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Calls offered



Acronym: NCO

Definition: Total number of calls offered to a queue.

Application: Calls or contacts offered to a queue are important metrics to help quantify the amount of resources and staff needed to handle the queue.

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SEE ALSO - Topics Related to Calls offered: 
Service level, Quality monitoring scores, Forecasted calls/AHT vs. actual calls/AHT, Cost per contact, Metrics strategy and review, Introduction to the Call Center Metrics School, Blocking rate, Customer satisfaction, Occupancy, Schedule adherence, Average handle time (AHT)


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