Abandon rate First call resolution Service level White Paper 
Callminer
MARCH 9, 2020
One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. ” – Charles Watson, Call center scheduling: 2 simple methods to measure efficiency , injixo; Twitter: @injixo.
Fonolo
FEBRUARY 7, 2013
Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. As mentioned above, the abandonment rate is the most obvious metric to be affected. Use call-backs and virtual queuing.
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