Abandon Call Abandon rate Agent burnout Service level 
Fonolo
AUGUST 3, 2021
Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.
Babelforce
NOVEMBER 25, 2021
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 3 Service level. How to improve service level.
Babelforce
JULY 29, 2021
3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. 4 Service level. 5 First contact resolution (FCR). . #19
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