Hodusoft
JUNE 7, 2024
This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.
Babelforce
NOVEMBER 30, 2022
Expected Wait Time? Estimated wait time is an estimate – usually calculated on a rolling basis by call center software – of the length of time a caller will have to wait in a queue before an agent answers. Revenue per call. Schedule adherence.
ViiBE Blog
APRIL 28, 2021
Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. What are the KPIs in a call center?
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