Abandon rate Caller satisfaction Wait times 
Calltools
JUNE 9, 2021
Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Handle Time.
Dialer 360
SEPTEMBER 10, 2019
Average Wait/Hold Time. Entirely, the strategy above and average the wait time more necessary. Besides, time contributes to more frustrated customer and potential incline. This is how many calls are answered within a specific time. Usually the length of time and take to answer a call makes a difference.
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