Abandon Call Agent burnout First call resolution 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). Abandonment rate. How to Calculate Occupancy Rate in a Call Center.
Balto
DECEMBER 14, 2022
Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.
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