Abandon rate Caller satisfaction Training Wait times 
Calltools
JUNE 9, 2021
Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Handle Time. After Call Work Time.
Dialer 360
SEPTEMBER 10, 2019
It may support and decide when you need to scale up and down or focus on training. Average Wait/Hold Time. Entirely, the strategy above and average the wait time more necessary. Besides, time contributes to more frustrated customer and potential incline. Average Handle Time. Average Call Work Time.
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