Abandon rate Entertainment Metrics 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). The rate at which customers hang up calls is called the abandonment rate. Lower your call abandonment rate and increase your chances of creating brand loyalty. .
SharpenCX
FEBRUARY 25, 2020
Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. How are you supposed to make sense of the relationship between these metrics? Distilling your metrics down and simplifying how you display them to your agents and execs is more effective (and less stressful). bites nails*.
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