Abandon Call Agent burnout Interactive Voice Response Morale 
Babelforce
JULY 29, 2021
A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5 FCR is the percentage of calls or contacts you resolve without needing a follow-up. ASA doesn’t include time spent interacting with your IVR.
Xaqt
FEBRUARY 26, 2020
Additionally, many companies, such as those in the travel and hospitality industries, are feeling the impact in their call centers as well. The first is to establish a program for agents to work from home. Xaqt's Cognitive Voice Automation Suite supports any type of voice interaction, not just those related to Coronavirus.
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