Abandon rate Average Handle Time Cloud contact Customer effort 
VocalCom
MAY 29, 2017
For example, first contact resolution can indicate how often your customers are given a quick and satisfying solution, while average handling time can indicate if certain cases are taking too long.
NobelBiz
FEBRUARY 22, 2023
Here are some examples of KPIs: Call Abandonment Rate The call abandonment rate is the percentage of outbound calls when the caller hangs up before being connected. An abandoned call is frequently the result of an excessively long wait time – often more than 3 rings.
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