Agent burnout Customer effort Interactive Voice Response Survey 
Babelforce
NOVEMBER 25, 2021
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Average handling time (AHT) measures the average time it takes agents to complete a call.
Babelforce
JULY 29, 2021
ASA tells you the average time a caller waits after they are routed to a queue but before they’re bridged to an agent. Customers dislike waiting, so keeping this metric down will improve the customer experience. ASA doesn’t include time spent interacting with your IVR. Hold time is what happened for the customer.).
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