Glossary
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Internal Metrics
Internal metrics are numbers that refer to statistics generated by internal systems or through various departments such as HR or accounting. These hard numbers usually don?t reflect customer views, but numbers that are tracked by the company using various systems. The stats may include such call center stats such as queue time, abandonment rate, etc.
AnswerConnect closely monitors internal metric to make sure every client gets the results they?re looking for in a call center.