2022 Abandon rate Average Handle Time Schedule adherence 
Playvox
NOVEMBER 1, 2022
If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights.
Fonolo
DECEMBER 9, 2021
Agent Engagement Will Be Critical for Contact Centers in 2022. Average speed to answer (ASA). The average time it takes for a customer to get through to an agent. Abandon rate. Average handle time (AHT). The average amount of time it takes for an agent to resolve a call.
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Why do metrics matter?
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