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KPI 101: Call Center Workforce Management Metrics

Global Response

Abandon rate = calls abandoned รท (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work.

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Merlang: Erlang Cโ€™s Sexy Younger Brother

Pipkins

Once eliminated, Pipkinsโ€™ workforce management software allows for the much more accurate prediction of abandoned calls and busy signals. A Modern Formula For Modern Call Centers. Want to learn more about the many ways Merlang can improve your contact center? Give us a call and weโ€™ll make the introduction!