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This section includes examples of graphs and metrics that would be reported during the technical
review sessions for service levels provided by the Help Desk, Field Services, and Remote Services
Center. Your Field Service Manager will be responsible for the following metrics and delivery of
performance results.
The following are examples of metrics that would be reported for call activity and services.
 Overall Call Volume
Average Speed to Answer Call
Average Response Times
Failure Analysis
Customized Metrics
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