2010 industry standards Interactive Voice Response Metrics 
Balto
AUGUST 3, 2022
Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. The most used tools today were live chat with a human, voice assistance, and email, and the least used tools were discussion forums, IVR, and online chat bots. 2010, December).
Taylor Reach Group
MARCH 19, 2018
Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. time spent by the customers navigating the IVR menu). A third factor or metric is often added to Service Level: that is Abandoned Calls. Service Level.
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