Analysis Average Handle Time Caller satisfaction First call resolution 
Calltools
JUNE 9, 2021
For example, your call center may excel in areas that are a weak area for your competitor. Use innovative monitoring and analysis steps to monitor these top metrics to identify areas of strength and weakness. How many callers hang up before an agent picks up or solves an issue? After Call Work Time. Returned calls.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Was it an agent error or a technical error?
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