Most likely to say this...
Finish this Foodie quote.
AACC METRICS
AACC TERMINOLOGY
HODGE PODGE
100

It is what it is.

Who is Alaeddine!

100

 I lost some weight once, but...

What is...I found it again in the fridge

100
"x" percent of calls answered in "y" seconds
What is Service Level?
100
VHT
What is Virtual Hold Time?
100

• You use this responsibly, so you do not miss important information or recommended dispositions 

USE CONTROL F (Control Find)

What is a queue?

200

I hear you.


Who is Angie!

200

Sorry—I’m in a relationship. With...

What is food. 

200
Calls that abandon while waiting on hold before reaching an agent
What is Abandonment Rate?
200
ACW
What is After Call Work?
200
Center of Kaiser Permanente's Value Compass
What is the Member?
300

Can you explain, What does that look like.

who is Zae

300

Sugar, Spice and ...

What is everything nice.

300
Amount of time an agent spends in phone states, including talk time, after call work, hold time, time in outbound calls with member on hold, time on direct dial inbound calls
What is Average Handling Time (AHT) ?
300
AHT
What is Average Handling Time?
300
IVR
What is Integrated or Interactive Voice Response?
400

I need a nap, brb.

who is Nada!

400

“People who love to eat are always...

What is the best people, by Julia Child

400
Average amount of time a caller waits in queue before reaching an agent
What is Average Speed of Answer (ASA) ?
400
Occupancy Rate
What is the amount of time an agent is actually on the phone?
400
Training delivered to the agent desktop
What is Intradiem?
500

Daughter nickname is "girlfriend".

Who is Gil!

500

Anything is good if it’s made of or with...

What is chocolate or bacon or cheese or onions or garlic.

500
FacInfo
What is Facility Information or AACC Knowledge Database?
500
VAD
What is Verizon Agent Desktop?
500
Kaiser Permanente
What is the best place to work?
M
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