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UVA Help Desk Metrics

Phone Abandonment Rate

The number of abandoned calls divided by the total number of inbound calls. An incoming call is counted as abandoned when the caller hangs up after the first 60 seconds of wait time and before the call is answered by an agent.
Service Level
Less than 7%; averaged monthly

graph showing the percentage of Help Desk calls that are abandoned by
                             the caller before a Help Desk agent answers

  Page Updated: Friday 2018-03-23 15:30:11 EDT