Teleservice - EBS (MOSC)

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Email Center :Replied per Agent calculation

edited Feb 11, 2013 10:02PM in Teleservice - EBS (MOSC) 1 commentAnswered
Hi,


1.How is the Replied per Agent Hour calculated? Are replies, deleted and transferred considered part of this number? Are breaks, lunch and other activities removed from time?

2. Replied within service level – what is the goal, can it be changed?

Please help me on this.

Thanks.

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