Abandon rate Call Logging Video Wait times 
NobelBiz
MARCH 19, 2024
Watch video 8 Key Metrics that every call center dashboard should have 1. Average Time to Answer : The time it takes for calls to be answered directly impacts customer satisfaction and service levels. Average Handle Time: Efficiency in resolving customer inquiries is reflected in the average handle time metric.
NobelBiz
MARCH 21, 2023
Step 2: Analyze failed call routings Frequently, a client does not reach the appropriate agent to handle his query or request. The contact center transfers the call from one platform to the other, wasting everyone’s time. On the one hand, long wait times hurt the general customer experience and satisfaction.
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