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Application Services Library (ASL)’s goal is the professional development of application management. This is achieved by offering a framework within which the processes of application management are brought in relation to each other.
KPIs in ‘ASL | Information Technology’
tagged with
‘call’
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
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