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Telephony Metrics

Operations 360

Telephony Metrics

Where can I see Telephony Metrics? (Service Desk only)

Click on Additional and navigate to Telephony Metrics.

You can choose the period for the following widgets:

  • Abandon Rate
  • Average Speed of Answer
  • Average Handle Time
  • First Contact Resolve

Telephony Metrics Page

Telephony Metrics Trend: FCR vs. Avg Handle Time

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