Call abandon rate—Service Desk Sample Clauses

Call abandon rate—Service Desk. The monthly Call abandon rate Service Level shall be calculated by taking the total number of Calls coded as “Call Abandon”, for the applicable month, and dividing them by the total number of Calls received in that month. A Call received at the Service Desk telephone switch that disconnects during the period beginning when the caller is placed in the Service Desk technician Call queue and ending when a Service Desk technician answers the Call is considered abandoned. If the caller hangs up after using self-help or hearing the status message, the Call is not considered abandoned. The Call abandon rate is the percentage of times that a caller who selects to talk to a customer service representative (“CSR”) drops off the Call before talking with a CSR. The Call abandon rate shall be measured using the Service Desk “ACD”-provided statistics.
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Related to Call abandon rate—Service Desk

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