Abandon rate Average Handle Time Entertainment Service level 
aircall
MARCH 31, 2021
When your customers call in, they automatically receive a greeting (usually followed by some enjoyable hold music to entertain them while they wait). If the amount of time that a customer has to wait is too long, the queue callback feature will kick in, and the next available sales or support agent will call them back. .
SharpenCX
FEBRUARY 25, 2020
Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Depending on the morale and stress level in your call center, you may want to stay clear of stretch goals for a bit. Maybe you want to see your Abandon Rate drop, and your First Contact Resolution levels improve.
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