Average Handle Time Call flow Customer retention Scripts 
eGain
MARCH 3, 2015
Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score?
Balto
NOVEMBER 28, 2023
A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.
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