Average Handle Time Caller satisfaction Interactive Voice Response Service level 
Calltools
JUNE 9, 2021
Similar to time in a queue is the answer speed. This metric measures the time spent in a queue and combines it with the length of time the phone rings. Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. After Call Work Time. Service Level.
Dialer 360
SEPTEMBER 10, 2019
As well as set value purpose, enhance efficiency and boost service level. Whereas the call center during a particular time frame. It also includes time spent waiting in a line and reps’ phone rings. Usually, it doesn’t include the time and taking to navigate with the IVR system. Average Handle Time.
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