Fonolo

SEPTEMBER 28, 2021

Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Balto reporting dashboard for managers viewing agent metrics 1.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Shorter queues translate to happier customers and fewer repeat calls.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52