At least for the present time, many managers are adapting traditional telephone metrics to evaluate the services they are providing via alternate customer channels. Managers are using quality monitoring. They have monitoring forms to check for the attributes of an effective e-mail-accuracy of information, completeness, timeliness, grammar, proper greeting, proper closing, etc. Managers measure average processing time. For calls, this measure is talk time plus after-call work time. For e-mail, it is measured from the time the agent opens the e-mail to the time he or she has completed the response. First contact resolution is giving managers trouble. Most have not found ways to understand if an e-mail response completely answered a customer's question or if the response generated another contact. Managers are measuring customer satisfaction with all access channels-e-mail, Web-based, chat, etc.