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Froggy Jumps
Froggy Jumps

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Froggy Jumps

Played 3 %Accuracy 27 Average time 11:20
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About this activity

WORD PROBLEM

Created by

Nerie Kate Oraña
Nerie Kate Oraña
Philippines

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Froggy Jumps

COMMON METRICSOnline version

WORD PROBLEM

by Nerie Kate Oraña
1

Ana handled 20 customer calls during her shift. The total time she spent talking to customers and completing after-call work was 100 minutes. Question: What is Ana's AHT per call?

2

Ben handled 15 calls. His total handling time was 120 minutes. Question: Calculate Ben's average handle time per call.

3

A contact center agent handled 50 customer concerns. Out of these, 40 concerns were completely resolved during the first call. Question: What is the agent's FCR percentage?

4

A contact center received 100 calls. The agent answered 85 calls within the company's target time. Question: What is the service level percentage?

5

A contact center received 200 calls in one day. 20 customers ended the call before speaking with an agent. Question: What is the abandonment rate?

6

Five customers waited the following number of seconds before an agent answered: 10, 20, 15, 25, and 30 seconds. Question: What is the average speed of answer?

7

After a service interaction, 80 out of 100 customers gave a satisfactory rating. Question: What is the CSAT percentage?

8

An agent was available for 8 hours during a shift. The agent spent 6 hours actively handling calls and completing related work. Question: What is the agent's occupancy rate?

9

Carla handled 30 calls during her shift. Each call took an average of 6 minutes to handle. Question: What was Carla's total handling time in minutes?

10

Two agents handled customer calls during the same day: Agent A: 40 calls, 32 resolved on the first call; Agent B: 50 calls, 35 resolved on the first call. Questions: Calculate the FCR percentage of Agent A & B.

 
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