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Froggy Jumps

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WORD PROBLEM

Créé par

Nerie Kate Oraña

Philippines

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Froggy Jumps COMMON METRICSVersion en ligne WORD PROBLEM par Nerie Kate Oraña 1 Ana handled 20 customer calls during her shift. The total time she spent talking to customers and completing after-call work was 100 minutes. Question: What is Ana's AHT per call? a 5 minutes per call b 4 minutes per call c 3 minutes per call 2 Ben handled 15 calls. His total handling time was 120 minutes. Question: Calculate Ben's average handle time per call. a 10 minutes per call b 9 minutes per call c 8 minutes per call 3 A contact center agent handled 50 customer concerns. Out of these, 40 concerns were completely resolved during the first call. Question: What is the agent's FCR percentage? a 60 % b 70 % c 80 % 4 A contact center received 100 calls. The agent answered 85 calls within the company's target time. Question: What is the service level percentage? a 85 % b 90 % c 95 % 5 A contact center received 200 calls in one day. 20 customers ended the call before speaking with an agent. Question: What is the abandonment rate? a 8 % b 10 % c 12 % 6 Five customers waited the following number of seconds before an agent answered: 10, 20, 15, 25, and 30 seconds. Question: What is the average speed of answer? a 20 seconds b 15 seconds c 10 seconds 7 After a service interaction, 80 out of 100 customers gave a satisfactory rating. Question: What is the CSAT percentage? a 80 % b 85 % c 90 % 8 An agent was available for 8 hours during a shift. The agent spent 6 hours actively handling calls and completing related work. Question: What is the agent's occupancy rate? a 70 % b 75 % c 80 % 9 Carla handled 30 calls during her shift. Each call took an average of 6 minutes to handle. Question: What was Carla's total handling time in minutes? a 150 minutes b 180 minutes c 200 minutes 10 Two agents handled customer calls during the same day: Agent A: 40 calls, 32 resolved on the first call; Agent B: 50 calls, 35 resolved on the first call. Questions: Calculate the FCR percentage of Agent A & B. a 60% & 50% b 70% & 60% c 80% & 70%

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COMMON METRICS

Froggy Jumps

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Froggy Jumps

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Froggy Jumps

COMMON METRICSVersion en ligne

par Nerie Kate Oraña

Ana handled 20 customer calls during her shift. The total time she spent talking to customers and completing after-call work was 100 minutes. Question: What is Ana's AHT per call?

Ben handled 15 calls. His total handling time was 120 minutes. Question: Calculate Ben's average handle time per call.

A contact center agent handled 50 customer concerns. Out of these, 40 concerns were completely resolved during the first call. Question: What is the agent's FCR percentage?

A contact center received 100 calls. The agent answered 85 calls within the company's target time. Question: What is the service level percentage?

A contact center received 200 calls in one day. 20 customers ended the call before speaking with an agent. Question: What is the abandonment rate?

Five customers waited the following number of seconds before an agent answered: 10, 20, 15, 25, and 30 seconds. Question: What is the average speed of answer?

After a service interaction, 80 out of 100 customers gave a satisfactory rating. Question: What is the CSAT percentage?

An agent was available for 8 hours during a shift. The agent spent 6 hours actively handling calls and completing related work. Question: What is the agent's occupancy rate?

Carla handled 30 calls during her shift. Each call took an average of 6 minutes to handle. Question: What was Carla's total handling time in minutes?

Two agents handled customer calls during the same day: Agent A: 40 calls, 32 resolved on the first call; Agent B: 50 calls, 35 resolved on the first call. Questions: Calculate the FCR percentage of Agent A & B.