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Remove Abandon Call Remove call center software Remove CRM Remove Schedule adherence
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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

The formula in calculating the Service Level might be different depending on the SLA and the contact center’s preferences. To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. Abandoned Call Rate.

Metrics 78
Metrics Call Center Schedule adherence Abandon Call 78
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