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New to Working Remotely? Three Perspectives to Consider for the Short Term and the Long Run

Momentum Telecom

In the US, more than 93 percent of Americans have access to broadband, compared to only approximately 75 percent in 2010². More than just simply tracking the number of inbound and outbound calls, a SaaS call reporting tool like Momentum Voice Analytics lets you view a broad spectrum of metrics.

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Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

A third factor or metric is often added to Service Level: that is Abandoned Calls. Abandoned Calls can be defined as the percentage of callers who elect to hang up, or abandon while waiting in the queue before an agent answers the call. This content was originally created in 2010 and was updated in 2018.