Glossary

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abandon rate The percentage of abandoned calls compared to the total number of calls received by a help desk.

abandoned call A help desk phone call where the caller hangs up before a live person answers. Some help desk systems include the abandoned calls metric to identify the total number of abandoned calls for a given period.

acceptable usage policy (AUP) A written company policy that describes the purpose of IT systems and user responsibilities when using them. Organizations typically require employees to read and acknowledge the policy annually.

active listening Focusing on the entire message during communication. Active listening involves listening to the words, paying attention to the non-verbal messages, making eye contact, ...

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