Caller satisfaction First call resolution Service level Wait times 
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. Reduce your inbound call abandonment rate to increase customer retention. Time in Queue.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.
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