I'm trying to define some variable definitions for a report I am drawing up, but I need a second opinion & some help rewriting it to become a bit more formal..
Background, it's call center where an agent calls to get a customers account balance and arrange with an agent (using system dial) , then transfer to agent , then if they talked and agreed they make arrangement.
here we go:
Call Volume = Number of dial calls
Apps Volume = Number of unique applications ( same day )
Transferred Calls = Number of calls that dialer transferred to agents ( with agent ID )
Contacted Calls = Number of calls that agents directly talked to customers
Arranged Calls = Number of successfully arranged calls that occurred same day ( including customer call back after outbound dial , or system leave a message)
Contact Arranged Calls = Number of successfully arranged calls that occurred same day ( contacted calls only )
Arranged Amount = Arranged amount for all successfully arranged calls
Contact Arranged Amount = Arranged amount for contacted arranged calls
===> I have problem with word choices and I like some opinion or recommendation how can I change this definitions to become more formal. My boss said I can't use same word as the variable in my definition, he didn't understand what I meant by these. Does this make sense to you? I'm not sure where to go from here.