Disposition codes (sometimes called "dispo codes") are short codes or names that are used by call center agents (or call center software) to "disposition" a call. Put more simply -- dispo codes are …
Adherence
The term "adherence" or "adherence to schedule" is a contact center term that refers to how well agents adhere to their schedules. Adherence as a metric can include both how much time contact center …
Occupancy
The call center term "occupancy" is the percentage of time call center agents spend handling calls (or other productive work such as chats, emails, etc.). Call centers track occupancy to measure …
Service Level
The call center term "service level" generally refers to a percentage of time that contacts are answered within a certain period of time. For example, if the service level objective is 30 seconds, …
Average Speed of Answer (“ASA”)
The term "average speed of answer" (also known as "ASA") refers to the average time it takes to answer an inbound call. The formula for average speed of answer is the total delay divided by the total …
Do Not Originate List
Everyone hates spam calls. The telephone network providers have banded together to create the "do not originate list", which is essentially a blacklist that blocks some phone numbers from being used …