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08-13-2009, 12:52 PM
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Metric vs Guideline/Forecast?
Hi, this is my first new thread so thanks in advance for any input.
We are working on a statement of work for a Client who has several well defined metrics, i.e., % of calls answered in X seconds. Then there are other line items that I don't necessarily see as a metric but more of a guideline or a forecast, such as, We expect one rep to handle X number of emails per month -- but this is based on the est. length of time to handle the email, how many reps we have on the emails, etc. What do you think an example like this would be grouped under? 
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