COMMON METRICS

Froggy Jumps

Jugadas 3 %Acierto 27 Tiempo medio 11:20

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WORD PROBLEM

Creada por

Nerie Kate Oraña

Filipinas

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1	Nerie Kate Oraña 13 de Agosto de 2026	% 80	05:17

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Froggy Jumps COMMON METRICSVersión en línea WORD PROBLEM por 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? a 5 minutes per call b 4 minutes per call c 3 minutes per call 2 Ben handled 15 calls. His total handling time was 120 minutes. Question: Calculate Ben's average handle time per call. a 10 minutes per call b 9 minutes per call c 8 minutes 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? a 60 % b 70 % c 80 % 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? a 85 % b 90 % c 95 % 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? a 8 % b 10 % c 12 % 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? a 20 seconds b 15 seconds c 10 seconds 7 After a service interaction, 80 out of 100 customers gave a satisfactory rating. Question: What is the CSAT percentage? a 80 % b 85 % c 90 % 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? a 70 % b 75 % c 80 % 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? a 150 minutes b 180 minutes c 200 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. a 60% & 50% b 70% & 60% c 80% & 70%

Froggy Jumps

COMMON METRICSVersión en línea

WORD PROBLEM

por Nerie Kate Oraña

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?

5 minutes per call

4 minutes per call

3 minutes per call

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

10 minutes per call

9 minutes per call

8 minutes per call

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?

60 %

70 %

80 %

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

85 %

90 %

95 %

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?

8 %

10 %

12 %

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?

20 seconds

15 seconds

10 seconds

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

80 %

85 %

90 %

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?

70 %

75 %

80 %

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?

150 minutes

180 minutes

200 minutes

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.

60% & 50%

70% & 60%

80% & 70%

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COMMON METRICS

Froggy Jumps

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Froggy Jumps

COMMON METRICSVersión en línea

por Nerie Kate Oraña

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?

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

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?

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

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?

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?

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

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?

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?

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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