Abandon rate Analysis Schedule adherence Service level 
Global Response
DECEMBER 2, 2022
Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered). Service level (SLA) sets benchmarks for future performance.
Monet Software
JULY 30, 2019
Quality of Service. Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. Tip: Call center service levels can be disconcerting and need to be measured with the right method.
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