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This introductory guide to Service Desk Metrics includes definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below. Download the full eBook today!

% of calls answered in 30 seconds, agent job satisfaction, agent occupancy, agent schedule adherence, agent utilization, agents as a % of total headcount, annual agent turnover, average speed of answer, call abandonment rate, call quality, cost per inboun
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Jeff Rumburg | MetricNet
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