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Old 07-11-2004, 06:01 PM
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Join Date: Jul 2004
Location: USA
Posts: 0
Performance Measurement
Hi

I am trying to find out how do we calculate performance in call centre scenerio

I am trying to measure performance on AHT and this is how I am doing and would like to know if this is correct

AHT Performance : Goal - Actaul/Actaul
CSAT Performance : Goal - Actaul/Goal

Please let me know how to calculate performace in these scenerio

Thanks
Thiru
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