above

None of the above

If the target given to us was 85-15 that is to answer 85% calls in 15 seconds and we have answered 90% calls in 15 seconds, was the SL target is considered met?

Yes

What does ASA measure?

The time a customer spends actively navigating through an IVR

The total time it takes for a customer to reach a live agent.

The average time it takes for a customer to reach a live agent and the time a customer spends actively navigating through an IVR.

The average time it takes for a customer to reach a live agent.

Does abandonment Rate, take into account the number of callers that hang up before they are routed to the agent?

Yes

Occupancy rate is the measurement of how many agents are on staff.

True

False

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June 2022 Monthly Exam

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