SLA Metrics ABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered.
{"Image DocumentName": "SLA MetricsABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered.", "Image ImageDescription": "ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk. TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds. FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. TAT (Turn Around Time): Time taken to complete a certain task. Uptime Agreement : To make a service up within a specfic time duration.", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}