Call Center Metrics & KPIs to Measure Agent Performance
Balto
NOVEMBER 8, 2022
These are the most relevant call center performance metrics to measure: Average After-Call Work (ACW). The average after-call work, or ACW, is the time an agent spends carrying out additional work after the call has ended. This work is often divided into logging data, adding call notes, and other tasks. Call Volume.
Let's personalize your content