Boost Productivity with the “Right” Contact Center KPIs and Gamification
OCTOBER 18, 2018
Service level measures the percentage of calls that are answered within a specific time period. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. Average Speed of Answer (ASA). ASA measures the average time a call waits in the queue until it is picked up by an agent. Agents taking too much time dallying between calls needs to be dealt with through coaching and setting expectations.