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KPIs in ‘Business frameworks’
tagged with ‘agent’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
Listed in:
ITIL Service Desk
,
Cobit Manage Service Desk & Incidents
,
ASL Incident management
,
MOF Service Desk
,
Call Center (Inbound)
,
IT Service Desk & Support
,
Help / Support Desk
Tags:
agent
,
call
,
Employee
,
Service Request
,
handler
,
staff
,
request
,
support ticket
This KPI is most used for:
Operational Excellence
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