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Glossary |
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Handle Time - The combination of conversation time and after call work time. Handled Call. - A call that is answered by an employee as opposed to being blocked or abandoned. Help Desk. - A call center typically set up to handle calls in support of a product or service. Used most often to describe the customer support operation of computer software or hardware suppliers. Hit Rate. - The number of connected contacts as a percentage of the number of attempts. Home Agent. - An agent that works from home or someplace else other than the actual contact center location. |
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