Playvox

JULY 6, 2022

But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. What Is The Schedule Adherence Definition In A Contact Center? Use Real-Time Monitoring.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Tenfold - Contact Center Blog

JULY 9, 2018

Getting ahold of the right person the first time also ultimately improves customer experience. Average Handle Time. Average handling time (AHT) is the average time spent by an agent in handling customer issues or transactions. Agent Schedule Adherence & Agent Attrition Rate.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Monet Software

JULY 30, 2019

Average Handle Time (AHT): Average Handle Time is a metric that indicates the total average duration of a single customer interaction, including hold time, talk time and the admin tasks related to that call or case. Tip: Average Handle Time can be measured in different ways.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Monet Software

JULY 25, 2019

The objective of workforce management software is to gain visibility into call center metrics such as service levels, schedule adherence, average handle time, etc. Workforce management software monitors and manages agent schedule adherence in real time so that you can take corrective action when necessary.

Management 48

Management Schedule adherence Morale Contact Center 48

Playvox

JUNE 22, 2023

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.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62