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

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Taylor Reach Group

AUGUST 23, 2017

Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time. Quality/Compliance score. Quality Manager. First contact resolution (FCR).

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Dialer 360

NOVEMBER 16, 2018

All remove scenario may lead to an increase in average handle time. As well volume of call or workforce management doesn’t take factors to consider. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly. Call Recording – Quality Monitoring.

Service level 23

Service level Contact Center Schedule adherence Call Center 23