2019 | Pre-Pandemic | Post Pandemic | |
All Calls Avg Duration | 192.722679 | 158.04946 | 154.129527 |
CUSTOMER_DURATION | 203.23288 | 164.254698 | 148.844254 |
LEAD_DURATION | 306.025108 | 276.960348 | 265.41992 |
ANSWER_RATE | 89.01% | 90.27% | 83.68% |
Lead Callers | 18.48% | 16.74% | 18.00% |
Customer Callers | 40.00% | 41.00% | 39.83% |
Customer Payments | 4.89% | 5.40% | 6.61% |
AGENT_QUEUE_AVG | 16.307443 | 12.715625 | 16.54696 |
AGENT_QUEUE_MAX | 59 | 59 | 59 |
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