FCC Record, Volume 27, No. 14, Pages 11771 to 11964, Supplement (August 2012) Page: 11,813
iii, 11771-11964 p. ; 28 cm.View a full description of this book.
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SLR 12 - User Problem Resolution, Speed of Answer
Requirement:
REQ 12: Minimum 90% calls during Normal Business Hours answered by live operators within 10 seconds.
Description:
The interval measurement begins when the caller chooses the option to speak with a live agent and ends when a live
agent answers the call. Calls abandoned before the option to speak with a live agent are not included in the total call
volume count. Calls abandoned after that point, but before the ten-second threshold is reached, also are not induded in
the count.
Measuring Service Level:
The call management system collects data daily on the total number of calls received during normal business hours and
the quantity of those calls answered within 10 seconds.
Calculating and Reporting Service Level Achieved:
The daily counts for each Help Desk business day are added together. The total number of calls answered by live agent
within 10 seconds are divided by the total number of calls received for which caller selects option to speak with live agent
and does not abandon the call after that point in less than 10 seconds. The quotient is expressed as a percentage.
In addition to the percent of eligible calls answered within 10 seconds, the fraction of days the requirement is met also is
displayed as a percentage.
9.16 STATEMENT:
SLR 13 - User Problem Resolution, Abandoned Call Rate
Requirement:
REQ 13: Less than 1.0% abandoned call rate.
Description:
The interval measurement begins when the caller chooses the option to speak with a live agent; the interval ends when
the caller abandons the call, but only after at least ten seconds has elapsed with no answer.
Measuring Service Level:
The call management system collects data daily on the total number of calls received during normal business hours for
which the caller elects to speak with a live agent, and on the quantity of those calls abandoned after the caller has waited
at least 10 seconds for a live agent to answer.
Calculating and Reporting Service Level Achieved:
The total of the daily counts of calls on which the caller abandons the call after waiting at least 10 seconds to speak with
a live agent is divided by the total of the daily counts of calls on which the caller choose the option to speak with a live
agent. The quotient is expressed as a percentage.
Page 4111813
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United States. Federal Communications Commission. FCC Record, Volume 27, No. 14, Pages 11771 to 11964, Supplement (August 2012), book, 2012; Washington D.C.. (https://digital.library.unt.edu/ark:/67531/metadc154716/m1/53/: accessed April 19, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; crediting UNT Libraries Government Documents Department.