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1 Average speed of answer
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Virtual queue — Virtual queuing is a concept that is used in inbound call centers. Call centers utilize an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs are capable of holding queued calls in… … Wikipedia
Service level agreement — A service level agreement (frequently abbreviated as SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or… … Wikipedia
Service Level Agreement — Le Service Level Agreement (SLA) est un document qui définit la qualité de service requise entre un prestataire et un client. Le Service Level Agreement, que l’on pourrait traduire en français par accord de niveau de service ou contrat de niveau… … Wikipédia en Français
Service level agreement — Le Service Level Agreement (SLA) est un document qui définit la qualité de service requise entre un prestataire et un client. Le Service Level Agreement, que l’on pourrait traduire en français par Contrat de niveau de service est donc un contrat… … Wikipédia en Français
Acuerdo de nivel de servicio — Para otros usos de este término, véase ANS. Un acuerdo de nivel de servicio o Service Level Agreement, también conocido por las siglas ANS o SLA, es un contrato escrito entre un proveedor de servicio y su cliente con objeto de fijar el nivel… … Wikipedia Español
Colas de espera Virtuales — Virtual queuing o Colas Virtuales es un concepto usado en los Call centers (o Centro de llamadas) Inbound. Los call centers usan un Distribuidor automático de llamadas(o ACD) para distribuir las llamadas entrantes hacia los recursos (agentes)… … Wikipedia Español
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United Kingdom — a kingdom in NW Europe, consisting of Great Britain and Northern Ireland: formerly comprising Great Britain and Ireland 1801 1922. 58,610,182; 94,242 sq. mi. (244,100 sq. km). Cap.: London. Abbr.: U.K. Official name, United Kingdom of Great… … Universalium
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