Abandon rate Average Handle Time Engineering Wait times 
NobelBiz
SEPTEMBER 30, 2020
Agent-Related: it detects how many agents are available, makes a decision based on the skills they have to route the inbound call (though DNIS or a different routing method); it uses real-time statistics to see the average handling time of each agent per type of issue and determines what timeframes are most convenient to place calls.
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.
NobelBiz
AUGUST 11, 2022
Your teams will appreciate the time saved, which increases metrics such as Average Handling Time , Contact Rate, and Average Waiting time. Report engine: Administrators and supervisors will always have access to the conversation history with a given user.
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