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Abandon rate First call resolution call center software Average Handle Time Service level Interactive Voice Response Customer retention Metrics Surveys Accountability More Related Topics >
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Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

JUNE 9, 2021

How many callers hang up before an agent picks up or solves an issue? High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Time in Queue. The handle time starts when an agent answers and only ends when the agent disconnects the call.

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Metrics Abandon rate First call resolution Average Handle Time 52
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