Definition First call resolution Inbound sales Service level 
Monet Software
JUNE 10, 2021
When armed with good forecasts—which contact center automation tools, like WFM software, can help you build—you can create robust schedules that deliver the desired service levels and enhance the call center customer experience. There are usually a range of needs in an SMB call center, especially an omnichannel one.
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. Without question, our most important metric is first call resolution…”.
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