____ is the average number of minutes from when a caller is placed in the queue by an ACD until a live analyst gets on the line.
A) Response time
B) Average speed of answer
C) Abandon rate percent
D) Average wait time
Correct Answer:
Verified
Q42: _ provide the information that the service
Q43: Cost per contact typically _ when contacts
Q44: Which is true about Service Level Agreements
Q45: Who typically negotiates service level agreements?
A)senior IT
Q46: According to the Help Desk Institute, about
Q48: _ is not captured by an ACD.
A)Response
Q49: Which statistic indicates that the service desk
Q50: What is one benefit of organizations such
Q51: Which is true about overall satisfaction surveys?
A)They
Q52: Which type of survey might be used
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