Remove Average Handle Time Remove Caller satisfaction Remove First call resolution Remove Interactive Voice Response
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Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

Similar to time in a queue is the answer speed. This metric measures the time spent in a queue and combines it with the length of time the phone rings. Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. After Call Work Time. First Call Resolution.

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