Agent burnout Customer effort Interactive Voice Response 
Calabrio
MARCH 25, 2025
Below, we look at 15 agent performance metrics and key performance indicators, each of which can add to your contact centers understanding of strengths and shortcomings in overall performanceat the level of individual agents and larger teams. Why it matters: Reflects reduced (or increased) customer effort.
Balto
JANUARY 21, 2025
Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.
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Balto
JANUARY 2, 2025
A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement. Its also essential to differentiate between customer-focused metrics and agent-focused metrics. This helps you pinpoint opportunities to reduce agent load and improve contact center efficiency.
Babelforce
NOVEMBER 25, 2021
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Average handling time (AHT) measures the average time it takes agents to complete a call.
Babelforce
JULY 29, 2021
ASA tells you the average time a caller waits after they are routed to a queue but before they’re bridged to an agent. Customers dislike waiting, so keeping this metric down will improve the customer experience. ASA doesn’t include time spent interacting with your IVR. Hold time is what happened for the customer.).
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