Abandon rate Agent burnout call center software Groups 
Fonolo
AUGUST 3, 2021
Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.
Noble Systems
OCTOBER 21, 2020
Which one is best can vary by call center, department, or even by campaign. We’ll discuss some of the more common ACD routing tactics: Fixed Routing : ACD calls go to agents in a standard order, with each call starting at the top of the group, ringing for a specified time, and then passing to the next agent until someone answers.
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