24 X 7 support
️: Service desk services that are provided 24 hours a day, 7 days a week.
abandon rate percent
️: The percentage of abandoned calls compared to the total number of calls received.
abandoned call
️: A call where the caller hangs up before an analyst answers.
access managem...
✔️: Service desk services that are provided 24 hours a day, 7 days a week.
abandon rate percent
✔️: The percentage of abandoned calls compared to the total number of calls received.
abandoned call
✔️: A call where the caller hangs up before an analyst answers.
access management
✔️: The process responsible for granting authorized users the right to use a service in
accordance with the company's security policies, while preventing access to non-authorized
users.
accessibility
,✔️: How easily the service desk can be reached by service desk staff, other employees of the
company, and customers.
ACD supervisor console
✔️: A system that works with ACD systems and enables supervisors to monitor call
volumes and the performance of individual service desk analysts or groups of analysts.
acoustic shock
✔️: The term used to describe the symptoms such as discomfort and pain that a person may
experience after hearing a loud, unexpected sound via a telephone or headset
active listening
✔️: When the listener participates in a conversation and gives the speaker a sense of
confidence that he or she is being heard.
announcement system
✔️: Technology that greets callers when all service desk analysts are busy and can provide
valuable information as customers wait on hold.
application of training investments
,✔️: A comparison of an analyst's resolution percent before and after attending training.
asset
✔️: Anything that contributes to the delivery of an IT service such as financial capital,
people, hardware, software, network and communication components, and information.
asset management
✔️: The process responsible for tracking and reporting on the value and ownership of assets
throughout their life cycle.
automated attendant
✔️: An ACD feature that routes calls based on input provided by the caller through a touch-
tone telephone.
automatic call distributor (ACD)
✔️: Technology that answers a call and routes, or distributes, it to the next available analyst.
If all analysts are busy, the ACD places the call in a queue and plays a recorded message.
automatic number identification (ANI)
, ✔️: A service provided by a long distance service provider that delivers the telephone
number of the person calling.
available state
✔️: An ACD state that occurs when an analyst is ready to take calls.
availability
✔️: The length of time an analyst was signed on to the ACD compared to the length of time
the analyst was scheduled to be signed on.
average call duration
✔️: The average length of time required to handle a call
average speed of answer (ASA)
✔️: The average time it takes an analyst to pick up an incoming call
average wait time
✔️: The average number of minutes a caller waits for an analyst after being placed in the
queue by an ACD; also known as average queue time.
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