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(7) Calls per technician per hour (2)/(6) 2.81 (8) Time talking per hour (5)* (7) 51.19 (9) Idle time per hour 60-(8) 8.81 10) Team

(7) Calls per technician per hour (2)/(6) 2.81 (8) Time talking per hour (5)* (7) 51.19 (9) Idle time per hour 60-(8) 8.81 10) Team Performance (60-(9))/60 85% 11) Service rate calculation 60/(5) 3.30

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