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If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights.
Agent Engagement Will Be Critical for Contact Centers in 2022. Averagehandletime (AHT). The average amount of time it takes for an agent to resolve a call. Average hold time. The average amount of time a customer waits in the queue. Scheduleadherence. .
Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work. Why do metrics matter?
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