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| Formula | Description |
|---|---|
| CallsTaken * 100 / CallsOfferredWithoutShortHangups | The ratio percentage between calls taken and calls offered without short hangups. |
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| Formula | Description |
|---|---|
| CallsBroken * 100 / CallsOfferred | The ratio percentage between calls broken and calls offered. |
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| Formula | Description |
|---|---|
| AnswerTimeTotal / AnswerTimeCalls | The ratio between the total answer time duration and divide by the number of calls answered. |
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| Formula | Description |
|---|---|
| DurationTimeCall / CallsOfferred | The ratio between the total call time duration and divided by the number of calls offered. |
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| Formula | Description |
|---|---|
| DurationPostCall / CallsOfferred | The ratio between the total post call time duration and divided by the the number of calls offered. |
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| Formula | Description |
|---|---|
| DurationEdit / CallsTaken | The ratio between the total edit duration time and divided by the number of calls taken. |
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