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.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Latestupdate. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $15.49. You're not tied to anything after your purchase.
