CSD Process Guide Flashcards by Jessica Jordan | Brainscape

Q

FCR

A

First Contact Resolution

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Q

TTT

A

Time To Triage

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Q

TTC

A

Time To Close

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Q

MTBF

A

Mean Time Between Failures

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Q

TTR

A

Time To Resolve

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Q

IVR

A

Interactive Voice Response

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Q

ACD

A

Automated Call Distribution

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Q

WFO

A

Work Force Optimization

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Q

What phone set does the CSD use?

A

9641 Avaya IP phone set

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Q

3 Types of CSD phone set profiles

A

Analyst
Supervisor
Standard

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