2021 Average Handle Time Schedule adherence 
Fonolo
MARCH 2, 2021
Top Contact Center Trends 2021. Gone are the days when occupancy rate and average handle time were used to browbeat agents. Schedule Adherence. Schedule Adherence is another old but still useful measure of how well agents are turning up for work. And they usually end up doing neither.
Playvox
NOVEMBER 1, 2022
According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.
3CLogic
NOVEMBER 10, 2021
Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Establish Promising Growth Opportunities.
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